Daniel Edward Craig

Stars want to meet the hotel manager and other misconceptions

2008-06-17T11:39:00.000-07:00

These days it seems every brand wants to hop on the celebrity bandwagon, and hotels are no exception. Having a star in-house can create great buzz, but pursuing the entertainment market is not always in a hotel’s best interest. Next time Beyoncé is coming to town, take a few minutes to evaluate your hotel before calling her travel agent.

1. Play by their rules. Entertainment business can be volatile. Bookers require flexibility and are often unwilling to sign a contract, which means the hotel takes the hit when there are last-minute changes. Music groups reserve large room blocks but stay only one or two nights, making it difficult to fill rooms before and after. Don’t allow the excitement of a celebrity’s arrival distract staff from getting a credit card—collecting after departure can be challenging. I’m still mad at an uber-rich rock star who left without paying and has never paid up.

2. Is your service star-caliber? Entertainers work hard on the road and sleep irregular hours. Hotel staff must be on-the-ball around the clock. Hotel riders used to be full of bizarre demands until they started getting published online; now they’re less about which vodka to stock in the suite and more about the mineral water. To ensure there are no surprises, review details with the booker in advance. And don’t believe rumors. A colleague warned me that Janet Jackson doesn’t like to be looked in the eye, which made check-in a little awkward, but she looked at me squarely, smiled, and said, “Hi, I’m Janet!” No “Miss Jackson if you’re nasty” though.

3. Beware of rising and falling stars. I’ve hosted bad-ass rockers who were perfect gentlemen and honey-voiced pop stars who were total nightmares. Seasoned stars rarely cause trouble, it’s the rising stars and falling stars who are more likely to seek reaffirmation through outrageous demands, tantrums and binges. The ubiquity of tabloids and celebrity blogs—not to mention credit cards on file—means stars can’t get away with trashing hotel rooms anymore. In 1992 I tried to shut down a raucous hot tub party held by U2 and was assailed by f-bombs. When I hosted them again years later they were as gracious as elder statesmen.

4. Don’t issue a media release upon arrival. Yes, you want the world to know that Brad and Angelina love your yam fries, but privacy must be paramount. The hotel should have one appointed spokesperson and all other staff should be forbidden from comment. Name-dropping to the media has become acceptable, but wait until after departure, phrase it as “spotted at”, and don’t provide details. Appearing on Entertainment Tonight with the contents of Madonna’s trash might get you exposure, but it’s the quickest way of ensuring she’ll never come back.

5. Careful with pseudonyms. When asked if a celebrity is in-house, staff should always answer an unequivocal no. Some stars use pseudonyms, but even these aren’t foolproof. Years ago, a local woman who got cozy with a star at my hotel was given the boot when his wife and kids arrived. She used his pseudonym to be put through to the room and had a little chat with the wife. Minutes later, a duty manager was summoned to the room to play interference while the wife hurled objects like lamps at the star.

6. Don’t expect stars to pay for suites. Suites are part of the glamorous Hollywood image, right? Not necessarily. Stars frequently stay in regular rooms, often due to production budget limitations. Bookers like to exploit the hotel’s eagerness by demanding upgrades and other concessions. As a result, celebrities may stay in suites, but they’re often paying far less than your average cash-strapped traveler. Don’t expect a lot of incidental revenues either; most of a star’s time is spent off-property.

7. Don’t ask for tickets to the show. Sometimes a tour manager will offer tickets, but they should never be solicited. Are they asking for free rooms? If your general manager coerces you into asking on behalf of his tween daughter, don’t bother the band, ask the tour manager—and offer something in return. When tickets are offered, they should be distributed equitably and winners should be required to show up. A while back, REM gave my staff a block of front-row tickets and several of them no-showed. Not cool.

8. Stars don’t want to meet the hotel manager. GMs, suspiciously absent when a VIP group convener from Kansas needs an escort, miraculously materialize for a star meet-and-greet. But stars don’t want pomp, they want to be left alone. A GM’s time is better spent ensuring everything is immaculate in advance and leaving a handwritten note and thoughtful amenity. But don’t go overboard. Once I had an actor check in for a three-month stay, only to move to an apartment the next day, taking the $150 gift basket with him. If you want to know if Fabio is enjoying his stay, ask housekeeping; they always know what’s going on.

Yes, hosting celebrities can be glamorous, but unless you’re willing to play by their rules it might make better business sense to take that lackluster corporate group.

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Murder at Hotel Cinema is now out!

2008-06-04T08:55:00.001-07:00

The moment you've been waiting for!
(or at least I have). To purchase Murder at Hotel Cinema visit your local bookstore (ask them to order if it's not in stock) or order on line. For info on upcoming signings click here.

This week, Opus Hotel asked me to make a Special Celebrity Guest Appearance (okay, my words) on its blog for old times’ sake. Here it is:

Return of the Intrepid Blogger
It’s me again! Did you miss me? Did you even notice I was gone? Don’t worry, I haven’t returned to my old job as general manager of Opus. I’ve been asked to do a guest spot on this blog. Apparently Katrina has been “busy”, but I every time I walk past Glowbal I see her sipping wine on the patio.

[Note from Katrina: FUNNY, Dan. It’s more like guzzling bad coffee on Montreal-bound flights. Now if we’re talking patio-tippling, I believe there have been numerous sightings of an certain author…]

It’s been five looong months since I left Opus to finish my book, and, well, it’s been hell. If I ever questioned whether I loved my job before, I don’t anymore. Managing a hotel is not easy, but writing is ten times harder. Spending all that time with no one to talk to but an evil voice that keeps telling you you’re a fraud can play nasty tricks on your psyche. (That voice used to say the same thing when I was a hotel manager but there were more people around to drown it out).

The good news is, my third book is done and my second, Murder at Hotel Cinema, is out this month. Continuing with the hotel whodunit theme, this one is about the murder of a troubled celebrity at the opening party of a fashionable Hollywood hotel—that is not unlike Opus. When his prized employees become suspects, general manager Trevor Lambert struggles to protect them from the incriminating glare of the LAPD and the prying eyes of reporters, risking everything to expose the killer. Oooh scary! My launch takes place later this month—where else but Opus? After that I’ll be a free agent, so if you know anyone looking for someone to do very little work for lots of money, send them my way.

Truth is, I never fully severed ties with Opus. Not only do I drop in regularly to beg staff to tell me they still love me, but I’ve also done some project work, most recently having updated the Lifestyle Concierge, which will be up and running soon. On a recent visit I was thrilled to see a development proposal for a 250-seat restaurant on Opus’s rooftop. Hot! I’m thinking of applying as a suntan lotion boy, but only if I can wear little white shorts and make enough tips to never have to write again. I was also happy to hear about the opening of Koko in Montreal, which I’m told was the party of the year—and no murders! So much for new writing material.

I used to shy away from commenting on the Vancouver hotel scene, but now that I’m a Special Guest Star with no real accountability, I thought I’d put out a few random Deep Hotel Thoughts:

1. Where are the guests going to come from?
It’s fantastic to see all the new hotels under development in Vancouver, but after the 2010 Olympics it’s going to be a fierce market. Only those who offer a superior product will thrive. Go Opus!

2. Does Vancouver need another Fairmont?
Not that Fairmont doesn’t run fantastic hotels, but with the 415-room Fairmont Pacific Rim scheduled to open in mid-2009 there will be four Fairmonts in Vancouver, plus one in Whistler and another in Victoria. Maybe too much of a good thing? I think Fairmont should give one back. We’ll take the new one.

3. Will Hotel Loden ever open?
I remember the drama when Opus was delayed by a few months and can certainly empathize with the opening team at Loden. By my calculation it’s about seventeen years behind schedule, but maybe it just feels that way. Let’s get a move on, builders, it’s lonely on the boutique front and Opus is looking forward to some friendly competition.

Well, that’s it for now. It’s been great reconnecting. Hopefully I’ll be invited back. If not, you can always visit me at my website. Until then, be cool, don’t forget to tip the maid, avoid hotel rooms with floral bedspreads, and remember to put on a bathrobe before you put that room service cart in the hallway—hotel room doors self-close.

Oh, and don’t forget to enter to win TV Week’s Sex and the City Weekend package, including two nights at Opus with breakfast and parking, spa treatments at Spruce, a Sex and the City DVD set and, la pièce de résistance, cocktails with me at Opus (but no sex, just city) and a signed copy of Murder at Hotel Cinema. Good luck!

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Super-size me: Why everyone gets upgraded and you don't

2008-04-10T13:06:00.000-07:00

Upgrades are less frequent now that hotels have implemented sophisticated revenue management practices, but they’re still common. They tend to occur when a hotel is sold out because hotels often oversell lower-rated inventory and must upgrade in order to fill all rooms. If you travel frequently and never get upgraded, you might want to take a good hard look at your travel habits.

Why everyone else gets upgraded:

1. They pay a high rate. The higher your rate, the better your chances of being extended special favours. That’s why government employees fall at the bottom of the pecking order when it comes to upgrades. If you want to be bumped up to the presidential suite, your odds will increase if you book the next highest category.

2. They book direct. Third-party websites like Expedia skim up to 30% off your rate, which makes you a low-rated guest in the eyes of the hotel no matter how much you shelled out. If you book direct, the hotel gets the full rate, which bumps you up in the upgrade hierarchy.

3. They’re loyal. Even if your hotel doesn’t have a loyalty program, it likely tracks stays. As a frequent guest you should get priority when upgrades are available.

4. They ask nicely. As a hotelier I’m loath to advise travelers to request something for nothing, but if you really want an upgrade then ask. If you’re too shy, ask the agent what she recommends for a nice room or good view. Front desk staff are more powerful than you think. If you ever get a lousy room, think about how you behaved at check-in. If your request is declined, be gracious and don’t take it personally. Hotels want you to be happy, but they’re a business.

5. They have a good reason. If you’re celebrating a special occasion, tell the reservations agent. But don’t expect her to upgrade you; she’s trained to squeeze every possible dollar out of you. Ask her to note the occasion in your reservation and be specific about the type of room you want. The front desk reviews special requests on day of arrival and tends to have a soft spot for special occasions. Whatever you do, don’t lie. You might get an upgrade, but you’ll go to hell.

6. They arrive late. In a full-house situation hotels often wait until late in the day to upgrade because they can save costs if there are no-shows and the suites go unoccupied. It’s the after-midnight arrivals who often get the penthouse suite. Of course, this only happens when you’re alone, are exhausted, and have a 6:00 AM flight the next morning.

7. They’re important. And by this I don’t mean self-important. The sad reality is the people who can most afford to pay for a suite are the most likely to get upgraded because hotels want to impress them.

8. They have a legitimate complaint. Speak up if you’re not happy with your room or have been mistreated. But don’t complain for the sole purpose of getting an upgrade—the hotel will be reluctant to give it to you.

Why you don’t get upgraded:

1. You’re obnoxious. Did you demand an upgrade rather than ask nicely? Did you drop the owner’s name—and mispronounce it? Were you wearing sunglasses?

2. You slipped the bellman a $20. An article I came across makes this ludicrous suggestion. First of all, you tipped the wrong person. Bellmen have no control over hotel inventory. But don’t tip the front desk either. That’s not tipping, it’s bribery. You’re asking the employee to do something that could get her in trouble.

3. You’re obsequious. Another article recommends informing the desk agent you’ll write a note to management about how helpful he was if he upgrades you. This is as unsavory as slipping him a $20 and will likely produce the same result. If you’re happy with his service, write the letter, but don’t use it as a bribing tool.

4. You’re staying too long. One- and two-nighters have a better chance of getting upgraded because they tie the suite up for less time. If you’re staying longer, being willing to take a suite for a night or two and then switching back might help your chances.

5. You’re cheap. Many hotels give upsell incentives to front desk staff, so don’t be surprised if you inquire about a better room and get a sales pitch. The differential can cost far less than through reservations. It’s not an upgrade, but it’s still a great deal. If you can’t afford it, politely decline. You might get bumped up anyway.

6. You called the general manager. Several “travel gurus” recommend this tactic. As a former GM I assure you it’s no way to ingratiate yourself. GMs love hearing from guests, but not if they’re angling for a free upgrade.

7. Your profile is flagged “do not upgrade”. Guest profiles record more than your favourite colour of M&Ms, they also record bad behavior, like when you wigged out when you didn’t get an upgrade on your last stay. If you’re abusive, rest assured your profile will be permanently red-flagged.

8. You arrived with a trunk-load of booze and a four-piece band. Hotels covet their suites and will not upgrade if they think you won’t respect the space. In the past I’ve upgraded people and they’ve held a raucous party in the suite. Not cool.

If you are lucky enough to get upgraded, don’t forget to acknowledge the people who made it happen. If you do all the right things and still never get upgraded, don’t get all paranoid, sometimes it’s just the luck of the draw. And remember, the only surefire way of getting that suite or heart-shaped vibrating bed is to cough up.

You are where you stay

2008-03-12T20:15:00.000-07:00

While in Safeway the other day to purchase laundry detergent I was so overwhelmed by the array of choices I almost left without buying anything. How did the simple process of purchasing laundry soap become a highly emotional, self-defining exercise? My conscience told me I should go with the eco-friendly choice, but part of me really wanted my clothes to smell Tide Mountain Fresh™. “WHY PAY MORE?” shouted the ABC label—a valid point, but did I want to be seen at checkout with that tacky box? A myriad of other benefits screamed for my attention. Dawn Stainscrubbers™! Colorguard™! All Stainlifters™! If I made the wrong choice, would glaciers melt and whites turn pink? What if I wanted all the features? That option didn’t appear to be available. I was forced to choose what was most important to me.

This constant one-upmanship among brands, the relentless quest for “New and Improved!” features, has made what used to be simple purchase decisions highly complex. Hotels are no exception. There used to be three types of hotels—budget, mid-range and luxury—and you made your decision based on location and price. Things started to get complicated in the 1980s. That’s when somebody realized that all hotel lobbies don’t have to be made of brass and marble, all guestrooms don’t have to be beige, and all lobby bars don’t have to be boring. We can thank Ian Schrager and Philippe Starck for leading the revolution.

Since then, boutique hotels have become enormously popular, but because of higher pricing and urban locations the market has been mostly restricted to young and affluent big-city travellers. All that is changing with the next generation of boutique hotels: the soon-to-be ubiquitous “lifestyle hotel”. Ironically, whereas boutique hotels were created as an alternative to chain hotels, this segment is being driven by the chains. In an attempt to recapture lost business and to capture new business, the chains are bringing the boutique concept to the masses. Lifestyle hotels cater to the traveler who wants to pack more than his PJs when going on the road, he wants to take is entire lifestyle: technology, health and wellbeing, social life, the dog and even eco-friendly practices.

One of these chains is aloft hotels. With its promise of “urban-influenced design, accessible technology, style and a social atmosphere”, the concept sounds like a cheap knockoff of W Hotels, and it is—except Starwood had the foresight to do it themselves. W was the first to turn the boutique concept into a chain, and now they’re repackaging this highly successful product into what appears to be a cheaper, more accessible and somewhat generic version.

Starwood is also introducing element, an extended-stay chain "inspired by Westin Hotels". Whereas contemporary boutique hotels cater to the hedonistic lifestyle, element targets the health-minded and socially conscious traveler. Earlier promotions touted low-flow sinks and toilets, eco-friendly materials, low-energy light bulbs, and shampoo and conditioner dispensers to help guests recycle, conserve and maintain a lower impact lifestyle on the road (although these features are not currently listed on the website). Progressive and commendable ideas, but shouldn't all hotels be doing this these days?

The third lifestyle chain worth noting is Edition, which brings together a highly improbable duo: Bill Marriott and Ian Schrager. A recent media release says Edition will “will reflect changing lifestyles and cater to a vast, underserved market of guests expecting and in turn demanding a unique experience, not merely a place to sleep. The properties, while distinct, will all emphasize good design, quality, originality, authenticity and character, while delivering impeccable, modern and gracious personalized service.” A tall order, but with Schrager leading the concept, design, marketing and food and beverage and Marriott overseeing development and operations, Edition will undoubtedly be a strong performer.

It’s interesting to note that in August 2006, around the time the incredible Gramercy Park Hotel (above) opened, Schrager told USA Today, “You know when Marriott is doing it that it's time to move on." We’ll give this brilliant man the benefit of the doubt and assume he’s come on board to change this perception.

Like boutique hotels, lifestyle hotels will be small (under 200 rooms), but whereas modern boutique hotels tend to be found in big cities, lifestyle hotels will focus primarily on secondary markets: smaller cities, outskirts and suburbs. Bizarrely, the first aloft and element properties, expected to open later this year, are being built next door to each other in Lexington, Massachusetts. Almost 75 aloft hotels are currently under development, whereas Starwood anticipates 500 element hotels worldwide. Edition, announced only in January, is trailing behind, but intends to go international from the outset, with the first hotel expected in 2010.

So, much like buying a cup of coffee, a car or laundry detergent, choosing a hotel is about to become a much more complex process, one that will reveal as much about your budget as who you are.

And in case you were wondering, I went with Tide Mountain Fresh™. My clothes smell really, really nice.

When the breakfast hostess shows up in hooker boots

2008-02-28T14:19:00.000-08:00

Walking into a hotel in Seattle last month, I did a double-take when I saw an employee behind the front desk with a black eye. I assumed he just looked tired, maybe he worked a double shift. Hotels can do that to you—beat you up. But on closer inspection there was no denying it: he had a big purple shiner. I had to wonder what possessed management to schedule him when he looked like he belonged on the door of a biker bar. Were they that short-staffed?

This black eye is symbolic of the current state of the hospitality industry: bruised and battered by labour shortages. New hotels are popping up across the continent and there are simply not enough qualified people to staff them. The crisis isn’t exclusive to the hotel industry. Everywhere I go, whether it’s a coffee shop or retail store, I encounter the poorly trained, the inexperienced, the linguistically challenged, and employees who just aren’t the right fit. But nowhere is the problem more glaring than in hotels, where employees should be as sparkling and polished as the silver spoons in the hotel restaurant.

The shrinking labour pool has forced hotels to do the unthinkable: compromise. I can see the desperation of the HR manager in the faces of the scruffy staff I encounter. “Well, she’s not the ideal fit with that eyebrow piercing and dog collar,” she tells herself, “and there’s that three-year gap in her resume she can’t explain, but I have no other candidates and if I don’t fill this position soon the department is going to lynch me.” She reminds herself that sometimes risks pay off. “Think of Bob in Accounting. We had our misgivings, but just look how—oh right, Bob got fired for embezzling. Never mind.”

Hotels typically have rigid rules for personal presentation, but these standards appear to be slipping. Years ago an AAA Five-Diamond hotel I worked at had a section on grooming standards in the employee manual that rivaled the Holy Bible. Bad hair was a source of personal vexation for the general manager, who was nicknamed the Hair Police for her zero tolerance policy. A small scandal occurred when a front desk agent showed up wearing a black bra instead of the requisite white bra and it was visible through her opal blouse. Females had to wear dresses or skirts, and one of the housekeeping staff, a bit of a tomboy, was so uncomfortable in a skirt she opted to work graveyard shifts, where she could get away with wearing pants. Since then things have changed at this hotel—females can now wear pants—but so has its rating: it’s now a Four-Diamond hotel.

However oppressive, rules of presentation are essential to hotels because employees are a reflection of the brand. You don’t spend millions of dollars on interior décor only to have the breakfast hostess show up in a tube top and hooker boots. Consistency is important too. But some hotels take it too far, churning out a line of front desk staff so cloned and clinical you feel like you’re checking in at a Clinique counter.

Independent hotels and especially contemporary hotels have more latitude to allow employees to exhibit individual style and personality. This can be refreshing, but it’s also risky. Too much style and not enough personality and you get the model-types who look great but have all the warmth and depth of a mannequin. Too much personality and not enough style and you get chatty, overly familiar front desk agents wearing polyester scarves. I love to see individual style and personality shine through, but I don’t want to be served breakfast by Marilyn Manson and I don’t want to hear about the relationship problems of the woman turning down my bed. Call me a curmudgeon.

Problem is, as soon as a hotel relaxes the rules someone ruins it for everyone by showing up with a frosted perm or a safety pin in his nose. When an employee showed up at Opus with a seventies-style moustache we very quickly implemented a no facial-hair policy. One Halloween we thought it would be fun to allow staff to wear costumes—until a bellman reported for duty in full drag. An emergency executive meeting was called and, after much soul-searching, we decided that as much as we admired his chutzpah, we had to think of how our guests might react to a guy in a skirt with big fake boobs carrying their bags. This wasn’t Bangkok after all. So we sent him home to change, and didn’t encourage staff to dress up again.

Way back when while I was working at the Harbour Castle Westin we were undergoing lobby renovations. Management decided to make light of the disarray by having front desk staff dress up as construction workers. It seemed like a cute idea until I had to deal with an extremely irate guest while wearing a construction hat and orange vest.

Last year at the W Montreal I was at the front door desperately searching for a staff member to assist me. All I could see were long-haired ruffians in faded jean-jackets. It wasn’t until one of them approached me that I saw the W stitched into his collar. W Hotels is to be commended for introducing style to hotel uniforms, but this might be taking things a bit too far.

If hotels allowed more individualism and personal expression they would attract a larger pool of candidates, which would help fill some long-empty vacancies. But that doesn’t mean compromising. Guests who are paying hundreds of dollars a night for a room have the right to expect staff to look polished and professional. If an employee doesn’t take pride and care with his appearance, how can he be relied on to take pride and care with guests?

And by “personal expression” I don’t mean it’s okay to show up with a black eye. If that happens, send the employee home or put him on switchboard until the bruising heals.

Check out my previous post for a few of my more unconventional ideas for addressing the labour shortage. And for a satirical look at grooming standards read Murder at the Universe, in which the fictional Universe Hotel hires on “sparkle factor” and fires for simply not smiling enough.

Is Looking Like Hell An Occupational Hazard?

2008-02-14T12:55:00.001-08:00

While in Seattle last week I was reminded of the saying, “If cocktails and dinner isn’t your idea of a pleasant evening, you probably work in the hotel industry.” I stayed at my favourite Seattle property, Hotel Andra, and had breakfast with my friend Julia, the managing director. When she made her entrance—as hotel managers like to do—I was shocked to see how great she looked. Not that she ever looked bad, but it’s me on leave, not her—I should be the one who looks amazing. Sadly, many hotel managers experience a slow and unrelenting descent into premature aging, bad health, and multiple chins. It’s an occupational hazard due to long days, high stress and too much entertaining.

Over breakfast at Lola—I had the Feta Scramble with toast and hash browns and she had a non-fat latte—Jules and I exchanged our secrets for staying trim and fit. When she doesn’t feel like boozing it up with a client she orders a vodka cranberry and the bartender knows to hold the vodka. Her client is none the wiser, and she can go to the gym afterwards instead of stumbling home and face-planting on the sofa. At Opus I had a similar arrangement. I would order a beer and the server would bring a non-alcoholic beer. It tasted like carbonated dishwater, but it saved me from following the same path as Amy Winehouse. What hotel manager has time for rehab? It also kept me from getting tanked in front of staff and guests, never a good idea.

Hosting dinners is trickier. A typical dinner lasts three to four hours, sometimes longer. Spending that much time across the table from a stranger can be daunting, particularly if it’s One-Word-Answer Willie from the National Rifle Association. By midnight you’re self-mutilating to stay awake. You’ve been at work since 7:00 AM, yet you’re expected to arrive first thing the next morning your usual perky self. Groups are easier. If the travel agent beside you puts a liver-spotted hand on your upper thigh one time too many you can change seats under the auspices of mingling.

During these dinners lulls in conversation used to terrify me. I would fill them with mindless blather or by firing questions at my guest, exhausting him, too busy thinking up more questions to listen to his replies. I realize now that lulls are good—provided they don’t last longer than ten minutes. A drawn-out dinner can be equally painful for the client, who has to endure all your waxing on about commitment to service and quality, as if she’s never heard it from another hotelier. The secret to being a good host is to shut the f**k up.

If you entertain frequently, the easiest way to avoid turning into Jabba the Hut is to order non-alcoholic drinks and bypass appetizers and desserts. But how much fun are you to the guy with a wife and five kids at home who’s guzzling martinis and ordering every item on the menu? A thoughtful host encourages his guest to order liberally and matches him course by course. The key is to be judicious. Salads are good, foie gras is bad. Don’t feel you have to eat everything on your plate and try to avoid licking it. Opt for a fruit plate instead of the chocolate soufflé. And take small, infrequent sips of wine; your guest will never know he’s consumed most of the bottle.

An alternative to dinner is early cocktails and appetizers. Lunch is also a good option because it doesn’t extend your workday. At least not usually. When I was at the Pan Pacific a particularly boozy lunch lasted through dinner and late into the evening. It’s polite to offer your guest wine at lunch but it’s okay if you don’t indulge; she understands you’re working. She’s probably on vacation or on a drastically reduced work schedule, so she has all the time in the world to tell stories about her darnedest cat Mr. Wiggles. Meanwhile, your emails are piling up, you just missed your third meeting, and the bellman is at the hostess stand chatting up the hostess while guests are waiting to be seated. After lunch, you crawl back to your office feeling bloated and faintly nauseous, only to have to slog through piles of paperwork or suffer through interminable meetings, where your boozy breath prompts expressions of concern.

Breakfast is the safest option because it’s quick and there’s no booze (usually). But I prefer to reserve mornings for catching up on email, returning calls and reading trade mags. Otherwise I’m buried for the day. After breakfast meetings I used to find myself so jacked up on caffeine I couldn’t focus. I would come up with what I thought was a brilliant idea and gather colleagues to share it, only to be greeted by tolerant smiles and glances at watches. Around 2:00 PM I’d collapse on my desk in a semi-comatose state of post-overcaffeination.

There’s also the issue of Menu Fatigue, the result of eating the same food in your hotel restaurant day after day. Granted, eating so well is a privilege, but sometimes you just want a peanut butter sandwich. The first (and last) time I had my mother in for lunch at Elixir, she perused the menu, proclaimed it too fussy and complex, and ordered a beer and French fries.

A final note. Sometimes you have no choice in the matter since a good hotelier always puts the desires of his guests above his own. If an important client wants to party, you’re in for the long haul. It’s part of what makes for a successful hotel. And a squishy hotelier.

Incidentally, in Seattle Julia and I went out for dinner. There were no virgin cocktails, no tiny sips of wine and no skipped desserts. We broke all the rules except one: we went off property.

Oh How the Mighty Have Fallen

2008-01-31T11:49:00.000-08:00

Since I left my job four weeks ago to focus on writing, the transition from hotel manager to, well, unemployed loser has been challenging at times. I’ve gone through all the stages of grief: denial (“I didn’t quit. It’s all a terrible misunderstanding.”); anger (“What in God's name was I thinking?”); bargaining (“But I could do odd jobs in housekeeping”); depression (“Nobody even cares if I get up in the morning.”); and, finally, acceptance (“Sleeping in is fun!”). But my freefall in status has never been more apparent than last week when I overnighted in Miami after a cruise. (Okay, so it hasn’t been all bad).

In my past life I would have refused to stay anywhere but one of the hot luxury hotels in South Beach. I would contact my counterpart to request an industry rate, and any savings would be offset by reckless spending on drinks, lavish dinners and prostitutes. (Kidding about that last part, just exercising my new freedom as a non-hotel manager).

But as I picked up the phone to call the GM of Hotel Victor it struck me that I was no longer entitled to an industry rate. To introduce myself as a “former hotel manager” just wouldn’t carry the same weight. I considered saying I was a writer of hotel murder mysteries but I knew how I would have reacted: “Who the f**k cares?” If I said I was contemplating setting my next mystery in his hotel maybe he'd offer to comp the room. But no, I could never compromise my artistic integrity that way. Maybe for a two-week stay, but not for one night.

So, I was forced to join the realm of regular travelers, those wretched people who actually pay the rates hotels quote. Fortunately, over the years I’ve learned a few tricks of the trade. After comparing dozens of third-party websites (don’t be fooled by creative URLS like cheapsluttyhotels.com, they’re all owned by the same few companies), I chose an inexpensive but well-located and seemingly respectable hotel in South Beach. Yes, yes, I violated my principle of choosing hotels solely based on how cool they make me feel and how impressed friends are when I tell them I stayed there. I chose based on—gasp—price. And location. How could I possibly continue being a hotel snob when I stayed at 2-star hotels? Could the shame and self-loathing get any worse? Yes, apparently.

Something else I've learned is front desk staff are far more susceptible to obsequiousness and subtle manipulation than reservations staff, who are trained to suck every possible dollar out of travelers. So I bypassed central reservations and third-party websites and called the front desk directly—after hours. Sure enough, I secured a better rate and the vague promise of an upgrade.

Upon arrival, I wasn’t surprised when they couldn’t find my reservation. I half-expected it. Fortunately I had printed off my confirmation, another road warrior fundamental. Take that, suckers! Just try and deny my reservation now, try and make me pay double and then charge me for a no-show three months later. To my surprise, they handled the matter efficiently and professionally, albeit in broken Spanglish and without acknowledging the error or apologizing. And the bottle of wine and fruit basket I expected as compensation for the humiliation of lingering in the lobby and risking being spotted by a former colleague never arrived. No matter, I was happy to be staying in South Beach and not paying $500 a night.

After retrieving my key with its stylish plastic yellow tag I made my way to my room, holding my breath all the way—not out of excitement but because the stained hallway carpet promised unspeakable odors. My room, although not the penthouse suite and with no lap pool or fully-stocked bar or butler in sight, was decent in size and reasonably clean. I have an inordinate fear of floral bedspreads, so I was delighted to see a clean white duvet. There was an odor, however, one of those mysterious stenches that refuse to reveal its source no matter how hard you search. I decided it was tolerable and unpacked my suitcase.

That night, after conceding defeat in my efforts to make sense of the two multi-function remotes provided to control only eight channels, I turned out the lights and crawled into bed. Within seconds I felt itchy. Leaping out of bed, I flicked on the lights and yanked the sheets back, scrutinizing the mattress for bedbugs and—a telltale sign—blood spots. I couldn’t find any, but I knew they were there, lurking in cracks and crevices, waiting for the lights to go out to whistle to their friends and march all over me in a cockroach cavalcade. Still, I couldn’t sleep. The slamming of doors, the hooting and hollering, the strange grunting noises kept me up all night. The walls were so thin I might as well have been having a threesome with the couple next door.

Next morning I checked out at 5:30 am to catch my flight home. I had survived. No bug bites, no lice, no robbery or murder, and no $300 mini-bar bill or $45 parking fee. Maybe I had underestimated budget travel.

While in South Beach I checked out a few hotels I wished I stayed at. My recommendations include the 88-room Hotel Victor, which opened in 2005 and is adjacent to the mansion where Gianni Versace was gunned down in 1997. The only caveat is it’s operated by Hyatt, and I’m suspicious of mammoth chains who try to run boutique hotels. The 131-room Setai is also beautiful, although big and resort-like, and I personally refuse to stay in hotels with two or more towers. The refurbished 104-room Raleigh Hotel is part of the Andre Balazs group and has a stunning pool. The 194-room Delano, part of the Morgans Hotel Group, was a pioneer of chic boutique hotels so we have much to be grateful to it for. Lastly, I’m not a fan of the gilded opulence of Ritz Carlton and its “ladies and gentlemen serving ladies and gentlemen” motto, which is better suited for my grandmother (who’s dead), but if the striking modern lobby of the 375-room Ritz Carlton South Beach is any indication of the company’s future, then things are looking up.

Today I'm off to Seattle, so stay tuned for an update on the Emerald City.

See You on the Flipside

2007-12-21T20:09:00.000-08:00

December 28 will be my last day at Opus. And wow, what an amazing six years it’s been. For those not interested in hearing me get all sentimental, feel free to fast-forward to previous posts about misbehaving guests, mini-bar sex toys, and makeup-smearing drag queens. For the rest of you, kindly allow me a moment.

There’s one major reason why I’ve come to this place every day for six years, the same reason it’s so hard to leave: the staff. Never before have I worked with such a talented team of dedicated professionals. It’s been a privilege to work with them every day. I’ve learned so much and, most importantly, I’ve had a blast along the way.

I’m proud to be leaving Opus while it leads the boutique hotel market in service, financial performance and reputation. Opus Vancouver is once again named on of the World's Best 500 Hotels in the January 2008 issue of Travel + Leisure magazine. How has a little independent hotel achieved such success? Great location, style, and quality, yes, but more than anything it’s all about the people.

Of course, it it weren’t for our guests none of us would be here. They have been fiercely loyal, inspiring and totally cool. The media has also played a critical part in our success. I’ve had the pleasure of meeting writers from around the world, and they’ve told glowing stories about Opus in every medium. Finally, we couldn’t have come this far without the resources, support and expertise provided by hotel ownership. With Opus Montreal now open, this success is now being duplicated in one of the world’s most vibrant cities—en français et à la Montréalaise.

What becomes of me? I plan to take a few months off to write. Murder at the Universe, my first novel in the Five-Star Mystery Series featuring hotel-manager-turned-house-detective Trevor Lambert, is now in its second printing. Murder at Hotel Cinema hits the shelves in June 2008. Now I’m on to #3. So I’ll be at home plotting my next murder over champagne and caviar. After that, who knows. I might pursue my lifelong ambition to fold towels at Linens N’ Things.

What becomes of the GM Blog? It will carry on in infamy in Katrina’s capable hands. Should you wish to keep tabs on me, I plan to start my own blog on my website. There, no longer constrained by the conventions of being a hotel manager, I’ll be able to speak even more candidly. If you thought hookers and drag queens were risqué, stay tuned.

My departure opens up opportunities for my colleagues, including Nicholas Gandossi, who becomes general manager of Opus Vancouver, Jacques Fortier, who becomes general manager of Opus Montreal, and Katrina Carroll-Foster, who is now Vice President of Sales & Marketing for Opus Hotels. It gives me great peace of mind to know that these highly capable individuals will be carrying the torch into the future.

To my colleagues, guests, clients, suppliers, media and friends in Vancouver, Montreal and around the world, thank you for the privilege and the pleasure. It's been a fantastic party, but it’s now time for me to go home and write about it.

I will miss you. All the best in 2008 and beyond. Au revoir et a bientôt.

posted by Daniel Edward Craig at 10:18 AM

3 Comments:

Ken said...
Hey Daniel. I am a lucky Japanese guy who had a great opportunity to do my internship at the Opus in Dec 2005. I had few chances to talk with you, so I am not sure if you remember me. But I had a blast there working in such departments as engeneering, housekeeping, roomservice in a month. I can't forget great people I met there and experieces. Opus hotel has always been the greatest hotel to me since I had the chance to be a part of it in spite of the fact I never had a chance to stay in a guest room. I really miss it now and hope to go back to the Opus hotel sometime in the future.Well, very surprised to know you are leaving the hotel, but good luck in your new field!!
9:34 PM

Travel in Man said...
Take care, we will all miss you.
10:29 AM

Usoff said...
Dang, after reading all your wonderful thoughts and posting some comments, I come across THIS post! Anyway, from what I've read I'm sure your staff will carry on the torch for you (my upcoming trip depends on it lol!)! Though we probably won't ever meet now that you're moving on, you sound like a wonderful person who'll excel in any field/endeavours and I wish you the best.
9:26 AM

Hotels in Space

2007-09-24T20:05:00.000-07:00

Recently there’s been a lot of hype in the media about a hotel that plans to launch in 2012—in space. It’s called Galactic Suites, and reservations lines are expected to be open next year. I would be the first in line if it weren’t for the astronomical price: $4 million for a three-day stay. Now that’s an envious average rate. Since I’ll never be able to afford to be a guest, I thought I might put my name forward as a candidate for hotel manager. Problem is, considering the magnitude of the project and the track record hotels have for opening on time, I fear the launch will be delayed until I’m too old to make the journey—or, well, you know, dead.

That’s the irony of managing a hotel: you become quite comfortable surrounded by luxury and affluence, sometimes to the point where you forget you’re not actually like your guests: they’re rich and you aren’t. It’s always a rude awakening when I go out for dinner and can’t sign the bill to my promo. Hopefully Galactic Suites will offer industry discounts.

The obligatory eighteen-week training period suggests the target market is not your average weekend budget traveler, but more likely business tycoons, rock stars, and billionaire retirees. Fortunately for them, training takes place not in Siberia but at a hotel complex on a Caribbean island. I must say this raised my eyebrow. How will four months on a tropical island prepare these people for space, the most inhospitable environment a human being can endure? A tear in one’s spacesuit would lead to the most painful death imaginable: air would be sucked from lungs, blood would feel like it was boiling in veins, and internal organs would seize. I couldn’t find mention of this in the promotional material.

Why would anyone want to build a hotel in space? Well, why is any hotel built? To make money. When you consider that travelers’ most popular request is a quiet room with a view, imagine how this space hotel could deliver and the premium it could charge—like say, $4 million. Not for the faint of heart, the tour will shuttle guests around the world in a dizzying eighty minutes fifteen times a day at an altitude of 450 km. Promo material boasts that guests will “participate in international space experiments”. Am I paranoid, or does this sound ominous? Will guests conduct the experiments or be the subjects? Let’s hope experiments don’t involve making little tears in spacesuits and pushing guests out the door to see what happens.

As a hotel manager I can’t help but think about other potential challenges. If the hotel overbooks, as hotels like to do, how will relocates be handled? The zero gravity environment will make serving food and beverage challenging, not to mention making beds, cleaning rooms, showering, and, I suppose, using the bathroom. I’m thinking there won’t be a pool, spa, or windows that open. Apparently guests will use Velcro suits to crawl around the hotel by sticking themselves to walls like Spiderman. That could become a real hassle for room service attendants when they forget to bring Ketchup with a delivery. Also, in this age of environmental responsibility, how will a hotel justify rocketing just six guests at a time into space? That’s a lot of carbon credits.

I’ve often said that the hotel business isn’t rocket science, yet it appears it soon will be. The requisite merger of science and hospitality is a bit troubling. The company behind this project is based in Barcelona. As much as I love Spain, my service experiences in that country haven’t been stellar, although admittedly I wasn’t paying $4 million for accommodation. If service is bad, it’s not like you can check out and check into another hotel across the galaxy. The company’s claim that the project is “formed by various professionals in the aerospace industry” is reassuring from a scientific perspective, but where are the hotel industry professionals? Is an astronaut going to be preparing meals and turning down beds at night? They might want to consider getting Singapore involved. And before I get on board, will someone please tell me exactly how many spaceships Spain has built and piloted in the past? I think I’d feel more comfortable if Russia were involved. Whoever it is, I hope they’re better at building hotels than websites. The website for Galactic Suites is just bizarre.

SHAMELESS PLUG ALERT
While on this subject I’d be remiss if I didn’t mention that my novel, Murder at the Universe, is set in a futuristic hotel in New York with a space theme. One of the main characters is a former astronaut who is appointed resident manager as a publicity stunt—with disastrous results. The point being, rocket science and hospitality demand very different skills; combining the two might result in really bad reviews on TripAdvisor.

Should I be hired to manage Galactic Suites, I imagine the job will get a little dull at times, what with only three rooms in the entire hotel. Maybe other duties will be involved, like flying the shuttle to and from that Caribbean island. Note to self: during interview don’t mention track record with valet parking at Opus. A company official describes Galactic Suites as a boutique hotel, once again reinforcing this segment’s reputation for being on the cutting edge. This got me even more excited about the possibility—until I read that the company plans to develop an “orbital hotel chain” and one of the partners is intent on colonizing Mars.

Sorry, but I don’t do chains. Or colonies for that matter. I think I’ll stick to Opus for now. I prefer to keep things down to earth.

posted by Daniel Edward Craig at 10:44 AM

8 Comments:

Maple Guy said...
Thanks for this, I REALLY needed a good laugh and this did it.And how do I sign guests up for those little tears in space suit experiments.
8:17 PM

Roger said...
So are you selling the book at the front desk (signed of course!)? Chapters in Richmond had it in the computer, but apparently not on shelf anywhere in the Lower Mainland.
8:38 PM

Daniel Edward Craig said...
Roger: Chapters/Indigo has sold out of the book but hopefully will order more. Best to ask them to order it as others have done, and with luck they will wake up to the demand in the Lower Mainland. I would be happy to sign it for you. You sent me a question re: restaurants but I think I deleted it. Please resend & I'll do my best to answer. Thanks. DC
5:35 AM

roger said...
Thanks. I guess I'll have to break down and go online. Your kind offer noted. Re restaurants: a while back Hotels ran a feature along the lines that hotel restaurants were loss centres because guests went out and transient diners didn't come in. The response suggested was to contract out the restaurant by moving in an already recognised operation or have a tenant do his own startup. This solution by personal observation can lead to odd environments for breakfast and also to unexpected difficulty for the guest who does want to dine in when the restaurant is fully booked. Some hotels have developed successful inhouse restaurants but locally these operations have not retained "buzz". My question as an industry observer is to ask what you see as the pros and cons and how hotel size and grade, and the restaurant characteristics (physical location in relation to street perhaps important for a city hotel) affect the decision. I thought it might be a topic for one of your posts.
4:27 PM

Anonymous said...
You do not exaggerate. The Galactic Suites site is truly the strangest attempt to sell a commercial venture I've seen.
8:37 PM

Roger said...
Duthie's on 4th had 17 of "Murder" on Sunday.
5:32 PM

roodee2 said...
A hotel manager who writes novels?! Wow! Which is your primary life?
11:17 PM

Hotel La Canela said...
Entertaining read.Two comments: It is NOT dull to run a three-room hotel (Hotel La Canela has exactly that). A couple of reasons: 1) You don't have the amount of resources (read: staff) that take care of a zillion mudane tasks. 2) "Exclusivity" takes on a whole new dimension at the three-room level, where the entire hotel at times becomes one big, continous room-service operation.As for the space hotel, basically all the guests would be paying for the honor of being pushed around by ex-military type managers telling them what not to do. Any request for service, would simply be turned down in the name of safety. So it might be fun to be Guest Relations Manager at the Space Hotel!
3:01 PM

Chain Conformity and Other Foreboding Phrases

2007-08-03T20:02:00.000-07:00

Sorry for the long absence, but I have a good excuse. In case you somehow dodged the salvo of announcements issued by our media team, Opus has adopted a younger sister. She's gorgeous, speaks fluent French and, fortunately, lives far enough away from Vancouver that we won’t be too jealous. Her name is Opus Montreal.

On July 9, Trilogy Properties Corporation, owner-operators of Opus Hotel in Vancouver and operators of Adara Hotel in Whistler, purchased Hotel Godin and re-flagged it Opus Montreal. Since I promised long ago to be a blogger not a flogger, I will resist the temptation to go on and on about this beautiful property, the fantastic staff, its ideal location. I’ll leave that to the website.

I know what you’re thinking. The irony hasn’t escaped me either that, after years of bashing hotel chains, I now work for one. This “chain” is only two hotels, but already I’ve caught myself uttering such odious phrases as “economies of scale” and “chain standards”. Not that hotel chains are evil. Some of my best friends work for them, and I myself have worked for several. They serve many critical functions. For example, they house drunken conventioneers wearing badges and silly hats so boutiques don’t have to. And they fill rooms with low-rated government business so we don’t have to either.

While the term “boutique chain” may sound like an oxymoron, there are a number of successful ones out there: Morgans, Thompson, Joie de Vivre and Kimpton to name a few. It’s not chains themselves that are the problem, but chain mentality. I have an inordinate fear of reporting to some over-caffeinated vice president at corporate office in some obscure state like, say, Delaware who considers herself an authority on all things hotel, yet has never actually worked in one, nor, evidently, even stayed in one. Terms like “chain conformity” also make me shudder. This involves head office issuing a decree that all hotels in the chain offer the same service—like, for example, using the same folksy, cliché-ridden guest welcome letter crafted by the president—regardless of whether it’s a chic urban hotel or a remote resort.

Of course, many travelers are scared of boutique hotels. And who can blame them, given some of the appalling ones out there. Some travelers want the predictability of a hotel chain, where it looks and feels like home no matter where they are in the world. These are the people you see in Paris dining at Burger King. Boutique travelers want surprises, as long as they’re pleasant. You’ll see them dining in some off-the-beaten-path, authentic café in St-Germain-des-Pres.

Does the fact that Opus is now plural mean that our fierce individualism, our irreverent, bad-ass spirit will be crushed? Hell no. The truth is, we’ve never actually been bad-ass. Perhaps a bit irreverent, but at heart most of us at Opus are somewhat conservative hoteliers. We understand that, above all, travelers want comfort, convenience, and intuitive service. In Vancouver and Montreal, Opus will offer this and more: a unique and special experience that reflects the local history and culture.

I’ve been traveling to Montreal a lot lately, and anyone who travels east on business will relate to the joys of traversing time zones. You lose an entire day flying. The lateness of your flight is directly correlated with the earliness of your morning meeting. Your luggage takes forever to arrive, and it's a very tense time because everyone carries the same black suitcase and you're certain that pushy lady with the bad perm made off with yours. The taxi queue rivals the line at the passport office. If you’re lucky, you get to the hotel by midnight, which is okay because it’s only 9:00 pm back home. Except you can’t sleep. At all. Even with medication. You muddle through the next day in a jet-lagged, overmedicated, sleep-deprived haze. Finally, 6:00 pm arrives. Your day is over. Except a barrage of frantic emails from back home ensues, chaining you to your computer until their workday is over, three hours later. When you finally do adjust to local time, it’s time to fly home, where you suffer the same trauma in reverse.

While in Montreal I’ve been living in the hotel, which sounds glamorous, and sometimes it is. Hotels are magical places, staffed by super-friendly people who open doors for you, call you sir, and make your bed way better than you ever could. I love having my own little shampoo containers and jam jars. But a certain degree of privacy is sacrificed. On Tuesday my “wakeup call” was delivered by an irate guest screaming into my phone about a mishap at check-in.

Language is more formal in Montreal. In my capacity as acting general manager I’ve been introducing myself to staff like a typical westerner: “Hi! I’m Dan.” Yet when they introduce me it’s, "Je vous présente Monsieur Daniel Craig, le directeur general.” This makes me feel exceptionally important, wealthy, and, inexplicably, taller. I’m considering insisting on the same introduction in Vancouver, perhaps with “par excellence” thrown in for good measure. But I’m a little nervous about how it will be received.

Speaking of which, what is it that compels certain hotel managers to act like royalty? Over the years I’ve observed them prancing about their hotels, expecting employees to fall at their feet in their presence, seeming to relish the terror they strike in their hearts. Did we go back to the 18th century and no one told me? “That little minion didn’t curtsy when I passed—off with her head!” Shouldn’t managers want staff to expend this time and energy fussing over guests?

In my world, good hotel management boils down to one word: respect. Earned respect, not ordained respect. Treat everyone with respect—guests, staff, colleagues, owners, suppliers, that perky saleslady who’s called you five times this week, and, yes, even that high-strung VP in Delaware—and they will respect you. Humility is also essential. Guests and staff must always come first. If it has to be about you, consider a career in show business. Add hard work to the mix—as Thomas Edison said, there is no substitute for hard work—, integrity, and a bit of luck, and you have the recipe for success, whether you work for a five-star hotel, a roadside motel, a chain or an independent.

These are the values we’ll be bringing to Opus Montreal. We look forward to seeing you there. A la prochaine.

posted by Daniel Edward Craig at 11:05 AM

4 Comments:
sue frause said...
Bonjour Messr. Craig! You know I'm a fan of the Opus, so how wonderful that you will be adding one to the "chain." And they must coin a new word for a small hotel chain -- The Opus and its siblings aren't exactly related to the Days Inn or Holiday Inn world. I'll be in Montreal the end of September so will definitely check out your new property. I love Montreal --Ooh la la.
4:08 PM

Anonymous said...
I recently had the opportunity to visit the Opus Montreal and I must say.."what a beautiful array of decorum and style" Had I been bi-lingual, I might have had the opportunity to join the Opus family but nonetheless, never say never ;) The hotel front office manager Dan was gracious and very hospitable. There are some things said for chains but this wasn't exactly that, it was more of an addition to an extended family. Wish you all the best and looking forward to an addition in Toronto.
3:40 PM

Anonymous said...
Bonjour Dan! Rafraichissant votre Blog, étant hôtelier depuis plus de 20 ans, je suis tout à fait d'accord avec vous quand vous parlez de respect! Étant Montréalais d'origine, j'avais eu la vision que cet immeuble au coin de St-Laurent et Sherbooke ferais un magnifique hotel, et Opus sera surement relevé le défi. Bonne Chance à vous et votre équipe.S
5:08 AM

HW said...
Fantastic Craig - I stayed at what was then the Godin, in May- Does this mean that the property is no longer with Preferred? What a loss if that's the case. A loss for Preferred of course. From a fellow BC Hotelier, I must say, I'm more than a bit envious. The hotel is beautiful.
3:48 PM

So You Want to Work in Hotels...

2007-06-15T19:57:00.000-07:00

I get lots of messages from hospitality students and aspiring hotel workers who read this blog. In fact, an associate professor at San Francisco State University recently emailed me to say the General Manager’s Blog is required reading for his class. For some time now I’ve been promising to write a post about how to get into the hotel business. As the shortage of workers in the hotel industry begins to reach crisis proportions, the time is ripe.

One of the “horror stories” I’ve heard is a Wendy’s in Alberta had to close because they couldn’t find people to staff it. Doesn’t sound like much of a horror story to me. Starbucks maybe, but Wendy’s? All sorts of emergency task forces and working groups and action committees are being formed to address the labour shortage. Which begs the question, wouldn’t our time be better spent working than exacerbating the problem by sitting in meetings? The prospect of not having enough staff to fill positions strikes terror in the heart of hotel managers. Not only are we concerned that service levels will suffer but, more importantly, we’re terrified that we’ll have to do the work ourselves. Don’t be surprised if the next time you stay at a hotel the general manager parks your car and the human resources director fluffs your pillows.

If you’re interested in working in hotels but don’t know where to start, my advice is to get a job in a hotel. Brilliant, I know. My point is that I caution you against enrolling in four-year hotel management program before you know if the industry is right for you. Some people just aren’t very hospitable, and you’d be much better off establishing this before wasting your time and money on a diploma. If you are a good fit, then you’ll have some great practical experience to apply to your studies.

How to get a job in a hotel without experience or education? No problem. Hotels used to be really uppity about hiring the young and inexperienced, but times have changed. Many hotels, particularly big ones, are desperate for staff. This doesn’t mean that even though you have a ring in your nose and a chip on your shoulder you can walk into a high-paying executive position. It means if you are well-groomed, outgoing and have a great attitude you should be able to land an entry-level job. Even a little whippersnapper fresh out of high school can. Yes way.

The key is you have to be open to anything—delivering room service, cleaning rooms, bussing tables, fanning the GM—at any time on any day of the week. Yes, that might mean—gasp—graveyard shifts. We stopped calling them graveyards a long time ago for obvious reasons, so don’t be fooled by euphemisms like “night shifts” or “shift work”. If you want to work in guest services or management, the reality is that night shifts are a right of passage. The great news is you get to witness bizarre things that nine-to-fivers never see. Night shifts make you stronger, more knowledgeable and less afraid of the dark.

If you can’t demonstrate this kind of flexibility then you’re probably not cut out for the industry. A degree in hotel management isn’t going to change that. Save your money and consider a career in banking.

If you manage to land an entry-level job, don’t worry if it’s not your ideal position. Play your cards right and there will be opportunities to move. Work hard and be super nice to everyone, even that bossy lady in HR who made you cut your hair. Never say “It’s not my department” or “I can’t” or “Bite me.” Pay close attention to detail. And don’t steal anything, not even pillow chocolates. Colleagues must respect you, guests must love you and management must remember you. Once you’ve established yourself as an essential and noble martyr, don’t assume you’re entitled to the first opportunity that comes along. It takes time, patience and luck. Years ago, a coworker on the front desk used to apply for every sales position that came available. When she didn’t get them she would bitch to everyone about management’s appalling shortsightedness. She became the Susan Lucci of the front desk, always a contender but never quite good enough. Hm, wonder why.

I realized just how desperate hotels are for qualified people when a colleague from another hotel called me for a reference check on a former employee. The employee had issues, a lot of them, and I was quite candid about not recommending him. A few days later I got a call back. They wanted to know just how bad he really was. Apparently, the staffing situation was so dire they were willing to overlook past transgressions. Until recently, one negative word in a reference check was enough to rule out a candidate. Now hotels are more willing to compromise, which is very scary indeed. Good old Canadian hospitality is in jeopardy.

What’s the solution? One committee suggests bringing retired people back into the workforce and attracting foreign workers, disabled people, youths and aboriginals. All great ideas, but I think we need to be even more creative. What about ex-convicts? They’d be good at making beds. In fact, why wait until they get out of prison—why not hire prisoners? We’d have to keep them shackled, of course, and away from the cash drawer, but I’ve fantasized before about handcuffing wayward employees to their desks. Military personnel are also worth consideration. Their skills with weapons would come in handy in the accounting department collecting bills. We could also import workers from France now that its new rightwing government appears determined to kick immigrants out.

A more obvious solution is to increase wages in the hotel industry. I suggest we start with the general manager. Katrina suggests starting with the director of sales & marketing. Regardless, it would increase operating costs, which would result in higher room rates, but in this economy people have more money, and they should be willing to pay a premium for good service, no? A positive work environment is also important, as are good benefits, training and opportunities for advancement. But now I’m stating the obvious. I’m starting to feel like I’m in one of those task force meetings.

The big question is, if we manage to attract enough employees to staff all these hotels under development, are we going to have enough travellers to fill them? Only time will tell. In the meantime, outgoing, flexible candidates with no previous criminal convictions are welcome to send your resume to careers@opushotel.com.

posted by Daniel Edward Craig at 3:01 PM

14 Comments:

Anonymous said...
pure gold. loved this post, thanks so much :)
12:55 AM

Maple Guy said...
I've managed to retain some of my best restaurant servers by running a lucrative betting pool on how many job offers each one will get over the lunch rush. Highest to date was 5, with business cards.However its so true about slipping standards for hiring and its effect on service standards. Also more and more work gets passed to the managers. Except now we can't find managers. Must be time to cut another service, self serve banquets it is, doscount given if you roll your own table away.Odd question for you on the short staffed economy and junior-middle Managers. Do you think it looks bad to have a couple shorter term jobs in a row (under a year each) if each move showed a new opportunity or does it speak to disloyalty?
11:37 PM

Canaan said...
I am happy that the SFSU professor forced us to read your blog. it has been not only inspirational but entertaining. I am now employed at a hotel in San Francisco through my internship program. I hope to visit your hotel one day from what He has told me. Please keep up the great blogs. I think I might suggest to our GM to start one as well...SF is an interesting city...with interesting people....
5:45 PM

Daniel Edward Craig said...
Maple Guy, You pose a good question. I love to see loyalty on a resume. If the candidate has jumped around a lot I want to know why, and if it doesn't add up I move on to the next candidate. Assuming there is a next candidate.
5:49 PM

Carman said...
Opus Hotel is beautiful. I highly recommend it.
7:50 PM

Brian said...
I bet the students are glad it's required reading as it's so infrequently updated....:-)
1:23 PM

Mohammed said...
loved your post. Great ideas . looking forward to work with you in Montreal . M.Zai
7:59 AM

Anonymous said...
I love that you give this advice:Never say “Bite me.”Barbara
2:30 PM

Colin Jopling said...
"Colleagues must respect you, guests must love you and managment remember you." so true. I think i will have to steal this one myself. Look forward to your next entry daniel.
10:27 AM

Confused Highschool Student said...
First of all I want to thank you for all your useful and genuine advice you've given on this blog. It really helps to see the industry from an insider's point of view.As you can see from my name I am in the wonderful stage of my adolescence called 'what are you going to do with your life'. My parents want me to go to medical school. I don't want to medical school. But I probably will have to go to medical school since I have no idea what else I'll do for hmm.. 6 years? Well that's all changed.I've always known I had to knack for to please people and interact with them. I wanted a job that will give me opportunities to use my creative abilities. I want to travel all over the world. I know I am still young and naive but I think this career is the perfect blend of everything I want. You have no idea how good it finally feels to know what you want, and have something to direct and motivate you to achieve it. So before I write my life story on here I want to thank you so much Mr. Craig for pretty much inspiring me to go for my dreams. And who knows, maybe one day I'll work for you at the Opus. ;)
10:24 PM

Dappy said...
i've said bite me before, it wasn't that bad. I can see what you mean about the Hotel Industry being short of management staff. It certainly explains why I got the GM job.
10:49 AM

Anonymous said...
Sage advice, Sir Dan. ~_^I am an experienced front desk clerk and moving to the area. From what I've seen and heard of your location, I can only dream of getting in, but I plan to send you my resume nonetheless. Cheers to you and your beautiful hotels. ~Adriana Van Leeuwen
6:59 PM

Vancouver Man said...
It is a great hotel and it's nice to see this sort of industry getting into blogging and sharing information.
5:45 PM

Anonymous said...
I am an outsider to the industry and have a question: Does the hotel really care when I put my family of 6 in a room intended for 4? There is no way I would stay at the place at all if I had to use two rooms.
12:36 AM

Back to the Scene of the Crime

2007-04-20T19:54:00.000-07:00

Just back from New York and Canada’s Media Marketplace, where my fellow Canadians and I mercilessly flogged our country’s wares in the hopes that media will write gushing stories. I stayed at the Gramercy Park Hotel for the first two nights, Ian Schrager’s latest hotel project in collaboration with artist Julian Schnabel. I’d heard mixed reviews, but I loved the place. Amazing arrival experience. Major lounge scene. Awesome neighbourhood. Service is at a higher level than Schrager’s former properties, but be prepared to pay accordingly. The décor is a mix of ultra-modern, classic and bohemian, yet somehow it works. I’ve never been a fan of tassels – in my mind they should be seen only on grandma’s curtains or Vegas showgirls – but the ones on the chairs in my room came across as playful and urbane, much like the rest of the hotel.

On Sunday New York was hit with one of the worst storms in history. As a Vancouverite I mocked the hardened New Yorkers who were making such a fuss over a few droplets of rain. Then I went outside. I’ve never experienced horizontal rain before. It was like being in a carwash. I spent the rest of the day cowering in my room.

The next day I checked into the conference hotel, the Waldorf-Astoria. I did so with trepidation. It was built in 1931 and has 1425 rooms. Large hotels are not for impatient people. I’m not big on old hotels either. I like shiny new things. But the staff at this hotel won me over. It’s difficult to provide a consistently high level of service in a big hotel, but they manage it well here. Employees seem genuinely proud. Often their lines sound scripted, but well scripted. I encountered more tassels though, on the curtains in my room. I guess New Yorkers are big on them. And the floral bedspreads have got to go. Have I disclosed before why hotels use such ghastly patterns on carpets and bedspreads? They hide stains. But I’ll leave the investigative reporting to Dateline.

I love New York so much I set my novel there, Murder at The Universe. I imploded the Hilton on Sixth Avenue and erected my hotel in its place. It made me feel like Donald Trump. The novel opens with the murder of the hotel’s owner. It soon becomes apparent that one of the executive staff members may have done it. The main character, Trevor Lambert, director of rooms, is forced to play sleuth while managing the clash of values among pampered guests, harried employees and a militant conference organizer. Some hotel executives may find the premise cathartic, what with the owner getting murdered. I should point out, however, that I conceived the idea many years ago. I would never even think of such a thing at Opus.

Things are gearing up for my book’s release in September. It’s now available for pre-order online. My publisher, Midnight Ink, contracted me to develop the concept into a 3-book series. Book 2, which I’ve been working on for a year now, is due – excuse me while I gasp for air – in two weeks. Time to get started, I guess. The working title is Murder at Hotel Cinema. Trevor moves to Los Angeles to open a swank boutique hotel in Hollywood. At the opening party a gorgeous young movie star is murdered. This time the executives and owners are off the hook, but middle management isn’t. The suspects include the hotel’s executive housekeeper, the chief engineer and the publicist. The victim is a hotel guest, but she’s a diva and a tyrant, so Opus guests have nothing to worry about as long as they behave.

The question I’m most often asked (besides what’s your phone number) is how do I find time to write and manage a hotel? The quick answer: early mornings and long days. Both jobs are a labour of love, so I don’t mind. I’ve wanted to write since I was four, when I used to carry a notebook around entitled “Poims”. Yeah, I was a weird kid, and not a very good speller. When I turned 30 I realized that if I wanted to call myself a writer at some point I would have to write something. I naively thought it would be fun and easy to write a mystery. They say write what you know, so I set it in a hotel. It’s pure fiction, but without a doubt I’ve been inspired by the colourful characters and bizarre situations I’ve encountered over the years.

I’m on “vacation” for two weeks beginning April 30. I say “vacation” because during the first week I’ll be furiously trying to shape Book 2 into something readable. The next week I’ll be on a real vacation. But my mind is always working, and while on the beach in Hawaii sipping strong fruity drinks I’ll be plotting my next murder.

Thanks to Katrina for filling in during my absence. Aloha!

posted by Daniel Edward Craig at 1:46 PM

3 Comments:

Brian said...
Mocking hardened New Yorkers is fun and should be done more often. It never fails to amaze me during the winter when a storm belts the Midwest, it's barely a blip on the news but a couple days later, when the same storm is raining down on the East Coast, it's suddenly Defcon 4 and everyone's whining for their mommies.You want hardened? Come to the Midwest. We can take anything.
7:43 AM

Anonymous said...
I pre-ordered 3 copies of your book because I am so excited to get my hands on it!I am sure you will sell millions!
2:06 PM

Chris said...
Can't wait to read the novel Daniel, I'll pre-order before the 'rush'. I worked for two years at the Rihga Royal hotel (now the London Place) adjacent to the Hilton on 6th so I have a pretty good frame of reference. Great city!
4:40 PM