One month into my “Critical path” in preparation for the opening of this property, I have settled in OK; a few hurdles down the road yet nothing unmanageable. I’ve learned about my new surroundings and found a couple of places to eat and shop. I work alongside my “only” co-worker, the Deputy General Manager (DGM) who has been assigned by my Owners to assist me in my journey.
Hiccups along the Way
Yes of course. You do not go into this process without obstacles. One personal hick-up, if not solved, can have great influence on my many tasks ahead.
Lack of sleep has been, since my arrival, the most difficult aspect of my assignment. I have a nicely located apartment in the center of the city where you can find all essentials, like pharmacy, restaurants, bars, walking street, mega malls and more.
However, much like everywhere in China, Wuhan is under siege with “massive” construction. Blocks of apartments make way for highways and overpasses. New districts are being created with impressive new emerging city centers comprised of offices, apartments, recreation centers, schools and medical facilities.
So all round where I live, kilometers of apartments and offices have been brought down to rubble making way for subways and a new highway to the airport. To minimize the daily traffic congestion, much work is being done throughout the night, hence my lack of sleep.
Having diplomatically but forcefully talked with my DGM, I was assured that it would be fixed soon, really soon. I guess my face showed the sign of tiredness or impatience when I made my request.
This is not negotiable. I NEED my “Beauty” sleep. If not my performance is sub-par, my fuse is much shorter and well, it will be fixed very soon, so I was told.
Opening vs Operation
Fortunately in my last week of the month I had to travel to two different cities and got the opportunity to reacquaint myself with the sweetness of a comfortable bed, inviting amenities, the pleasant surroundings of an executive lounge and the pleasure of listening to well known news channels – French and Quebecois lingo as well. A pleasure to feel the operation and be a full time guest for a change. It gave me the opportunity to visit different products and experience various approach to service.
When we operate, we largely focus on our day to day operation and how to better our delivery. We have less time to look “outside of the box”. Being that we are 24-7-365 technologically connected with instant guest feedback, work E-Mails, SMS offers, given via so many channels, our role as Hotelier remain to meet and deliver to guest expectations daily, constantly and consistently and today, quickly.
Taking a step back from the operation, realigning your perspective and reaffirming your beliefs in this wonderful world of Hospitality is necessary. Looking from a professional point of view and experiencing a property’s different operations and venues will add to my readiness of my property. In the span of 5 days, I stayed in 2 sister properties, visited 4 different ones, and experienced some popular and well run Food & Beverage venues.
Of course, living in the comfort of an operating property gave me the much needed sleep I was lacking for the past few weeks. Worth mentioning is the enjoyment of using an Executive Lounge with its privileges as well as the opportunity to meet and share with colleagues.
Recap of a Month
In that last month, I interviewed potential candidates for different key positions, re-submitted POB, HOE and IT Budgets which are still being finalized by the Owning Company. Got to know my Owners a little more.
There is one professional hick-up. I now have 3 contradictive “Critical Opening Dates”.
As we are in the early process, it is better to get one date confirmed so you can go forward with all the processes. As, we all know, the back-end of the “Critical Path” is fully loaded and more costly to the Owners than the front end. Having a written “Opening date” will guide all my actions as well as the early hiring of key executives.
That being said, as is often the case, a project can be delayed down the road but at least you have given yourself and the Owner every opportunity to minimize the costs and share details of what will happen should the “Opening date” be changed later on.
This is where we are currently, having to confirm, hopefully soon, a “Critical Opening Date”. I hope to get this in the coming week.
Yoland Perras
General Manager
Sheraton Wuhan Hankou Hotel
