Update
Cool, I now have an assistant. My first Associate, my first hiring. In her first week, she also will neither have an office nor computer. That’s OK, she can use mine or my DGM. We will manage. She will help me to be better organized and follow-up on the many tasks ahead. I can now hold a morning meeting with her and my DGM, plan the week as well as having a weekly review.
Exciting. We are “snailing” our way forward.
You probably noticed that I wrote “my first Associate” being my assistant while I already mentioned that I have a DGM. As written previously, the DGM is chosen, assigned by Owning Company and is, in principle, there to assist and facilitate your work and communication with the Owners. After all, my insufficient control of the Chinese language would neither be useful nor productive in any meetings with the Chairman, the Board of the company or the many Executives assigned by the company to oversee the opening of this property.
And yes I got my additional window to address my lack of sleep. Although not perfect, it improved the overnight quietness by at least 75%. I can sleep longer while they continue their work outside and be restful during the day increasing productivity, mind sharpness as well as restoring my natural smile.
Which brings me to working in China
Many stories can be told on how it is to work in China. One extremely important common factor that each Hotelier NEEDS to remember when working in China is the “Face” factor. Many books have been written on the subject covering many fields of expertise and truly “Keeping Face” is the predominant factor in most if not all transactions.
When I first came to China, I read about the country its culture and etiquette. Not until you are fully immersed with the mentality, can you comprehend the meaning of “Keeping Face” “Giving Face”. Soon after my arrival armed with my little knowledge, I got quickly into trouble with my DGM at the time, as I fought and challenge decisions that were to me basics steps to move forward an idea. One important rule, never argue with your DGM or Owners representative in front of other people. That will leave a “black mark” and will stain your relationship for a very long time and in some cases forever. Most definitely never challenge your Owner.
The simplest thing such as paying for his/her invited guest can turn out to be a shouting match in your Lobby, restaurants, taxi, well everywhere. If this principle is not understood then the challenges gets much bigger.
Actually just happened to me today as I wanted to pay the Taxi fare and my Chinese friend categorically refused me to do so. After two tries and tough look, I retracted. You would think that after all these years I would have learned, well sometimes I try. The younger generation, less than 25, will most likely forego this as they are leaning towards an era that their parents and grandparents never experienced.
Owners in China
Now that you know a little more about China’s habit, you can expand this to the way Owners view their investment. For each Owner, each project is the best, the biggest, the most creative, the most innovative in brief the most superlatives you can think of.
I remember meeting, not long ago, an Owner who was in the selection process of a Hotel Management company as he was building “HIS” property as part of “HIS” real Estate project. He went on to emphasize that “HIS” property would by far surpass my hotel that the parking floor would be better, thicker, especially insisting on the waterproofing. At that time, the only thing I could see of the hotel was one thick slab of concrete and a big hole where the hotel would be standing. Being that he was from the same town as my Owner, it was extremely important to him to heavily stress the fact to “show face”.
Understanding
Understanding this important driver when meeting with any Owners will get you a long way. Contrary to European or American working ethics, Owners in China are heavily involved. Some decide of the concept, some decide of the colors, some get involved in running the restaurants and venues and more. Some will be onsite every day, collecting information and sharing with you thereafter. Some, along with their family, will live onsite.
If you ask the many colleagues who have worked in China, all will have stories to tell and books to write.
Compose and Adapt
More can be written on the subject yet this is not the purpose of my writing. As an Hotelier we are taught to “Compose and Adapt”. Being and working in China will emphasize these two elements. We, become Diplomats. We act, as Diplomats. Our role is to ensure that Owners, Associates and Guests get what they expect. In my humble opinion, nowhere more than Asia will your experience and knowledge be used to its fullest.
Recap — Critical Path
As of this writing we are still awaiting Owner’s response on the “Critical Opening Date”
A “Critical Open item” to follow-up in the week to come
Yoland Perras
General Manager
Sheraton Wuhan Hankou Hotel
