Opening a Hotel in China: What Am I Doing, Really?

By Feature Writer Yoland Perras

Quick Update

I am working through finalization of the HOE, IT and POB budgets. I conduct regular walkthroughs onsite which, as you may know, raise concerns, however I am hoping that the possibility for corrections or adjustments will better the end product. Last week they removed the outside elevated crane and the two workers elevators. As a result, you now need to walk up the stairs. On my last walk, I did 25 flights, slow, real slow. Nevertheless, I was all wet after 3 hours. I was told that the service elevators will be operational soon.

What am I doing?

Some have asked what I actually do as a pre-opening GM. Given that my pre-opening period for the project has been extended, my current tasks are mainly focused on technical aspects, as below:

Technical

1. Review floor plans
2. Identify for each of the guests floors: Connecting rooms, storerooms, linen chute, elevator accessibility, emergency staircase, views from the rooms, mechanical floors
3. Inquire about AC system
4. Ask about insulation between the rooms
5. Review signage for each guests floor and all public areas
6. Review office assignments, storeroom locations, kitchen preparation
7. Review kitchen equipment and provide adjustments according to the food & beverage concept in place. Participate in the bid process
8. Discuss and review the Spa concept
9. Discuss bid processes for laundry & Dry Cleaning equipment.
10. Together with designers and contractors, participate in meeting to hear the concerns, share your own and seek solutions.
11. Implement company's standard for accessible guests rooms, ceiling height, fire codes, kitchen designs IT programs, and more
12. Inquire about Fire and Safety codes

These are just a few. During this process, it depends how involved you are. The more you do, the more you learn and the more well rounded you become.

Less Technical

13. Review, submit all budgets in preparation of opening
14. Carefully study for correct implementation the Management Contract between Owners and Company
15. Selecting, interviewing, hiring of candidates
16. Preparing Letter of Agreements (LOA) according to Company's policy
17. Review and update Critical Path tasks and deadline
18. Submit weekly update, monthly GM report
19. Finalize TV channels offerings and prepare listing for guests
20. Select door lock for guest rooms
21. Finalize Hotel first "Fact Sheet"
22. In China, number 4 is predominant with death. In accordance, I had to review all floors and signage to remove all numbers ending with a "4" as well as 13. Meaning that instead of having 36 Floors, I now have 41.
23. Prepare amenity selection for guests by going to various local art stores and seeking samples
24. Decide which uniform, associates will wear during pre-opening
25. Prepare a comprehensive hotel summary for the new arrivals, so they can quickly know about their new surroundings
26. Walk the space with your future key pillars and share your vision of the hotel

These are just a few of the items covered by the Critical Path.

Very light and most difficult part of the pre-opening tasks

27. Taste various food venues in the city, to feel the trends and most importantly the pricing in application
28. Participate in Food & Wine fair and various dinner invitation
29. Try different Spas or Massage sites
30. Share time with hospitality colleagues
31. Write about my experience, which I do with all of you

These are not covered by any Critical path or agreement, yet they are equally important to feel the level the business in the city and its pricing as well as learning trends and preferences.

PERSONAL

As for me, after more than 3 months:

• I know where to get my groceries. I now have 3 different places to ensure that my "humble" Food needs (or my belly wishes) are well covered
• I lightly cook at home and enjoy on week-end pre-cooking succulent Pasta sauce to freeze for later use
• I enjoy my Morning breakfast with a great choice of Morning cereals or Fresh morning toast with a wide variety of jams or just plain "peanut butter". When you operate, you tend to spend your breakfast in your venue and many times meeting with Guests at either the Executive Lounge or the restaurant.
• In the pre-opening, it is a nice that I can leisurely have this important part of the day covered with my preferences while listening to the news whether in French or English on my computer.
• I have selected my own wine supplier where I can buy some good "Rose" from France and a great Pinot Noir from New Zealand
• I have found nice an inexpensive Foot and Back massage that I walk to and from
• I sometimes take the "Local electrical Taxi bike" around on the week-end
• Found a real nice Art street to explore where I can select items for Guest gifts and room amenities
• Found some local food streets where you can get a good feel of the city
• I know how much detergents you need for heavier and smaller linen loads. I also don't mix the colors.
• I also have learned to correctly change the setting on my washing machine as everything is in Chinese
• I found a fantastic place for a "greasy or dirty Burger". I use the word dirty as you need to wear plastic gloves to eat it properly. A truly enjoyable discovery.
• I know where to buy my Coffee after trying different brands and places
• I have my Subway (Underground) card so I can get around easily
• The Construction noise around my apartment has finally stopped last week so the nights are now, well, quiet
• When I have the "blues" I take the plane and go spend some time with my family and kids

All in all, everything is getting well on track and I have settled in. Same as in our business, remember to be highly adaptable to change. This is our world today.

Yoland Perras

General Manager
Sheraton Wuhan Hankou Hotel