Anthony Quin started his career with Intercontinental Hotels Group, remaining with the company for eight years in a number of positions throughout Australia and Canada. His first General Manager assignment came at Warwick Hotels & Resorts, in 2008, followed by a General Manager role at Hilton Hotels & Resorts, before joining Mövenpick Hotels & Resorts in February 2014 as General Manager of Mövenpick Hotel Hanoi, in Vietnam. Now, leading the team at Mövenpick Hotel Enshi in Hubei province, China.
What’s the most challenging in running your hotel?
** **In today’s ever changing technology environment with social media at the forefront, interacting with customers has become much more of a priority for hotels. I would have to rate a successful 12-month online marketing strategy up there as a real time challenge that I believe probably all hoteliers nowadays face. From a financial perspective, making sure the hotel is running efficiently with lower costs, without affecting the level of service, and of course increasing the revenue streams, whilst ensuring the guest receives value for money during their visit. Retaining qualified staff within our team is also a priority as there are a large number of choices in the market, so I believe it is the responsibility of the leader’s within the team to ensure our team member’s needs and satisfaction are also met when coming to work. I am also a strong believer that if the team is happy, they will ensure the guest is also happy during their stay.
Have you ever been given any advice that proved not to be true?
I would have to say that I have been extremely lucky throughout my career, with some phenomenal mentors and therefore have fortunately not found any of the advice that I have been given to not be true. One mentor in particular stands out in my mind, let’s call him ‘Mike’, as he is a true old school hotelier, the type that has ‘been around seen it all’ and was able to decipher the white noise for me early on in my career and still is an active mentor for me.** **
Are you a ‘Lobby GM’ or a Numbers GM?’ – And what is the importance of being a Lobby and / or a Numbers GM?
** **Early on in my career I was 90% a “Lobby General Manager” as I thoroughly enjoy the energy and interaction with guests and team members alike, however times are changing. Nowadays there is a lot more focus on numbers and the way in which they affect our business, which I don’t mind, but I always ensure to be in the lobby during peak periods of the day so I am still present in the day to day operations.
What was your darkest moment in your career?
Unfortunately, given the nature of our business, sometimes we encounter some negative situations with guests, however I would have to say the positive definitely outweighs the negative and that all situations I encounter help me grow professionally and aid me in developing my career.
If you could turn back time, what would be the one thing you would have changed in your career?
** **I have been extremely fortunate with my career so far and feel privileged to have worked in the number of hotel chains I have been employed in. I have been given the opportunity to travel and work in some beautiful parts of the word and can say that I still have colleagues in all places of the 9 countries I have worked in, so I would have to say that I would not change anything in my career so far as every step has lead me to where I currently stand.
What are the most common issues with the new generation hoteliers and the younger generation?
I think if we are talking about ‘Generation Y’, they are great bunch, tech savvy, and have a demand for real time communications. I guess I am showing my age if I indicate ‘Generation Y’, but, oh well! I feel this generation is more demanding, as they have access to more information, less forgiving and more aware of what is to be expected from the price paid due to travelling more often than previous generations. They are not afraid to post their experience, hopefully positive, which can be of great benefit for any hotel as other travelers are more inclined to trust a review from another guest when choosing their next hotel, but we also need to be very aware of the constructive feedback which is given to us through reviews and we need to remember that these reviews remain for life on digital platforms these days, which can greatly impact your business.