Home' Hospitality Business : HB AUG 2017 Contents JEREMY, TELL US THE PATH YOU’VE
TAKEN TO YOUR CURRENT ROLE AS
GENERAL MANAGER OF SOFITEL
AUCKLAND VIADUCT HARBOUR.
he legendary Menzies Hotel in
Sydney was my point of entry
into the hotel industry, where
dur ing my traineeship I gained
exper ience in every department. By far
a highlight of my early hotel career was
when I became General Manager at the
Sir Stamford in Double Bay at 25, and
thereafter I was fortunate enough to join
Four Seasons in Sydney where I spent 10
years with the chain on two occasions split with a stint in Austin, Texas.
The position of Hotel Manager at Sofitel Melbour ne on Collins came
next before moving to Auckland 12 months ago as General Manager.
During the course of my career, I have had the privilege to cross paths with
industry legends like John Andrews, Philip Beauchamp, Peter Tudehope,
Stephen Lewis and Clive Scott. All of these outstanding hoteliers were great
leaders whose combined expansive skillset helped shape me.
HOW IS BUSINESS AT PRESENT AND WHAT ARE YOUR
EXPECTATIONS FOR THE REMAINDER OF THE YEAR?
The Auckland market is extremely buoyant and continues to grow and
business is strong so by all accounts the remainder of the year looks
good. New Zealand is such a diverse country, with so much to offer all
markets and we are eagerly embracing the opportunities they represent.
WHAT MAKES YOUR PROPERTY SO UNIQUE IN
YOUR OPINION AND WHAT ARE SOME OF THE KEY
THINGS THAT YOU’RE DOING TO BOTH KEEP GUESTS
RETURNING AND ATTRACTING NEW GUESTS?
Sofitel Auckland Viaduct Harbour is a truly unique property located
on the picturesque Viaduct Harbour and is a true luxury hotel.We are
fortunate to have spacious hotel rooms, outstanding Food and Beverage
offer ings and an award winning spa offer ing exceptional treatments.
Our main focus is to provide authentic ‘service from the heart’ by
understanding and knowing our guests. Not to share trade secrets, but
we really want our guests to feel like family so each stay is tailored
based on personal preferences as we aim to deliver a distinctive and
Our housekeeping team specialise in observing nuances to assist
other departments to deliver not only helpful, but thoughtful service.
WHAT ARE SOME OF THE MOST INTRIGUING TRENDS WE
ARE SEEING IN THE HOTEL INDUSTRY AT PRESENT?
There is an increased focus on loyalty programs and guests are smart to
engage in these. There are benefits to regular travellers and we want to
acknowledge loyalty through benefits and appreciation.
In my opinion consistency and confidence in the brand with
excellent recognition will keep our valued guests retur ning.
WHERE DO YOU SEE THE FUTURE OF FOOD
AND BEVERAGE IN HOTELS HEADING?
Food and beverage presents a great opportunity for animation and
engagement through dynamic promotions, refined culinary offer ings
with outstanding food quality and presentation. As we know, the ‘art
of food’ is currently on trend and must look and taste amazing at the
same time. Hotels still struggle with the stigma of conservative opinions,
however we are doing some world class food and incredible cocktails,
along with exceptional New Zealand and French wines. Food is one
my passions and I am exceptionally proud of what we deliver and we
compete with the best in the highly competitive Auckland dining scene.
AND TECHNOLOGY? ARE WE KEEPING
UP WITH THE PACE LOCALLY?
In today’s digital age, embracing social media is vital as highly engaged
guests leads to loyal guests. Hotel technology is all about data, data
and data, so ensur ing you have a system that is easy to use and fast, is
as vital as clean sheets. The evolution of touch screen technology is a
hot topic and in-room tablets that enable ever ything at your fingertips
provide immense guest benefit from an exper ience and financial gain
perspective when tailored for your hotel.
WHAT ARE SOME TIPS YOU HAVE FOR
GENERAL MANAGERS OF THE FUTURE?
Never lose focus that the guest is your key to success. Surround
yourself with the best people and those who want to learn, then
ensure you coach, lead, develop and support them. Spend time in
the lobby and engage with your guests. Their feedback is invaluable.
Lastly, love what you do. It will show in your entire team. Oh and
keep your owners happy with great GOP [gross operating profit]. ■
This article was originally published in HM magazine.
We sit down with one of AccorHotels’ leading General Managers,
Jeremy Healy, at Sofitel Auckland Viaduct Harbour.
Top property: Sofitel Auckland Viaduct Harbour
The stylish lobby at Sofitel
Auckland Viaduct Harbour
36 | August 2017 | Hospitality BUSINESS
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