Scotland’s Top GMs: Focus on RICHARD MAYNE – G&V, EDINBURGH

26th of January, 2018 | Posted in Edinburgh, Editor's Picks, Interviews, Uncategorised Email Article | Print Article

We asked some of Scotland’s Top GM’s to give us the lowdown on their roles.

RICHARD MAYNE, GENERAL MANAGER – G&V, EDINBURGH

Tell us a little about yourself.

I joined Carlson Rezidor in 2015 when I became General Manager of Radisson Blu Hotel Edinburgh. I then took on the new role of Cluster General Manager in June of this year, adding G&V Royal Mile Hotel Edinburgh to my portfolio alongside the Radisson Blu.

Prior to joining Carlson Rezidor, I was Regional Managing Director for Macdonald Hotels in Scotland, and General Manager of Westerwood Hotel and Country Club before that. I have worked in the industry ever since I graduated from University, where I gained an MA in Hospitality Management.

What drove you to choose your career path?

Growing up, my Mother had her own catering business, which I used to help out with on weekends. I’ve always had an interest in cooking so that side of things naturally appealed, however I found myself increasingly enjoying the client-facing, management aspect of the business. That’s when I knew I wanted to go into hospitality!

What do you actually spend the majority of your time doing?

I had a very pleasant dinner with the District Director for Carlson Rezidor, who invited me to meet with the Area Vice President. I was then flown out to Brussels to meet the Chief Operating Officer and HR Director. It was the ideal opportunity for the direction I saw my career going in and, crucially, the timing was right. The rest is history!

What are your average work hours?

Day-to-day, my role consists of overseeing all operations, strategy and marketing across both hotels and ensuring that we provide an exceptional experience for all of our guests. People development is a key part of my job, providing all staff with appropriate, targeted training to ensure we are delivering the very best service we can.

What misconceptions do people often have about your job?

Long hours and low pay!

How many hours do you normally work?

I work an average of 50 hours.

What do you do differently from your co-workers or peers in the same profession?

Not being afraid to ask for the help and opinions of my colleagues.

Delegating in a manner that allows others to develop and keeps them motivated.

I host a General Manager coffee morning each week, which I find invaluable. It helps me to gain feedback and communicate to a staff member from each department on what is happening throughout the hotel, in a more relaxed and informal setting. I also make sure that success is celebrated and shared with the team. For example, we recently celebrated a successful quarter with a special BBQ for staff and their families.

What’s the most enjoyable part of the job? What is the worst part of the job and how do you deal with it?

The most rewarding part of my job is seeing staff develop and looking at new creative and innovative ways to elevate the levels of service that we offer to our guests. The worst part is sitting at my desk preparing reports – I’d much rather be out and about overseeing the properties and meeting our guests!

Some customers can undervalue the personal commitment of our staff to continually go the extra mile. Having watched countless documentaries on hotels and restaurants and having seen how wrong things can go when service is less than perfect, I really appreciate the extra planning that goes in to ensure each customer is made to feel special. Those not in the industry might not realise the effort that goes in!

Over the years, I’ve learnt that customers really value the personal service and little individual touches that make each guest feel truly looked after; a birthday cake in your room, a bottle of fizz when you are celebrating a special occasion. Cleanliness and attention to detail is always very important, too.

What are you proudest of or what was your proudest moment?

I’m always proudest whenever a member of my team gets a hard-earned promotion. There’s nothing more satisfying than watching someone realise their potential and knowing you have played a part in it. If I had to pinpoint particular career highlight, though, it would be leading the team that won Hotel of the Year and winning General Manager of the Year for the EMEA region.

The following two tabs change content below.
Hotel Magazine Scotland News Team

Hotel Magazine Scotland News Team

Hotel Scotland is a new publication (2017) from the publishers of DRAM - Scotland's leading on-trade magazine. Hotel Scotland is a newsy magazine which covers all aspects of the industry in Scotland. From who's who, to industry issues and refurbishments.
Hotel Magazine Scotland News Team

Latest posts by Hotel Magazine Scotland News Team (see all)

Recent News

    Moxy

    Moxy Hotels, Marriott International’s experiential hotel brand, opened in Glasgow recently at High Street. Moxy is described by the company as being…

    The Fife Arms

    The transformation of The Fife Arms in Braemar is now complete and the hotel has re-opened just in time for Christmas. This…

    A Dream Team: Interview with Struan and Louise Lothian

    Struan and Louise Lothian own and run the Knockendarroch Hotel in Pitlochry, which recently was awarded a César by the Good Hotel…

    Trade bodies express doubt over City of Edinburgh Council’s boast that half of accommodation providers in Edinburgh support its proposed Tourism Tax

    Both the Scottish Tourism Alliance and UKHospitality have called in to question City of Edinburgh Council’s statement that its proposed £2 tourist…

    Priory Hotel adopts employee-ownership model

    The Priory Hotel in Beauly, near Inverness, has transitioned to employee ownership to 46 staff members as its founder prepares to retire after…

    Rising costs pose significant threat to Scotland’s hotel sector

    The fear of rising costs – caused by inflation, business rates, staffing and online travel agency (OTA) fees – is the biggest…

    GREEN LIGHT FOR GREEN COLLABORATION

    UKHospitality and Scottish-based organisation, Green Tourism, which helps businesses and attractions achieve sustainability goals, have joined forces in order to raise awareness…

    One Devonshire Gardens

    One Devonshire Gardens by Hotel du Vin in Glasgow has seen its bedrooms and restaurant areas transformed and two new luxury townhouse…

    Gleneagles outpost for Edinburgh 

    Press reports that Ennismore is planning a new Gleneagles Hotel in Edinburgh are short of the mark, instead, Communications Director John Diviney…

    DoubleTree by Hilton Glasgow Spa and Golf Resort

    The former Westerwood Hotel & Golf Resort in Cumbernauld, home of Scotland’s only Seve Ballesteros-designed golf course, is now part of a…

    Interview with Robert and Vivien Kyle

    Robert and Vivien Kyle are the husband and wife team behind the Ayrshire-based RAD Hotel Group, which employs 500 people over six…