FEATURE
Guests probably complain more than they used to and will often air their views on TripAdvisor rather than comment in person while staying at the hotel . This is frustrating when a simple matter could so easily be resolved in person , but sites like TripAdvisor stop customers complaining face to face . Often the customer misses out that way , because a hotel might perhaps have offered them an upgrade or a complimentary dinner , depending upon their complaint , if they had simply spoken to staff at the time .
But there have been many positive changes over the last five decades . Customers have so much more choice now in food and beverage ; a room can be booked instantly with a couple of clicks online with so many travel sites ; modern technology has made life easier with accounts being computerised . It seems hard to believe that when I started work in 1967 everything was done by telephone and letter , or a telegram
in an emergency . Even when we bought the Langham in 2005 , the accounts were still done in pencil .
My scenario , going from washer-upper to hotel owner is unusual , but people could still follow my career path today and come through the ranks . Some people think that they have to work in the same area throughout their career , but there is nothing to prevent a change of direction . Experience is the key to success these days and so you need to move around . Some time working abroad can give you a better chance too and I really don ’ t think Brexit is going to make any difference to our industry from an employment point of view .
With Brexit , there is definitely an angle being missed . Often people will say that there won ’ t be enough staff in future , as so many employees come from Europe . But we live in an era where a number of
manufacturing industries in this country are dying , putting thousands out of work . More and more robots are doing jobs that humans once did , such as packing orders ; shops are introducing self-service tills that mean fewer staff are required ; so many of us now buy online , which means shops close . The simple answer is that all these customer-focused workers could so easily be re-trained to work in the hospitality industry . It ’ s time we opened our eyes to the fact that there are a lot of workers available in this country . So , although there is a concern over Brexit , I really don ’ t think we need to worry about the future of our industry .
I am cutting down and now work 80 hours a week instead of 120 , but I still love this industry after fifty years . My father worked until he was 92 , so why shouldn ’ t I do the same ?
In 2009 , a book called Celebrity Hotel by Paul James was published , and it followed the life story of hotelier Neil Kirby . The name of the book comes from Kirby ’ s many encounters with celebrities in his run up to becoming an award winning hotelier . As stated in the blurb , he was “ inspired by the Forte family ; encouraged by Sir Jackie Stewart ; enthused by Olga Polizzi ”, who are among just some of the notable names who have lent a helping hand in shaping Kirby ’ s career . The book follows Kirby ’ s career , which is somewhat inspiring , as he determinedly excelled in the hotel industry to own the multi-million pound property he currently has his name to .
Starting his career as a washer-upper at Grosvenor House Hotel in 1967 , Kirby worked his way up to where he is today , a hotel owner . Following a 28-year stint at the Grosvenor , Kirby is now celebrating his 50th anniversary in the hospitality business this year , as he now proudly runs the Langham Hotel in Eastbourne , Sussex . During his time there , the 65-year-old has transformed the hotel with the help of his wife Wendy , and it has now become the first and only AA four-star hotel in Eastbourne .
July 2017 www . hotelowner . co . uk 43