What are some of the key lessons you have learnt throughout your 24-year career in the luxury hospitality industry that you hope to apply to your role at InterContinental London Park Lane?
- Consistency is key. Doing your best every day will give you an edge over most others.
- Always put yourself in the other person’s shoes (this also works for clients and colleagues) and try to understand their point of view.
- Ask yourself:whyThis comes from putting yourself in someone else’s shoes. Asking yourself, “Why did they do that?” can help you better understand the other person’s situation and perspective.
- Be happy when problems arise or client challenges arise – you will learn how to overcome new challenges and solving them will take your guest relationships to the next level.
What led you to join InterContinental London Park Lane and how do you think you will leverage its unique location and characteristics to improve its position in the market?
InterContinental London Park Lane is a magnificent hotel with a rich history of hosting guests and dignitaries from around the world. Our location is incredible, as for me it is the gateway to the Royal Parks, Mayfair and where Park Lane began. We are the global flagship of InterContinental Hotels & Resorts, part of IHG, the world’s largest hotel group. It is an honour to be part of such a dynamic global hospitality company, home to some of the world’s most trusted and successful brands and industry-leading loyalty programs.
Can you talk about a particularly successful sales or marketing campaign you’ve led and how you achieved that success?
I previously successfully repositioned a hotel and increased RevPar by 23% through clever PR strategies, a new approach to sales tactics, and great visual content.
Given your extensive experience in leading luxury hotels, how do you plan to differentiate InterContinental London Park Lane from competitors in the luxury hotel market?
A true gateway to the inspiring diversity of London from a modern British perspective, InterContinental London Park Lane opens the doors to a fascinating world. Our team’s unparalleled expertise means you will feel truly ‘in the know’ from your first interaction with us. Together with our clients, we pride ourselves on bringing incredible opportunities to life and being the backdrop to incredible stories.
What are some of the innovative initiatives you are considering to maximize hotel performance during the busy holiday period?
InterContinental London Park Lane has a great history and is known for providing excellence in all areas of our business. We invite our guests into a world of extraordinary things, sometimes the best moments of their lives. We know how to turn the ordinary into the extraordinary with style and ingenuity, and we will continue to work with our guests to make these special occasions a reality. Coming up, we will also be launching a winter version of our terrace and exciting holiday offers.
How do you plan to integrate the hotel’s existing strengths, such as location and dining options, into your overall sales and marketing strategy?
Our location at Number One Park Lane is a major plus, offering spectacular views across London’s ever-changing skyline. The hotel offers a variety of dining options, including Theo Randall at the InterContinental and Theo’s on the Terrace, a summer terrace pop-up offering an Italian vibe in the heart of Mayfair. The hotel also boasts the Wellington Lounge and cocktail spot Arch Bar, and this summer also saw the return of Najma Lebanon, a Lebanese pop-up restaurant that has proven extremely popular with guests during the warmer months. We are building on our continued success across the hotel by launching fresh new menus, including the recent addition of Elizabethan Royal Tea, our new signature afternoon tea that pays tribute to the late Queen, and has partnered with prestigious Royal Warrant chefs to deliver a refined dining experience. As the seasons change, you will see further changes across the hotel, including festive menus and promotions, as well as the opening of our new winter terrace.
What challenges do you foresee in your new role and how do you plan to address them to ensure the continued success of InterContinental London Park Lane?
As a talent manager, you are always expected to understand a new business inside and out from day one. Of course, that’s impossible. Luckily, over time, I’ve built strategies to manage this, and I’m lucky to be part of a really knowledgeable and professional team.
Using your global sales experience, how do you plan to attract and retain international guests at InterContinental London Park Lane?
We are fortunate to be represented by a strong local property sales and marketing team, as well as a very well-connected and talented ‘Luxury & Lifestyle’ global sales team that will continue to expand our reach and bring new clients to our hotels.
Sustainability is becoming increasingly important in the hospitality industry. How do you plan to incorporate sustainable practices into your sales and marketing strategy?
At IHG, we strive to protect the planet so people of all ages can travel and explore, while supporting the communities around us.”Journey to tomorrow“IHG’s sustainability initiatives” include waste management, carbon reduction, water conservation, and more. We have embarked on a 10-year action plan to ensure travel remains beautiful, now and into the future. True Hospitality for GoodInterContinental London Park Lane is committed to supporting its employees in shaping the future of responsible travel in London, making a positive difference in the local community whilst protecting the beauty and diversity of the planet for future generations.
Tell us about InterContinental London Park Lane’s approach to team leadership and how you plan to inspire and support the team to achieve the hotel’s ambitious goals.
I believe in empowering my team to win, setting a clear vision, creating a plan, and supporting them with the tools and training to maintain their peak performance.
