The InTervIew : Kit and tim Kemp
A guestroom at Crosby Street Hotel features Firmdale ’ s trademark half mannequin .
approach to the hotel . Some people will come in and they ’ re very shy , and other people come in and they huff and puff and make such a big fuss about things . I enjoy the people-watching side of it , but also I love to see the way that they look at the details that we put in and take for granted the things we ’ ve labored over and had arguments about and felt very strongly about . Suddenly when it ’ s all built , it all pales in significance when people come in the door .
It ’ s so interesting to be a part of putting it all together . I love putting it all together .
TK : I find building the project very rewarding and extremely challenging . To be creative is the most wonderful thing . There are all kinds of occupations that don ’ t involve a lot of creativity , mindnumbing repetitive processes that leave you not so satisfied at the end of the day . The hotel business for the right person is a terrifically exhilarating experience , and the rewards are not only monetary .
H : What are the best lessons you ’ ve learned about the hotel business ?
KK : There will be people who will pull the wool over your eyes and say you have to do this with a room like that , and I think you always have to stick with your core judgment of what meets customers ’ desires and not lose that freshness .
Don ’ t be put off by passing fads , stick to what you really believe in and do it with a bit of heart , really . You want to see a bit of soul and that someone really believes in what they are doing . That comes across to the guest . H : What gets you up in the morning ? TK : I really look forward to the challenges of the day , and my challenges are IT at the moment . I make use of it , but I don ’ t generally understand it , as things are moving at such a pace . Given its effect on the hotel business and construction you can ’ t afford just to sit back and let things wash over you . You have to keep up with the new concepts .
H : What are Firmdale ’ s biggest challenges right now ?
TK : It really is as fundamental as it always has been for our grandparents . It is consistency with the services that haven ’ t changed over the years . You have to be quite committed , as it ’ s an all-encompassing job . It ’ s not something where you can go home on a Friday evening and not be involved . Of course , with mobile phones , you ’ re much more in contact than ever , so it is never-ending . It ’ s quite fun . H : Describe your management style , Tim . TK : My management style is hopefully accurate , relaxed , respectful and instructive . I ’ ve accumulated a fair amount of knowledge over a period of time , and it ’ s very pleasurable to be able to transmit that to someone else who is very keen to learn and very able and intelligent . I find most people receptive and intelligent and very keen to learn . It ’ s very exciting , actually .
H : What trends do you see ahead for the hotel industry ?
TK : The big companies are amalgamating , and that will only be more and more the case . Hotels need to work harder to reach out more to their clients to build up customer loyalty , as online sales are absolutely the name of the
48 HOTELS January / February 2014 www . hotelsmag . com