LAGNIAPPE
HOTELS : What do you do differently than other GMs ?
Kurt Macher : I focus on building cross-functional teams and a flat structure across the business . Everyone has a voice . I welcome new ideas and suggestions to improve processes from our colleagues at all levels — especially those who use the hotel ’ s systems and processes on a ( daily ) basis . That ’ s where the largest operational benefits come from .
I enjoy exploring new ways of doing things and experimenting ... I also lead guests on a run of the local area , so they get a great feel for London and take in the sights and sounds of Tower Bridge , Bermondsey and London Bridge .
H : What did you learn during your time in Asia ?
KM : Asian hospitality is all about gracious , heartfelt service … Small personal touches such as a handwritten note or remembering a guest ’ s favorite tea go a long way . It was critical for me to lead by example while working in a city where I didn ’ t speak the local language . When the going gets tough , I am the first to roll up my sleeves and help housekeeping clean rooms or clear tables in the restaurant , and I encourage all team leaders to help one other interdepartmentally .
H : What are you reading right now ?
KM : I ’ m a real foodie , so I ’ m currently reading “ Save Me the Plums : My Gourmet Memoir ” by Ruth Reichl . It follows Reichl ’ s personal journey as editor in chief of Gourmet and how she grapples with the corporate world while trying to stay true to who she is and continuing to embrace her passion for food .
KURT MACHER GENERAL MANAGER
SHANGRI-LA AT THE SHARD LONDON
Kurt Macher spent almost a decade in Asia , most recently at The Temple House , a Swire Hotels property in Chengdu , China , before arriving in London last summer . He has big goals for the 5-year-old hotel high in The Shard building . “ I ’ d like for us to be recognized as the leader in London for the unique experiences and personalized service we offer ,” he says .
Contributed by ERIN SUND
H : Who inspires you ?
KM : Dietrich Mateschitz , who is an Austrian businessman and co-founder of Red Bull energy drink . It ’ s incredible to observe how he has maintained the relevancy and desirability of the Red Bull brand by getting involved in world sporting events such as Formula 1 . I also really respect his philanthropic work with local communities .
H : Give us a prediction for this year .
KM : The rise of micro trips : short yet experience-dense mini vacations . Quick breaks to a nearby country or city are being booked within shorter booking windows than we have historically seen and for shorter periods of time . Guests are seeking unique experiences that relate to the destination they ’ re visiting to really immerse themselves in their surroundings . We ’ re acutely aware of these trends at our hotel in London and offer our guests personal tours of not only London ’ s most well-known attractions and areas , but also some of the lesser-known such as Maltby Street Markets and Bermondsey Street .
64 hotelsmag . com January / February 2020