“ I STRONGLY BELIEVE LIFE IS ALL ABOUT MAKING A DIFFERENCE , AND I TRY TO EMBRACE THAT IN ALL THAT I DO .”
GENERAL MANAGER ’ S LIFE
‘ PRIDE OF
PERFORMANCE ’
Both your current and previous roles have been with luxury properties . What is it about luxury ?
It was always about luxury ! After graduating , I was very clear in my career plan , which I have followed over the last 35 years . Operating in this sector provides opportunities to pursue true excellence and real attention to detail , which is deliverable due to the high levels of staffing . I have always loved being surrounded by beautiful things of top quality and I was clear this was the environment I wished to specialize in . It offers the opportunity for an ordinary person such as myself to be in an extraordinary world , far beyond my own more modest pocket .
For six years , you worked as an inspector for the Michelin Guide in Great Britain and Ireland ( which ultimately led to your GM role at Lucknam Park Hotel & Spa in 1999 ).
Michelin was always a part of my plan as I felt it would provide me with the opportunity to develop a very objective view in a very subjective operating environment . It would certainly develop my eye for detail . After gaining experience in world-class large hotels in the U . K . and Hong Kong , and with the ultimate aim of running luxurious small properties , Michelin was the necessary part in between to develop quite different skills , knowledge and experience . It was an amazing job , but you are away from home continually , traveling alone . It took me to all parts of the U . K ., from Shetland to the Scilly Isles and everywhere in between , and getting to know one ’ s own country was a very enjoyable benefit .
Describe a typical day on property .
There is never a typical day other than it being busy and long . The variety is one of the things I have always loved . You never know who is going to walk through your doors . As luxury properties are often special-occasion places , I have always felt privileged to be a part of people ’ s landmark moments in their lives .
“ I STRONGLY BELIEVE LIFE IS ALL ABOUT MAKING A DIFFERENCE , AND I TRY TO EMBRACE THAT IN ALL THAT I DO .”
CLAIRE RANDALL GENERAL MANAGER THE IDLE ROCKS AND ST . MAWES HOTEL CORNWALL , ENGLAND
What would you say the industry is ignoring at its peril ?
Truly embracing a work-life balance ... Balancing the ever-increasing staff cost with the continual market pressure of better rates creates a very tight squeeze on profit . Therefore , it is harder to balance both what the business needs and what the workforce considers reasonable . I feel what we need to do is continue to look at ways to improve the working conditions , be smarter in some of our practices .
Where do you find inspiration ?
I strongly believe life is all about making a difference , and I try to embrace that in all that I do . “ Pride of performance ” is my mantra and I instill this wherever I have worked , and the levels of success speak for themselves .
64 hotelsmag . com May 2019