LAGNIAPPE
A surprising , non-hotel skill you have learned on the job :
From being involved in four hotel openings and several remodels of hotels , I have learned that painting , plumbing , carpentry and tiling are all skills that can be learned by the common man , and now I ’ m at a point in my life where I will take on any project at home without trepidation .
What part of your job requires the most creative thinking or improvisation ?
In our modern hotel environment , I find that balancing the needs of all of our stakeholders requires increasing intuition , planning and diligence . Everything we do as hoteliers is measurable and transparent , for the most part , so we have to be keenly aware of the consequences of everything we do .
What has been your biggest lesson ?
In the early years of email , I learned that when somebody sends you a message that is upsetting , you should not send a reply for at least 24 hours . Responding sooner can cause more problems , and you will likely feel different about the situation in the light of a new day . I still believe that picking up the phone is the easiest way to work through a challenging situation .
Your pet peeve as a hotel guest ?
When I ’ m not in my own hotel , I tend to be quite tolerant and low-maintenance . However , I do expect a hotel to be spotlessly clean throughout ; there is no excuse for a lack of cleanliness .
STEPHEN JOHNSTON
MANAGING DIRECTOR AND GENERAL MANAGER , BOSTON HARBOR HOTEL
Your current favorite hotel ?
I had the pleasure of staying at the new Waldorf Astoria in Amsterdam earlier this year . A great deal of thought went into the design of this remarkable hotel , and the service touches throughout the property were memorable .
What do most people not know about you ?
I hold a private pilot ’ s license to fly helicopters .
If you weren ’ t a hotelier , what would you be ?
A pilot . I have always had a fascination and curiosity about the aviation industry .
Do you have a personal goal for the year ?
Address my work-life balance ! I ’ ve never been able to get the balance right , despite trying for over three decades . But I live in hope .
What would you like to have more time for ?
Travel and to see the world . The life of a hotel general manager is a busy one . Add a family , and there is limited time for too much else . As my children are coming closer to being self-sufficient , I hope that there will be many opportunities to explore our world .
72 hotelsmag . com October 2017