Practical / useful preaches & slogans (GA 2011)

(Used by GA in his many speeches & presentations as CEO)

I.  On Basics & Principles:

  • Set priorities in life and practice balance on: Health, Family & Job.
  • You just got one body, one mind and one soul.  Take care of it well, invest in yourself.
  • One Team – One Way approach throughout.
  • Hospitality from caring people – we care.
  • Embrace in full the company culture:  If you don’t believe you don’t belong, don’t waste your time and don’t waste my time.
  • Define your goals and keep adding new plans at different stages in your life.
  • Do not try to do everything yourself, delegate the jobs, empower and believe in others, results will come.
  • Be a leader not a manager:  Managers tend to control while leaders look at the horizon.
  • Determination and obsession to be the best in class.
  • A successful formula yesterday will not guarantee success tomorrow.
  • Remember that there is nothing free in this world.
  • We must do everything possible to exercise our entrepreneurial skills.
  • Maintain a continuous improvement process and be patient, achieving your financial goals and dreams will not happen overnight.
  • All owners want their physical investment preserved and for capital values to appreciate through optimum profit performance.
  • You are the representative of the company in the local community.

II.  On Internal Customers:

  • Full understanding of the fundamentals of our industry and of what we sell:“We sell the two most personal needs for the human body:  Food and Sleep”.
  • Hire for attitude, train for skills.
  • People make the difference.
  • Great hotels are made by employees not by the expensive crystal chandeliers or carpets.
  • We are in peoples’ business.
  • Lone rangers are out of place.
  • Engage and motivate people with passion.
  • A strong subordinate makes you look good.
  • You will always find qualities that you don’t like in people around you, but the love of the work unites you both.
  • Arrogance, ego and overconfidence are lethal, never let them control you.
  • Invest in people development during difficult times.
  • Compensation:  within the top quartile in the industry.
  • Though times do not last, people do.

III.  On External Customers:

  • Meeting customer’s expectation is not sufficient, must exceed.
  • Offering a good product or a useful service is no longer enough.
  • Today consumers are looking for something more that will enrich their lives.
  • Creating strong-lasting tie with the customers.
  • Customers are returning because of the special attention & experience.
  • The hotel industry is constantly evolving, the customer needs are also evolving.
  • Health, well-being and looking good continue to move up on peoples’ priority.
  • Loyalty is fostered by service consistency and guest recognition.
  • Solve the problem on the spot, don’t let it become bigger.

IV.  On Directions:

  • Safety takes priority at all times.
  • Don’t manage by cost cutting but manage by revenue.
  • Be a visible role model.
  • To generalize, we tend to be cost obsessed, bureaucracy laden and over-controlled.
  • Price is what you pay, value is what you get.
  • Rules should serve the business, not vice versa.
  • Challenge the status quo with objective to improve.
  • We are in business to generate maximum profit, “not for fresh air”.
  • As business people we are evaluated on results.
  • No space for non compliance on standards & controls.
  • Need of change and of continuous improvements or face the worse.
  • Don’t reinvent the wheel.
  • More cash than flash.
  • Controversial:   (Not recommend).
  • You are as good as your last P&L.
  • Be fearful when others are greedy, and be greedy when others are fearful.

V.  On Advices & General:

  • There is no substitution to hard work.
  • Is hotel business a commodity?
  • The role of corporate office is to assist the hotels where the money is made.
  • Constructive engagement is healthy for any organization.
  • In our business, operating cost will always increase.
  • Everyone knows (or think they know) the hotel business.
  • Our business is not about product features.
  • We are here for the long term.
  • Individual owners are more emotionally attached to the hotel than institutional investors – “Public Face”.
  • Hope for the best, plan for the worst
  • Don’t swim up-stream at all times
  • Have faith
  • Luxury without pretension, the ideal hotel ambiance is a place where you feel comfortable either with your tuxedo or with your jeans.
  • A person who is hungry will always do well
  • Thinking out of the box.
  • Investing:  You can’t buy what is popular and do well.  The time to get  interested is when no one else is.