Talking Heads: Going to town with hospitality

Name: Paul Town

Position: Duty manager, Crown Towers Hotel, Melbourne

Age: 26

Born: Helensville

What makes your day at work?

Being such a volatile environment, hotels often face new issues or situations every day. With no code of practice or standards to help you, it's satisfying to resolve an issue just by tackling it in an analytical, rational manner.

How did you get to where you are today?

After leaving school in Auckland, I spent a couple of years "finding myself." After two years I knew I was ready to throw all of my enthusiasm and effort into something. So I went to the International College of Hotel Management, in Adelaide, South Australia. That was my first good move, as the standard offered as an education product was second to none in this region, and its affiliation with the Swiss Hotel Association and L'Ecole de Cordon Bleu meant I would have a recognisable qualification if I moved to Europe. Since then I have worked at the five-star Langham Hotel in London, starting as receptionist and moving up to night manager. The skills and experience I picked up at the Langham will assist me throughout the rest of my career.

What is your management style?

While it is paramount to maintain a professional image, it is also important to remember that good service is delivered only by people who are enjoying what they are doing. So I'm not autocratic. I'm a big fan of harnessing people's enthusiasm in a productive direction. If your staff are joining you in a project or task by choice, they will be far more committed than those joining you because they have to.

What advice would you give to someone starting out in your field today?

Set goals, short, mid and long term, and try hard not to deviate from focusing on those goals. When someone first starts in this industry - which, no matter what qualifications you have gained, is usually at frontline level - it is easy to be distracted by some of the various distractions inherent in hospitality. You can always tell those who let after-work activities dominate their lives from those who control themselves enough to not let their work performances become affected, and therefore stand out. Secondly, always look to develop yourself outside your role. Entering at operations level means your job scope is fairly well defined. Therefore, it is important to expand your knowledge and skill outside the boundaries of what is expected of you. I guess what I'm trying to say is, at times you have to be prepared to wait longer than it seems necessary to rise to the next level. Be patient.

What was your biggest career break?

I'm yet to have what I would describe as a big break (maybe it's yet to come). Although it's been a fairly quick progression, it has been steady.

I guess gaining the opportunity to work in London so early in my career allowed me an excellent perspective on the industry.

Who was your most important mentor?

One of the most valuable practices I have employed is to actively seek the guidance of others who have been successful, particularly if they have achieved that success in a short time. That's good practice for any industry, but particularly hospitality, where so much value is placed in the quality of your experience.

What's the biggest challenge for your organisation in the present economy?

When Crown Towers opened in Melbourne it became the benchmark in standards of luxury and facilities. When I arrived in Melbourne 18 months ago we were still the only property in what we like to call the "six-star" category. Since then two further hotels of this standard have opened, effectively doubling the supply of six-star rooms, with more on the horizon. This new competition means we must look towards continuous improvement, possibly even to reinvent our product in small ways, thus distinguishing ourselves from our new competitors and remaining the best hotel in the region.

What skill would you like to have?

I can't play golf and I feel I'm missing out on something. Hopefully, someone will teach me soon. I would also like to be fluent in a couple of second languages.

How do you relax?

I like to read but wish I had time to do a lot more. I also enjoy going out to good restaurants, particularly when I get the chance to try something new and interesting. I've always been a big sports fan and occasionally play tennis. I've found it hard to switch my mind off work mode, but I'm slowly working that out. I recently got married and my wife is in the same line of work. Ultimately, I'd like to have more time to spend with her, but unfortunately our schedules often don't allow it.

How important is a sense of humour in your job?

Paramount. You meet some great people, but you also see the darker side of human nature. If we were to take it all too seriously it would make work pretty tough. Guest expectations are changing. It used to be that a guest expected "yes, sir, no, sir" dialogue. Today, they welcome a more relaxed interaction - and often enjoy joking around. And, of course, we have our amusing moments - such as the man who would sleepwalk through the lobby of the Langham wearing just his socks or the guest who threw a chicken at me, screaming that it was overcooked. It was all good fun.

* Paul Town talked to Susan Jennison.