Talking heads - Learning to delegate was my hardest lesson: hotel chief

Kathy Guy
General manager,

The Grand Chateau


What makes your day at work?


Success in the hospitality and hotel industry is measured by the degree of enjoyment which guests, whether coming to dine, stay or attend a conference, express to us at the end of the visit. This is usually measured by the smile on their faces and the positive comments they write. It makes my day especially when they express their appreciation to my staff, who work hard to provide the best service possible.

How did you get where you are today?


I had the good fortune to move to Taupo in the late 70s, at a time when the hospitality industry was rapidly growing. I started at the bottom, learning the basics of food and beverage.

A series of moves led me into the conference industry. I joined Bayview International Hotel group's Wairakei Resort, Taupo, as conference manager almost nine years ago and was appointed director of sales and marketing.

In 1998 Wairakei Resort won the New Zealand Tourism Award for conventions and incentives and last year won the hospitality award with my entry. Last August I became the first female general manager of the company's sister hotel, the Grand Chateau, Mt Ruapehu.

Who was your most important mentor?


The general manager at Wairakei, Karl Krausse, has been the most supportive of mentors.

He gave me the freedom to develop my own initiatives. He gave me a long rope, but never long enough to hang myself with. He would listen, give his views, rather than tell me what to do. He has been in the industry for more than 30 years, but is still fresh with new ideas.

I feel fortunate to have had his guidance and he has given me the confidence to take on the role of general manager.

What is your advice to someone starting out in your field of work?


Always be focused and positive about your goals and don't expect to get where you want to go without strong commitment to your work.

Be open to all constructive criticism, as the person giving it has most likely learned by experience. One quote I always remember is: "You don't have to move anywhere to be successful, you may only have to shift your thinking."

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


I have to change the business strategy of the hotel. In the past the hotel relied on winter trade, but now, with changing weather patterns and no guarantee of a long ski season, we have to diversify and operate the hotel successfully 365 days a year.

The Chateau, sitting in one of our country's world heritage sites, is an icon in the industry. I want to promote this grand old lady and its stunning setting.

What is the most important lesson you learned on the way up?


Never underestimate your own ability. Always tackle the most difficult challenges first so that you can focus your energy where it is most needed.

How have you dealt with any pitfalls in your career?


Getting people to accept change. Many people in the industry have the "that's the way it has always been done" attitude. I have dealt with this by getting people to focus on my vision, by leading by example and giving people responsibility to follow through with new initiatives.

What one thing would you have done differently?


Delegated. Being passionate about my job and feeling obliged to be at work at all times for my clients was often misconstrued as being indispensable. My workload was often made greater by the fact that I would always do it myself. Learning to delegate has been a hard lesson for me, but I realise now that this empowerment enables my staff to learn and grow by experience.

What ambitions do you have?


As the first woman general manager in the Bayview International Hotel group, I feel I have a lot to prove. I have already turned the Grand Chateau's loss into profit and I want to continue to lift the profits and revitalise the spirit of the place.

I have a two-year contract at the hotel, but my big ambition is to return to Wairakei Resort as general manager when Karl Krausse retires. Wairakei has been such an important part of my career development and I would relish the challenge of being general manager.

How do you relax?


By spending time with family and friends. Time is often a precious commodity in the hospitality industry.

* Kathy Guy talked to Susan Axford.