Frank Grassmann Talks to TOP25 Hotels
General Manager at The Nai Harn Phuket
Frank Grassman has over thirty years of hospitality experience in 5-star hotels and resorts in Germany, UK, Saudi Arabia, Thailand, Mexico and Philippines. He has strong operations experience in the 5-star deluxe market with proven success with major refurbishments, relaunches and hotel openings.
Frank has started his career in classic European luxury hotels before embarking on a planned path via the Middle East and the Americas to Asia. He developed into a results-orientated as well as quality operator by working with multi-national corporations and upscale independent operators. Through extensive cross-cultural experiences Frank is able to manage difficult situations and scenarios across countries and operating environments.
What motivated you to go into the hotel industry?
I always wanted to have the opportunity to travel to learn countries and cultures (and cuisines). My original plan was to become a pilot for Lufthansa, but I was declined (despite coming agonisingly close), so my Plan B kicked in and I started my apprenticeship in a German Grand Hotel with Steigenberger.
At work, what puts a smile on your face?
Happy guests and happy staff. And when I can see that ideas that we implemented work out and guests enjoy them.
How did you start your hotel career?
As mentioned above, I started with an apprenticeship with Steigenberger in Duesseldorf. The Parkhotel, which was one of these rather old-fashioned grand hotels. After completing this 3 year program, I moved to The Savoy in London where I completed a 2 year F&B Management program, which was cut short after 8 months and I started permanent employment there in the hotel’s purchasing office, where I grew up to become Assistant Purchasing Manager.
What are the skills needed to run a successful hotel?
Ability to listen, to evaluate and then action. Patience is required and a situation should be evaluated from all sides before a decision should be made. Of course experience is important, too. Decision making processes are a lot shorter if you have first hand experience and know the answer to the problem.
What does a “typical day” look like as General Manager of a luxury resort or hotel?
– Arrive 7.30 am, quick coffee and pastry at the main breakfast restaurant, quick look through for any guests to be greeted, then daily morning briefing with department heads at 8.30 am.
– 9 am extensive round through the breakfast restaurant(s), speak with guests.
– 10 am office work, 11.30 am leave office for walk around the entire property, lunch, back to office
Meetings in afternoon, 5 pm at the latest walk around again, check on Happy Hours in all bars and restaurants, see dinner guests
– 7 pm gym time for some exercise
– 8 pm home
What’s your idea of luxury?
Obviously an impeccable property in terms of the physical product. But more important luxury is the ability to offer our guests a bespoke experience in all areas that are important for the guest.
We need to be able to offer guests an exceptional wow experience in whatever area that they might like. Spa, drinks, food, etc
We need to provide TNTs. Tiny Noticeable Touches. In all areas of the resort. That’s luxury.
What are you offering in your hotel that Airbnb can’t?
Service. Human Interaction. Curated experiences.
What practices do you implement to uphold cleanliness within your hotel?
Establishment of policies and procedures in cooperation with Ecolab, the global leader in water and hygiene technologies and services. And of course strict compliance by the staff.
What sustainable practices have you implemented at your hotel?
No plastic straws (use paper), no plastic stirrers (use glass), no plastic water bottles in the hotel (use only glass incl guest rooms), comprehensive recycle program, waste water management. We received the “Gold Level” Green Hotel Award from Thailand’s Department of Environmental Quality Promotion, which is part of the Ministry of Natural Resources and Environment.
What do you consider to be the biggest challenges the hospitality industry faces today?
Recruitment of the right staff. Of course Covid-19 has accelerated this problem, but the single most important job for me is to recruit the right people for the right jobs. Once this is done, the rest is so much easier…
What advice would you give to a prospective general manager?
You need to be passionate about this profession. Without this, you will not succeed. One must be a people person and enjoy hosting guests. It’s a job that is fulltime even on weekends, holidays and in the evenings.
What’s the one question you were hoping I wouldn’t ask?
No question is too difficult or uncomfortable. But if you insist… “Would you do this job again if you knew what it takes?” – The answer is “yes”
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