Mentor/Coach Leadership Style
Recently I interviewed Manuel Lang, the General Manager at Garrya Tong Sai Bay Samui, Thailand. Manuel tells me about his approach to hospitality and motivating staff.
1. Can you tell me about your first job in the hospitality industry?
I was a Porter (Bellman) in one of the most Exclusive Hotels in Germany the Excelsior Hotel Ernst Cologne.
2. Why do you want to be a manager for this hotel chain?
Banyan Tree is one the few chains that has character and allows you to be individual to some point rather than just a part of a chain.
3. How would you define the purpose of a hotel?
Maybe it is a little bit different – depending on the type of hotel. For a resort like ours – I think it should be to provide travelers with a “place to rest and recharge” forget about the worries at home and just simply be you and enjoy the luxury of having time in a beautiful surrounding.
4. In your opinion, what factors contribute to excellent customer service?
People who work with passion and heart rather than people who work with rules and regulations or SOPs (Standard Operating Procedures).
5. What is your leadership style?
Mentor/Coach. I will support and give direction and ideas to my team when they need it or when it is necessary.
6. What are your greatest strengths?
My experience of working in many countries and with many different cultures and people from all kind of backgrounds as well as I worked in almost every single position from dishwasher and porter to waiter and Manager.
7. Can you tell me about a time you worked collaboratively with staff members to improve hotel services?
After completing our renovations which were just shortly after Covid we still were short on manning but we had to get the Villas and Rooms cleaned and maintained. So we all worked and cleaned together.
8. How would you motivate the workers of this hotel to try their very best, each day in work?
Working as a team, achieving excellent guest feedback, rewarding our team with a healthy and positive work environment as well as personal recognition and give each person the freedom to some extent – to be themselves and make their own decisions – creating a certain comfort zone for them.
9. What education have you received in hotel management and hospitality?
I did a classical 2.5 year apprenticeship (with good performance can shorten from 3 to 2.5 years) in Germany in Restaurant Management and later in my career studied at a Hotel Management school where I obtained a Master Degree.
10. Can you read financial statements?
Yes, I can
11. Describe someone you coached or mentored. What were they doing initially and what are they doing now?
When working in Hua Hin I had a very enthusiastic Front Office Manager who I coached and developed to be Rooms Division Manager. She is currently Director of Rooms at a very large Marriott Hotel.
GARRYA is at 84 Moo 5, Bophut, Koh Samui, Suratthani 84320, Thailand
