An Interview with the General Manager
Five Star Alliance: How did you come to be General Manager of the hotel?
Mr. Critchard: By good fortune
Five Star Alliance: Tell us what you feel is the most distinctive or unique feature of your hotel? What best describes the personality of the hotel?
Mr. Critchard: We are family owned and have a warm, friendly and intimate persona.
Five Star Alliance: Who are your customers and where do they come from?
Mr. Critchard: Our market is predominantly from the USA. We have a repeat guest factor of 45% which is split between corporate and leisure business.
Five Star Alliance: What is the best thing about the hotel's location? What is your favorite thing to do in the surrounding area?
Mr. Critchard: The best thing about our location is that it is incredibly central and situated right opposite Green Park. My favorite thing to do in the surrounding area is to enjoy the open spaces of London’s parks.
Five Star Alliance: Can you share the names of any famous guests who have stayed in the hotel, or perhaps regulars that return on a periodic basis?
Mr. Critchard: Unfortunately not, we are renowned for our discretion in the entertainment industry.
Five Star Alliance: Which do you consider to be the best rooms in the house? Not just the suites, but also any particular standard rooms that have great views or unusual advantages?
Mr. Critchard: All our apartments are individual and unique, offering both contemporary and traditional styles of decor. 30% of our hotel rooms have stunning views overlooking Green Park.
Five Star Alliance: Can you mention any interesting miscellaneous trivia regarding the hotel? Perhaps a bit of history? Any special events that have taken place on property?
Mr. Critchard: AA Milne, author of Winnie the Pooh used to live in our apartments. During the war Winston Churchill spent a lot of time in the Down Street underground station, opposite the side of the hotel, and rumor has it, that we kept him supplied with his favorite drink of Pol Roger.
Five Star Alliance: If you were considering staying at the hotel as a guest, what would you want to know about the hotel before checking in?
Mr. Critchard: What is their service ethic, how warm is the welcome, and I focus on the quest for both comfort and service.
Five Star Alliance: What is the hardest part about being General Manager?
Mr. Critchard: To juggle a myriad of priorities and key issues to help determine what is best for the business, people and guest.
Five Star Alliance: Other than your own, can you share your choices of two or three of what you consider to be the greatest hotels in the world? And why you think they are special?
Mr. Critchard: The Peninsula in Hong Kong which is the epitome of quality service. Gravetye Manor in Sussex which is a classic country house hotel in stunning surroundings, which offers a wonderful old world charm, hospitality and service.
Five Star Alliance: Anything else you would like our readers to know about your property?
Mr. Critchard: We have recently completed a major refurbishment of our ground floor public areas and dining facilities. This is part of an ongoing project desire to maintain our property to a high standard.
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