FOH - Peter Hannah

Peter Hannah is the Hotel Manager of the Mountbatten Hotel in London, part of the Radisson Edwardian Group. The Mountbatten is situated in the most historically interesting area of London, Covent Garden.

How long have you been GM at the Mountbatten?
For about 18 months. Prior to the Mountbatten I was based at the Marlborough Hotel which is a sister hotel in the Radisson Edwardian group.

What was your background in hospitality before taking on this role?
I have worked in smaller hotels in night manager, duty manager and front of house manager positions. One of my more interesting work experiences was in a private member’s club in London - which also had hotel rooms. It was a small and intimate place, allowing you to get involved with all departments.

Have you made many changes in your time as General Manager?
The most significant change during my time as General Manager has been to lead a project team to develop a Regular Guest Recognition programme. I was charged with finding methods to identify our regular guests and then personalize their experience from information gathered during their stay. I am very lucky that the Mountbatten has a very high ratio of returning guests and I’m looking forward to rolling out our new programme in the New Year.

Because of the exceptional location of the hotel, are most of your guests tourists or business clients?
We have a very healthy mix of both actually. We do not target one market specifically and as you say, our location means that we get a variety of guests.

Do you know where your bookings come from? ie do the majority of your guests come through repeat bookings; are they regular Radisson guests, or are they searching for hotels in Covent Garden?
As mentioned before, the Mountbatten has a very high return guest ratio and this is key to our success. At present our bookings come through a variety of different channels: the Internet, our reservations department or through agents.

The hotel boasts one of the trendiest bars/restaurants in London (The Dial). Is this the main dining area and bar for guests of the hotel?
Yes, hotel guests can enjoy breakfast, lunch and dinner in Dial Restaurant. The Dial Bar is also very popular with locals, especially since Chicago opened at the Cambridge Theatre just opposite us on the Seven Dials.

Is there a balance at The Dial between hotel guests and general public?
Keeping a balance is very important. We do not want to have a bar/restaurant that lacks atmosphere, nor do we want one that is unavailable to hotel residents because it’s too full with the general public. We have been able to satisfy the demands of both very successfully.

Do you have complaints from guests having to share their dining area with London’s hippest public?
To date we haven’t had any negative feedback from guests. Most guests appreciate a hotel bar/restaurant that is busy and buzzing – it’s far more inviting – and that’s what we have achieved at Dial.

Do you find the needs of the guests are very different due to the location of the hotel – ie. greater than average theatre bookings, tourist information etc. and if so, is there a greater need for your Front of House staff to be knowledgeable about London attractions and tourist information?
The needs of our guests do not necessarily differ. Being in London, it is expected that our front of house staff know everything about the local area as well as the major attractions. It’s very important that our staff know the goings on in the West End and can make recommendations to our guests.

What is the length of stay of the average guest?
Our busiest time is during the working week where they average stay is 1 – 2 nights.

Do your function rooms get used very often? Who uses them – mostly business conferences/seminars, or private functions?
We have four conference rooms at the Mountbatten and they are very popular with businesses in the local area, particularly for conferences and training days. They are also used, especially at this time of the year, for private events.

Are your Front of House staff responsible for the bookings and services provided for the function rooms?
We have a dedicated Conference and Banqueting department, both making the bookings and running the events. Our front of house team have been equipped with sufficient knowledge of the function rooms in order to answer enquiries and know what is going on in each room daily.

Have you ever had a double booking function room situation that couldn’t be resolved?
Thankfully this has not happened, however, we do have sister properties in the local area that could assist should this unlikely event occur.

When problems arise, do you have trust-worthy managers and staff to deal with things, or do you have to step in very often?
I do. Of course I am always available to advise or support, but my managers are sufficiently empowered and experienced to deal with all situations effectively.
All departmental heads and staff attend our in-house training programme: ‘Making People Feel Special’, ensuring that not only do they understand our service standards; they are also able to assist our customers in any situation.

When you are recruiting new front of house staff, is it more important for them to be able to follow instructions and work effectively with others, or do you look for people who can use their initiative and work well on their own? How many people are on reception at any one time?
Front of house staff should be able to work within a team environment and use their own initiative when appropriate. I always look for people that add value to the team. On our reception we have a minimum of three staff and on concierge two.

What would you say is the best thing about the Mountbatten which stands it out against it’s competitors – from a staying guest’s point of view?
Our location is our biggest selling point. We are part of an area that has been rejuvenated but has retained its historic links. Also, our staff are very much like a family and this is definitely reflected in the service we offer; warm, efficient and without pretension.

What would you yourself look for in a receptionist to promote them into a more supervisory role?
I would look for someone that displays leadership and dedication, has technical knowledge that exceeds what is required and acts as a role model to others.

What qualities do you think front of house managers would need to have to be successful?