Virgos are known for their attention to details. As a Virgo, Gino Tan, Singapore citizen, the newly appointed General Manager of Grand Millennium Beijing, has an eye for detail.
"I know my work practices take getting used to, as I am meticulous," he said, "But eventually, it is for the good of our hotel's brand standards and image."
How far is Tan willing to go for the details? For example, the hotel pays special attention as to the fruit each guest consumes from the fruit basket and replenishes that particular fruit accordingly. The hotel's lobby, back of the house and all facilities are also walked through daily and kept in the best condition.
Tan is aware of the strong competition between hotels in the CBD area. According to him, the main market is business travelers, many of whom come from US, Europe, Singapore and Chinese nations, etc. Brand familiarity is Millennium & Copthorne's strength, as there are over 100 hotels worldwide. Another advantage is that Grand Millennium Beijing is not only managed by Millennium & Copthorne, but also owned by the same company. This is advantageous as there is no deviation of directions between owner and management.
From supporting and overseeing the IOC Executive Committee during the Beijing 2008 Olympics as Resident Manager in a luxury tier hotel located in Chang An Road, Tan has a wealth of experience catering to such VIPs as Princess Anne, Dr. Henry Kissinger, IOC President Jacques Rogge and the late IOC President Juan Samaranch.
"Everyone was a VIP then, it is this same level of service that I would like to bring to Grand Millennium Beijing," Tan explained. Besides service, Tan also considers fire safety and food hygiene as the mandatory standards of a great hotel.
Tan knows that hotel colleagues act differently when they know their bosses are around, so he seeks mystery shoppers to ensure standards are met consistently. "I believe that every colleague should be on their toes, not in front of the General Manager, but to be their genuine best in front of the guest," he said.
Tan first visited Beijing in 1987 and later returned to work at a five-star hotel in the 2nd ring road in 2001. Observing the changes in the local five-star hotel market, Tan has a positive outlook for the future. But the problems are also clear in his mind. Less-qualified professionals are an immediate issue. "Because of the fast growth in the hospitality industry, many managers are promoted, not by their skills sets, but by the need to fill these positions. Thus, qualified managers are now far and few."
Tan is eager to share his knowledge and expertise with his colleagues. "Being honest with the employees, telling them directly the gap between requirements of their positions and the skills they actually have, will help them improve further, and it is what a General Manager and Human Resources Director should focus on," Tan said. "It's my goal to groom some of my colleagues from the hotel to sit on my chair as the General Manager one day and then I can safely say, it's time to move to another challenge."