Meet Robert Cousins | 2023 General Manager Finalist

Welcome to the Stelliers General Manager Finalist Interview Series, where we delve into the dynamic world of hospitality leadership. Join us as we turn the spotlight to Robert Cousins, General Manager at Niccolo Suzhou, and his insights into overcoming challenges, nurturing talent, and creating a culture of excellence.

Can you share a brief overview of your career journey to date?

My journey in the world of hospitality began in 1998 when I joined the Fairmont Chateau Lake Louise in Alberta, Canada. Since then, I have had the privilege of experiencing just about every job a person can within a hotel. I have always been inspired by the versatility and opportunities that this field offers, and it has been my passion to learn as much as I can. 

Throughout my career, I have been fortunate enough to work in some of the world’s most iconic luxury hotels, including Fairmont Hotel Vancouver, Fairmont Kea Lani, Fairmont Peace Hotel, Raffles Hainan, Waldorf Astoria Xiamen, and my current property, Niccolo Suzhou. 

The most pivotal period of my career unfolded during my time at Fairmont Peace Hotel, Shanghai. There, I had the opportunity to work with an outstanding team, learn about a diverse culture, start my journey in China, and, most importantly, develop my skills under their incredible leadership. It was this life-changing experience that paved the way for my first appointment as a General Manager at Raffles Hainan.

What challenges have you faced throughout the 2023 recovery, and what best practices can you share with us for facing such challenges?

Here at Niccolo Suzhou, we have experienced a very successful response to the improved business conditions post-COVID. However, a key challenge we did face was ensuring our staffing levels met the standards necessary to provide the best guest experience possible.

Quarterly product knowledge competitions

To overcome this challenge, our Human Resources department has excelled in maintaining relationships with universities and securing significant support from students who joined our hotel to enhance the guest experience. 

Corporate bookers appreciation events

I am truly grateful for their contributions, as these students are remarkably passionate, eager to learn, and motivated to perform at a high level.

What best practices do you follow with regard to hiring and retaining talent?

First and foremost, I strongly believe that everything hinges on internal development opportunities for our team members. Cultivating a culture rooted in effective and enriching training and learning programs demonstrates our commitment to investing in our people. 

This, in turn, lays the foundation for implementing a successful succession planning program that prioritises our internal talent for career development and promotion. Fostering such a culture not only retains talent but also establishes our reputation as an exceptional employer, thereby attracting the best talent in the market.

Team building exercises

Additionally, it is extremely important to have confident team members who feel comfortable and supported in their roles in order to build loyalty. There is nothing more disheartening to me than seeing a team member face a guest without being prepared to meet their expectations. For that colleague, it can be a distressing experience, and as hoteliers, we should never allow that to happen.

Monthly General Manager dialogue sessions

How have guest expectations changed in 2023, and how have you addressed the change?

One key area that continues to evolve is the increased expectations for personalisation with regard to the guest experience. After years of severe travel restrictions, our guests are now more inclined than ever to reward themselves with luxury experiences, with higher expectations of individualised service. 

Niccolo Suzhou team photo following a successful General Managers, Sales and Marketing annual conference and gala dinner

At Niccolo Suzhou, we have allocated additional resources to bolster our Guest Relations team, intensifying our pre-communication efforts with our guests to discover their interests and personal preferences. Our dedication lies in creating tailor-made experiences and recommendations, ensuring our guests get the most out of their time here in Suzhou.  

Celebrating Niccolo Suzhou’s 2nd Anniversary

What book or podcast have you recently read / listened to that inspired you?

Recently, I read an outstanding book on leadership called It’s Your Ship written by retired Navy Captain D. Michael Abrashoff. I found this book to be quite inspiring and, in fact, a reaffirmation of leadership principles that I hold dear. It adeptly outlines various styles and strategies for building successful teams, unity, values, empowerment, innovation, and numerous other elements that work together to achieve the best possible results.

What is a motto that you live by?

I lead by building a culture and a positive work environment that drives success through support, recognition, development, and engagement. Thus, earning the right, as a leader, to hold my team accountable.