Interview with Michael Ganster | General Manager Finalist

Falling in love with the industry as a young boy in Austria, Michael has spent 20 years thriving in luxury hospitality. His journey from intern to General Manager has spanned three continents and over five prestigious hotel groups. Michael believes people and the pursuit of excellence through service matters more than ever before and sees the necessity of an increased focus on the humanity of hospitality, rather than material luxuries, as he leads his team into the future.

1.       Please give us a short introduction about you and your career background

I do remember the kindness and the genuine hospitality received everywhere in Austria from an early age. When I was growing up in Salzburg, our family visited heritage hotels and restaurants every weekend. I fell in love with the staff, who treated us like family and welcomed us back every weekend with a genuine smile. They laughed with us, shared stories of what was happening in their lives, and listened with interest to what was happening in ours. They always thanked us for visiting them. It was this welcoming feeling that made me fall in love with the world of hospitality. I wanted to have that same impact on the lives of others.

My first internship was as a culinary trainee at the iconic “Hotel Sacher.” The Hotel is known worldwide for creating the Sacher chocolate cake. Now I am a luxury hospitality veteran with over 20 years of experience, evolving from that initial internship to Front Office Manager and then rising through the ranks onto General Manager. I have had the privilege to work for prestigious brands such as Hilton, Raffles, Dusit, and Fairmont Hotels & Resorts, in locations such as London, Beverly Hills, Dubai, Egypt, Thailand, and China.

I joined Niccolò Chengdu in August 2019, taking full fiscal and operational responsibility as General Manager. By having a strong people & guest service culture, Niccolò Chengdu retained its position as the market leader within Chengdu’s luxury market segment. Outside of hotels, I am a passionate outdoorsman enjoying tennis, hiking, running, and scuba-diving.

2.       Can you share how you have decided to lead your team and your property through this recent turbulent period?

One team approach:
We worked together to prove our resilience and ability to make the most of difficult situations. We did not lay off or furlough any staff at Niccolò Chengdu and we doubled down on finding ways to help our team feel safe and appreciated for their commitment. 

Accelerated Hygiene Training: 
The hotel's expanded hygiene and safety plan trained all employees on infection control and safe working practices. We launched a group chat to communicate this efficiently, created posters in the back-of-house area, gave staff access to training videos and pocket guides, and helped employees recap critical steps to ensure safety for all guests and colleagues. We also kept the front-of-house staff updated on changes to local rules and regulations, so these policies and procedures could be effectively communicated to guests.

Business Acumen & Elevated Experiences:
My passion is to drive excellence at all levels through transformational leadership and collaborative spirit which has ensured Niccolo Chengdu being able to maintain its number 1 position. By applying a 360 systematic approach integrating all departments and colleagues we not only kept Niccolo’s momentum powering ahead under the cloud of a pandemic, but have exceeded budget expectations. We always seek new ideas to stay ahead of the curve, such as designing a new savvy outdoor bar, as well as a chic terrace for the Tea Lounge – so in demand in a post COVID world. Furthermore, we used the downtime to enhance our product offerings and services by providing new and exciting options to our guests. We collaborated with luxury brands such as Fendi, Valmont, IWC, PIAGET, and Tasaki to create a fashion-inspired afternoon tea series and partnered with Rolls-Royce to create themed suites and travel packages and signed a deal with Audi for exclusive guest limo services.

3.       What is it you are most proud of in your career to date?

I had the privilege to be guided by many extraordinary people who have shaped my career and inspired me. Much of what I have learned and achieved has come about through my mentors, bosses, and the employees I have spent time with.

I am proud of having worked with many outstanding talents in my career and am thrilled to say that seven have already become successful GMs in their own right, with dozens of others becoming Executive committee members. To witness so many thriving career developments fills me with pride, which is my most distinguished achievement.

I aim to be an inspirational leader to my team and help develop the next generation of passionate hoteliers. It is a top priority for me to plan career progressions for my executive team and mentor, coach, and empower junior team members, advising them in the planning of their career paths. 

I have learned that dedication to service is about humility and caring for others. A good leader must inspire his team to go beyond the call of duty, not because they are told to do so, but because they want to excel at service and be part of the business's success.

With my extensive travels and experience working abroad, I have also developed an appreciation for different cultures, and the strength diversity brings to a business. I firmly believe that putting people first must be every General Manager's priority, as a focused, motivated, diverse, and engaged workforce strongly influences the success of any business. 

4.       Can you share what you believe is key in leading a successful hotel today?

I believe that a solid executive team is paramount in leading a successful hotel. Friction among the top leaders can have detrimental effects on the overall performance of a business unit. A cohesive, inspired, and motivated team will cascade these values down to department heads and supervisory levels, thus ensuring everyone keeps working towards one shared vision. As a result, all colleagues will be engaged and take care of guests with great enthusiasm, bringing guest satisfaction to unseen heights and strengthening guest loyalty. All the above ultimately results in the financial success of the hotel. 

Additionally, providing a luxury service is of paramount importance. Simply having spacious guest rooms, expensive art collections or a large number of Food & Beverage outlets is not enough. Luxury used to be about the physical elements of a hotel, but not anymore.

Consumers have evolved away from the material to the experiential. Personalized service and recognition are more valued. How do guests feel when they come to stay with us? How can we go above and beyond what our guests were expecting? That is what is most important. Everything else is just expected, and for Niccolò Chengdu being market leaders in service is a testament to our talented and dedicated people.

5.       What do you think the next few years hold for the hospitality sector and its recovery?

The pandemic has changed how people travel and view the purchase of tangible goods. The safety of guests and staff will remain a top priority, followed by providing impeccable high-quality service and continuously offering innovative, luxurious experiences and products for our guests.

Due to the border closures, people are getting more accustomed to traveling and shopping domestically. I predict that there will be a heightened focus on elevating the domestic travel experience. China has so many beautiful destinations, filled with rich history and heritage. People are becoming excited about exploring the natural charm of their own country, which lends itself perfectly to the development of hotels at the luxury end of the market.

6.       What is a book, podcast, or media resource that you have recently read / listen to regularly that inspired/inspires you?

Einstein: His Life and Universe. This fascinating biography is one of my favourite reads, as it deep dives into his rebellious and contradictory nature, how his imagination and mind worked, and why he is considered a genius.

7.       What is the motto that you live by?

“First you have to learn the rules of the game. And then, you have to play better than anyone else”

-          Albert Einstein.

I have always considered Einstein to be an inspiration, and his life history has driven my own thirst for knowledge and humility. How he could theorize without doing any experiments, break boundaries, and change the way we understand the world and the universe is a source of great wonder and motivation for me.