Sanne Emborg, general manager, Courtyard by Marriott, Mumbai International Airport, tells Hotelier India that when you manage challenges, you become stronger
From pre-opening to launch – how has your role changed with time?
The role from pre-opening to launch changes gradually, from the planning stage of recruiting, training, getting all the operating supplies needed to run a hotel, to working with owners to get the building ready to receive guests.
The main role as a general manager in the pre-opening phase is to focus on recruiting the right team – planning and organisation of all the steps that need to be taken and training that need to be done before opening the doors. During this phase you are involved in every aspect, even engineering, so you get to know every corner of the hotel; it is a very exciting period, seeing the hotel growing. After launching, my focus is on service, service, service. You also begin to focus again on the revenues and targets of the hotel.
Do you feel Mumbai is a more competitive market than any you’ve worked in thus far?
Even as we speak the Mumbai market is growing – in demand as well as in supply. It is not yet saturated. Having said that; yes, it is a more competitive market.
Life is a series of challenges. What’s the worst you ever faced?
You will always face challenges. I have travelled a lot and worked in many different countries; I believe the first challenge is always to learn and understand the culture of the people where you are based and how they work. My biggest personal challenge was when I was part of the opening of a hotel in Germany. I did not speak the language at that time and had just moved back to Europe from the States where they use completely different hotel systems as well. I had to work really hard as a leader to gain respect from the staff as I could not speak German nor did I know the operating systems. But I guess when you manage challenges like this, you always become stronger.
With all the existing competition and with more and more hotels poised to come in, how do you plan to position your hotel?
Post the global meltdown, the year 2010 has started off extremely well as India has seen a healthy growth
in demand. What has worked to our benefit is that the customer now has changed expectations from wanting only a luxury hotel to accommodate him/her, to a business hotel which takes care of the business traveller’s needs. With the revamping and repositioning of the Courtyard by Marriott brand, the business traveller coming to India is aware he gets much more than what was offered in the past; more value-for-money.
You say you are a keen traveller – which place that you have visited most stands out in your memory?
My favourite place is the south of France – taking a walk on the promenade on the Riviera and sitting on the beach eating mussels and French fries and drinking Rosé.
As a hard-core skier, do you treat life much like a ski slope – all twists and turns?
Yes, hundred per cent. First of all I love speed and when it comes to work, I want to get the job done. All the twists and turns are manageable. It is just a matter of finding a way around them without falling down.
What has been the most unusual experience of your career so far?
Probably the craziest situation I have experienced on the job was when I was working at reception at a large airport hotel in Chicago and, as it happens there due to the weather, the airport shut down. Within an hour there was absolute chaos in the hotel lobby with thousands of people wanting rooms. Obviously, after some time, no more rooms were available – it became like a camp. We were basically lining up extra beds in conference rooms including the lobby and hallways, for people to sleep until the airport opened up again.
Where in the world would you like to work the most and why?
As I have worked in many parts of the world like the United States, Europe, Central Asia and Middle East, I would like to continue to explore Asia. The larger cities would be interesting to me, like Hong Kong, Beijing and Shanghai. I am quite open as long as there is an interesting job and a good school for both my kids.
