Kondov Stanislav Biography

Stanislav Kondov: One day of the life of the general manager Feb 21, 1 View Stanislav Kondov: One day of the life of the general manager of the daily work for hotels from Stanislav Kondov, General Manager of the Radisson Collection Hotel hotel, Moscow, overheard of the HBF, Stanislav Kondov received an appointment to the post of general manager “Radisson Collection Hotel, Moscow” in the year, replacing Stefan Kur in this responsible position.

The appointment was for the "sharp" period in front of the World Cup. To take on the leadership of the famous hotel in Russia, in Moscow, and besides, at such a crucial moment, it was not easy even for the venerable hotelier with experience on different continents. In this article, we give small secrets of work “for every day” from the practice of Stanislav Kondov, with which he kindly shared with the audience of the HBF forum, or rather, close to that as if they were thrown into cold water.

Imagine that you are not just in Russia, and you were entrusted not just Radisson. You have a world championship on your nose, and the main headquarters of FIFA is your hotel. They will not just carefully monitor you - they will be considered under a magnifying glass. Fortunately, I got into a large hotel with a huge number of employees, where many processes were already perfectly debugged.

Therefore, I had the opportunity to deal with guests more. Although, of course, an equally important task was to maintain the level of service at that time and still improve it. Despite the fact that not only guests, but also employees of different departments are staring at you. So for me it was a kind of "baptism." By nine in the morning, you need to understand changes since yesterday.

After a night audit, there are a lot of reports, reports, etc. It is important for me to keep abreast of hotel loading, relevant tariffs. If there were any comments from guests, from the heads of departments-they also need to pay attention. This is important, and I must have this information to the annual assembly in the mandatory bypass of all key “points”: reception, etc.

Because there are people who live for a long time. And with such a round, in any case, you will see them either at breakfast, or in the lobby, or in the elevator. When the guest sees that you greet him-and by name, although the hotel is very large, and there are really a lot of living-when you come up to talk, then they begin to treat the hotel in a completely different way.

They feel an exclusive attitude, see that in this hotel, management really cares about customers. And it can provide them with a very special technique. Therefore, I try to communicate with as many people as possible daily. Which specifically? After that, the morning meeting, then - scheduled from previous days or from last week of the meeting: with suppliers, with potential partners - companies that want to work with us.

It takes another two to three hours. Separately, there are work processes that need to be given a certain time every week or month. For example, to talk with the owners about the necessary investments, to present in detail some projects in order to approve them. Well, in parallel - work with guests. And if there are doubts or a misunderstanding arose, it is better to call and ask what to wait until the situation turns into a problem.

I live very close to the hotel, so I can come at any time, and is always ready to solve something immediately. Sometimes, when important events take place, they sometimes ask me why I am not married. Often I answer the type of status in social networks that there are four options: “married”, “not married”, “everything is difficult” and “I work at the hotel”.

So: I work at the hotel. Therefore, married at work. How do you evaluate your career path? And how can you become a general manager? This path was not originally in my plans: I am a financier, an accountant, and began with the financial department at Hilton. Then I was given the opportunity to prepare a department in the Seychelles for opening, helping in the operating part.

Then the desire to “go” to the operating department appeared. In fact, when you want to develop, you yourself take yourself as much as possible. Because this is how you study. And if a problem arises, you need to try to solve it yourself, this is the "basis". So when I came to Rezidor and later in Radisson, I already had a solid diverse experience. As a result, this combination of knowledge in the financial and operating parts helped.

So at a certain stage, I changed the position of financial controller to the director of the operating room, and in our network this is already - deputy general manager. The desire to work and love for your work. This is the main thing. For example, I have subordinate to ordinary passportists or Bell-Boya grown to the heads of sales; And there are a lot of similar examples.

If a person does not put his soul into his work, no matter how much he is taught, there will be no sense. But if there is a desire to develop and the desire to make a career - in any case, I will not be sorry for him to devote time to him.What is the specifics of work in Russia? What can I answer? And on this and other continents, people work. Rather, the only significant difference between Russia is for me that there is a lot of bureaucracy: signing any document is a very long procedure, and a lot of delays.

I always devote to this in the country for the first three months in the country. Because it is important for me to be aware of why people think so, not a kind. And only in this way I can manage them.

In our work, “being a leader” is incorrectly understood as “news”, in the sense of “Come on, do, do! The best team is one who understands why she wants to be the best. They will fit in one way or another. From my experience I will say: I have seen more than once when the hotel at one general manager worked perfectly, and after replacing the manager - the service was soon at all good at all.

Because the staff disappeared, the desire to work has disappeared. And it is precisely this “drive” that the general manager is responsible. He is the "engine" of the hotel. All reviews must be responded. Of course, certain services are mainly engaged in this - mainly the front office and the department for working with the guests - but still I look at their comments on the reviews of the guests.

After all, there are situations when some response needs to pay special attention. Especially when the review is negative: it is important to understand what the details are, to request data at the reception - whether there were oral claims, how the issue was resolved, if it was not resolved - then why, etc. You want to return it. Do you have a know-how, how to do it?

You just need to contact this person, talk to him personally, invite you to chat. It is important to understand what exactly the problem was, and try to settle it. From my experience, in most cases, this is possible. But I’ll clarify that you do not need to try to fix any negative impression with gifts: a person often does not need a gift. Something upset him. Therefore, it is necessary to show the client that the hotel is not the way he thought or felt: change the impression of her.

And how - this is already up to you. With several hundred, I communicate directly, and every day. What are your sources of inspiration? Maybe some information sites motivating video, something else? And when all these large “cubes” are formed, the process, so to speak, in balance - this does not just ensure success to business. This gives you a feed. Well, my main, special pleasure is to see a happy employee.

I constantly think how to help my people, bring them to the path leading to success. Because once, when I myself started working in the hotel industry, no one helped me. It was then that I decided for myself: when I achieve success - if possible, I myself will always assist young people who entering this path. After all, in most cases, they only need to push them a little bit and support at the right time; And there, if they have the right mood, desire and motivation - they themselves will go further.

Text preparation is Kristina Golubeva, especially for FrontDesk.