Yann Gillet, the outgoing General Manager of the Hyatt Regency Johannesburg, says the secret of a hotelier's success lies in the small details. He spoke to Margaret Harris about how South Africa exceeded his expectations when he moved here...
What was your position at the Hyatt Regency Johannesburg and what did it involve?
I was (until this month) the general manager - and my job was to make sure that the inn stayed in business! My main mission was to manage the operation, keep it in line with Hyatt-brand standards and develop strategies to gain market share. It all comes down to managing people and the product.
How long were you in your present position?
I have been at Hyatt Regency Johannesburg for almost four years.
Where were you before?
Before coming to South Africa, I was in North Africa. I was resident manager at the Hyatt Regency Casablanca.
Where are you going next?
I am on my way to India to open a new Park Hyatt in Chennai (formerly Madras).
What did you expect South Africa to be like?
Well, to be honest, I was a little apprehensive about moving to SA, and especially Johannesburg. I have a fairly adventurous outlook, but what one generally hears and reads about "Jozi" in the European media is not too appealing or reassuring. Convincing my wife that I was not taking her and the kids into a war zone was difficult.
Did it meet your expectations?
Oh no . it exceeded my best expectations by far. I think most South Africans don't realise what a fantastic country they live in. I always thought there were no greater complainers about their country than us French, but I think South Africans are outperforming us. The country is absolutely beautiful and you have more chance of encountering kindness and goodwill than being robbed. I have seen the country evolving and elevating itself. Yes, Johannesburg is becoming a world-class city. My family and I have loved every single day we have spent in SA - and we have had the privilege of seeing a variety of places.
You have worked in Paris, Cannes, Brussels, Beijing and Casablanca; how does Johannesburg compare?
I am saying it loudly and proudly: Johannesburg is the best city I have ever worked in. I am a city slicker and I have enjoyed the complexity of this city that has grown unnaturally. I love the "nonchalance" of the people, I love the musical way of life and overall I find Johannesburg a true example of a multicultural city. Things are not perfect, and I realise I have been among the privileged people, but this city and the country are on the move.
What is your favourite city to live and work in?
Johannesburg, of course, and specifically the suburb of Rosebank. This is the best spot in the world. Come and stay in Rosebank and you will feel like you are in a Corsican village. There is an attitude in Rosebank, things are cool and easy, and the pavement cafés with the craft and flea markets add to the village vibe.
What was your experience of the World Cup?
Wow . I still have fireworks in my eyes. I am exceedingly lucky to be able to write on my CV: "I was there". We were primarily a media hotel and the media representatives were all very professional - I regret to say I have no salacious stories to tell. We also hosted the Netherlands team, and so came very close to glory.
How easy is it to pack up and move with your family to a completely new country every few years?
It's easy and we love change. We have been doing it for 12 years and it's now part of our biorhythms!
What is the downside of this type of life?
The relationships with your old friends and your family change. You see them perhaps once a year and it's very difficult for my children to relate to their cousins or even grandparents in the same way that we did. So you run your life more independently.
What are the benefits?
You see the world and you grow by being exposed to different cultures, religions and ways of life. You learn after several years that there is not only one way to do good things. We Europeans sometimes come with the arrogant approach that we know better because back in Europe it works like this. I have learnt from the Chinese the importance of never making somebody lose face. In Morocco I learnt that you can get better results by the way you say things, rather than what you have to say. In South Africa, it's about respect and believing in others and the power of the group, the community.
How would you describe the typical Hyatt Regency Johannesburg guest?
Well, we don't have a typical profile, but most of our guests are business travellers and consultants; they are experienced globetrotters. So just providing a comfortable bed is not enough. We firmly believe at Hyatt that we can make a difference by paying attention to the small details and trying to anticipate guest needs. It's about the quality of our crockery, the fragrance you smell, the flowers, and the smiles on our faces that say that we sincerely enjoy serving you.
You must have seen and heard some amazing things in your line of work. What is the most outrageous request you have ever received from a guest?
People always assume that hoteliers are dealing with a constant stream of strange and unreasonable requests, but we don't. The most amusing one I have been party to was in Casablanca, where we were required to keep the water in the WC (water closet) tank permanently heated at 37.5° Celsius! It certainly gave a new meaning to "hot flush".
What is your favourite time of the workday?
I tend to relax a bit more now, but we work long hours. You know our industry is weird. We work seven days a week, 24 hours a day and our peak activities are often when other people rest. There is no really typical day; every day is different. My favourite time is around 7pm, as I like the atmosphere in the hotel in the early evening and it's also the time when our guests are more relaxed after a hard day at work.
Author: Margaret Harris
Source: Sunday Times
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