Get to know the head of each St Giles' hotel in our #StGilesGM series! Take a peek into a typical day as they set the tone for your St Giles Experience and get their tips on the best way to discover each #StGilesCity. This week, we catch up with Patrick Maw, General Manager of St Giles Heathrow - A St Giles Hotel in London.
Take Us Through a Typical Day at Work for You
There is no such thing as a typical day at work for me as it all depend on what meetings/appointments have been arranged in advance. Generally speaking, I am in the hotel by 07:00hrs and first thing will walk around the front of house areas making sure the day is starting off well in the breakfast room and in Front Office. Diaries will be read to see if anything special happened overnight and then depending on what's there this could well shape my day as there may be things that need to be addressed. There will always be a morning briefing session with the heads of departments to go over the previous day's performance and a look ahead at the current day's business. Some days may be more business orientated with a fair amount of paperwork to be sorted out whilst others may be more guest focused or indeed operational focus. As a company we are also focusing more and more on internal development of our teams so there will generally be some time spent on this key area. At present, with the 108 bedroom extension we are building, a fair amount of time is spent on overseeing the project along with the rest of my team.
Tell Us One Thing About St Giles Heathrow Most Guests May Not Know
Many guests are often pleasantly surprised that we are just 22 minutes away from London Waterloo by train. We are a few minutes walk from the Feltham Train station and with day travelcards being such good value on the rail/underground/bus network, Central London is quite easily accessible for our guests.
When at Work, What Makes you Smile
Guests feedback - positive feedback means our team has successfully deliver exceptional service and negative feedback allows us to address where our service fell short for our guests. And of course, a GM's joy, good occupancy rates:)
And What Quickly Turns that Smile into a Frown
An unhappy guest and poor occupancies.
The One Guest You Will Never Forget
Not a guest as such but over 50 guests from a delayed Nigerian flight on 22nd of December a few years ago. It was initially for one night whilst the airline fixed the issue with the plane. This turned into a 7-night stay, as continued problems with fixing the plane, and the guests were not happy to say the least. Far too many stories to tell about their reaction to being left in a Heathrow hotel for Christmas rather than getting home to loved ones in Nigeria, but our team connected with each guest and tried our best to make the experience a positive one for them. A booking never to be forgotten and hopefully never to be repeated despite the additional last minute revenues!
When Not at Work, We Can Find You
With my grandchildren, they make me smile and provide hours of pleasure. With four under the age of 10 and another one expected at the end of March they run me ragged but it is all so worthwhile! If not with one or more of my grandchildren, I can usually be found supporting my football team, Crystal Palace up and down the country on match days along with one or more of my four sons.
Your Dream Vacation (or Most Memorable Vacation)
Having been raised mostly in the Caribbean until the age of 18, I just love return visits there and the best of all is going “home” to Barbados. I am off there for two weeks again this October and can’t wait.
Your Recommend Top Things to Do in London
Shop at a Street Market - When I am in town myself these days I try and visit one or two of the numerous street markets in and around London. There are always unique finds, from interesting antiques to food!
Visit Windsor Castle, one of the oldest and largest occupied castle, located just a little over 30 minutes by train and by car from our hotel, this is also rumoured to be Queen Elizabeth's favourite weekend home. When you've finished exploring the Castle and its beautiful grounds, head out to the Royal Borough of Windsor and enjoy the many experiences to be had- depending on the season.
Get an open topped Double Decker Bus pass and hop on and off as and when you see something that takes your fancy. All the sights are at your fingertips!
Take in a show in the West End. So many great productions to choose from and of course one could make a real night of it and stay in our sister hotel on Tottenham Court Road :).
St Giles Heathrow is conveniently located near London's Heathrow Airport, while being just under 25 minutes via rail from Central London. With the Feltham Rail Station located a few minutes walk from St Giles Heathrow, guests enjoy easy access to Twickenham Stadium, Windsor, Eton, and the many major attractions and places of interests in its surrounding area. For more information, please visit www.StGiles.com.