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HOTELS Interview: First-time GM for first Patina

It’s her first general manager role, and it’s at the first property of Patina Hotels & Resorts, the brand created by Singapore’s Pontiac Land, which is no stranger to luxury hotels as owners of The Ritz-Carlton Millenia Singapore and Capella Hotel Singapore. 

Much is at stake for Tracy Lowe, general manager of The Patina, Capitol Singapore, a 157-room hotel in two restored heritage buildings, Capitol Building and Stamford House, opening in the third quarter. The buildings’ rejuvenation was done by Pritzker Architecture Prize Laureate Richard Meier, while the interiors were conceptualized by Jaya International Design.

Lowe also has the added responsibility of bringing to life for the first time Patina 360º Concierge, which the brand believes is at the heart of why its personalized service won’t be just industry jargon.

Lowe, who was with Fairmont Hotels & Resorts spanning six countries since 1998, and who worked as hotel manager in luxury hotels including The Peace Hotel, Shanghai and The Plaza New York, tells HOTELS she is ready for it.

HOTELS: It’s your first GM posting, and it’s the first property for Patina Hotels & Resorts. How are you handling this double-duty?

Tracy Lowe: It’s less so about being a GM for the first time; it is more that we’re going to be the first Patina. We carry the responsibility that we’re going to be the first to execute the vision that CEO Marc Dardenne and the ownership have set. The team and I work with the corporate office to come up with thoughtful answers on how we want to do this and what are the services and amenities to provide. It really is a close collaboration.

"It's less so about being a GM for the first time; it is more that we're going to be the first Patina." – Tracy Lowe
“It’s less so about being a GM for the first time; it is more that we’re going to be the first Patina.” – Tracy Lowe

H: What is the direction for the first hotel?

TL: As the first Patina, whose parent company is Singapore-based, the key focus is for our guest to get a sense of Singapore as it is today, but with the history and heritage that surround this development. We’re the first luxury mixed-use with the historic Capitol Theatre, retail and residential development. Combine that with art and architecture, and distinctive memories and service, to show the best of Singapore to the world.

H: Do you feel a need to manage differently in order to realize Patina’s values?

TL: Indeed, because we’re trying to be different. The 360º Concierge idea of everyone being a host, that one-stop-shop personalized service, needs a different approach than that of traditional hotels.

The Patina, Capitol Singapore, features 157 rooms and suites.
The Patina, Capitol Singapore, features 157 rooms and suites.

H: Do you have an official concierge if everyone is a concierge?

TL: No, we don’t. The traditional duties will be taken care of through reservations and front office, but there is no concierge desk. ­Anyone should be able to help you with anything. What we’re trying to do is give guests deeper answers or insights. We communicate to all guests about 360º Concierge during check-in so they know they are able to approach any staff for assistance.

H: How do you manage differently to realize the 360º Concierge?

TL: Part of what I need to do is hire the right people, give them a clear vision, then stand out of the way a bit and let them come up with their own ideas. My job more than ever before in this role tends to be pushing for quality. Great teams rise to the challenge with ideas.

H: Where do hotels fail in consultative approach?

TL: Where they miss the mark I think is in the heat of the moment when a decision has to be made and you forget the approach. Or, often someone at the top makes the decision and then tells everyone what to do. People then do it because they are told to and there isn’t ownership.

The Stamford Suite at Patina
The Stamford Suite at Patina

H: How do you suss out what people are passionate about?

TL: At the start, it is through the recruiting process. There are people ­who say they just want to do their jobs and they just like to work. That’s fine, but Patina tries to hire talent and passion, whether it be the arts, culture, etc. We know that when people get to do something they care about, they are going to be happy doing it. Their level of engagement is different.

H: What is your passion?

TL: F&B. I started bussing tables, was promoted to a server then took a sommelier certification. One of the things I was passionate about was teaching courses at hotels and giving seminars for guests and colleagues. I’m also passionate about local cultures.­ I have lived in many different countries, and I like to learn about them. That’s when you find the real treasures. I’m big on work-life balance as well.

 


Contributed by Raini Hamdi

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