Opus Hotel Blog

Healthy drinking at Opus Hotel

2008-05-08T15:47:00.000-07:00

I’m heading off on vacation for a couple of weeks, so inevitably my minds turned to cocktails.

Apparently, I can enjoy my holiday cocktail-ing guilt free now, according to Brad Stanton, Opus Vancouver’s beverage manager extraordinaire. Cocktails have turned healthy? He recently introduced me to the delightfully appealing concept of cocktails as healthy elixirs. Take a peek at Brad’s video where you’ll be introduced to his talent for concocting nutritious, delicious drinks. Next time you’re nursing a cold or fighting the flu, give yourself permission to pour yourself a stiff drink. Stanton’s orders.

Brad works his cocktail magic every Monday to Friday from 4 to 7 p.m. during Happy Hour at Elixir. Make sure you stop by.

For our Montreal friends, you'll be in on the healthy cocktail action soon. Brad's busy creating the cocktail menu at Koko Restaurant + Bar, opening May 10 in Montreal.

Speaking of Koko, make sure to keep checking our Koko Facebook page, as well as the Koko website, where we'll keep you up-to-date with the latest developments as we approach our grand opening.

As for the latest happenings in Vancouver - we have some fantastic events in store for you, including a new Live Art series starting on the last Thursday of every month. Keep up with all our events on the Opus Bar web site and the Opus Facebook page and as always, you can reach me with your comments here on my blog, and soon (very soon!) on my very own Facebook page.

Koko Restaurant + Bar Opens at Opus Hotel Montreal

2008-05-02T10:14:00.001-07:00

Koko Restaurant Montreal Web Site

A dramatic silver and black backdrop and glittering chandeliers set the stage for Montreal's hottest new dining, drinking and socializing space. To set the mood, resident DJs spin with international talent to bring the latest electro-house rhythms from East and West.

In the dazzling Grand Salon, an electric green runway cuts a swath through the cloud-white room while turn-of-the-century muses painted on the ceiling contemplate the action from above. Draped in black velvet, the sumptuous Petit Salon in the building's historic section provides an intimate space for discrete encounters. Outside, the expansive terrace offers a sanctuary for basking in the afternoon sun or flirting in the moonlight.

The Importance of Being a Blogger

2008-03-31T22:25:00.000-07:00

Since my last post our Facebook page has increased to over 654 fans! I am totally amazed at how viral this medium is and how quickly it can grow. Its probably been helped a lot by the roster of cool events we promoted via FB, including our Leap Year VIP party featuring DJ Stonebridge straight from Sweden, ya. We actually took a podcast of the night which you can check out here. I’ve become hooked on these podcasts, so we organized another one for Friday night. We had K-os in the house! With a guest list of 400 and counting I was a bit nervous about capacity, but it was a huge success! If you didn’t get a chance to come down, be sure to watch the podcast on FB, we should have it posted in the next couple of days.

[BTW: Now that our brilliant social marketers have wrangled us into Facebook, we’ll be using the page as an invite list, as well as posting photos and video, so check back often to see the latest updates and leave feedback. ]

With one FB page down, I just can’t stop. Across the country, we’ve already got a Facebook page set up for the sophisticated Suco Resto-Lounge at Opus Montreal. But, what I’m really excited about is unveiling the announcement of our 9000 foot super-glam new restaurant and bar that is opening in 6 weeks. (Eek). We are seriously down to business getting ready for this huge launch and the days are passing at an alarming pace. I had a sneak peak at the website today though and am completely keyed up about its debut next week. Very sexy! Make sure to check it out…on the QT, we’ll be running a contest on it that you won’t want to miss. Oh yes, and there’ll be another Facebook profile for that too. If you’re dying to know what the name is, you’ll have to check back. It’s top secret until next week.

In case you were wondering, I still don’t have my own Facebook page. I’m working on it! It’s tough to devote a spare second to my virtual self, but I will soon. Looks like the “Get Katrina to join Facebook” group I talked about last time has their work cut out for them.

A blogger is born

2008-02-13T15:03:00.000-08:00

As a few of you may have noticed, I’ve sorely neglected updating you on the life and antics at Opus Hotels via the blog. I have a long list of fabulous excuses but will spare you most of them. Suffice it to say, life has been on fast forward here since my boss, mentor and dear friend Daniel left to become a full time ‘auteur’ and left me trying (impossibly) to fill his large and stylish shoes.

When Dan pushed the daunting list of activities across his desk that I needed to pick up after his departure, he made me promise to blog often, wittily and well. While I’d had fun subbing in for him in the past, I’d never considered the pressure of actually coming up with (relevant and interesting) things to say on a regular basis. Needless to say, I’m suffering a case of mild inadequateness that comes from attempting to follow his blogger footsteps. Hm, let’s see … he left to pursue writing as a full time career; media have gushed over his witty blog; students in hotel schools have been assigned to read his blog; and now I have to step up to perform? But here I am, on my 4th flight from Montreal in 8 weeks, resolutely starting my first solo post. It feels good.

I’ve been spending a lot of time recently at Opus Montreal planning the usual spate of marketing and communication activities. In this case, they’re directed at the spring 08 opening of what will be Montreal’s hottest, newest drinking and eating establishment. (More on that next post). As most marketers will tell you, it’s no longer enough to take out a couple of ads and hope the masses will come. Nope, it’s all about social marketing nowadays. I imagine I’m speaking to the knowledgeable and converted, but in the past year I’ve turned away from all but the most nominal advertising efforts (to the dismay of persistent sales people flogging ad space) and have become a convert to the merits of SEO, social marketing, viral campaigns and more. As head of marketing for a couple of stylish and contemporary boutique hotels, it’s my job to stay current on the latest trends. If Opus doesn’t chart this territory, who will – the Ritz?

I confess I’m still grappling to understand these various mediums though. For gawd’s sake, I must be the last person standing who hasn’t succumbed to Facebook - yet. [I’ve been informed there’s a user group for people who swore they’d never join … like me.] Fortunately I have some really smart (and patient) people around me that guide me ever so slowly through the differentiators between Facebook and Myspace, Flickr and Youtube, Ebooks and Widgets, the list goes on! Last week, we created a Facebook Business Page for the Opus Hotel and had almost 300 fans join in less than a week! Our page features an events calendar, photos from previous parties, reviews and a discussion board. (Since Valentine’s Day is around the corner, you may want to check out our rocking Valentine’s event featuring London’s own Housexy by Ministry of Sound.)

As I plan the much anticipated spring launch at Opus Montreal, I’m actually getting excited about building our Facebook business profiles and sharing up-to-date information with you through this blog. We’ll even have a weekly video showing the progress of construction. If you come across hotels or bars that demonstrate particular Facebook or blogging brilliance, I’d love to hear from you.

I’m looking forward to adding ‘blogger’ to my bio. Stay tuned for my soon-to-be-created Facebook profile. Look for it under “Groups for people who swore they’d never join”.

See you on the flipside

2007-12-21T10:18:00.000-08:00

December 28 will be my last day at Opus. And wow, what an amazing six years it’s been. For those not interested in hearing me get all sentimental, feel free to fast-forward to previous posts about misbehaving guests, mini-bar sex toys, and makeup-smearing drag queens. For the rest of you, kindly allow me a moment.

There’s one major reason why I’ve come to this place every day for six years, the same reason it’s so hard to leave: the staff. Never before have I worked with such a talented team of dedicated professionals. It’s been a privilege to work with them every day. I’ve learned so much and, most importantly, I’ve had a blast along the way.

I’m proud to be leaving Opus while it leads the boutique hotel market in service, financial performance and reputation. Opus Vancouver is once again named on of the World's Best 500 Hotels in the January 2008 issue of Travel + Leisure magazine. How has a little independent hotel achieved such success? Great location, style, and quality, yes, but more than anything it’s all about the people.

Of course, it it weren’t for our guests none of us would be here. They have been fiercely loyal, inspiring and totally cool. The media has also played a critical part in our success. I’ve had the pleasure of meeting writers from around the world, and they’ve told glowing stories about Opus in every medium. Finally, we couldn’t have come this far without the resources, support and expertise provided by hotel ownership. With Opus Montreal now open, this success is now being duplicated in one of the world’s most vibrant cities—en français et à la Montréalaise.

What becomes of me? I plan to take a few months off to write.
Murder at the Universe, my first novel in the Five-Star Mystery Series featuring hotel-manager-turned-house-detective Trevor Lambert, is now in its second printing. Murder at Hotel Cinema hits the shelves in June 2008. Now I’m on to #3. So I’ll be at home plotting my next murder over champagne and caviar. After that, who knows. I might pursue my lifelong ambition to fold towels at Linens N’ Things.

What becomes of the GM Blog? It will carry on in infamy in Katrina’s capable hands. Should you wish to keep tabs on me, I plan to start my own blog on my website. There, no longer constrained by the conventions of being a hotel manager, I’ll be able to speak even more candidly. If you thought hookers and drag queens were risqué, stay tuned.

My departure opens up opportunities for my colleagues, including Nicholas Gandossi, who becomes general manager of Opus Vancouver, Jacques Fortier, who becomes general manager of Opus Montreal, and Katrina Carroll-Foster, who is now Vice President of Sales & Marketing for Opus Hotels. It gives me great peace of mind to know that these highly capable individuals will be carrying the torch into the future.

To my colleagues, guests, clients, suppliers, media and friends in Vancouver, Montreal and around the world, thank you for the privilege and the pleasure. It's been a fantastic party, but it’s now time for me to go home and write about it.

I will miss you. All the best in 2008 and beyond. Au revoir et a bientôt.

Daniel Craig

Photo courtesy of Out Traveler

Hotels in Space

2007-09-24T10:44:00.000-07:00

Recently there’s been a lot of hype in the media about a hotel that plans to launch in 2012—in space. It’s called Galactic Suites, and reservations lines are expected to be open next year. I would be the first in line if it weren’t for the astronomical price: $4 million for a three-day stay. Now that’s an envious average rate. Since I’ll never be able to afford to be a guest, I thought I might put my name forward as a candidate for hotel manager. Problem is, considering the magnitude of the project and the track record hotels have for opening on time, I fear the launch will be delayed until I’m too old to make the journey—or, well, you know, dead.

That’s the irony of managing a hotel: you become quite comfortable surrounded by luxury and affluence, sometimes to the point where you forget you’re not actually like your guests: they’re rich and you aren’t. It’s always a rude awakening when I go out for dinner and can’t sign the bill to my promo. Hopefully Galactic Suites will offer industry discounts.

The obligatory eighteen-week training period suggests the target market is not your average weekend budget traveler, but more likely business tycoons, rock stars, and billionaire retirees. Fortunately for them, training takes place not in Siberia but at a hotel complex on a Caribbean island. I must say this raised my eyebrow. How will four months on a tropical island prepare these people for space, the most inhospitable environment a human being can endure? A tear in one’s spacesuit would lead to the most painful death imaginable: air would be sucked from lungs, blood would feel like it was boiling in veins, and internal organs would seize. I couldn’t find mention of this in the promotional material.

Why would anyone want to build a hotel in space? Well, why is any hotel built? To make money. When you consider that travelers’ most popular request is a quiet room with a view, imagine how this space hotel could deliver and the premium it could charge—like say, $4 million. Not for the faint of heart, the tour will shuttle guests around the world in a dizzying eighty minutes fifteen times a day at an altitude of 450 km. Promo material boasts that guests will “participate in international space experiments”. Am I paranoid, or does this sound ominous? Will guests conduct the experiments or be the subjects? Let’s hope experiments don’t involve making little tears in spacesuits and pushing guests out the door to see what happens.

As a hotel manager I can’t help but think about other potential challenges. If the hotel overbooks, as hotels like to do, how will relocates be handled? The zero gravity environment will make serving food and beverage challenging, not to mention making beds, cleaning rooms, showering, and, I suppose, using the bathroom. I’m thinking there won’t be a pool, spa, or windows that open. Apparently guests will use Velcro suits to crawl around the hotel by sticking themselves to walls like Spiderman. That could become a real hassle for room service attendants when they forget to bring Ketchup with a delivery. Also, in this age of environmental responsibility, how will a hotel justify rocketing just six guests at a time into space? That’s a lot of carbon credits.

I’ve often said that the hotel business isn’t rocket science, yet it appears it soon will be. The requisite merger of science and hospitality is a bit troubling. The company behind this project is based in Barcelona. As much as I love Spain, my service experiences in that country haven’t been stellar, although admittedly I wasn’t paying $4 million for accommodation. If service is bad, it’s not like you can check out and check into another hotel across the galaxy. The company’s claim that the project is “formed by various professionals in the aerospace industry” is reassuring from a scientific perspective, but where are the hotel industry professionals? Is an astronaut going to be preparing meals and turning down beds at night? They might want to consider getting Singapore involved. And before I get on board, will someone please tell me exactly how many spaceships Spain has built and piloted in the past? I think I’d feel more comfortable if Russia were involved. Whoever it is, I hope they’re better at building hotels than websites. The website for Galactic Suites is just bizarre.

SHAMELESS PLUG ALERT
While on this subject I’d be remiss if I didn’t mention that my novel, Murder at the Universe, is set in a futuristic hotel in New York with a space theme. One of the main characters is a former astronaut who is appointed resident manager as a publicity stunt—with disastrous results. The point being, rocket science and hospitality demand very different skills; combining the two might result in really bad reviews on TripAdvisor.

Should I be hired to manage Galactic Suites, I imagine the job will get a little dull at times, what with only three rooms in the entire hotel. Maybe other duties will be involved, like flying the shuttle to and from that Caribbean island. Note to self: during interview don’t mention track record with valet parking at Opus. A company official describes Galactic Suites as a boutique hotel, once again reinforcing this segment’s reputation for being on the cutting edge. This got me even more excited about the possibility—until I read that the company plans to develop an “orbital hotel chain” and one of the partners is intent on colonizing Mars.

Sorry, but I don’t do chains. Or colonies for that matter. I think I’ll stick to Opus for now. I prefer to keep things down to earth.

Chain conformity and other foreboding phrases

2007-08-03T11:05:00.000-07:00

Sorry for the long absence, but I have a good excuse. In case you somehow dodged the salvo of announcements issued by our media team, Opus has adopted a younger sister. She's gorgeous, speaks fluent French and, fortunately, lives far enough away from Vancouver that we won’t be too jealous. Her name is Opus Montreal.

On July 9, Trilogy Properties Corporation, owner-operators of Opus Hotel in Vancouver and operators of Adara Hotel in Whistler, purchased Hotel Godin and re-flagged it Opus Montreal. Since I promised long ago to be a blogger not a flogger, I will resist the temptation to go on and on about this beautiful property, the fantastic staff, its ideal location. I’ll leave that to the website.

I know what you’re thinking. The irony hasn’t escaped me either that, after years of bashing hotel chains, I now work for one. This “chain” is only two hotels, but already I’ve caught myself uttering such odious phrases as “economies of scale” and “chain standards”. Not that hotel chains are evil. Some of my best friends work for them, and I myself have worked for several. They serve many critical functions. For example, they house drunken conventioneers wearing badges and silly hats so boutiques don’t have to. And they fill rooms with low-rated government business so we don’t have to either.

While the term “boutique chain” may sound like an oxymoron, there are a number of successful ones out there: Morgans, Thompson, Joie de Vivre and Kimpton to name a few. It’s not chains themselves that are the problem, but chain mentality. I have an inordinate fear of reporting to some over-caffeinated vice president at corporate office in some obscure state like, say, Delaware who considers herself an authority on all things hotel, yet has never actually worked in one, nor, evidently, even stayed in one. Terms like “chain conformity” also make me shudder. This involves head office issuing a decree that all hotels in the chain offer the same service—like, for example, using the same folksy, cliché-ridden guest welcome letter crafted by the president—regardless of whether it’s a chic urban hotel or a remote resort.

Of course, many travelers are scared of boutique hotels. And who can blame them, given some of the appalling ones out there. Some travelers want the predictability of a hotel chain, where it looks and feels like home no matter where they are in the world. These are the people you see in Paris dining at Burger King. Boutique travelers want surprises, as long as they’re pleasant. You’ll see them dining in some off-the-beaten-path, authentic café in St-Germain-des-Pres.

Does the fact that Opus is now plural mean that our fierce individualism, our irreverent, bad-ass spirit will be crushed? Hell no. The truth is, we’ve never actually been bad-ass. Perhaps a bit irreverent, but at heart most of us at Opus are somewhat conservative hoteliers. We understand that, above all, travelers want comfort, convenience, and intuitive service. In Vancouver and Montreal, Opus will offer this and more: a unique and special experience that reflects the local history and culture.

I’ve been traveling to Montreal a lot lately, and anyone who travels east on business will relate to the joys of traversing time zones. You lose an entire day flying. The lateness of your flight is directly correlated with the earliness of your morning meeting. Your luggage takes forever to arrive, and it's a very tense time because everyone carries the same black suitcase and you're certain that pushy lady with the bad perm made off with yours. The taxi queue rivals the line at the passport office. If you’re lucky, you get to the hotel by midnight, which is okay because it’s only 9:00 pm back home. Except you can’t sleep. At all. Even with medication. You muddle through the next day in a jet-lagged, overmedicated, sleep-deprived haze. Finally, 6:00 pm arrives. Your day is over. Except a barrage of frantic emails from back home ensues, chaining you to your computer until their workday is over, three hours later. When you finally do adjust to local time, it’s time to fly home, where you suffer the same trauma in reverse.

While in Montreal I’ve been living in the hotel, which sounds glamorous, and sometimes it is. Hotels are magical places, staffed by super-friendly people who open doors for you, call you sir, and make your bed way better than you ever could. I love having my own little shampoo containers and jam jars. But a certain degree of privacy is sacrificed. On Tuesday my “wakeup call” was delivered by an irate guest screaming into my phone about a mishap at check-in.

Language is more formal in Montreal. In my capacity as acting general manager I’ve been introducing myself to staff like a typical westerner: “Hi! I’m Dan.” Yet when they introduce me it’s, "Je vous présente Monsieur Daniel Craig, le directeur general.” This makes me feel exceptionally important, wealthy, and, inexplicably, taller. I’m considering insisting on the same introduction in Vancouver, perhaps with “par excellence” thrown in for good measure. But I’m a little nervous about how it will be received.

Speaking of which, what is it that compels certain hotel managers to act like royalty? Over the years I’ve observed them prancing about their hotels, expecting employees to fall at their feet in their presence, seeming to relish the terror they strike in their hearts. Did we go back to the 18th century and no one told me? “That little minion didn’t curtsy when I passed—off with her head!” Shouldn’t managers want staff to expend this time and energy fussing over guests?

In my world, good hotel management boils down to one word: respect. Earned respect, not ordained respect. Treat everyone with respect—guests, staff, colleagues, owners, suppliers, that perky saleslady who’s called you five times this week, and, yes, even that high-strung VP in Delaware—and they will respect you. Humility is also essential. Guests and staff must always come first. If it has to be about you, consider a career in show business. Add hard work to the mix—as Thomas Edison said, there is no substitute for hard work—, integrity, and a bit of luck, and you have the recipe for success, whether you work for a five-star hotel, a roadside motel, a chain or an independent.

These are the values we’ll be bringing to Opus Montreal. We look forward to seeing you there. A la prochaine.

So you want to work in hotels...

2007-06-15T15:01:00.000-07:00

I get lots of messages from hospitality students and aspiring hotel workers who read this blog. In fact, an associate professor at San Francisco State University recently emailed me to say the General Manager’s Blog is required reading for his class. For some time now I’ve been promising to write a post about how to get into the hotel business. As the shortage of workers in the hotel industry begins to reach crisis proportions, the time is ripe.

One of the “horror stories” I’ve heard is a Wendy’s in Alberta had to close because they couldn’t find people to staff it. Doesn’t sound like much of a horror story to me. Starbucks maybe, but Wendy’s? All sorts of emergency task forces and working groups and action committees are being formed to address the labour shortage. Which begs the question, wouldn’t our time be better spent working than exacerbating the problem by sitting in meetings? The prospect of not having enough staff to fill positions strikes terror in the heart of hotel managers. Not only are we concerned that service levels will suffer but, more importantly, we’re terrified that we’ll have to do the work ourselves. Don’t be surprised if the next time you stay at a hotel the general manager parks your car and the human resources director fluffs your pillows.

If you’re interested in working in hotels but don’t know where to start, my advice is to get a job in a hotel. Brilliant, I know. My point is that I caution you against enrolling in four-year hotel management program before you know if the industry is right for you. Some people just aren’t very hospitable, and you’d be much better off establishing this before wasting your time and money on a diploma. If you are a good fit, then you’ll have some great practical experience to apply to your studies.

How to get a job in a hotel without experience or education? No problem. Hotels used to be really uppity about hiring the young and inexperienced, but times have changed. Many hotels, particularly big ones, are desperate for staff. This doesn’t mean that even though you have a ring in your nose and a chip on your shoulder you can walk into a high-paying executive position. It means if you are well-groomed, outgoing and have a great attitude you should be able to land an entry-level job. Even a little whippersnapper fresh out of high school can. Yes way.

The key is you have to be open to anything—delivering room service, cleaning rooms, bussing tables, fanning the GM—at any time on any day of the week. Yes, that might mean—gasp—graveyard shifts. We stopped calling them graveyards a long time ago for obvious reasons, so don’t be fooled by euphemisms like “night shifts” or “shift work”. If you want to work in guest services or management, the reality is that night shifts are a right of passage. The great news is you get to witness bizarre things that nine-to-fivers never see. Night shifts make you stronger, more knowledgeable and less afraid of the dark.

If you can’t demonstrate this kind of flexibility then you’re probably not cut out for the industry. A degree in hotel management isn’t going to change that. Save your money and consider a career in banking.

If you manage to land an entry-level job, don’t worry if it’s not your ideal position. Play your cards right and there will be opportunities to move. Work hard and be super nice to everyone, even that bossy lady in HR who made you cut your hair. Never say “It’s not my department” or “I can’t” or “Bite me.” Pay close attention to detail. And don’t steal anything, not even pillow chocolates. Colleagues must respect you, guests must love you and management must remember you. Once you’ve established yourself as an essential and noble martyr, don’t assume you’re entitled to the first opportunity that comes along. It takes time, patience and luck. Years ago, a coworker on the front desk used to apply for every sales position that came available. When she didn’t get them she would bitch to everyone about management’s appalling shortsightedness. She became the Susan Lucci of the front desk, always a contender but never quite good enough. Hm, wonder why.

I realized just how desperate hotels are for qualified people when a colleague from another hotel called me for a reference check on a former employee. The employee had issues, a lot of them, and I was quite candid about not recommending him. A few days later I got a call back. They wanted to know just how bad he really was. Apparently, the staffing situation was so dire they were willing to overlook past transgressions. Until recently, one negative word in a reference check was enough to rule out a candidate. Now hotels are more willing to compromise, which is very scary indeed. Good old Canadian hospitality is in jeopardy.

What’s the solution? One committee suggests bringing retired people back into the workforce and attracting foreign workers, disabled people, youths and aboriginals. All great ideas, but I think we need to be even more creative. What about ex-convicts? They’d be good at making beds. In fact, why wait until they get out of prison—why not hire prisoners? We’d have to keep them shackled, of course, and away from the cash drawer, but I’ve fantasized before about handcuffing wayward employees to their desks. Military personnel are also worth consideration. Their skills with weapons would come in handy in the accounting department collecting bills. We could also import workers from France now that its new rightwing government appears determined to kick immigrants out.

A more obvious solution is to increase wages in the hotel industry. I suggest we start with the general manager. Katrina suggests starting with the director of sales & marketing. Regardless, it would increase operating costs, which would result in higher room rates, but in this economy people have more money, and they should be willing to pay a premium for good service, no? A positive work environment is also important, as are good benefits, training and opportunities for advancement. But now I’m stating the obvious. I’m starting to feel like I’m in one of those task force meetings.

The big question is, if we manage to attract enough employees to staff all these hotels under development, are we going to have enough travellers to fill them? Only time will tell. In the meantime, outgoing, flexible candidates with no previous criminal convictions are welcome to send your resume to careers@opushotel.com.

Life and Times of a Bar Promoter

2007-05-24T11:03:00.000-07:00

I can’t recall if Dan mentioned this in a previous blog, but this winter we (as in ‘we, the hotel management’) took over management of Elixir restaurant and Opus Bar. To date, it’s been a lot of work. My previous restaurant experience was comprised simply of eating in them. Occasionally critiquing them. But certainly never promoting them. That all changed a couple of months ago.

Some of my new responsibilities have closely mirrored that which I already do on the hotel side, but no one ever told me about the serious business of bar promotion. You see, while one part of the job is the very civilized marketing of the fabulous French-inspired cuisine of our Chef Don Letendre the other is frankly all consuming: creating more buzz for Opus Bar. Since opening five years ago, it’s been Vancouver’s hot spot. But, it’s a competitive market, and Vancouverites can be a fickle bunch. In the last year alone Vancouver has witnessed the emergence of a half dozen hot new lounges. But Opus Bar has a cache no other venue in town can offer: it’s resides within Opus Hotel. There’s something aspirational about sipping a martini in the bar –if you can’t stay at Opus, you can certainly always drink at Opus. Anyhow. In my quest to keep the lounge buzzing every weekend, I’ve had to break out of my ‘early to bed’ habits and start living la vida loca as a bar promoter.

My first foray into club-land involved the aptly named Tall Paul. Heard of him? If you’ve danced ‘til dawn in London or Ibiza, the answer is an emphatic yes. If, like me, the last time you shook your groove thang was to Madonna’s ‘Vogue’, the chances are less likely. He is one of the world’s hottest DJs, and he comes by his name honestly: he’s over 6 foot 7. In town to play a crowd of over 3000 in Whistler, we snagged him for a hush hush VIP invite-only event at Opus. With under a week to promote the event, we sent out hundreds of e-vites and text messages (who actually prints invitations nowadays?) not knowing whether we’d have 20 or 2000 responses. I confess I was anxious at featuring a DJ who’s used to playing outdoor venues for up to 20 000 semi-lucid ravers in our 1000 square foot lounge. Wearing my ‘hotel hat’ I worried about how our hotel guests might react. Throughout the night I kept approaching the DJ stand like a school dance monitor asking (OK, shouting) ‘could you please keep the bass to a dull roar’? At 9pm doors opened and a crowd of two stampeded in. Hm. Where were the hordes of beautiful people? I started to panic. Would this be my first and last event? Should have know better…Fashionably late, crowds started to pour in by 10. Murphy’s Law, the liquor inspectors also chose to drop in that night. Us, over capacity? Never. The night was a big success: three DJ’s including the headline act, line ups down the street, a steady flow of Grey Goose and Moet, and throngs of fabulous people with smiles on their faces. One event down…many more to go. In the three weeks since, we’ve held a launch for Rickards Original White Beer and a Grey Goose themed “Joie de Vivre” party (featuring DJ Mlle. Fleur de Lys and the Burlesque Beauties), next week we're throwing a Champagne party to launch our Thursday “Bubble Lounge” concept. Next month we’ll welcome another celebrity DJ, and host another party. My beauty sleep is diminishing, but hey, liquor sales are up!

The coup de grace this summer will be our Fifth Annual Summer Street Party. Over 500 invitees join us on the street outside of Opus for the city’s largest private street party. This year’s theme is Out of Africa, complete with throbbing drum circles, electric African bands, and fire eaters. If you want to be there, you’ll have to snag a spot on our invite list.

To say this role requires versatility is a mild understatement. It demands the capacity to engage in strategic planning with high level execs to chasing down errant 20-something nose-ringed DJs. I was joking in a café with someone the other day about my new job as Bar Promoter Extraordinaire. A snappily dressed guy in front of me turned around and asked if I was the new promoter he’d heard about in Yaletown. He was the head of a chain of hot bars and wanted to talk to me if I was. While I couldn’t have looked less the part in my conservative suit and heels, I’m clearly learning to talk the lingo. I guess if things don’t work out for me in the luxury hotel industry, I can always pursue my newfound promoting career.

Back to the Scene of the Crime

2007-04-20T13:46:00.000-07:00

Just back from New York and Canada’s Media Marketplace, where my fellow Canadians and I mercilessly flogged our country’s wares in the hopes that media will write gushing stories. I stayed at the Gramercy Park Hotel for the first two nights, Ian Schrager’s latest hotel project in collaboration with artist Julian Schnabel. I’d heard mixed reviews, but I loved the place. Amazing arrival experience. Major lounge scene. Awesome neighbourhood. Service is at a higher level than Schrager’s former properties, but be prepared to pay accordingly. The décor is a mix of ultra-modern, classic and bohemian, yet somehow it works. I’ve never been a fan of tassels – in my mind they should be seen only on grandma’s curtains or Vegas showgirls – but the ones on the chairs in my room came across as playful and urbane, much like the rest of the hotel.

On Sunday New York was hit with one of the worst storms in history. As a Vancouverite I mocked the hardened New Yorkers who were making such a fuss over a few droplets of rain. Then I went outside. I’ve never experienced horizontal rain before. It was like being in a carwash. I spent the rest of the day cowering in my room.

The next day I checked into the conference hotel, the Waldorf-Astoria. I did so with trepidation. It was built in 1931 and has 1425 rooms. Large hotels are not for impatient people. I’m not big on old hotels either. I like shiny new things. But the staff at this hotel won me over. It’s difficult to provide a consistently high level of service in a big hotel, but they manage it well here. Employees seem genuinely proud. Often their lines sound scripted, but well scripted. I encountered more tassels though, on the curtains in my room. I guess New Yorkers are big on them. And the floral bedspreads have got to go. Have I disclosed before why hotels use such ghastly patterns on carpets and bedspreads? They hide stains. But I’ll leave the investigative reporting to Dateline.

I love New York so much I set my novel there, Murder at The Universe. I imploded the Hilton on Sixth Avenue and erected my hotel in its place. It made me feel like Donald Trump. The novel opens with the murder of the hotel’s owner. It soon becomes apparent that one of the executive staff members may have done it. The main character, Trevor Lambert, director of rooms, is forced to play sleuth while managing the clash of values among pampered guests, harried employees and a militant conference organizer. Some hotel executives may find the premise cathartic, what with the owner getting murdered. I should point out, however, that I conceived the idea many years ago. I would never even think of such a thing at Opus.

Things are gearing up for my book’s release in September. It’s now available for pre-order online. My publisher, Midnight Ink, contracted me to develop the concept into a 3-book series. Book 2, which I’ve been working on for a year now, is due – excuse me while I gasp for air – in two weeks. Time to get started, I guess. The working title is Murder at Hotel Cinema. Trevor moves to Los Angeles to open a swank boutique hotel in Hollywood. At the opening party a gorgeous young movie star is murdered. This time the executives and owners are off the hook, but middle management isn’t. The suspects include the hotel’s executive housekeeper, the chief engineer and the publicist. The victim is a hotel guest, but she’s a diva and a tyrant, so Opus guests have nothing to worry about as long as they behave.

The question I’m most often asked (besides what’s your phone number) is how do I find time to write and manage a hotel? The quick answer: early mornings and long days. Both jobs are a labour of love, so I don’t mind. I’ve wanted to write since I was four, when I used to carry a notebook around entitled “Poims”. Yeah, I was a weird kid, and not a very good speller. When I turned 30 I realized that if I wanted to call myself a writer at some point I would have to write something. I naively thought it would be fun and easy to write a mystery. They say write what you know, so I set it in a hotel. It’s pure fiction, but without a doubt I’ve been inspired by the colourful characters and bizarre situations I’ve encountered over the years.

I’m on “vacation” for two weeks beginning April 30. I say “vacation” because during the first week I’ll be furiously trying to shape Book 2 into something readable. The next week I’ll be on a real vacation. But my mind is always working, and while on the beach in Hawaii sipping strong fruity drinks I’ll be plotting my next murder.

Thanks to Katrina for filling in during my absence. Aloha!

Technical Challenges for the Technically Challenged

2007-04-01T10:54:00.000-07:00

It seems my recent posts have not been going out to the subscriber list - a travesty! Our web designer extraordinaire Pierre seems to have fixed the problem, so this is a quick post to see if it's working. Check out the latest, and thanks to all my loyal readers (make that reader, Dad got bored but Mom's still hanging in).

Multiple Personalities

2007-03-28T09:47:00.000-07:00

Opus has never claimed to be the clichéd “home away from home”. Unless of course your bathroom at home has floor-to-ceiling windows overlooking the street. I like to compare Opus to “a cool friend’s apartment”, a phrase I appropriated from one of our frequent guests. It captures the hotel’s residential feel and some key design elements.

When I first heard that the hotel’s interior design team, led by the brilliant Robert Bailey (formerly of Architectura, now Stantec), was planning five guestroom décor schemes and 16 layouts, I thought they were crazy. With only 96 rooms, where was the economy of scale? They also planned to paint rooms red, blue, green and yellow. Colours? What about the official colour of every hotel room ever built: beige? They also casually mentioned that some rooms would have windows between the bathroom and bedroom – but no blinds, just a translucent sheer. I managed to win that battle by reminding them that some people travel with their grandmother. But the other design elements remained.

The hotel’s unique design features have made it fun to give tours. What I didn’t anticipate were the clever marketing opportunities the décor schemes presented. For inspiration, the design team created five fictional characters to represent the hotel’s typical guests, and then built rooms around them. Colours, fabrics and furnishings were selected to evoke the diverse lifestyles these personalities represented.

Think of these characters as a friend you’re coming to stay with. If you choose Susan, you’ll get a “stylish and sophisticated” blue room with curvy lamps and sexy fabrics. Susan’s a fashionista from Toronto who’s into the “see and be seen” scene. You’ll also find a selection of CDs and books to match her refined tastes (think opera, Dido and high fashion). After all, what do you do when you stay at a friend’s? You check out her CD collection and snoop through her bookshelf. Maybe you raid the fridge. But be forewarned, it’ll cost you at Opus. Just don’t steal anything like, say, towels or bathrobes or she might not invite you back.

If you’re feeling more uninhibited you’ll probably want to hang out with Billy. He’s a musician-filmmaker from London and his “artful & eclectic” room features lime green walls, whimsical art and faux rabbit-fur ottomans. Billy’s CD collection reflects his love of classic rock (think Kravitz and U2), whereas his books reflect his spiritual side (Ommm). Billy’s a party boy, so be prepared for a long night. Just don’t disturb Bob & Carol; they go to bed early. Bob’s a high tech exec and Carol’s journalist and they’re from San Francisco. Their “tony & traditional” yellow room leans toward comfort and conservative design. They’re not boring, they’re simply more mature and cultured. Oh, and Bob gets a lot of headaches. The CDs and books in this room reflect their fondness for jazz, classical music and higher learning.

Just down the hall you’ll find Mike, a doctor from New York who represents the convention traveler who breaks away from the crowd. His “modern and minimalist” room features cranberry-red walls, contemporary furnishings and edgy photography. Mike likes to dance to the divas and his leisure reading is decidedly non-medical, so be prepared for a blessedly superficial stay. But don’t get the wrong idea, ladies – sometimes Mike travels with his “friend” Steve. Upstairs in the penthouse suite you’ll find Dede, a method actress from Los Angeles and our resident drama queen. Her “daring & dramatic” suite features taupe walls, faux-fur fabrics and provocative art. Her taste in music is diverse but leans toward hip hop. She’s not much of a reader, but occasionally flips through books if there are lots of pictures. If you choose to hang out with Dede, be prepared to binge and splurge.

When Opus opened in 2002 we sent out a casting call for these characters and featured them in a photo shoot (see Billy above) and at our opening party. We’ve since tried to retire them, but people won’t let us. The concept of choosing a room to match your personality (or mood) captures the imagination. The media has written loads of stories about Mike and his friends. Currently, the characters are moonlighting as concierges in our Lifestyle Concierge program: you choose the personality that best suits your lifestyle and they tell you their favourite places to shop, dine and play in Vancouver.

What does the future hold for the Opus personalities? After almost five years, a few nips and tucks are in order. As we introduce new colours, fabrics and furnishings in our guestrooms we’ll update their profiles. Maybe Billy’s evolved into a Bono-like character who uses his fame for charitable causes. Maybe Susan’s career in fashion has taken off and she’s now alarmingly similar to Anna Wintour. As for Bob & Carol, rumour has it that Carol filed for divorce after catching Bob in Mike’s room. And Dede? Undoubtedly she shaved her head, did a stint in rehab and is building an orphanage in Malawi. We’re also planning to bring the characters out of the bedroom and into Opus Bar, where we’ll be featuring a martini inspired by each personality.

The possibilities are endless. One thing I know for sure, the Opus personalities have checked in for the long term, and they’re looking forward to welcoming lots more guests. I’d love to hear which personality you identify with most. And check out CBC’s recent story on the Opus personalities.

The Cream In My Coffee

2007-03-07T10:13:00.000-08:00

In our relentless pursuit of world domination, right on the heels of assuming control of Elixir and Opus Bar, last week Opus management took control of Café O. Until now, this sunny northeast corner of the building was leased to a third party. It’s earned a reputation for making a mean cup of coffee, but one of the baristas was, well, kind of mean. A tad overzealous in his love for coffee, he has chased guests out of the café for being so barbaric as to ask for – gasp – cream with their coffee. His passion was admirable, but his service tactics didn’t quite fit in with the rest of the hotel.

Vancouverites can be funny about coffee. “I've never seen so much coffee in all my life,” Bette Midler once commented during a performance in Vancouver. “The whole town is on a caffeine jag, and still nothing gets done any faster." I myself love coffee, but I’m far from a purist. Afraid to confess that I too like a bit of cream in my coffee, I used to bypass Café O and skulk over to Starbucks. Now I can simply pop upstairs without fear of reprisal.

We had less than two weeks to organize the seamless transfer of Café O into our hands, with no downtime in between. Admittedly, I was not thrilled at the prospect of taking over a coffee shop while still consumed by new responsibilities in the restaurant and lounge. I secretly feared we wouldn't be able to recruit staff in time for opening and I'd be pulling shifts behind the counter. Imagine a barista who secretly wonders what’s really so bad about instant coffee.

It’s times like this when I really appreciate the value of great staff. Over the years we’ve assembled a crack team at Opus. I respect each employee so much I could spend hours raving about them, but I’d never want to single one out over another. Amazingly, quite a few of us have been here since day one and are celebrating our fifth anniversary this year. The occasional live one gets away, but our goal is to “trade up” – to find an even better replacement. In taking over management of Elixir and Opus Bar we snagged three big fish: Leonard, an outstanding director of food & beverage; Michael, a highly experienced restaurant manager; and Annabel, a respected local publicist. Working with existing talent, these individuals will no doubt bring great things to Opus.

Okay, okay, I know I’m being really boring. But allow me a sentimental moment and I promise to return to wedding day relocates, make-up smearing drag queens and celebrity meltdowns on my next post.

On its first day of operation Thursday, Café O pulled in a staggering $83 in revenue. Why waste everyone’s time when there are much greater returns in other departments? Because every department at Opus, large and small, is a critical part of the experience.

Next time you’re in Yaletown I invite you to swing by Café O, Elixir or Opus Bar to check us out. Now that we manage every inch of this building I guarantee you’ll experience even better service, a renewed optimism among staff and a sense of warmth and freshness everywhere. And if you want cream in your coffee, it’s totally okay by us.

Deconstructing Mini-bars

2007-02-16T12:47:00.000-08:00

It’s time for our annual mini-bar program review at Opus, so it was quite timely that a little package arrived for me by courier yesterday. Upon opening it I found a “Mile High Kit” complete with lubricant, condoms and a “whisper-quiet massager”. Curious, I turned the massager on. The vibration was so powerful it almost jumped out of my hands. This handy little device appears to be designed for women feeling a bit frisky on the road. But at the size of a small lipstick container I can’t imagine it’s a satisfying substitute for the real thing. Ladies?

Will Opus offer it in our mini-bars? I’m not sure. Currently we offer an “intimacy kit” complete with lubricant and condoms (a big seller), but so far no electronic devices. As much as we like to position Opus as edgy and innovative, something about offering sex toys in the mini-bar makes me nervous. How will guests respond to finding a vibrator next to the M&Ms? And, equally importantly, will it sell?

When I stayed at the Drake Hotel in Toronto last fall I discovered an entire room service menu of sex toys and accoutrements. It made me wonder how many guests pick up the phone and place an order. I’m embarrassed enough asking for a side of mayonnaise with my fries. In New York, in the mini-bar at the 60 Thompson Hotel I found a “Shag Bag” complete with condoms, lubricant and a “natural aphrodisiac”. Oh, and Altoids - in case the aphrodisiac isn’t enough, I guess. At the Gansevoort Hotel the Mile High Kit in my room included a feather tickler. Alas, I was traveling on business and decided it wouldn't be appropriate to try it out on colleagues.

Hotels are often accused of gouging when it comes to mini-bar pricing. What travelers don’t take into account are the costs of labour, spoilage and mysteriously vanishing items. Like room service and banquets, mini-bars are more a service than a profit centre. It’s about convenience. You may ask why you’d pay $4 for a bag of Doritos when you can get one around the corner for 1/4 the price. But who wants to get dressed and go out when there’s one calling your name just a few feet away?

When I travel I always check out the mini-bar, but I rarely succumb to temptation. Well, not right away. I usually check out the prices, let out a great huff of indignation and slam the door. Later, while watching TV, I might have another peak. So many shiny, scrumptious-looking snacks! Such cute, harmless-looking minis! I don’t know about you, but my fridge at home is never stocked this well. Four types of beer? Three choices of chocolate bar? A dozen different snacks? Plus wine, champagne, vodka, gin, rum and liqueurs. It’s like the room comes with a party. How can you not resist?

Yet there are many highly complex emotions involved. It begins with denial: “I simply don’t want that can of Pringles.” Next comes anger: “Those prices are outrageous!” Then bargaining sets in. “If I eat those Pringles I won’t need dinner. It’s cheaper than room service, so I’d actually save money. Which means, in theory, I could have a beer too. And maybe even that little pack of Oreos.” We finally succumb, and a flurry of gluttony follows. Then depression sets in: “I’m fat, I hate myself, and I feel like barfing.” Finally, acceptance: “It’s done and there’s no turning back. And my, doesn’t that Kit Kat look tasty…” Perhaps not uncoincidentally, these are the same five stages of death.

Of course, it’s after those trips when you stoically refuse to touch the mini-bar that, four months later, a late charge shows up on your Visa statement. Your boss wants to know why you drank four minis of Cuervo and a bottle of Grey Goose on a business trip. Your spouse wants to know why you used the Shag Bag. You call the hotel and ask them to remove the charge. But you’re dealing with the Accounting department now. You might as well have drank the Cuervo.

Don’t blame the hotel for these late charges, blame the unscrupulous guest who checked out before you and didn’t fess up to the late-night binge. There’s a reason why hotels don’t call them “honour bars” anymore. When I checked into a room at the Hollywood Roosevelt Hotel last year I discovered that the mini-bar had been plundered by the previous guest. Terrified I’d be charged, I called the front desk repeatedly, insisting they send an employee up to investigate and, if necessary, dust for fingerprints and press charges. They were a bit more blasé. Eventually someone arrived to replenish the items. I’m still expecting the charges to show up on my Visa statement.

Some travelers go to a store after a binge and try to replace the items. But have you ever tried to find a 50ml bottle of Grand Marnier? Other, less scrupulous guests refill the bottles with water. As if the hotel won’t notice. Occasionally a guests thinks the entire contents of the mini-bar are free. Imagine his shock when he sees the $500 charge on his bill. Recently one of our guests was afraid to touch the fruit basket and wine we left in her room, even though it came with a welcome card from me, because she thought we'd charge her. Now that's hospitality. But who can blame guests these days when hotel rooms are starting like the local 7-Eleven?

Some hotels put a price tag on virtually everything in the room: lamps, bed, artwork, toilet etc. It’s like sleeping in an Ikea showroom. One of my pet peeves is those big bottles of water on the nightstand. They look like a thoughtful gift from the hotel until you see the $9 price tag. (At Opus we offer complimentary bottled water at turndown.) One positive trend is the offering of healthful products. But, while I'm sure these items are appreciated, most travellers will still opt for a Mars Bar and Red Bull.

The photo above is of me as I discover the great mini-bar at Hotel Le Germain in Montreal. No, I didn’t find a pair of women’s shoes inside (though not a bad idea). They’re Katrina’s. Don’t ask.

Look Who's Blogging

2007-02-05T13:07:00.000-08:00

Dan finally succumbed to the vicious flu bug which seems to have felled half my office this week, so the charge of blogging rests with me. Always a daunting task, but one must blog on. As I thought about what I might ‘blog’ today, what kept coming to mind was, well, blogs. It seems like everyone is blogging nowadays. The President of Iran recently blogged a Merry Christmas message, the Prince of Wales offered up a day in the life of HRH, and Posh (sorry, Mrs. Beckham) shared her various ramblings on L.A.: it’s officical – blogging’s gone mainstream.

Once the “domain of angst-ridden teens and doomed presidential candidates”, according to Fast Company, there are now well over 2 million bloggers tap-tap-tapping away- never during work hours of course. Blogging has further democratized the sharing of information. In a world where many feel increasingly isolated by technology, blogging has a grassroots, town hall feel to it. Sort of the Speakers Corner of the 21st century. No longer is the act of writing relegated to the rarified and qualified (read authors, journalists and academics). Every Tom, Dick and Mary Kate & Ashley can share their latest pearls of wisdom. What thankfully used to be confined to a tattered and private little black book is now published for the world to see.

Inevitably enough, with the utterance of ‘grassroots’, Corporate America’s ears perk up. What? A CHEAP marketing channel? And so now, it seems, amidst all the fervent blogger-auteurs, every industry is getting ‘hip’ to the blog movement.

The travel industry has embraced blogging with a fervour not seen since the airline industry invented “revenue management”, and made charging wildly different prices for the exact same seat a respectable and normal practice. Nowadays, thousands of intrepid travelers are chronicling their adventures with the help of sites such as travelblog.org, travelblogs.com and travelpod.com. Many are painfully dull –the literary equivalent of sifting through thousands of (someone else’s) travel photos. Some entrepreneurs have cleverly turned personal ramblings previously relegated to postcards into lucrative business ventures. Last weekend I read about 3 different globetrotters who have scored various corporate endorsements based on their writings. Bliss! This proves there IS a way to combine soul-fulfilling travel with pocket-filling cash. (Anyone out there looking to endorse me?). Forbes has even compiled their “best of” list of travel blogs.

Hoteliers have latched onto blogging as an informal (and inexpensive) channel with which to communicate with (and subtly market to) their guests. Hotels seeking to differentiate themselves from their competition, or to establish their ‘cool cred’, have all started blogging. We added the popular “GM’s Blog” to the Opus website in 2006. No marketing spin here: our blog gives guests and curiosity-seekers a peek behind the luxurious and implacable façade of the hotel. Where else can you read the real life antics of misbehaving drag queens or ice cold divas? (Of course I remain convinced the real lure of our blog is the intimate look inside the life and times of the sales and marketing department. Who wouldn’t want to read about that?!)

One of the most recent and alarming additions to the hotel blog community is Bill Marriott’s blog. At 75, and a self-confessed Luddite, Marriott has become a prolific blogger. (To give begrudging credit where it's due, he has quite a following of readers.) With Marriott blogging about the history of his hotel chain it’s clear to blog is now the norm . Clearly to stay ahead of the pack we need to come up with something new now. Maybe weekly podcasts from the Admin offices of Opus? Hm, no. That would entail maintaining a tidy office and eradicating all the tell tale open cookie and chocolate boxes littering our desks. Or perhaps vlogs (video logging) from guestrooms? I hear certain hotels in Vegas have live feeds beaming from poolside to website. Now THAT could prove interesting.

(Dan will be back next week!)

SOS From Island Paradise

2007-01-15T11:25:00.000-08:00

An important step in a well-rounded hotel manager’s career is getting overseas experience. I’m proud to say that I have overseas experience – all of one month’s worth. I alluded to this story last June, and since then a number of readers have asked for the sordid details. So here goes.

In 1996, a hotel company approached me about a job as director of sales & marketing at a luxury resort in Palau. I wasn’t keen on living on a tropical island, but they assured me it would be my base only and I’d be traveling around the world on business at least six months a year – in Australia, Europe, Asia and North America. It sounded too good to resist. I signed a two-year contract, gave up my apartment, job and happy Vancouver life, and told friends I wouldn’t be back for at several years because this was the beginning of my life as an international hotelier and playboy.

A month later I was back.

The problem had little to do with Palau itself, which is one of the most beautiful places I’ve ever seen, a chain of 200 islands in the South Pacific, with friendly people and some of the world’s best scuba diving. It had more to do with me. Things started off badly when, upon arrival, I learned that the travel budget had been axed. In the next six months I’d be going to Korea and Taiwan and nowhere else. Island fever quickly set in.

During my first week I attended a 5-day orientation session that could have been covered in an hour. In week two I wrote the resort’s marketing plan, reorganized the office, designed a series of ads and launched a marketing campaign. By week three I had nothing to do. The bulk of my job involved printing form letters, placing them in envelopes and mailing them. I took four years of university for this? To keep from going insane I learned to lick envelopes very, very slowly. Still, I could get a day’s work done in the first half-hour. I would have just called it a day and headed for the beach, but face time was important at this resort.

Staff always seemed busy, although I wasn’t sure why. The phones rarely rang, there was no email, and faxes were reserved for emergencies. When I realized life was going to be like this for two long years I decided it was an emergency. I scribbled “Get me the hell out of here!” on a piece of paper and faxed it to a colleague in Vancouver. I never heard back. During lunchtime I’d go for long walks and contemplate hurling myself into the ocean. At night I was obliged to attend the resort cocktail party and schmooze guests, which I found particularly difficult because I hated them for being happy and tanned while I was miserable and pale.

Shopping on the island was interesting. When I needed sunglasses I was forced to choose between a pair of Minnie Mouse sunglasses and some bad-ass Terminator sunglasses. I opted for the latter, which did little to boost my popularity on the island. The GM let me drive the resort’s beat-up old car, which was nice, except, being Japanese-made, its steering wheel was on the right side. One day I lost my bearings – maybe it was the sunglasses – and swerved onto the shoulder of the road, almost taking out a local. I came so close I heard his sharp intake of breath. This didn’t help my popularity either.

It wasn’t all bad. One day the GM took me to Jellyfish Lake, hidden in a crater at the centre of one of the islands. The lake is full of enormous jellyfish that, through some ecological phenomenon, have lost their sting. You may remember it from Survivor: Palau, when it was featured as a prize in a reward challenge. We swam through schools of them, tossing them around like balls of Jell-o. Maybe it wasn’t so bad here after all, I thought. The next day I was evicted from my gorgeous room at the resort and relocated to a dark, prison-like apartment in Koror. That’s when I began to plan my escape.

Word got around that I was lonely. One night there was a knock on my door and a Palauan woman about twice my size stood grinning at me, smelling strong of perfume. I thanked her and sent her away. I was lonely, but not that lonely. Another night the resort’s ex-pats invited me to a party. I arrived hours late and angry, having driven around the island several times, lost in the total darkness among the winding roads. The party was in a garage. I was sipping beer, trying to look happy, when an enormous coconut crab (see above) fell from the rafters and landed on me. Have you seen those things? They’re the largest terrestrial anthropods on earth and look like those creatures in Alien. Everyone laughed. I almost fainted.

Within a few weeks I decided I had made a terrible mistake. I was a city guy, not an island guy. I went to see a travel agent. That afternoon, by coincidence, resort staff surprised me with a welcome reception. I didn’t have the heart to tell them I had just booked a flight home. The next day I broke the news to the GM. He didn’t believe me, and who could blame him. What kind of fool would fly halfway around the world to accept a job in paradise, only to go home after a month? Me, apparently.

As far as I’m concerned, those contestants on Survivor: Palau got off easy. At least I now know that island paradise is not for me, unless I’m on vacation. Chalk it up to experience – overseas experience.

Together at last

2006-12-29T16:08:00.000-08:00

It’s December 29 and I’m feeling sorry for myself because for weeks now, while friends and colleagues in the industry have been stumbling from one holiday party to another in a boozy haze, I’ve never been busier. While they've been Christmas shopping during work hours, I've been shopping for a director of food & beverage. And while they've been inventing all sorts of excuses for coming in late and leaving early, I’ve been coming in early and leaving late. You get the idea. I’m bitter.

I was whining about this to my Mom over dinner last night, likely boring her to tears, and she basically told me to get over myself. Did I think being a general manager would be a walk in the park? I really hate it when she’s right. Problem is, I’ve never been fully convinced I want to be a hotel manager. Right now folding sweaters at the Gap or greeting at Walmart is sounding pretty appealing. I’ve always been in the hotel industry a bit grudgingly, convinced that another career is out there for me, one with more pay, less hours and frequent trips to Tahiti. Don’t get me wrong, I love my job. LOVE IT. But would I want to be a general manager anywhere but Opus? Probably not.

Normally things settle down for me this time of year and I'm one of those irritating people drifting around in a boozy haze. But recently my job got a lot bigger. I’ve assumed responsibility for Elixir and Opus Bar. When Opus opened four years ago the hotel and the restaurant/lounge were set up as separate companies, and I joined the hotel side. The ownership wanted to avoid the dreaded curse of hotel restaurants: bad food, inflated prices and poor financial performance that sucks the life out of the more profitable rooms division. So Elixir was given its own identity, its own entrance and a brasserie concept that contrasted with the hotel's contemporary style. Things have worked out well for the most part, and Elixir and Opus Bar are popular with locals and guests alike. But there have been internal challenges and problems with consistency. For me it's been frustrating not to have control over food and beverage, but at the same time it’s allowed me to focus all my attention on the hotel. All that will change now that we’re one big family.

When Elixir staff first heard I was getting involved they were nervous. I guess someone told them about my days as a waiter in Toronto when I was in my early twenties. I had two waiter jobs, one in a fine-dining restaurant and the other in a nightclub on ladies’ nights. My specialty was spilling drinks, usually on people, like the cold glass of milk I dumped down an elderly woman’s back and all over her fur coat. She screamed so loud everyone ran over to look. I was so embarrassed and apologetic that she felt sorry for me and gave me an enormous tip. At the nightclub I didn’t fare as well with spills. The ladies wanted my scrawny butt out of the way so they could see the big, buff strippers. Now that Elixir staff know I won’t be waiting on tables, they’re very supportive of the change.

Present position excluded, serving tables is the most stressful job I’ve ever had. Anyone who scrimps on the tip after receiving good service should be forced to spend a day as a server. I still have a recurring nightmare in which I have a section full of hungry, angry guests and the kitchen is totally backed up. It’s like those university dreams where you show up for an exam and realize you never attended class. (Other people have those dreams too, right? It's not just me?)

Once I get a director of food and beverage in place the workload should ease up. I’m really excited about working with our management team to provide a seamlessly brilliant experience in Elixir, Opus Bar and Opus Hotel in 2007. Stay tuned, and swing by.

One last note. Condé Nast Traveler’s 2007 Gold List is out and once again Opus has been recognized as one of the top hotels in the world. What’s also cool is the write-up tells readers to “check out the general manager’s irreverent blog”. Thanks for the plug, CNT.

Wishing all of you a very happy new year! Hope to see you at Opus soon.

Holiday Havoc

2006-12-12T14:19:00.000-08:00

Dan’s swamped this week (with his never-ending, glamourous holiday parties) and asked if I could write the blog. Mais oui, I said, I love writing the Director of Sales and Marketing’s blog. I’ve got Christmas tunes streaming through my computer, an eggnog latte by my side, and am dreaming of my three week holiday to Thailand - yippee! Oh right, I’m here to write. Focus.

‘Twas two weeks before Christmas, and holiday fever has hit the hotel. Stylish cranberry wreaths have been hung with care, in hopes that more revelers soon will stay/eat/drink here. Our guests are nestled in their Frette linen beds, with visions of (guess this one depends, but I’ll wager…) Beemers and Veuve dancing in their heads. Client lunches have been scheduled in Outlook calendars and post-work cocktails planned with colleagues after. The sales staff and I had just settled down to a flurry of card writing and gift box wrapping, when arose such a clatter I jumped up from my computer to see what was the matter. [Run on sentence, but this rhyming stuff is tough.] The Grey Goose minis and long-stemmed martini glasses were still lined up awaiting distribution to the masses. (Thank god those weren’t broken). But what to my horrified eyes did appear were cookie shards scattered both far and near. (Guess I’ll be asking the kitchen to bake a few dozen more “for our clients”. Ahem, not like they’re being eaten by staff). I think this is a far as I can take my poem. Anyone still reading?

The unofficial kickoff of the holiday season is the annual Tourism Vancouver Christmas lunch. Hordes of enthusiastic hospitality types flowed into the elegant Hotel Vancouver last Thursday ready to eat, drink, drink some more and be very, very merry. Chestnuts roasted, carolers caroled, turkeys basted (how DO they turn out 100 plus turkeys at once), and wine flowed. After some ‘networking’ (i.e. swapping industry gossip) came the requisite team photo with Santa and Mrs. Claus. Yet again this year, I landed on his knee - well hovered uncomfortably above as the pictures will attest (note the tight smile). There’s just something faintly lurid about sitting in Santa’s lap in one’s mid-thirties while sporting stilettos and a skirt. Finally, several hundred famished and red-faced party-goers settled down to the tunes of Dal Richards, and awaited their table’s turkey (the Tourism Nanaimo bunch next to us were particularly lively). Lunch culminated in enormous fanfare with the annual ‘Parade of Hats’. A not-so-dignified procession of hapless (usually new) employees cha-cha-cha’d their way around the ballroom in front of respected peers in gaudy chef hats featuring blinking Christmas lights, steaming dry ice, festooned with glittering ornaments and garlands, felt antlers, toy trains, company logos - literally, whatever. If you’re wondering which of us donned the hat, you should know that hell-would-freeze-over before any Opus employee would lap a room wearing a Leaning-Tower of Pisa inspired Christmas chapeau. Simply. Not. Stylish. At least not until Donatella agrees to design one.

Opus really shines in its own special way during the holiday season. Lights are twinkling throughout Elixir; purple and pink synthetic trees adorn Opus Bar; and silver disco-themed Christmas balls hang from the ceiling. Guests arrive laden with parcels from their shopping excursion or linger over a late afternoon glass of champagne in the lounge. There’s a general feeling of anticipation (or is that panic?) in the air. Christmas is only 2 weeks away.

From everyone at Opus to all our loyal readers, we wish you Happy Holidays. Stay tuned for the first story of 2007 early in January.

Guests Behaving Badly

2006-11-24T10:48:00.000-08:00

Last weekend was a challenging one at Opus. You would have thought it was a full moon. Maybe the incessant rain and contaminated water seeped into our brains. Whatever the reason, by Sunday three of our guests had been blacklisted. They won’t be welcome back.

Of course, I never divulge the identity of guests, but I will say that one decided to hold a very loud party in his suite, and was indignant when we shut it down. He was even more belligerent the next day when we informed him he’d have to pay for the room charges of his neighbour, whose room and tax were refunded due to the disturbance. We didn’t press the issue when things got ugly, but we also won’t be registering him again.

Guests who arrive without a reservation are often suspect. Of course, lots of perfectly decent people rent hotel rooms spontaneously. But for some reason same-day reservations are the most likely to cause trouble. "Cash-only" guests are a red flag too, which is why some hotels won’t even register them.

Another challenging guest this weekend was a drag queen. I passed him in the lobby on Friday night and he looked fabulous – tall, thin and glamorous, with big blonde hair and lots of makeup. It was cool having a drag queen in residence, I thought at the time; added some colour to Opus. Unfortunately, it added a bit too much colour. I guess he didn’t like the colour of his room, because he repainted it – with his makeup. It was everywhere: carpet, walls, doors and bedding, resulting in a large cleaning bill. Bad drag queen, bad.

The third guest had a steady stream of, um, “rentals” (an industry term) to his room whom he claimed were his “nieces”. One got off on the wrong floor late in the night and knocked on another guest’s room to offer her services. The couple politely declined, and promptly called the front desk. That’s all I’ll say on this issue.

Oh, and another guest punched a hole in the wall of his room. But he fessed up (people usually neglect to mention these things at checkout, like we’re not going to notice). And he was gracious and apologetic, offering to pay for damages. So we’ll let him come back. We all have our bad days.

When I was duty manager at the Pan Pacific we used the term "UD", for Undesirable, to identify a visitor who might cause trouble. One afternoon a scruffy-looking guy in a lumberjack’s coat came to the front desk and asked me for a room. Deciding he was a UD, I politely informed him that the hotel was sold out. I guess he didn’t believe me, because he went across the street and called Reservations, who said, "Sure, come on over! We have lots of rooms". He did, and marched right up to me, yelling and swearing. Turns out he was an executive with Truck Loggers Association, one of the hotel’s top clients. Oops. Suddenly, a room was available.

At Opus we welcome people from all walks of life, and we don’t judge their conduct, as long as they respect their environment and don’t do anything illegal or harmful. Fortunately, for every misbehaving guest there are hundreds of wonderful guests. Because the safety and security of guests, employees and property is paramount, sometimes we're forced to be less understanding and compassionate that we’d like. Sensitivity and tact are essential. I can picture Dawn, our very-pregnant Guest Services Manager, sweetly but firmly informing the guest who had the party in his suite that he won’t be welcome back. Ever. I’m sure she handled it brilliantly.

Sometimes I miss my days in operations. But only sometimes.

Lysol comes to the rescue

2006-11-09T11:03:00.000-08:00

In the past few months I’ve received lots of great stories from readers about their hotel experiences: the good, the bad, the ugly and the hilarious. I encourage you to send me yours by clicking any of the “comments” link below. All comments are monitored, so please keep them clean and brief. Oh, and try to leave the boring parts out.

Now on to my rant. Recently there’s been a barrage of stories in the media regarding a study that found travelers leave a lot more than toothbrushes and socks behind at hotels. They leave germs too. Nasty germs with scary names like rhinovirus that lurk on TV remotes, light switches and hotel pens. In the ensuing panic, many overlooked the fact that the study was conducted before rooms were cleaned, not after. Even more suspect, it was sponsored by Lysol. No bias there.

If you’re going to freak out over germs you should probably be more concerned about the journey to your hotel. Think airplanes, airport bathrooms and taxi cabs. Unlike hotel rooms, which are occupied by one or two people and cleaned from top to bottom prior to your arrival, these places can be virtually festering with rhino-type viruses and God knows what else. Now that’s scary.

Another thing that hotels are battling these days is “amenity creep”. Now before you run off in a panic to take a scalding shower and spray Lysol all over your body, I should explain that it’s not some incurable flesh-eating disease brought on by secretly recycled hotel bath amenities. It refers to the hotel practice of adding new amenities to keep up with changes in technology, lifestyle and guest preferences. These litte extras can range from an eye soother to a spa. When one hotel adds one thing it forces competitors to follow suit, which can lead to the never-ending race known as amenity creep.

Guests appreciate these little extras – as long as they don’t have to pay for them. But they also increase hotel operating costs, and rooms can become so cluttered guests think they’ve walked into an occupied room. There’s something to say for the stark minimalism of the St Paul in Montreal or the Hotel on Rivington in New York, where my room didn't even have a clock radio.

No one has been hit harder by amenity creep than the housekeeping department, whose job has become increasingly complex and physically demanding. When Westin introduced Heavenly Beds, which consist of “a custom-designed pillow-top mattress set with 900 individual coils, 3 sheets, a down blanket - 3 versions for 3 different climates, comforter, crisp white duvet, and 5 goosedown/feather pillows”, I’m sure room attendants were totally unimpressed. They probably long for the days of a simple foam pad, two flat pillows and a floral bedspread. But guests don't, so things aren't likely to get easier.

Opus is not immune to this insidious disease. In fact, we might be a carrier. When we opened in 2002 we stocked our rooms with cordless phones, safes, irons, bathrobes, mini-bars, coffee stations and more, and we've been adding things since. Recently, we introduced CDs and bedside books, hand-selected to complement our five lifestyle-inspired décor schemes. Housekeeping staff must match the coloured dot on the CD or book with the colour of the room or they're fired (kidding). All the more reason not to forget to leave a tip for the room attendant. When I travel I even tidy up my room before the maid arrives. But that’s because I don’t want her to think I’m a slob.

“Technology creep” (I just made this term up; feel free to borrow it, it’s going to be big) is another challenge for guests and staff. When I worked at the Metropolitan Hotel the penthouse suite had a state-of-the-art entertainment system, but no one knew how to work it except for the owner, who lived in Toronto. Last Saturday I spent a night at Opus and experienced technology rage (another new term, also bound to be big). Upon arrival, everything in my room was perfect: bed turned down, curtains shut, stereo playing the first song on the hotel's Magnum Opus CD. Then the song repeated itself. Again. And again. I spent fifteen minutes trying to figure out how to turn the damned repeat function off, almost hurling it out the window, then finally gave up and switched it off.

Sometimes, silence and simplicity are best.

Of Budgets and other sundry thoughts

2006-10-27T12:16:00.000-07:00

As Dan mentioned in his last entry, it’s budget time here at Opus. And that means lots and lots of spreadsheets. So many in fact, Dan’s locked the door to his office (I assume he’s working in there), has sent out for lunch, and has entrusted the latest blog to me. I had thought writing about our budget process but having sat in a budget meeting until 7.30pm last night, the idea of actually trying to turn that exercise into an entertaining read is too painful to contemplate. And, likely it would be the reading equivalent of watching paint dry for you.

A new hotel is opening in town next year, and I’m of mixed emotions about its arrival. On the one hand, I welcome a competitor. It keeps us sharp, ensures Opus never rests on the laurels of its reputation. We’ve been the only newcomer to the hotel scene for a few years now with no one to challenge us. A new hotel forces us to reevaluate the services we offer, the products we provide, our message to guests, our brand in the market - everything. We welcomed words like ‘new’ and ‘hot’ when we opened, but we’ve matured. Our focus now is on keeping Opus fresh and unique and always providing seamless, warm, friendly service. Relevance, substance AND style.

But frankly, I confess I’m a bit nervous too. Will our guests love us enough to stay? Or will they be lured away by a flashy new hotel. I’m betting the relationships we’ve built will keep them at Opus, but know there aren’t any guarantees. Frankly, it’s a lot like the fickle dating scene (but that’s for a different blog). Will they be seduced by some pretty young ingénue who beckons coyly, or will they demonstrate their steadfast loyalty to sophisticated and stylish Opus?

Recognizing that ‘all’s fair in love and hotel competition’ I confess, nonetheless, that I am tiring of the ‘secret shopper’ phone calls from this new hotel on the block, trying to get us to divulge rates and other industry information. Hey, we all want to cooperate in this industry, but you’re our competitor. And that means, stop calling me for information! Hm. This could soon turn into a rant, I’ll move on now.

It’s Friday, and that means, oh right, more budgets. Today, the fun was slated to start at 2pm, but we decided that we should start a little earlier – like 10am. That should give us a solid 7 hours to wrap things up before the weekend. Getting the office environment right is an integral part of the budget process. We sometimes get a bit giddy during budget season (not so much because of the entertainment value of excel sheets), but insufficient oxygen levels. That means turning the room temperature way down low – Arctic-style. Why? Because 4 bodies X 7 hours + a closed office = dangerously high emission levels of CO2. Enough to lull one to sleep. (Who me? Never).To ensure (artificially induced) alertness, we keep cold and thus clear headed. It also means copious caffeine and sugar. I’ve got my triple shot Americano at the ready (luke-cool, of course, since the office is so damn cold), and a plate of chocolate dipped Halloween themed cookies for all to enjoy. I noticed Dan’s also bought food today: more muffins, cakes, and cookies. This isn’t a good sign. Clearly he’s anticipating a long meeting from the volume of baked goods available. (Please see my blog on hotels and food for further reading on the dietary dangers of this business).

With no windows or fresh air to distract us, a week’s supply of white flour, sugar and caffeine to nourish us, the comforting blue glow of the computer screen to soothe us, we’re ready to proceed. Not surprisingly, today we’re trying to ‘find’ more revenue, and ‘shave’ more expenses. I’d rather stick to blogging.