Is Green the new Black?

Fashion houses are tripping over themselves to start the latest organic seaweed line, and celebrities tightly corseted in jade-coloured silk grace covers of ‘Green-Edition’ glossies (hello, Madonna’s done 3 of ‘em). It begs the question, is green the new black? I pondered this question from 35 000 feet in the air, on my 3rd non-offset cross- country flight in nearly as many weeks.

More accurately, I struggled to write a few words about the eco-creds of the luxury travel industry. As Rita Selvan, editor of Elle Canada wryly notes in June’s edition, it’s kind of tricky to ‘talk green when the very nature of your business doesn’t exactly scream green’. Well put. She comments, ‘it’s no picnic preaching green from the perfumed perch of a fashion magazine’. Well try the luxury hotel industry, arbiter of taste, style and it must be said, excess. High thread-count sheets (bleached bone white, natch), delicacies flown in from 4 corners of the world for discerning diners, lilliputian bottles of shampoo/conditioner/cleanser/. No expense spared, and all de rigueur. When the guest’s paying top dollar, they expect the best.

Increasingly, being green no longer comes at the expense of earning green – or providing a luxury product. In fact, a lot of travelers want to know what their hotels are doing to be more environmentally friendly – and will make their choices based on this information. This hasn’t been lost on chains such as Fairmont which command high prices, while leading the industry in their commitment to lessen their impact on the environment. Entrepreneurial hoteliers around the world are opening eco-lodges, eco-resorts, and eco-spas to capitalize on the earnest/well meaning/curious/affluent.

What can guests do to lighten luxury’s footprint? A few suggestions for your next hotel stay at Opus.

• Re-use your towels and linens. Using the same towel or sheets cuts down on phosphates and water usage.


• When you’re out, turn off all lights and music, and turn down the thermostat.


• Unplug your laptop! Even when it’s off, leaving it plugged in uses energy.


• Recycle. Every room has a bin for your convenience…please use it! We’ll even sort it for you.


• Sightseeing? Instead of driving, walk or use one of Opus Vancouver’s complimentary bikes.


• Next time you fly, off-set a portion of your flight with carbon credits. Hang on to those ‘free’ earsets that come with purchase of your thousand dollar ticket. The airlines don’t recycle them, so at least you can reuse them.


• Rent a hybrid car (or at least a compact vehicle) next time you’re traveling.

Speaking of hybrids, Opus recently decided to offer guests driving hybrids cars free valet parking. Their vehicle choice benefits all of us, so we’re extending a little benefit back to them.

If you’re curious to check out what else Opus is doing to try and reduce its impact on the environment, visit our About Us section. As a famous frog once said, It’s not Easy Being Green. But we all need to start somewhere.

Return of the Intrepid Blogger

By Daniel Edward Craig

It’s me again! Did you miss me? Did you even notice I was gone? Don’t worry, I haven’t returned to my old job as general manager of Opus. I’ve been asked to do a Special Guest Star appearance on this blog. Apparently Katrina has been “busy”, but every time I walk past Glowbal I see her sipping wine on the patio.

[Note from Katrina: FUNNY, Dan. It’s more like guzzling bad coffee on Montreal-bound flights. Now if we’re talking patio-tippling, I believe there have been numerous sightings of an certain author…]

It’s been five looong months since I left Opus to finish my book, and, well, it’s been hell. If I ever questioned whether I loved my job before, I don’t anymore. Managing a hotel is not easy, but writing is ten times harder. Spending all that time with no one to talk to but an evil voice that keeps telling you you’re a fraud can play nasty tricks on your psyche. (That voice used to say the same thing when I was a hotel manager but there were more people around to drown it out).

The good news is, my third book is done and my second, Murder at Hotel Cinema, is out this month. Continuing with the hotel whodunit theme, this one is about the murder of a troubled celebrity at the opening party of a fashionable Hollywood hotel—that is not unlike Opus. When his prized employees become suspects, general manager Trevor Lambert struggles to protect them from the incriminating glare of the LAPD and the prying eyes of reporters, risking everything to expose the killer. Ooh scary! My launch takes place later this month—where else but Opus? After that I’ll be a free agent, so if you know anyone looking for someone to do very little work for lots of money, send them my way.

Truth is, I never fully severed ties with Opus. Not only do I drop in regularly to beg staff to tell me they still love me, but I’ve also done some project work, most recently having updated the Lifestyle Concierge, which will be up and running soon. On a recent visit I was thrilled to see a development proposal announcing plans for a 250-seat restaurant on Opus’s rooftop. Hot! I’m thinking of applying as a suntan lotion boy, but only if I can wear little white shorts and make enough tips to never have to write again. I was also happy to hear about the opening of Koko in Montreal, which I’m told was the party of the year—and no murders! So much for new writing material.

I used to shy away from commenting on the Vancouver hotel scene, but now that I’m a Special Guest Star with no real accountability, I thought I’d put out a few random Deep Hotel Thoughts:

1. Where are the guests going to come from?
It’s fantastic to see all the new hotels under development in Vancouver, but after the 2010 Olympics it’s going to be a fierce market. Only those who offer a superior product will thrive. Go Opus!

2. Does Vancouver need another Fairmont?
Not that Fairmont doesn’t run fantastic hotels, but with the 415-room Fairmont Pacific Rim scheduled to open in mid-2009 there will be four Fairmonts in Vancouver, plus one in Whistler and another in Victoria. Maybe too much of a good thing? I think Fairmont should give one back. We’ll take the new one.

3. Will Hotel Loden ever open?
I remember the drama when Opus was delayed by a few months and can certainly empathize with the opening team at Loden. By my calculation it’s about seventeen years behind schedule, but maybe it just feels that way. Let’s get a move on, builders, it’s lonely on the boutique front and Opus is looking forward to some friendly competition.

Well, that’s it for now. It’s been great reconnecting. Hopefully I’ll be invited back. If not, you can always visit me at www.danieledwardcraig.com. Until then, be cool, don’t forget to tip the maid, avoid hotel rooms with floral bedspreads, and remember to put on a bathrobe before you put that room service cart in the hallway—hotel room doors self-close.

Oh, and don’t forget to enter to win TV Week’s Sex in the City Weekend package, including two nights at Opus with breakfast and parking, spa treatments at Spruce, a collector Sex and the City DVD set and, la pièce de résistance, a night with me at Opus—but no sex, just cocktails and a signed copy of Murder at Hotel Cinema. Good luck!

Healthy drinking at Opus Hotel

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

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

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

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

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

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

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...

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

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

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

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

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.