In Search of Hotel Excellence: The Merrion Hotel
The Merrion Hotel in Dublin comprises four adjoined-terrace houses originally built around 1760 for wealthy Irish nobility. But nowadays you don't have to be nobility to be a guest here, nor particularly wealthy, as nightly rates range from a few hundred to well over a thousand Euros nightly depending upon room type selected. Regardless of the room selected, you'll be treated to perhaps the finest guest service you can find in Ireland's charming capital.
The 142-room property (including 19 suites) opened in 1997 and immediately achieved the Forbes five-star status, ranking among the finest hotels in the nation. Traditionally appointed rooms and impeccable service are to be expected, as is outstanding dining. Apart from The Garden Room which I enjoyed twice while staying there, together with my wife we opted for a spectacular two-star Michelin experience at Restaurant Patrick Guilbaud. Fortunately, you can charge it to your room folio to defer the sticker shock until check-out!
But it was the service culture that I was particularly interested in exploring so as to offer some poignant lessons for all hoteliers. To that end, I spent part of an afternoon with Peter MacCann, General Manager of the property for many years.
Your online reviews are astounding: #1 on TripAdvisor with a 5/5 score and 4.8/5 on Expedia!
We take all guest comments seriously. It's like a report card from your teacher except daily! We address each and every issue identified. We focus on the underlying process, getting it right, and then encouraging the staff to modify on-the-fly based upon guest preferences.
You are fortunate to have such a brilliant team. Everyone I've met is absolutely superb at their position.
The hotel business is all about people. We take staffing very seriously. To join us, you'll need to pass three interviews, the final one with me. But don't wait for an opening. Our team is just over 300, and our turnover rate is maybe a percentage point or two!
How do you get your team to perform?
It's all about trust and integrity. We are all in it together. We rely upon each other in every aspect of our jobs. When you work and have faith in your fellow team members, it makes your job easier and allows you to perform at the top level. And this applies to absolutely everyone in our entire team.
I was surprised to not see a lot of on-property automation.
There are certain aspects of automation that we have intentionally delayed at this point in time. Before you think I'm the stumbling block, remember that it's all about the guest. We have a number of systems implemented in the back of house, but when it comes to the guest interface, I'm the one who says being close to the customer outranks any electronic device that gets in the way of that direct contact. In that way, call us totally guest centric.
The on-property food experience was once-in-a-lifetime. How do you rank dining in terms of importance insofar of the guest experience?
Every guest has to eat. The Garden Room is superb and offers a wide variety in a casual setting. You could eat there every day of the week and be exceptionally well taken care of. But Restaurant Patrick Guilbaud is truly a unique place, and as I understand the best restaurant in our country. This is a special occasion destination. Lastly, The Cellar Bar rounds out our selection, which extends into our lobby afternoon tea service. So, to answer your question: eat, drink and be merry. When it comes to dining, we are at your service!
