Michael Gray - General Manager Hyatt Regency London - The Churchill
The Churchill is very special to us. We stay here about once a month on average, usually at weekends and have kind of come to regard it as home. We have rarely had any significant complaints and the few niggles we have had, were always dealt with efficiently and with courtesy. So it was interesting to meet Michael who has been GM of The Churchill for the past 8 years. During this time, Michael has also taken on responsibilities as London and International Area Director for Hyatt UK and Ireland. The fact that he gave up his time on a Friday evening to talk to us about his plans and reminisce over a long career when he is so much in demand speaks volumes for his attention to customer care and dedication.
It was fascinating to hear Michael reflect on the profound changes of practice and culture in the hospitality industry since he began as an accounts clerk for Claridges at the beginning of the swinging sixties (we were too discreet to ask his age). He has seen almost everything while moving on through jobs in reception and guest relations on his way into senior management. From hunting down Salvador Dali's pet leopard (possibly an Ocelot for which he was infamous) in the corridors of Le Meurice in Paris to dealing discreetly with the preferences of various notable guests, he has seen it all, but keeps a discreet silence. My complimenting Michael on the fact that his staff always remember my preference for duck eggs at breakfast threw up an interesting observation on the great reliability of old fashioned index card filing systems compared to computer databases, which dont tend to do the job so well. In "the analogue age" each guest had a physical card, detailing their likes and stay history. Michael clearly remembers stapling together 2 thick cards when two guests were newly wed: Jackie Kennedy and Aristotle Onassis.
Westminster Hotel School came in between Claridges and Le Meurice from where he moved on to Carlton Tower hotel in London, which was later bought by Sheikh Mohammed (and management was transferred to Hyatt). Then came Michael's Eastern adventure as a manager for the Hyatt Regency Singapore (now Grand Hyatt). At the time he worked here, the Hyatt in Singapore was the place to be for amazing parties. The ballroom was often taken over for lavish themed parties involving building elaborate snow scenes and an indoor jungle amongst other things. From Singapore, Michael moved to his first GM job in the Park Hyatt Canberra, then moved onto the Hyatt on Colin's (now Grand Hyatt Melbourne). He stayed in Australia for 3 years in total before moving back to the Carlton Tower in London as GM.
In 2002, whilst Michael was GM of the Carlton Tower, the Jumeriah brand expanded dramatically, taking over Carlton Tower. Two years later in 2004, the owners of The Churchill were bringing in new management (instead of Intercontinental), so Michael became GM of the Churchill, bringing the hotel into the Hyatt brand. A major renovation ensued and the rest, as they say, is histiory. Except that there are clearly major plans afoot to develop this property.
We make no secret of the fact that we love this hotel and feel the staff of the Churchill to be it's best asset. The club lounge staff in particular are very special. Michael believes that this reflects the Hyatt philosophy. Hyatt is a great family business, and this transmits to individual hotels. The Churchill looks after it's staff and Michael believes that you have to be passionate to succeed in the hotel industry. This passion from the staff really makes the difference between feeling like you are staying away, or feeling like you have returned home when you arrive in a hotel. For us, the Churchill is definitely home.
So, for the aspirations Michael has for the Churchill. The club floors of the hotel have now been renovated, increasing the number of suites, refreshing the decor and improving sound insulation. The hotel's Churchill Bar has also been refreshed, including the creation of an outdoor terrace - perfect for summer evenings, or those who enjoy cigars. In time, the remaining floors will be renovated, and there is an idea to replace some of the shower-over-bath bathrooms with larger wet rooms. Michael would love to create a vice-presidential suite (possibly on the 7th floor) and to increase the number of Regency Suites. He also imagines a roof-top spa, a larger gym and a new ballroom, perhaps coinciding with rebranding of the hotel to a Grand Hyatt.
We look forward to seeing what developments occur, but the Churchill remains our go to hotel in London. It is in a great location, (10 mins or £8 by taxi from Paddington for the Heathrow Express, about 100 yards from Selfridges, a short walk from Mayfair, Soho, St James', Hyde Park, Buck House, Theatreland etc.). The rooms are large (for London), the staff personable and attentive. A lot of this is down to the courtesy and dedication of Michael Gray, recent hotelier of the year, and more importantly, of the Hyatt Regency London - The Churchill.
It was fascinating to hear Michael reflect on the profound changes of practice and culture in the hospitality industry since he began as an accounts clerk for Claridges at the beginning of the swinging sixties (we were too discreet to ask his age). He has seen almost everything while moving on through jobs in reception and guest relations on his way into senior management. From hunting down Salvador Dali's pet leopard (possibly an Ocelot for which he was infamous) in the corridors of Le Meurice in Paris to dealing discreetly with the preferences of various notable guests, he has seen it all, but keeps a discreet silence. My complimenting Michael on the fact that his staff always remember my preference for duck eggs at breakfast threw up an interesting observation on the great reliability of old fashioned index card filing systems compared to computer databases, which dont tend to do the job so well. In "the analogue age" each guest had a physical card, detailing their likes and stay history. Michael clearly remembers stapling together 2 thick cards when two guests were newly wed: Jackie Kennedy and Aristotle Onassis.
Westminster Hotel School came in between Claridges and Le Meurice from where he moved on to Carlton Tower hotel in London, which was later bought by Sheikh Mohammed (and management was transferred to Hyatt). Then came Michael's Eastern adventure as a manager for the Hyatt Regency Singapore (now Grand Hyatt). At the time he worked here, the Hyatt in Singapore was the place to be for amazing parties. The ballroom was often taken over for lavish themed parties involving building elaborate snow scenes and an indoor jungle amongst other things. From Singapore, Michael moved to his first GM job in the Park Hyatt Canberra, then moved onto the Hyatt on Colin's (now Grand Hyatt Melbourne). He stayed in Australia for 3 years in total before moving back to the Carlton Tower in London as GM.
In 2002, whilst Michael was GM of the Carlton Tower, the Jumeriah brand expanded dramatically, taking over Carlton Tower. Two years later in 2004, the owners of The Churchill were bringing in new management (instead of Intercontinental), so Michael became GM of the Churchill, bringing the hotel into the Hyatt brand. A major renovation ensued and the rest, as they say, is histiory. Except that there are clearly major plans afoot to develop this property.
We make no secret of the fact that we love this hotel and feel the staff of the Churchill to be it's best asset. The club lounge staff in particular are very special. Michael believes that this reflects the Hyatt philosophy. Hyatt is a great family business, and this transmits to individual hotels. The Churchill looks after it's staff and Michael believes that you have to be passionate to succeed in the hotel industry. This passion from the staff really makes the difference between feeling like you are staying away, or feeling like you have returned home when you arrive in a hotel. For us, the Churchill is definitely home.
So, for the aspirations Michael has for the Churchill. The club floors of the hotel have now been renovated, increasing the number of suites, refreshing the decor and improving sound insulation. The hotel's Churchill Bar has also been refreshed, including the creation of an outdoor terrace - perfect for summer evenings, or those who enjoy cigars. In time, the remaining floors will be renovated, and there is an idea to replace some of the shower-over-bath bathrooms with larger wet rooms. Michael would love to create a vice-presidential suite (possibly on the 7th floor) and to increase the number of Regency Suites. He also imagines a roof-top spa, a larger gym and a new ballroom, perhaps coinciding with rebranding of the hotel to a Grand Hyatt.
We look forward to seeing what developments occur, but the Churchill remains our go to hotel in London. It is in a great location, (10 mins or £8 by taxi from Paddington for the Heathrow Express, about 100 yards from Selfridges, a short walk from Mayfair, Soho, St James', Hyde Park, Buck House, Theatreland etc.). The rooms are large (for London), the staff personable and attentive. A lot of this is down to the courtesy and dedication of Michael Gray, recent hotelier of the year, and more importantly, of the Hyatt Regency London - The Churchill.