In The Lead

Alister Glen

General Manager, Hotel Ivy
Minneapolis

In the Leadinterviewed by AManda Fretheim Gates

Photo by David Ellis

This past February, Minneapolis welcomed another new hotel to its mix, and her name is Ivy. To prepare for the grand opening, General Manager Alister Glen arrived last summer from Capetown, South Africa, by way of Atlanta. Glen began working in the industry at age 15. He learned the ropes and eventually joined the Cape Grace, considered one of the world’s finest hotels. After six years he moved stateside, working another several years at Georgia’s Barnsley Gardens, a 75-cottage resort just north of Atlanta. While our past winter sent chills through the unprepared newcomer, he wouldn’t trade the experience of opening the new hotel. The long hours and the struggle to find the Ivy’s place in the market only made him more appreciative and understanding of the new hotel’s dynamics.

“The Hotel Ivy is a Starwood Hotel and part of The Luxury Collection, therefore it creates a greater awareness nationally and internationally. That’s a great positive. If you’re a Luxury Collection traveler and you go to the Web site, [the Ivy has] great visibility. Obviously, for Minneapolis that helps put us on the map as a destination. We call it a New York experience with a Minnesota Nice touch to it.

When we did the hiring, we not only looked at people’s skills and resumes, we looked at the actual person and their personality. We look for people who really want to be service oriented, who want to help the guest, who genuinely care, who look you in the eye, and who want to see how they can go further to assist. You can train people to do pretty much anything, but you can’t teach someone to be genuine, friendly, warm and caring.

It’s difficult when you open a new hotel. It’s not like the city is bringing thousands and thousands of new people here. The market share becomes smaller and smaller, so you really have to focus on your service and your product. It takes time to build momentum and for people to learn who you are and where you are. I want people to come and have a day meeting, have fun and feel comfortable. We want people to enjoy the restaurant, the spa and our facilities. People don’t have to come to just stay in the rooms. They can come and enjoy the property.”