Questex’s Hotel Management announced “GMs to Watch 2020”, recognising outstanding General Managers (GMs) in the hotel industry as they shine even brighter during the pandemic. With over 200 nominations received, 31 GMs were selected for the list. Mr Patrick Fiat, General Manager and Chief Experience Officer of Royal Plaza on Scotts Singapore is the only GM on the list who is from the Asia region.
Patrick began his journey when he left France in 1973 at the tender age of 20 years old, with a suitcase in one hand, a one-way ticket to Iran in the other and $200 in his pocket. He went on to Asia in 1978.
During the span of his career, he kept two guiding principles close to his heart. One is the entrepreneurial spirit and the other is the knowledge that people are the organisation’s best asset. He takes care of his employees the same way that he takes care of the hotel guests.
Patrick loves that he gets to be innovative and creative in a very traditional industry. There are always new ways to get out of the box. There are always new challenges thrown his way in this ever-evolving environment, especially when it comes to a difficult period since the start of the pandemic.
Since the pandemic has taken a toll on the hospitality industry and drastically reduced face-to-face interaction, he has continued to connect with clients and associates virtually via Zoom. He has also arranged for family bento boxes prepared by the hotel chefs to be sent down to clients to let them know that the team remembers and cares.
For the employees, he has shifted his Open-Door-Friday from his office to online. Employees can meet him on Zoom or Google Meet. The same goes for Get Boosted with Colours, which is a quarterly small-group employees feedback session where they can share their comments and suggestions directly with Patrick.
Patrick is not one to be bogged down by the pandemic or to rest on his laurels. He is moving ahead into the future by spearheading his team to embark on the Operation Technology Roadmapping (OTR). The objective of the initiative is to revolutionise and challenge industry standards and business models. The team is undergoing a critical thinking process with goal setting exercises, which will increase productivity, streamline processes and modify the business model to adapt to the new normal.
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