‘Every day is a new performance’
German-born Fabian Unterzaucher has been at the helm of the Westin Poinsett Hotel in downtown Greenville for the past 10 years, serving as a partner and general manager. In his career, he’s traveled the world and worked at some of the finest hotels, including Four Seasons hotels in Boston, Chicago and Berlin.
Recently UBJ had the opportunity to sit down with Unterzaucher and talk about what it takes to run a successful hotel.
How did you get here?
The hospitality field was something that I knew would fit my personality. Germany has a terrific apprenticeship system which, followed by academic studies, provides a solid foundation in any field. So, after pursuing an education in the culinary arts, I attended the Hotel Management School in Lausanne, Switzerland, to advance and move in to management. Then, after working several positions within the Four Seasons Company in various cities, I truly enjoyed my last position at the Charles Hotel in Cambridge, Mass., right next to Harvard University. Through our management company, I was sent to Greenville to assist the Poinsett Hotel over the 2004 holiday party season, which then turned into a permanent position. Clearly one of my best decisions ever.
How has Greenville changed in the 10 years you’ve been at the Westin Poinsett?
We all have witnessed a very positive, controlled growth. Meaning there is a lot of thought behind how Greenville expands and keeps its European city feel that makes it so attractive. It is important to keep it this way, because that sets us apart.
Has the clientele at the Poinsett changed? Are you seeing more leisure travelers as opposed to business? What is the mix?
We are predominantly a business hotel throughout the week, but turn into a leisure hotel over the weekend when our wedding guests arrive. More recently, with all the great hype that “Yeah, that Greenville” is getting, we are becoming a destination as a weekend getaway, which would have been unheard of 10 years ago. Quite a few of our business travelers discover Greenville and return with their families at a later date.
What are the day-to-day challenges you face and how do you overcome them?
We have a very good reputation and with increased rates, guests are becoming more demanding. However, we enjoy a challenge and consistently come up with creative ideas to impress our guests. We listen attentively to feedback, which is, for example, why we stopped charging for Internet service five years ago, way before most full-service hotel chains gave up that revenue stream.
Listening to and sincerely caring for our guests is why we rank in the top five of all Westin Hotels in the U.S. for guest satisfaction and receive equally good reviews on Trip Advisor. Consistency is very important because it instills the confidence that when you book with us, there are no surprises. Event planners know we deliver and they trust us.
Walk us through a typical day.
Unfortunately, there is no such thing as a typical day, because you never know what is coming your way. With being fully occupied every day and guests staying only for a short time, you can imagine there are a lot of ins and outs on a daily basis.
My role is to make sure we have the right amount of staff who are well trained and know how to handle all kind of situations. It is a 24-hour operation, 365 days a year. I check email around the clock and meet with my management team every morning. You need to have your finger on the pulse, stay involved and prepare your team to make good decisions.
If you could change places with somebody, who would it be and why?
Despite all the craziness that naturally comes with my job, I would not like to change with anyone. There is never a boring day. A GM interacts with guests, associates, owners and corporate; deals with challenges; tries to solve problems; improves the operation; ensures the budget is being met and everyone is happy.
What is the most important job at your hotel?
There is not one that stands out. It is like a machine; if one piece is missing, the wheel is not turning. It is only when everyone pulls in the same direction that we are successful. The idea is to keep everyone constantly motivated. It is like a theatre play. Just because you received a standing ovation last night, does not mean you can take it easy today. Every day is a new performance.
Why do you do this job?
This job makes you discover the world. I lived in Germany, Switzerland, France and England, and in the U.S., in Chicago, Boston and now Greenville. I enjoy the challenge to start over again, learn new things, different languages, and interact with a variety of people and cultures. It is a profession you can exercise anywhere in the world; hospitality is such a wide field, you can chose what you want to do and where you want to go. It enriches you tremendously.
For business travelers and executives, what are some perks they might not know about that they can take advantage of?
People are generally becoming savvier when it comes to travel and getting deals and perks. With social media playing such an important role, hotels are trying their very best to accommodate guests’ wishes, as long as they are halfway reasonable. Often you just have to ask and as a general rule, we are much more willing to do something for you if you ask nicely instead of being demanding.
