Getting a hotel property launched can be compared to bringing a village to life. Major hotel properties provide guests with food, security, entertainment, exercise facilities, connectivity, social events and of course, clean, comfortable rooms.
When the Residence Inn by Marriott opened on Dec. 18 in Harlingen, staff in housekeeping and reception, for example, had been training for more than two weeks. The management team, on the other hand, had been going full speed since July.
Gary Miller retired three years ago after 15 years with Marriott International, managing Residence Inns in Dallas and San Antonio. He moved to the Valley a year ago, and on a whim, stopped in the Residence Inn under construction next to Bass Pro … and ended up with a job. Meelan Hospitality LLC, the managing company of the Residence Inn franchise in Harlingen, created the position of opening hotel manager for Miller. Soon after, they hired a general manager, Diana Garcia, who had worked for Marriott for five years in Brownsville.
The opening manager position initially had a sales focus, Miller said, but it soon morphed.
Garcia explained that hotels usually have only a general manager to oversee the millions of details and deadlines involved in opening a property. Having Miller’s expertise on tap has been “a good thing,” as far as she is concerned. “It’s been very positive to have him here. Everything rolls out a little quicker. He’s like a right hand; he has that experience. If I have a question, he’s there to help, brainstorming, helping with interviews and more.”
Miller in turn is learning about the importance of providing the newest generation of travelers with the services they expect, like mobile check-ins and free hi-speed Wi-Fi. “Marriott has changed so much since I retired. Now we are really focused on guest service, because everyone has almost the same amenities. Our friendly staff makes guests feel at home away from home.”
Garcia, 27, said that Miller,63, brings a valuable perspective. “He helps us understand what other guests may look for. We get along well and bring different things to the equation.”
Despite the age difference, Miller and Garcia have the same approach to hiring and managing employees. “We hired people with the best attitude,” he said. “Many have not worked in a hotel before. It’s all about attitude and service. I can teach you how to run computer.”
To read more of this story by Eileen Mattei, read the January 2015 edition of VBR under the “Current & Past Issues” tab on this website, or pick up a copy on news stands.