Face to Face with Colin Bryan

This week we’re face-to-face with Colin Bryan, GM of SALA Samui Resort and Spa.

Give us a brief history of your career and what made you decide to become a General Manger?
I was a success General Manager in “another life” before actually making a career change and ending up a General Manager in the hospitality field!
It was in 2004 that I made the vocational transition to the hospitality industry following a career as a successful senior executive with leading global chemical & food businesses. I am a chemist by profession with multiple degrees in chemistry, plastics technology and business management and in early 2000, when the division of the large Australian food company I was working with was divested, I felt a change in career was called for. Little did I realize that in just over ten years I would be living in a tropical paradise looking after a stunning deluxe pool villa resort on the tropical island of Samui in Thailand.

Who has been the most influential person in your career?
Two people actually; Robin Garnsworthy, my very first boss at then chemical company giant Monsanto Company who taught me to be humble, work diligently, be true to yourself, balance work with pleasure and the rewards will come to you. The other person was Robert Wennekes, the Chairman of the International Butler Academy in Holland, who on a daily basis espouses what good guest and customer service is all about and how to not only be creative but innovative as well.

What is your managerial philosophy, and how has this changed over the years?
Prior to entering the hospitality field I worked in a manufacturing environment for over 20 years. The management theorist Dr. Edwards Deming taught that by adopting appropriate principles of management, organizations can increase quality and simultaneously reduce costs (by reducing waste, rework, staff attrition and litigation while increasing customer loyalty). The key is to practice continual improvement and think of manufacturing as a system, not as bits and pieces.
I believe this philosophy and work ethic is also applicable to the hotel industry where the key to continual improvement, is guest service as an all encompassing measure.

What would you consider to be the qualities that make a good General Manager today?
Perseverance, dedication, tolerance, cultural understanding and most importantly, the ability to garner respect from those you work with and for.

How would you evaluate schooling against Apprenticeship in today’s world and compare this to your time?
I certainly entered this industry with little knowledge of how hotels or resorts worked and actually started as a Butler Trainer for Six Senses Resorts and Spas both here in Samui and the Maldives. This occurred following formal training in Butlering and Estate Management at a prestigious school in the Netherlands. Subsequently, I became Butler Service Manager and then went onto the broader roles of Rooms Division Manager and Resort Manager, prior to taking up my current position. Certainly my previous education and management background put me in good stead for the challenges of my current position, but nothing can replace hard work and a thirst for knowledge. Whether you have a PhD or an apprenticeship nothing replaces on the job experience and training from the bottom up.

What has been the proudest moment in your career and why?
A difficult question to answer. Probably graduating as top of my class and with distinction from the Butler School in the Netherlands. I never really thought that someone with my scientific background and mindset could make such a profound career change and succeed so well, certainly not at the age of 40! The disciplines taught during my time at the school in Holland had a dramatic affect on my life at the time and even through to today. I always had felt that serving someone and providing good guest service was somewhat of a lesser vocation to my previous role as GM in the Chemical Industry however this is certainly not the case. Mr. Wennekes taught that a good butler provides service but is not servile and this is something I always remember.

What has been your weakness that has proved to be guidance towards your strength in the course of your career?
I was not a good listener! Too often we speak before we think and a good manager is a good listener. Master this skill, be a compassionate listener and you will have a head start on your peers.

In your lifetime has there been a particular food item, you would not consider eating or have had a second thought to try?
I detest Brussels’ Sprouts….always have and always will! This harks back to a time when I was force fed them as a child. Even now the smell of them turns my stomach. Other than this strange green vegetable I will try anything once, twice or more often.

We all have dreams and goals for the future, what ones would you say that you have yet to accomplish?
I am indeed fortunate that my life to date has been filled with wonderfully generous friends and amazing experiences both of a work and personal nature.
My career has afforded me the opportunity to travel extensively and enjoy many parts of the world. The desire to seek out those “off-the-beaten-track” places is a passion I hope to continue for many years to come. Ultimately I look forward to a comfortable retirement with my partner here in Thailand and in Europe.