Yahoo Lifestyle How to lead in luxury hospitality
Born in Long Island, New York, Lynn Brutman, now the regional vice president and general manager of Four Seasons Park Lane, began her career in hospitality in Toronto. For what would begin a lifelong affiliation with the luxury hotel brand, it was a fitting beginning; the Canadian city is, after all, the home of the original Four Seasons hotel.
Her current role sees her head up the Four Seasons Park Lane, the brand's first ever property outside of Canada, which opened in 1970. She moved over in 2018, having relocated to the capital four years earlier, to work at both the Canary Wharf and Hampshire hotels.
Brutman has more than 33 years of experience in hotels, and 12 at the brand. Bazaar sat down with her to discuss the key components of her career and just what it takes to succeed in luxury hospitality.
What was it that led you to the world of hospitality?
"From a young age, when I travelled with my family I always loved staying at hotels. But it wasn’t until I was applying for business schools that I realised there were hotel courses, which is where I started to learn about the industry and my journey in hospitality began. I loved the dynamics of working in a team, and having the ability to transform other people’s days – from a small thoughtful detail to a grand gesture."
What are the key, core skills that you think make a great luxury hotel manager?
"It’s having a genuine interest in other people, and understanding that a big part of your role is to help others to develop and reach their full potential. Also, I think that remaining curious is key and I like to try and always ask 'one more question' to delve deeper."
What are the biggest challenges of the role?
"There’s never enough time in the day! There are always so many people I want to engage with and at Four Seasons we’re always trying to perfect our service and ways of working."
What are the biggest benefits and joys of your role?
"Making connections with people is what I love most about my job. When I get to the end of the day, that’s what I feel best about."
What is your leadership style?
"I’d like to think that I’m approachable, and I always want to leave room for others to best do their jobs, so they can flourish. At this stage in my career – having worked in the industry for 33 years and over 10 years as a GM – it’s no longer about me. I get the most satisfaction from empowering others to help them reach their goals."
What is your communication style?
"I naturally have an empathetic communication style, so I always aim to put others at ease to connect in a way that best resonates with them. I also love connecting in-person – as much as technology has given us convenience and speed, the human element will never stop being important."
What was a career mistake you made and what did you learn from it?
"Earlier on in my career, it was not believing in my ability, but I was fortunate enough that others saw my raw potential. I now recognise that in others and really want to nurture and inspire the next generation."
What gets you through your working week?
"I enjoy slow mornings. I wake up early and give myself about two hours to get ready so I can come into the day with a clear mind, without rushing. That’s my chance to re-charge, and it’s the same for my commute home. The transition times between work and home are really important, so I can be fully present and energised in whatever I’m doing."
How do you cope with insecurities at work?
"Having awareness of insecurities is key. I think it’s a good thing; the moment you think that you have all the answers, that’s the moment that you stop wanting to grow. Also, its important to appreciate and be humbled by the responsibility that you have; don’t take it for granted."
What are the biggest changes and challenges facing your industry at the moment and how do you intend to face them?
"Everyone talks about 'the new generation', and often it’s not in the most positive light. But we have to treat everyone as people. Four Seasons team members are genuinely interested in connecting with others and are passionate about hospitality and great service. It's all about the culture that has been created.
"A specific change in the London market at the moment is how fast the city is evolving – it’s faster than ever! There are constantly new openings and trends, but at Four Seasons we have such strong brand values such as 'The Golden Rule', which is to treat others as you wish to be treated. It’s our people that are committed to offering the very best personalised service that will carry us through."
What is the best piece of career advice you’ve ever received?
"Understand what you truly want and what you’re passionate about, to discover 'your story'. Also, the smartest person in the room is the one that asks questions."
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