ANDIAMO - Philip Truelove

General Manager at The Greenwich Hotel

You began your career in hospitality more than five decades ago. When you look at the industry today, what has changed most significantly and what, in your view, should never change?

During my long career what has changed most is the technology available to us, supposedly to help us do our jobs, but what should never change is the human aspect and contact that we have with our guests.

So many members of your team have stayed with the hotel through the years. What management decisions do you believe most directly contributed to that level of staff loyalty?

We are fortunate to have a very loyal group of people who have helped make this hotel what it is today. The original decision to create a hotel, that is as unlike a hotel as is practically possible, has proved a great success for The Greenwich. 

Having worked in London, Paris, Washington D.C., Los Angeles, Maine, and New York, which city most shaped your instincts as a hotelier, and why?

Without question, London, where I started my career and worked with a General Managers at The Connaught, Paolo Zago, who taught detail, principle and consistency through example and leadership. I also worked with a GM elsewhere who drank far too much and made me see the light about the need to set a good example to those you work with!

At The Greenwich Hotel, with 88 rooms that are all different, what feeling do you want to remain constant for guests?

The most valuable feeling one can give to a guest is an atmosphere where they feel safe, cared for and comfortable.

You owned and operated a seasonal inn for nearly two decades while also managing large, year-round hotels. How did ownership change the way you think about risk and decision-making?

With ownership comes a greater feeling that the books must balance and the $'s keep flowing. Although it should be said that our ownership was not only of a seasonal Inn but one on a remote island where the resources such as water and power were not a given so it brought another thought process into the equation and made one appreciate what we take for granted in an urban environment.

Tribeca has changed significantly since the hotel opened. How does The Greenwich Hotel evolve with its neighborhood without losing its distinct identity?

Tribeca has changed and partly because of 9/11 which decimated this end of Manhattan and the hotel was developed to help the area recover. I think both Tribeca and the hotel have helped each other to develop into a very sophisticated and comfortable residential area. 

After roles at The Ritz and The Connaught, you moved into places like Chateau Marmont, The Mercer, and eventually The Greenwich. What drew you toward more independent hotels?

Truthfully both The Ritz and The Connaught in London were completely independent even though The Connaught was part of the Savoy Group, so that independence is what led me to continue down that path and steer clear of the corporate and group brands. The difference was leaving the formality of those hotels, and of London, moving to the US with its more friendly and relaxed approach and to The Chateau Marmont where one could be more of a free spirit. Truthfully it was a relief. 

You’ve been at The Greenwich Hotel since opening in 2008. What lessons from the early years still guide your decisions today?

Be wiling to turn your hand to any job that you expect others to do in the hotel, treat all as equal, be kind and respectful, and set an example in your own conduct at all times. 

Has managing hotels changed how you experience places when you travel personally?

I am always aware of the staff working in any place that I am staying and understanding how challenging their jobs can be so try never to make it harder for them. I even tidy up my room before checking out - the state I have seen some rooms left in truly appalls me. 

What is your favorite Bellino product and why?

My favorite Bellino product is the sateen cotton material used for the bed linens. I started my life in hotels that use only pure Irish Linen, then moved to cotton percale but Bellino introduced me to sateen which has silenced those who do not understand linen, and those who hate the crisp percale - either too scratchy or too noisy - Sateen has satisfied all.

What do you hope a guest feels in the first five minutes after walking through the doors at The Greenwich Hotel?

It is my hope that a guest feels welcomed and at ease. 

Outside of work, what activities or hobbies bring you joy and help you recharge?

I love to travel, the theatre, spending time with family and friends and eating a sweet treat - sadly!! 

Who has been your biggest inspiration throughout your career?

My biggest inspiration and the greatest influence in my career was Paolo Zago, who was Managing Director at The Connaught during my time there. A dedicated professional who ran a tight ship, was a task master but with a big heart. 

What advice would you give to someone new to the hospitality industry?

Understand that experience is essential and that is not found at a university or a college. Get your hands dirty, work the line and try the different departments.. The hospitality industry covers a multitude of different jobs and one important decision is whether you like to deal with people and therefore be in the 'front of house' or find it hard to face that challenge and therefore stay in the 'back of house'.