A day in the life of Norbert Stump, new General Manager at The Duke of Richmond Hotel, is never the same. One of the busiest roles in the business, it provides excitement and challenges in equal measure, from greeting each guest in person to brushing up on the latest travel trends and planning extravagant events. For Norbert, the highlight of his day is meeting new guests and working with the hotel team to make sure that every guest’s stay exceeds their expectations.
“I strive to provide exceptional service and ensure that the hotel runs smoothly every single day. I’m always motived by our goal to ensure that each guest has a unique and memorable experience, and the team and I work hard to deliver on these expectations.
I start the day by meeting all staff on duty, greeting guests around the hotel and in the restaurant during breakfast. I really enjoy reviewing TripAdvisor comments for the hotel; it’s nice to hear we’re doing a great job and I love sharing the positive comments with the team. It feels great to be part of a professional ‘family’, supported by the Tollmans.
The hotel has a regular morning meeting, which gives me the chance to catch up with everybody who is on duty and we discuss the previous evening, business coming up, and anything that happened over the past 24hrs that will need our attention. After this, I have a meeting with the sales manager to discuss how the hotel can best attract new guests. Another meeting with the conference manager follows, where we discuss big events coming up in the future, important functions that will need my personal attention, or special requests for an event. The hotel offers a full calendar of fun events throughout the year, from cocktail making master classes to a Wimbledon themed Champagne bar on the terrace where guests can watch the tournament. Between meetings, I take time to make sure that or take a quick moment to myself and admire the hotel’s fantastic views of St Peter Port.
It’s important for me to keep up with the latest industry goings on so I have a business lunch outside the hotel, joining the chamber of commerce to update myself with the new trends or topics in travel and luxury hotels that I hope will provide inspiration for what we do at the hotel.
In the afternoon, I meet up with the maintenance manager to walk around the hotel and make sure that every area is in top condition. At some point in the afternoon, I’ll make sure that everything is on track for our famous Afternoon Tea which, with its selection of cakes, sandwiches and freshly baked scones with Guernsey cream, is much loved by both guests and locals.
In the evening, I will try to spend some more time with customers; either welcoming guests in the lobby or chatting to guests in the bar and restaurant. It’s always a pleasure to see guests enjoying the expertly made cocktails in the Leopard bar, or tucking into something tasty from the restaurant menu, like Bea Tollman’s Half Rotisserie Chicken, which is my favourite!”
Visit the idyllic Duke of Richmond Hotel in Guernsey’s St Peter Port and discover how Norbert and his team make each guest’s experience unique and unforgettable.