MEET THE MANAGER: Edward Bracken of The Dixon, Autograph Collection and Lost Property, Curio Collection in London, England, United Kingdom
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We sat down with Cluster General Manager Edward Bracken of The Dixon, Autograph Collection by Marriott and Lost Property, Curio Collection by Hilton in London, England, United Kingdom.
Edward Bracken of The Dixon, Autograph Collection and Lost Property, Curio Collection by Hilton
Where did you grow up and where have you traveled to that has helped to inspire and shape your career today?
I grew up in Limerick, Ireland. I studied at Shannon College of Hotel Management and went to live in Switzerland for a year which really opened my mind to quality and professionalism. I was lucky to spend time in the United States attending Cornell University. Getting exposure to a variety of cultures, environments and being open minded to differences of opinions has been key in motivating me.
Tell our readers an interesting fact or two about yourself that reflects your management style?
I learned to sail at a young age and sailed competitively for my country. It taught me the value of working as a team with family—small improvements can make a big difference to performance. The value of training repeating tasks and getting comfortable with tasks enables you to cope with challenging situations.
Tell us about your absolute favorite food and why readers should try it if they haven’t already.
I love Beef Bourguignon, I learned to make it properly in Switzerland and it’s a firm favourite of mine. We just started offering this classic dish at Found Bar & Restaurant in Lost Property, Curio Collection by Hilton.
Can you walk us through your experience in developing and maintaining a “strong team dynamic” among restaurant and/or hotel staff?
Behaviour breeds behaviour, its imperative to create a positive can-do culture when developing teams, the reality of running a service focused business is all about understanding and reading the customer. Its important you give your team the tools to do the job through training and development. Regular catch-ups to understand how they are feeling, guest feedback is a great tool to gauge and understand how the strong the team dynamic is.
In your opinion, what factors contribute to excellent customer service?
Empowerment is the key ingredient, allowing your team to be themselves using their individual personalities to be genuine and authentic. In the pressurized world we work and live in being personal and real is the key.
What are three key characteristics you look for when hiring staff?
Attitude, Attitude and Attitude.
What is one of your greatest accomplishments or awards you've earned?
Bringing up 5 lovely children continues to be my greatest accomplishment. Developing my people and creating a positive environment for them to work in is my key accomplishment; rewards are a bi-product of this.
What are some of the latest trends you’re seeing in the hospitality industry?
The evolution of social media and the ability of taping into new markets by presenting yourself through reels and influencers.
What’s your favorite go-to cocktail, wine, beer, or beverage of choice?
I love an Espresso Martini.
What do you love about being the Cluster General Manager of The Dixon, Autograph Collection and Lost Property, Curio Collection in London, England, United Kingdom?
Two very unique hotels that have quality at their heart, wonderful stories that we bring to life with diverse management team this keeps me motivated and engaged. Meeting and helping our customers be the best they can be having had a memorable stay.
Note: This information was accurate when this article was published, but can change without notice. Please be sure to confirm all details directly with the companies in question before planning your trip.
