Old world charm

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Having worked in the hospitality industry since the 1960s, Andrew Love, Deputy Chairman of London landmark the Ritz, and Chairman and CEO of the Ritz Club, has a fund of great stories. While in town for the June Hotel Expo the natural raconteur, and bon vivant, took an afternoon off to reminisce on the changes he has witnessed over the span of a colourful career.

Originally trained as a chartered accountant, Love only came to the hospitality industry through a quirk of fate. "I think in life most things are by chance, and this certainly was," says Love, leaning back into the sofa. "Soon after I qualified, I was travelling with a friend on the train and he told me that a leisure company was looking for an accountant, and I thought it sounded more interesting than working for an accounting firm. Within two weeks the chap who was running the amusement park, disco and bingo hall fell ill and I was parachuted, for want of a better word into this wonderful world that I fell in love with!"

Opened in 1906, the Ritz, in London's Piccadilly, has been a landmark attraction, with The Restaurant having been described as ‘one of the most beautiful dining rooms in Europe', the hotel has welcomed royalty and the great names of the day since its launch. It is also the only hotel to have been granted a Royal Warrant for catering and banqueting services by the Prince of Wales, and consistently wins a string of awards, from Conde Nast to the Michelin and AA guides. The hotel was bought by business siblings Sir David and Sir Frederick Barclay in 1995 for a reputed US$160m, and a further US$80m was spent on an eight-year renovation project.

Love has been the Ritz Club's CEO since 1998 and was promoted to be the hotel's deputy chairman in August 2004, but the hospitality veteran had a broad, cross-industry range of experience on his way to the top. "When I got pushed in at the deep end, in 1967, I was 26 and it was fantastic, I had the time of my life!" he grins. "But then I was in and out of the industry, I had five years as the managing director of the biggest motor retail group in the UK. You see, I started as a manager, and then I moved more definitely back to the hospitality and leisure business."

After 40 years in the workplace, for a range of companies, Love has developed a personal preference for private sector organisations over publicly-listed groups. "I have to tell you that I didn't enjoy working for large public companies," he confides. "You're always being asked all sorts of questions by brokers and analysts, by which your share price is affected. The private sector has always satisfied me professionally and intellectually, there's nothing wrong with the public sector, but it's probably more fun in the private."

As one of the keynote speakers for the Hotel Expo in Dubai Love's focal topic is branding in the industry, and he is very clear on the message that he wants to put across. "Branding covers every business," he explains. "Especially in these days. There are two main things to remember; spreading your brand awareness and maintaining your brand's reputation."

In a region with as much potential for new developments, specifically in the hospitality industry, Love is aware how much clout branding will have on the success, or otherwise, of the projects springing up. "It's very difficult to establish the integrity of a brand - and it's very easy to lose it quickly," he warns. "If you are establishing a brand you can't do it overnight, it takes time. And don't forget there are lots of already established brands coming out here too."

Although the Ritz will not be among the pre-established brands moving to the Middle East - as he says "it's a London icon, it just wouldn't be the same" - Love's experience has taught him the key point for chains that are to concentrate on. "Those that are an established name in their own country, have to make sure that their standards are maintained when they set up elsewhere," he says, "and the key to this is to do with staff training."

The focus of employee training has changed across the board in tandem with the times and the clientele. "People expect better facilities now, quite rightly", says Love. "For example, back then your average bar had sawdust on the floor, now you have plush carpets. People have more disposable income and their expectations are greater. Ease of travel has also changed and broadened the customer base."

A consummate traveller himself, Love is a firm believer in the advantages that visiting other regions have had on his personal, and professional, development. "The greatest thing about it is learning about other people's cultures so that you are in a position to make them feel at home when they visit your hotel," he says, leaning forward enthusiastically. "Everyone who is able to should get out and travel. Back in the old days they used to send the first and second sons out to see the world, to educate them in other cultures and the teachings and spirit of other countries and religions. The greatest enjoyment I have is trying to understand those facets of other people."

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