Meet Our New Manager! – Marelle

Meet Our New Manager!

In November 2019, we welcomed Marelle to the Kelvingrove Hotel line-up and we’ve got to say, it was a really fantastic decision we made getting her on board! Marelle has worked in hotels for the last 10 years. She has a genuine talent for front of house and his customer service approach is second to none as she has a natural rapport with our guests. We are lucky to have Marelle as our hotel manager as she’s got what it takes to make your stay with us the best experience ever as his passion for the job shines through. Pop into reception to pick his brains about local knowledge and you’ll be really glad you did! We anticipate brilliant stuff from Marelle in the months and years ahead.

We took the time to catch up with him for a natter this month, so read on to find out what makes here tick! 

Hey Marelle, how are you today?

Hey, I’m very well, thank you. Just started my shift and I’m glad to be at the Kelvingrove again.

How long have you worked at The Kelvingrove Hotel?

It will be 2 months in couple of days, but it feels so much longer. I think I’ve settled in well in such a short period of time.

Why did you decide on a career in hospitality?

Hospitality offers a job that changes all the time. It is a fast-paced environment where you are doing varied tasks each day. You are on your feet and moving around a lot which helps you think, feel and react better. You also get to “See The World” through other people.

What is your prior experience in the hospitality industry?

I have been involved with hotels ever since I was 17, so by now 10 years already. I studied at Tallinn School of Service, thanks to that I got to see loads of different hotels and learn how each individual service industry works in a hotel and how important is teamwork and communication.

In Glasgow I have been just a little bit over 3 years now and even with 3 years I have accomplished quite a lot.

So, what’s your favourite part of being Manager at the Kelvingrove Hotel?

Honestly, that I feel like a person here. That this is a family company and they make you feel like home. I really enjoy communicating with our guests, who I would like to make as welcome and at home as the owners and my colleagues have done with me.

Can you describe your daily tasks?

Mornings are very busy! The duty manager covers reception and breakfast. Supervise and control the cleaning and servicing of all bedrooms, restaurants and public areas in the hotel. You do anything and everything that is needed, all the way from check-in to check-out procedures.

What are you most passionate about?

I tend to be a perfectionist, everything I do I set high standards and I do it with passion.  

What do you do in your free time?

I catch up with my friends and family. I love movies, music, theatre, swimming, volunteering and traveling, so I’ll try to do at least some of these things each time I am off work.

What’s your absolute must-see for visitors to the city?

Kelvingrove hotels location is brilliant, so definitely go and visit the Kelvingrove Art Gallery and Museum and go see the University of Glasgow. I like good views and one of the best views of Glasgow would be in The Lighthouse.

What does excellent guest service mean to you?

Good customer service means meeting expectations, but excellent customer service means exceeding them. It means showing the guest how important they are to you and the business by interacting with them in a friendly, helpful and positive way. The idea is to leave a lasting impression on customers by working with them and assisting them in the best way possible.

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