Had a thoughtful and candid conversation with Greg – GM of Crowne Plaza Singapore, ahead of the holidays. The discussion was informal and insight-led, with no commercial agenda.
Key takeaways centred on hiring quality within hospitality. He shared that sourcing candidates is rarely the challenge; the real difficulty lies in identifying individuals who are emotionally aware and experience-driven. He highlighted how emotionally forward candidates answer interview questions through the lens of the guest experience rather than operational facts, demonstrating empathy, storytelling ability, and awareness of how situations make others feel.
We also discussed talent development and tenure. His view is that while emotional intelligence can be partly instinctive, it is often shaped through time and exposure. He noted that frequent early moves (under ~2 years) can limit the development of critical judgment, maturity, and problem-solving skills that only come with prolonged time in role.
He observed that the strongest hires over his career share common traits: curiosity, anticipation, adaptability, and a consistent tendency to go beyond baseline expectations. SOPs were described as the foundation, not the differentiator — lasting impact comes from how experiences are created and remembered.
Overall, a valuable and grounded exchange that reinforced the importance of assessing character, emotional depth, and long-term growth potential when building hospitality teams.
Currently does not utilize Agencies but is a good contact created.
– He has also provided me with 2 Leads to Hotels GMs located outside of Singapore who can be potential pathways to other clients or even candidates.
– To reach out again in the future with Most Placeable Candidate magnet and try to potentially sign terms.
– Is a good contact that will be a key provider of insider information, data points and market outlook.