HEARSAY: Tales of the General – Horace Siu
It was a beautiful Friday afternoon, until it wasn’t. I was leading a hospitality tour for a group of 10 students through Ovolo Central, proudly showcasing our quirky art, unique interior designs, and the legendary Radio Suite. The students were engaged, the professor was nodding approvingly, and I was halfway through my speech about “guest-centric innovation at Ovolo” when the lights suddenly flickered… and died, a total blackout, which we later discovered was caused by a power glitch on the entire street..
For a moment, it was total silence. Then someone whispered, “Is this part of the tour?” Another student muttered, “This is so immersive.” I considered pretending it was intentional, but the emergency lights betrayed me.
I sprang into action, channelling my inner crisis management skills from my time as a Duty Manager. “Everyone, please stay calm and follow me!” I declared, using my phone’s flashlight and leading the group down the stairwell like a haunted adventure in darkness. Luckily, we were only on the 5th floor at the time. One student filmed the descent, narrating it like a documentary behind me: “Here we see the GM, leading us to safety in crisis.”
Down at the lobby, where our team had already lit some candles; we handed out cold drinks and I turned the moment into a spontaneous workshop on crisis management as a hotelier. The professor loved it. “Observe how the team adapts,” he said, as our bartender continued to mix a cocktail for a guest at our restaurant. “This is how we roll at Ovolo, fabulous, unconventional, and never boring!” I replied.
When the power finally returned after 15 minutes, the students groaned. “Can we go back to the blackout?” one asked. The professor gave me a thumbs-up and said, “Best tour ever.” I smiled, trying not to think of all the potential building and hardware issues I am about to face from a sudden power glitch. At the end, all the students had a memorable time and will likely have some fun stories to share to their fellow classmates back at their school.
The moral of the story is that, as a GM, we must always be prepared to face all kinds of unexpected situations. Perfect days can turn upside down at any moment of the day. I learned that a true leader is someone that the team can depend on and provide proper guidance during challenging times. This means providing a sense of calmness, clear communication, making swift and calculated decisions. I embrace this challenge, which is why I continue to wake up ready for new experiences every day.