Just how do you make a top hotel one of the best in the city, if not the best?

Before he left for a new role in Cornwall, Simon Mahon looked back at his five years at The Grand York and how he helped make it the success it is today.

Simon is Liverpool born and raised and was educated at the Universities of Brighton and Central Lancashire. He also passed a general managers programme at Cornell University in the USA.

The 51-year-old started in the hotels industry aged 16 and has worked from budget hotels to some of the finest, both in the UK and overseas.

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Previous employers include Whitbread Hotels, who have the Premiere Inn chain, as well as 5-star hotels in Asia and London.

From 2005 to 2007, Simon was general manager of the Premiere Inn London County Hall, before taking a regional role with Whitbread.

He also ran Whitbread’s Park Plaza hotel in London for nearly five years until a chance meeting with its Thai owner, led him to the Lancaster Hotel in Bangkok for three years.

Next came three years with Edyn, a large operator of serviced apartments, but Simon wanted to leave London, for a ‘special’ 5-star hotel outside the capital.

His wife doubted such a role would turn up, but straight away a recruitment agent contacted him about the Grand York.

“From that moment, I knew I wanted to come here. My dad’s first job was as a newspaper reporter in York,” he said.

Looking back at his time at The Grand, Simon can rattle off a list of at least 15 awards the hotel has won in just the past three years alone.

They range from Cateys Awards for Hotel of the Year and Best Places to Work, the latter of which the hotel also received from the Sunday Times. In addition are awards for individual staff, the Legacy restaurant amid others.

“We have cut labour turnover by 75 percent. We have doubled profit,” Simon said.

“When you run a business, you run it for the team. For the guest, for the owner and for the environment.”

“That balance will give you the sustainable business that works for all the stakeholders forever.”

“My vision is always a fantastic place to stay and a fantastic place to work.”

Recruitment has to be done ‘the right way’, Simon explains.

“We onboard our team making sure the team understands what they are buying into and deliver the hotels vision and values of drive, care and excellence.”

It also rewards and recognises staff ‘the right way’ with an array of incentives, parties and discounts, team celebrations, individual celebrations, mental health support, discounted travel, discounts with other businesses around the country.

On the day I called Simon had even been helping make bacon butties for his team.

“We also make sure we have development programmes in place. We started the UK’s best placement programme.”

He often refers to ‘the Grand Family.’

“The family ethos is strong. You step in to help those who are struggling. It feels like a family.”

He continued: “The big thing to me was fostering a culture of success, where you never lose sight of the big picture, but always understand the devil is in the detail.”

In addition, the Grand is committed to issues like sustainability, with it having 50,000 bees on its roof, who make its honey.

The hotel and its staff are deeply involved in charity work, supporting good causes including the St Leonard’s Challenge, the Lord Mayor’s Charities, and the Burnt Chef programme.

It also helps schools ands colleges with a variety of work placements and training initiatives, with Simon adding that the hotel ‘giving back’ to the community is also vital.

“I want York to be proud of the Grand. We have now what is now regarded as one of the 5-star city centre hotels anywhere in the country. We are living up to that expectation everyday.”

Last month, Simon joined the Watergate Hotel as Chief Operating Officer for it and sister companies.

Last week, The Grand York announced his successor, Adam Dyke, who joins from the Luxury Family Hotels group, starting in January. Until then, the hotel’s acting general manager is Chris Cooper.