Dialling in from a construction site of the grandiose work in progress, the newly renovated Fairmont Century Plaza is Philip M. Barnes – or just “call me Phil, please”. Beau Monde Traveler recently spoke to Philip, who is currently the Regional Vice President of Southern California, and the General Manager of the Fairmont Century Plaza, regarding his long illustrious career and being a luxury hotel “fix it man”, as well as what makes him tick. Speaking candidly, Phil talks his insights on the industry, the importance of understanding colleagues, and how customers are the number one priority in the industry.

Phil is lively, easy-going and his passion for his career emanates from him — the way he speaks is both pure love and joy for a career that spans over four decades and five continents. But when talking about the industry, his obvious zeal is evident as he easily responds to our queries, with all guns blazing.

“There’s an awful lot of mediocrity, and not just in hotels, but in the travel industry as a whole” Phil leads, and he is right, there is. Too often travellers are presented with a range of luxury options with little variation, no real unique selling points and a lack of attention to detail. Phil explains that change is needed, and it’s clear he is a visionary, moving from hotel to hotel in need of repositioning, in the midst of opening or reopening.

So, what is it then, that eliminates mediocrity and replaces it for experiences unrivalled from the rest? It is caring about your customer first and foremost and learning it should be the norm to go above and beyond — “I don’t pay you – the guest pays you!” Phil goes on to explain, and he says this to staff in training at the Savoy.

Since the 1990’s, Phil has been a man with a reputation for being one of the most well-known “managers” in the industry – with a can-do attitude, a drive for teamwork and mutual understanding, he has led teams to crusade countless times over and with luxury hotels in his pedigree. But ask Phil and he will state his dislike for the word “manager”, or “supervisor” and “director” — “I don’t believe that the majority of colleagues need those things; they need support, guidance and leadership, they don’t need somebody telling them what to do”. And the difference shows. In properties where Phil has stepped in to oversee repositioning, the changes are obvious.

Take The Savoy, for example. In 2016, Phil joined the team at the Savoy in London as the General Manager. At the time, The Savoy was in need of his expertise as a fixer-upper, particularly his unparalleled skills that focus on future growth and understanding the needs of lux guests. Prior to his joining, the Savoy had maintained its position as a monumental hotel in London, as it was well-known for its history as the first luxury hotel in London, overlooking the River Thames. It was opened in 1889, and was the first hotel to have electric lights, lifts and big, lavish bedrooms. Despite being a beloved, iconic hotel in a city full of rich history, the ratings were slipping. The world around The Savoy was changing, and it could not keep up.

“The world around us is changing, and we need to change with it,” Phil says, “It takes good leadership to really stop and look at things differently, and say, ‘we need to do this differently’”. When Phil joined the Savoy, the hotel was still as beautiful as ever, and certainly held the standard of a five-star, but it lacked soul, heart and passion. By understanding the personalities and needs of guests, Phil led the team to triumphant heights, bringing the hotel up to a Top 20’s of London TripAdvisor hotels, while it has previously sat between the 40’s and 60’s. For Phil, the key to this success is to focus on the people – to perfect teamwork and create a shared goal of making memorable, lasting experiences for guests of the Savoy.

Prior to his time transforming The Savoy, Phil continent-hopped between North America, The Middle East, Asia and the Pacific, spreading his wealth of knowledge across various luxury hotels including the Four Seasons Hotels & Resorts, Shangri-La Hotel & Resorts, Stamford Hotels Australia and New Zealand, and of course most recently, his long-lasting relationship with Fairmont Hotels & Resorts. But when questioned on his favourite of the properties, the answer is just as humble as Phil is himself. “Every hotel is the same – it’s just bricks and mortar.” He smiles, recounting his countless, long-lasting friendships, “What brings the hotels to life are the people within it; surround yourself with great people and that is what you remember”.

Recounting on his past and the importance of customer relationships, Phil continues to share stories of bygone days. His colleagues from the Middle East are now scattered internationally, and he shares that some of his greatest friends are from his time spent in the Pierre, New York, although he admits he would not even be able to say what the hotel itself looks like these days. It’s clear, excellence is the key to luxury, and it is evident from looking over Phil’s resume and complementary commentary that he has had a hand in creating unforgettable experiences for thousands of guests and colleagues alike, across his formidable years.

He explains that the hotel industry – much like many others – is a wheel, that requires all parties to depend on one another to keep spinning. Good service is often overlooked these days, for destinations and hotels that are instead more appealing through the lens or on screen via Instagram and Facebook. Classic luxury comes from the people who make experiences both worthwhile and memorable, and its important, in Phil’s world, for all colleagues to be on the same page – “nobody is any more important than anyone else, you take care of the guests, you take care of one another.”

Despite being born and raised in the United Kingdom, and returning for four years to reposition The Savoy, when asked, Phil expresses his love for North America and Canada – he’s now a Canadian citizen with a home in Vancouver. His time abroad, immersed in other cultures is part of the reason he is so passionate about the development of people and the customer experience. He states, “when you move around the world and you live elsewhere, you are influenced by all of the cultures, and the environments – you realise that nobody gets it right, and nobody gets it wrong; it changes your perspective on everything.”

His new venture is the Fairmont Century Plaza, not just a hotel or resort, but a cultural landmark in the heart of Los Angeles, and in his words, it’s a “contemporary icon”. The Fairmont Century Plaza was opened in June 1966 and quickly shot to stardom as the one of the many homes for the rich and famous. Phil expounds, quite excitedly, that the Century Plaza, in its heyday was the place where Ronald Reagan held his birthday parties, where Paul McCartney performed in the ballroom and where the Grammys were once hosted. “This hotel is owned by Los Angeles,” he finishes, “you’re allowed to be eccentric in LA in ways you can’t be in other parts of the world and I love that.”

With his hand in every honeypot of the luxury hotel world, Philip M. Barnes has made a name for himself. He’s passionate, enthusiastic, driven – but most of all, he’s a people-person and that’s what makes his businesses so successful. With the Fairmont Century Plaza set to reopen doors this coming Fall, 55 years after its first opening, there’s no doubt Phil and his exceptional team will have some tricks up their sleeve to make every guest feel special. From unique music choices that reflect the breezy California way of life, to French finishings in the Lumière California-French brasserie restaurant, the gorgeous spa facilities and the balconies from each room with sprawling views over Los Angeles, Phil explains there’s some real magic behind these doors and he can’t wait to share them with the world.

“You know, I’m reaching a point in my life where I don’t like moving as much as I did in the past” he states. Settling in comfortably to the Los Angeles way of life, after decades of moving about, and working for some of the most well-known and well-loved hotels in the world, it’s difficult to know what’s next for Philip M. Barnes, the International Man of Hotels. For right now though, you can catch him at the Fairmont Century Plaza, surrounded by a great team, ready to bring his next project to life.