Every month, we pose 7 questions to a Chamber member. This time it’s Wayne Harris, Regional Property Manager for Pillow Partners.
1. Who are you & what do you do?
I am Wayne from Pillow Partners; we short term rental marketing and management services of holiday homes, serviced apartments and aparthotels across the UK & Guernsey.
2. How long have you been doing this?
I am new to the hospitality industry but have been supporting customers in roles throughout my career so I do not feel new. I have a team at HQ with decades of experience supporting guests and clients alongside myself. The systems and processes are well established and reviewed regularly to improve wherever they can be. The service is 24/7 for guests but they do let me get some sleep.
3. How did you get into this field?
I have always loved property and was looking to move into investing, so started my education in the industry. Whilst studying I found Pillow Partners who had an opening in Guernsey and I could not find the service being offered here, so embraced the opportunity to make a difference to the property hosts that live here. Combining property and hospitality with my love of Guernsey is my absolute passion.
4. What’s the ‘why’ behind your work?
I love to solve problems, so the chance to work in hospitality and ensure that guests have a great time is a great fit. I love the core values of Pillow Partners who aim to help our clients to: Maximise income, Reduce stress, and free up time. The task of then ensuring that the guests have a great time on this wonderful island is about communicating the facilities in the Bailiwick, and making sure that they can be enjoyed. My favourite core value is Stronger Together which ensures we work collaboratively with local communities, always giving back where we can.
5. How do you approach problem-solving?
The key is to understand the problem and then spend most of the time working on the solution so that the outcome is the best it can be. Blame and guilt doesn’t help, so getting everyone to a happy place is the target. Afterwards you can have a look at the issue with the benefit of hindsight and improve the processes that will be used in the future to reduce the risk of a negative outcome. It’s also important to remember that nothing can ever be perfect but we can strive for continuous and never-ending improvement.
6. What book, mentor or podcast has shaped your thinking?
I think Tony Robbins is amazing and has helped me out at multiple times throughout the last twenty years across any number of subjects. His key teachings on being grateful for what you have helps you stay current and focussed on where it is you want to go. I’ve also been inspired by the Japanese concepts of ikigai (a reason for being) and kaizen (continuous improvement).Together, they’ve shaped my recent move into hospitality.
My goal now is simple: to work on projects I’m passionate about and to contribute to the happiness of others, drawing on the skills and experiences I’ve built up over a long and varied career.
4. Tea, coffee, or something stronger?
I love tea, but it has to be made right! Coffee is OK, but I do particularly enjoy Jack Daniels or Ricard!
Click to learn more about Pillow Partners
