IN this episode of The GBQ Podcast, host Sarah Stirk sits down with Seamus Coen, General Manager of Rusacks St Andrews Hotel. During their discussion, we learn:

• The importance of hospitality, leadership and teamwork in creating a world-class experience for guests

• How communication and recognition empowers his team to deliver exceptional service

• How focusing on attitude and a willingness to go the extra mile creates a positive team culture

• Why the Rusacks must continually innovate and improve to maintain the hotel’s reputation and success

For many, it is THE golf hotel. Look at any iconic picture of the Auld Grey Toun and there is the Rusacks St Andrews. Its place in golfing history is as assured as its position halfway up the 18th fairway of the Old Course.

But such legendary status also requires endless excellence. Charged with ensuring guests get the experience they desire and deserve is General Manager Seamus Coen and we learn how it’s achieved in the latest episode of The GBQ Podcast.

He talks to Sarah about being at the helm during a time of great change – with the hotel having gone through a huge transformation which has transformed the landscape not only of the building but of the business.

How did he lead his team through the transition? How did he deal with change – both for those who embraced it and those who sought to resist?

Asked to sum up leadership, he said: “For me, it’s very simple. It’s an honour and a privilege and you never get complacent. You never think you’re above your station.

“When I retire, I will look back very fondly on being able to play a small part in developing people to a higher level. There’s something good in everybody and, if you can find what they’re good at and bring them on the journey, look what you can achieve.

“I’ve been very fortunate in my career that, with the amazing people I’ve worked with, we find those nuggets of brilliance and we showcase them.

“I get so exited when a customer says to me, ‘Marion was brilliant. Michaela was fantastic, or Peter did a fantastic job’. I look back and said, ‘yes, we were ready for this and we’ve delivered’.

“And I’m very, very proud. We can get very emotional.”