"Excellence is not a skill. It is an attitude." - Ralf Marston
Every so often, The Bahamas is blessed by the sojourn of a non-national whose skills and experience personify excellence and rise to the extraordinary. A naturally gregarious, engaging and perennially accessible hospitality executive, George Markantonis departed The Bahamas yesterday after nine and a half years as the president and managing director of Atlantis to become the president and chief operating officer of The Venetian, The Palazzo and The Sands Expo Centre, all part of the Las Vegas Sands Group. As he assumes his new assignment, we would like to consider this... What will George Markantonis' legacy represent following his tenure as the chief executive of Atlantis?
Quintessential hotelier
Born in Harare, Zimbabwe of Greek heritage, George Markantonis began his hospitality career in Johannesburg, South Africa, as a front desk agent at the Carlton Hotel, an international flagship of Westin Hotels and Resorts. He transferred to the United States in 1985 to the Westin Galleria Hotel in Dallas, Texas, as convention sales manager. Over the next four years, he was assigned to Westin Hotels in El Paso, Texas; Fort Lauderdale, Florida, and Toronto, Canada in various middle management capacities.
In 1989, Markantonis was appointed to the Westin Galleria and the Westin Oaks Hotels in Houston, and subsequently became the director of operations for both properties. He joined Caesar's Palace, Las Vegas, Nevada in September 1995 and was appointed to senior vice president of hotel operations in February, 2000.
In March, 2004, Markantonis was appointed the chief executive officer of Kerzner International's Atlantis, The Palm, a 125 acre, 1,500 room mega water resort in Dubai, United Arab Emirates. One year later, he became president and managing director of Kerzner International Bahamas Limited. In that capacity, he had oversight of the seven hotels at Atlantis, which, at that time, comprised 4,000 rooms, a 180-acre Aquaventure water park, island real estate developments and all other businesses spread over Kerzner International's 550 acre world-class resort.
In January 2011, Markantonis was named "Hotelier of The Year" at the 14th Cacique Awards in Nassau, Bahamas and in January 2014 was awarded the "Caribbean Hotelier of the Year". In a conversation with Markantonis last week, he described Atlantis as "an unbelievable, multi-dimensional property with multiple revenue streams".
When he arrived at Atlantis, there were almost 125 expatriates on staff. Today, there are 70 expatriates, with an employee complement of almost 8,000, making Atlantis the largest employer in The Bahamas, after the government.
Markantonis is proud of the Bahamians who have risen to top executive positions during his tenure, most recently Stuart Bowe, who will become a senior vice-president and general manager of hotel operations, overseeing the three phase 1 and 2 tower properties.
Gerard Moss, another Bahamian, is today the senior vice president of human resources at the company's property in Dubai. The Paradise Island property also has a Bahamian, Bernard Gay, who worked in the cruise industry and was recruited from abroad, as its chief information officer heading the Information Technology Department at Atlantis.
Markantonis believes that to succeed in the hospitality industry "it is very important for young Bahamians to try and obtain international hospitality experience and, although some Bahamians have an aversion to this, it is imperative for their future".
Major challenges
During his tenure at Atlantis, Markantonis recalls several critical challenges. One such challenge was coming to terms with the untimely death of Butch Kerzner, the son of Atlantis' visionary founder, Sir Sol Kerzner. Another was confronting the devastating challenges arising from the worldwide recession that started in 2008, and which resulted in the termination of 800 employees - "undoubtedly one of the most gut-wrenching encounters that I experienced during my tenure". Another ongoing challenge that the resort faces is the quality of the entry level workforce, who often lack the basic skill sets required by the ever-increasing demands of a world class resort. Markantonis remarked that "it is always challenging to navigate this 'aircraft carrier' through turbulent waters".
Major achievements
Markantonis is very pleased with the resort's growth in employment which coincided with the completion of Phase III of Atlantis, a project that he participated in, along with the attendant revenue streams that were added upon its completion.
He is very proud of the team success of several innovative initiatives, including special events that were introduced. These include renowned artists featured in star-studded concerts and sporting events, such as the Battle4Atlantis, which has become the largest and most successful basketball tournament in this hemisphere.
Markantonis remarked that "live concerts at Atlantis have greatly facilitated our objective of putting heads in beds. There are tremendous benefits in featuring concerts with prominent headliners, although the revenue gleaned from such concerts is not as lucrative as the high end gamblers who travel to The Bahamas and bring their children and grandchildren with them to attend those concerts. We are always looking to find creative, new ways of getting casino players here."
Important developments
Markantonis applauded the recently enacted gaming legislation that has helped to increase the company's global competitiveness. He is also extremely pleased by the tremendous improvements at the Lynden Pindling International Airport, which, prior to its upgrade, was quite embarrassing for Bahamians and tourists visiting The Bahamas. Markantonis also commented that "Atlantis has always enjoyed a tremendously positive and cooperative relationship with successive governments. We don't engage the government in the press and the government has always worked with Atlantis in resolving issues that exist."
Continuous improvement
Atlantis is always finding new ways to continuously improve its product. Markantonis noted that "we have Atlantis University classes always on-going to further train our employees. In addition, our properties are constantly undergoing physical upgrades, and we continuously review, revise and expand our culinary options."
Paul Burke will succeed Markantonis as president and managing director of Atlantis.
Conclusion
In short, Markantonis is very pleased that he has "played a positive role in making the Atlantis brand bigger and better, which has also been good for The Bahamas."
As he leaves The Bahamas, George Markantonis can depart with the full confidence that he has left The Bahamas a far better place that he encountered when he first arrived here. Undoubtedly, the realization of Sir Sol's vision of creating the world-class destination that Atlantis has become is in great measure the result of the gallant efforts and attitude of excellence of George Markantonis - the quintessential hotelier.
Bon voyage and au revoir, George!
o Philip C. Galanis is the managing partner of HLB Galanis and Co., Chartered Accountants, Forensic & Litigation Support Services. He served 15 years in Parliament. Please send your comments to pgalanis@gmail.com.
Click here to read more at The Nassau Guardian
