TFE Hotels Hotel General Manager of Adina Apartment Hotel Bondi Beach Sydney, Diana Quinones Silva caught up with Travel Monitor for this week’s Talking Travel. This is what she had to say.
What does your job involve?
My current role as Hotel Manager involves coaching, developing and motivating the team I work with; budgeting and expense management and most importantly ensuring our guests are incredibly well looked after and enjoy a memorable stay.
How have you tackled the difficulties caused by COVID-19?
The biggest difficulty we faced was keeping people motivated. I think by being open and transparent by communicating changes and expectations; talking through everyone’s concerns; and ensuring they felt comfortable throughout the process really helped us come through the other side.
What do you enjoy most about your profession?
I love the fact that no two days working in a hotel are the same and that’s mostly due to the fact that no two guests are looking for the same experience. It makes every work day unique and exciting as we see locals seeking an escape from their day to day and international travellers having their first experience in Oz or first experience in a long while.
What are the biggest challenges for you in your profession (outside of COVID-19)?
The biggest challenge for me personally is trying to find a suitable balance between work demands and my personal life. Hotels operate as a 24/7 business and a lot of things happen after hours (and behind the scenes0 to ensure all guests have a wonderful experience. It sometimes making it hard to call it day!
What do you think are the biggest challenges the industry faces?
Retaining high-performing team members who want to develop a career in hotels is the biggest challenge. The industry has proven to be volatile thanks to the pandemic and we are in the process of stabilising this for future generations. We also have increased competition from other accommodation providers like Airbnb or Stayz where homes are offered at comparable rates to hotels.
What do you think will be the biggest game-changer in the travel industry in the next 12 months?
Guest expectations and their perception of cleanliness have been heightened thanks to COVID-19 and are so complex given how different countries/states/cities have managed the situation. The guest experience – from when first engaged with flexible cancellations and refund policies – must change and evolve to keep up with the current environment.
What destination/travel trend do you think is the next big thing?
Since the last two years have been so limited in the travel sector, I believe people will be wanting to tick off big bucket list items and spend on experience. It’s up to the tourism industry to step up and deliver.
What are your thoughts on responsible travel and how do you try to implement this in your workplace?
It’s imperative that you read and understand all the information and requirements for where you are going and respect them when you arrive. We implement this in the workplace by ensuring the customer has all the information clearly, over the phone and in writing to ensure they are ready for their trip and what is required.
Who inspires you most and why?
Anyone whose intention in life is to be kind and look after others. I love naturally grateful individuals.
What is your must-pack travel item(s)?
Packing cubes! Game changer.
Who would you invite on your next holiday if you could choose anyone and where would you go?
My family! There are five of us living across four different countries and it’s tough trying to arrange everyone’s schedule to get together. I would love for us to share amazing travel experiences together and top of the list would be spending time in Spain to find out more about our ancestors and their history.
