Consistency is king

“Behind all the figures – 6 markets, 7 million customers, €500 million+ in annual revenue – there are great people doing things right. Our business model and platform of skills and excellence enable us to scale and fuel growth. All our independent hotel owners can tap to this ‘engine’, making them stronger.

I’d say that our hotels are run by real people for real people. I mean this in the most positive way because of the diversity. Our hoteliers remain close to their clients, understanding their needs firsthand. Cleaners and accountants can end up running hotels. This kind of social ladder gives everyone a chance – and makes us both unique and successful. This proximity between our hoteliers and guests creates an authentic connection that distinguishes our brand.

When I arrived 9 months ago, with 20+ years of international service experience, I was immediately won over by the relevance of this smart, simple model that cuts out the superfluous. This approach lets me do what I love: enable people and see them grow.

I jumped directly into the role, as the Group conference took place just a few days later. It was great getting up on stage and meeting everyone. I was even convinced to go on a rollercoaster despite hating heights. Because the people and energy created a feeling that we were ‘unstoppable’.

There is huge potential to grow and open more hotels – we’ve hoping to double our footprint in the next 5 years – while continuing to focus on quality and consistency. For me, the key is having the same values and standards wherever we are in the world to become a safe, trusted choice for customers.”