The evolution of the hotel industry

Frank confessions

In her early twenties, Emilie De Preter began her career at the reception desk of Martin's Patershof in Mechelen, a magnificent historic hotel housed in a former church. Today, she is at the helm of this extraordinary hotel.

"As a general manager, your main job is to lead your team. Happy employees, willing to go the extra mile for each other and our guests, are the key to success," Emilie explains. According to her, leadership is about inspiring a culture where teamwork and the principle of 'pay it forward' are key. Her daily goal? Keeping everything running smoothly, so that every guest leaves the hotel with unforgettable memories.

In the vibrant world of the hotel industry, where hospitality and innovation go hand in hand, hoteliers face constant challenges and opportunities. "Technological advances made the collection of sophisticated data crucial to provide personalised services. The more information we gather, the better we can serve our guests." But flexibility is also essential in this sector. Last-minute decisions are the rule rather than the exception. Responding quickly to changing circumstances requires resilience.

Online reviews play a vital role in the competitive hotel industry. "They reflect our hospitality, the commitment of the team and the results of our efforts." For her, responding to both positive and less positive reviews is top of the priority list, as it shows that feedback is taken seriously.

Emilie recalls that the hotel industry has faced drastic situations before, such as the recent pandemic, financial crisis and energy crisis. "We saw our energy bills triple, which put a lot of pressure on our margins. All this led to changes in travel behaviour, with guests increasingly seeking authentic experiences and alternative destinations. This all sounds much more interesting than sitting in a boring office somewhere, doesn't it? There is a unique atmosphere in hotels that you won't find anywhere else. Hotels offer diverse working environments with colleagues from all over the world. Here, you develop diverse skills, offering boundless career opportunities. Moreover, many hotels have beautiful working environments. The potential to learn and grow personally is enormous. Working in a hotel is more than a job, it's a lifestyle."■