Investing in people leads to happy teams and outstanding guest experiences
作为 General Manager, InterContinental Lisbon and Area General Manager, Portugal - Maarten P. Drenth has built a wealth of experience within the luxury hospitality industry during his award-winning 35 year-long career at IHG Hotels & Resorts. Maarten 曾在欧洲、北美和南美工作过,现在他利用自己丰富的专业知识来激励卓越和 lead teams across four hotels within the IHG portfolio in the Portugal market.
为了达到最高标准,Maarten 认为,培养人才和创造积极的员工文化是提供一流团队成员体验的基石。
An early ambition to work in the luxury hospitality industry
“I started out at sixteen years old, working part time washing dishes in a fine dining restaurant. The owner of the establishment gave me opportunities to grow my skills and after two years, I was leading the service at the weekends. Even at that young age, the luxury hospitality industry sparked my interest and I was keen to learn as much as I could.
The next major step in my journey was attending Hotel School, The Hague to gain first-hand experience of how properties are managed and progress towards a leadership position.
During that time, I became aware of InterContinental Hotels & Resorts, as various organisations would come to the university and deliver presentations. I was impressed by the brand’s inclusive and aspirational ethos, as well as its global network.
I applied to do a 12-month management training programme at the InterContinental Miami and after only nine months, the Food & Beverage Director offered me my first leadership role.


Seven countries, 11 destinations and three continents later, my priorities are now split between my General Manager and Area General Manager duties - including overseeing three market-leading luxury properties in Portugal. It’s a huge responsibility and challenge but one that I relish.”
The importance of creating a progressive team culture
“People often ask me how it’s possible to keep multiple properties on track and operating to such a high standard.
Firstly, the overarching brand guidelines help us stay consistent in our mission and values. I also use data and insight from our systems to provide me with a clear picture of the progress and performance of our properties.
但最终,成功取决于人际关系。 为了实现这一目标,我与里斯本洲际酒店的团队以及我负责的每家酒店的总经理密切合作,以确保开放的沟通,并建立相互尊重和信任。
The importance of hiring the right people and taking care of our teams was brought into sharp focus during the pandemic. Needless to say, it was a time of huge change, with many talented individuals leaving an uncertain industry.


By valuing our people and investing in them, we managed to retain the majority of our team throughout this turbulent period, plus experience healthy growth once life began to get back to normal again.
And by ‘investment’ I’m not just talking about the financial rewards - we strive to be a best-in-class employer through the many benefits and initiatives we offer. This includes focusing on aspects such as equal opportunities and inclusion, staff training, growth and wellbeing. All of which helps toward both retaining the fantastic teams that we have in place but also encouraging fresh talent to join IHG.
由于辛勤工作和奉献,团队为我们的酒店赢得了许多奖项和荣誉。 其中包括被评为“最佳工作场所”和“葡萄牙 50 个最佳工作场所”之一。
This focus is very much in line with IHG’s ‘Room to Belong’ and ‘Room to Grow’ strategies, which prioritise our people and the creation of a positive, progressive culture.”
Sustainability and giving back to the local community
“Giving back to the local community and a commitment to sustainability are also areas that are very important to both myself and the teams in each property.
今年 9 月,我们的员工有机会参与洲际酒店集团的“奉献爱心”月活动,同事们可以获得一天带薪假期去参与慈善机构或有价值的事业。 作为其中的一部分,我们估计,通过活动和赞助活动,我们能够改变当地社区 2,200 人的生活。
These types of initiatives form part of IHG’s ‘Room to Make a Difference’ ethos, which enables colleagues to take part in purpose driven projects. It can give team members a real sense of pride to see the wider impact they can have beyond their day to day roles.
With regards to sustainability, we’re always looking at how our properties and services can become more environmentally friendly. This involves everything from how to reduce our carbon footprint via smart energy consumption, to cutting down on single use plastic items.
One area we’ve been particularly successful at tackling has been food waste. By working with a local charity partner - REFOOD,为无法自给自足的人们提供餐食——我们能够减少酒店的食物浪费,并在此过程中帮助那些有需要的人。


为了响应洲际酒店集团‘ Journey to Tomorrow ’的愿景,我管理的所有酒店均已获得‘绿钥匙认证’,我们还任命团队成员加入‘ Green Engage委员会’,负责实施环保新理念和新工作方式。”
Inspired teams equal guest satisfaction
“All of these elements - from investing in talent, to providing employees with opportunities to do good in the world - have a positive impact on culture and job satisfaction. And when the team is happy, they want to go above and beyond to provide fantastic guest experiences.
多年来,我看到很多朋友重返我管理的房产,我也与他们建立了深厚的友谊。 当然,这些酒店都是很棒的地方,拥有一流的设施和绝佳的地理位置 - 但与团队的互动和情感联系才是最终产生差异的原因。
I’ve truly built some wonderful memories with IHG. Whether it’s been overseeing a property during a newsworthy event - such as the inauguration of President George W. Bush in Washington D.C. or a personal moment, like seeing my son’s first steps at the InterContinental Sao Paulo.
Ultimately though, working for a company that shares my values has been the most rewarding experience. The ambition to keep evolving, improving and investing in people - I believe that’s the best path to continued success and future growth.”
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