Investing in people leads to happy teams and outstanding guest experiences

作為 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. 馬丁以前曾在歐洲、北美和南美工作，現在利用他的龐大專業知識來激發卓越的卓越性和 lead teams across four hotels within the IHG portfolio in the Portugal market.

為了達到最高標準，Maarten 認為培養人才和創造積極的員工文化是提供一流房客體驗的基石。

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.

但最終，成功取決於人際關係。 為了實現這一目標，我與里斯本洲際酒店的團隊以及我負責的每家酒店的總經理密切合作，以確保開放的溝通，並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.

由於努力工作和承諾，團隊為我們的物業獲得了許多獎項和讚譽。 其中包括被評為「絕佳工作場所」，以及「葡萄牙 50 最佳工作地點」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 月期間，我們的員工有機會參與 IHG 的「捐贈為善」月，同事可以獲得有薪休假，與慈善或有價值的事業合作。 作為這一部分，我們估計通過活動和贊助的活動，我們能夠為當地社區的 2,200 人生帶來改變。

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，為無法自己提供足夠的人們創造餐點-我們已經能夠減少酒店的食物浪費，並在此過程中幫助有需要的人。

為了響應洲際酒店集團“ Journey to Tomorrow ”的願景，我管理的所有酒店均已獲得“綠鑰匙認證”，我們還任命了團隊成員加入“Green Engage 綠色行動計劃委員會”，負責實施對地球友好的新理念和工作方式。

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.

多年來，我看到許多房客回到我管理的房產，我也與許多房客建立了深厚的友誼。 當然，這些酒店都是很棒的地方，擁有一流的設施和絕佳的地理位置 - 但與團隊的互動和情感聯繫才是最終產生差異的原因。

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.”