Creating a sense of family and home within the team and property

As the General Manager at InterContinental Phu Quoc in Vietnam, Ghislaine Lê has had an extensive career in the luxury hospitality industry. Having previously worked around the world in locations such as The  Maldives, Malaysia, The Philippines, Indonesia, Sri Lanka, Oman, Hong Kong and France, Ghislaine - or Gigi to her friends, colleagues and returning guests - has brought a wealth of experience to IHG, along with her passion, people skills and flair for creativity. 

An unexpected journey into the luxury hospitality industry 

“My route into hospitality began when I took on a guest relations position at a hotel in Paris for a few months. At the time, I thought it would be a temporary role but it ended up leading to a twenty year career in the industry!  

My background is in psychology, so once I completed education, I thought that might be a potential career path for me. It turned out not to be the case but I believe the insight I gained in this field has helped in my role as General Manager, as it’s all about people and how we relate to each other.  

In my current role, every day I’m interacting with the heads of department, wider staff and guests - so having an interest in people and an understanding of how to create a positive, motivated team dynamic is extremely helpful.  

As for my journey to the position of General Manager - this also wasn't something I planned in advance. In terms of building a career in the luxury hospitality industry, I initially considered a route related to hotel interior design, as I love to be creative and I have good attention to detail.  

However, a mentor I worked with suggested that my experience and personality was ideally suited to the role of a General Manager, so I applied when a suitable position came up. The rest, as they say, is history.” 

Living and breathing the family ethos to inspire colleagues 

“One of the elements that attracted me to joining IHG was that, although it’s a large corporate organisation, it has a real sense of camaraderie and a family ethos that resonates.   

This can be seen more broadly in IHG’s ‘Room to Belong’ initiative, which champions diversity and inclusion, as well as the strong support network that individuals and teams have access to.  

We don’t refer to the head office as ‘IHG Headquarters’ for example, we use the term ‘support centre’ - and that speaks volumes. You can really feel the sense of togetherness at our regular meetings and ‘town halls’ where we share knowledge and successes, as well as discuss challenges.  

I also know I can tap into this valuable network as and when I need to. When I was organising a large Indian wedding recently, I reached out to other sister properties in the region for help and advice.  

Within my team, I try to foster this sense of belonging and a number of staff members have described me as similar to ‘a big sister’.  I think this is because I’m serious about taking care of the staff and I’m always there to help with questions and challenges as they arise.  

This can include everything from getting to know what’s important to individual team members, to encouraging them to look after their health and find a good work-life balance. As part of this, we provide an optional after-work activities calendar, so they can make the most of their down-time.  

The hiring process is where it all begins and that’s why I endeavour to meet every potential employee who is interested in working at our property. By speaking in-person with an applicant, I’m looking for that emotional connection - something impossible to achieve just from seeing their CV. 

"As a female leader, I relish the opportunity to play a part in building a diverse and inclusive workplace. My international experience has enabled me to cultivate a keen eye for talent and recognise the unique value each individual brings to the team. 

By prioritising personal and professional growth, together with my colleagues we have created an environment where everyone feels empowered to reach their full potential. IHG's ‘Room to Grow’ initiative aligns perfectly with this philosophy, providing opportunities for development at all levels. I'm proud to be an advocate for this program and to contribute to a culture that values diversity, equity, and inclusion." 

Creating a sense of ‘home’ and elevating the guest experience 

“As well as encouraging a sense of support and family within the team, I also aim to create an atmosphere of ‘home’ within the property for our guests.  

Personally, I love hosting parties and inviting people into my own home and I see luxury hospitality as a similar undertaking - just on a grander scale!  

I’m creative at heart and I focus on those little human touches and attention to detail that can make all the difference. So that’s everything from the decor and ambience of the property, to thinking about how to make bespoke guest experiences.   

Something I like to do for example, is create hand-written welcome cards for regular and repeat guests and personalise these where possible.  

On this note, in line with our drive to becoming a more sustainable property and IHG’s wider ‘Room to Make a Difference’ ethos, we recently launched a wonderful ‘marriage proposal package’.  

An area in the property’s garden is available for couples who wish to plant a tree to commemorate their marriage proposal while at the resort. Returning guests can then visit their tree to remember the occasion and be part of creating an area of natural beauty with a lasting legacy. It’s a joy to bring unique projects such as this to life.  

Our resort’s lush, biodiverse landscape offers a serene setting for nature walks, where guests can immerse themselves in the local flora and fauna. By preserving our natural surroundings, we’re not only reducing our carbon footprint but also creating unforgettable moments for our guests. We believe that sustainability and exceptional guest experiences go hand-in-hand. By incorporating eco-friendly practices into every aspect of our operations, we’re able to offer our guests a truly authentic and meaningful stay." 

One of the elements I enjoy most about working for IHG is that although there are clear guidelines and standards to help properties and teams stay on brand, individuals like myself are also given the scope to showcase their own personality, creativity and ideas. 

Whether it’s building strong connections with my team or adding thoughtful touches that create a sense of luxury, I take pride in bringing my full energy and passion to the role, always giving my very best. 

In terms of what’s next, the role of General Manager is so varied, there’s always more to learn and new challenges on the horizon. As my past experience has taught me, being open to new and sometimes unexpected opportunities can lead to great things - and this approach has helped me find my calling.”