Investing in people leads to happy teams and outstanding guest experiences

Como o 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. Tendo trabalhado anteriormente na Europa, América do Norte e do Sul, Maarten agora aproveita sua considerável experiência para inspirar excelência e lead teams across four hotels within the IHG portfolio in the Portugal market.

Para atingir os mais altos padrões, Maarten acredita que o desenvolvimento de talentos e a criação de uma cultura positiva para os funcionários são a base para oferecer a melhor Experiência do hóspede da categoria.

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.

Mas, em última análise, o sucesso depende das relações humanas. Para isso, trabalho em estreita colaboração com a minha equipe no InterContinental Lisbon, bem como com os gerentes gerais de cada um dos hotéis que supervisiono, para garantir uma comunicação aberta e criar respeito e confiança mútuos.

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.

Devido ao trabalho árduo e ao comprometimento, as equipes conquistaram muitos prêmios e elogios por nossas propriedades. Isso incluiu ser nomeado como “Ótimo lugar para trabalhar” e um dos “50 melhores lugares para trabalhar em Portugal”.

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.

Em setembro deste ano, nossos funcionários tiveram a oportunidade de participar do mês “Giving For Good” do IHG, no qual colegas podem receber um dia de folga remunerado para trabalhar com uma instituição de caridade ou uma causa digna. Como parte disso, estimamos que, por meio de atividades e eventos patrocinados, conseguimos fazer a diferença em 2.200 vidas na comunidade local.

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, que cria refeições para pessoas que não conseguem se sustentar sozinhas. Conseguimos reduzir o desperdício de alimentos do hotel e ajudar os necessitados no processo.

De acordo com a ambição do siteJourney to Tomorrowdo IHG, todas as propriedades que administro também receberam a 'Green Key Certified' e nomeamos a equipe associada para fazer parte do nosso 'ComitêGreen Engage ', responsável pela implementação de novas ideias e formas de trabalho amigáveis ao planeta."

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.

Ao longo dos anos, vi muitos hóspedes retornarem às propriedades que gerenciei e também fiz grandes amizades. É claro que todos esses hotéis são lugares maravilhosos, com ótimas instalações em locais fantásticos, mas são as interações com a equipe e a conexão emocional que fazem a diferença.

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.”