In a candid interview, the Operations Director of Tor Hotel Group shares her inspiring journey of growing up in a family deeply rooted in hospitality. With her great-grandfather founding the company in 1925, she has embraced her role in continuing the legacy, overseeing four diverse properties. Her passion for designing unique guest experiences, combined with her dedication to balancing traditional family values and modern management, drives her daily work. She discusses the challenges of staffing, her admiration for industry leaders like Stephanie Linnartz, and her vision for the future of hospitality, which integrates technology and sustainability.
Can you share a bit about your journey and what inspired you to join the family business?
I grew up in a family of hoteliers; my great-grandfather started the company in 1925, and my grandparents and parents continued the legacy. Much of my childhood was spent living in a hotel during the summer, and the rest of the time, our conversations revolved around the world of hospitality. I’ve always loved hotels and felt they offered a unique blend of creativity. It’s a profession centered on crafting special places, spaces, and memories for people, which is something I always knew I wanted to be a part of.
How would you describe yourself and the work that you do?
I’m the operations director for four very different and diverse properties: a family resort, a small boutique hotel, a historic hotel, and a four-star business hotel. My responsibilities include overseeing daily operations, managing payroll and HR issues, monitoring guest satisfaction, and leading the operational teams. I also design the experiences we offer and work closely with sales and marketing to help each property achieve its GOP goals. There’s never a dull moment, and I thrive on the variety and challenges that come with this role!
What aspects of your role as Operations Director do you find most fulfilling?
What I find most fulfilling as an Operations Director is the opportunity to interact with a diverse range of people and lead teams, helping individuals grow and advance in their careers. Additionally, I love the creativity involved in designing new and memorable experiences for our guests.
What are some of the biggest challenges you face in this role, and how do you address them?
One of the biggest challenges I face in this role is dealing with a lack of good staff and maintaining staff motivation. To address this, I prioritize employee retention and satisfaction, working closely with a great HR team to ensure we create a positive and motivating work environment.
What is your daily inspiration?
My daily inspiration comes from my family. My grandmother, who was the first hotel manager at our resort, set the standard. My father inspires me with his entrepreneurial spirit, my mother with her pragmatism and work ethic, and my sister with her remarkable ability to translate everything into numbers. It’s truly a family business at heart!
As a young leader, how do you balance modern management practices with traditional family business values?
Balancing modern management practices with traditional family business values is something I approach with great care. I deeply value our family’s belief in the “guest first” principle and our pride in offering top-notch hospitality. We also consider many of our employees as part of the family.
I strive to preserve this spirit while integrating modern management tools like hard metrics, spreadsheets, and setting clear goals for everyone on the team. This blend, I believe, gives us the best of both worlds.
Where do you see yourself in 10 years?
In 10 years, I see myself as the CEO of Tor Hotel Group, overseeing a portfolio that includes a mix of both owned and managed hotels.
Who do you admire most in the industry?
I admire Stephanie Linnartz the most in the industry. As the first female President of Marriott International, she has been a trailblazer in a predominantly male-dominated field. Her focus on innovation, diversity, and enhancing the guest experience is truly inspiring. She has demonstrated that it’s possible to drive change and embrace modern practices while staying true to the core values of hospitality. Her leadership style and vision for the future of the industry are things I deeply respect and aspire to emulate.
What is your favorite hotel in the World?
My favorite hotel chain in the world is The Hoxton. I love how it perfectly balances style, comfort, and affordability, creating an atmosphere that’s both relaxed and vibrant. The Hoxton hotels offer a unique blend of local culture and modern design, making each stay feel like an authentic experience rather than just a night at a hotel. They cater to a diverse group of travelers who appreciate good design, excellent service, and a lively social scene, all without the pretentiousness that often comes with luxury hotels. This approach to hospitality resonates with me, as it prioritizes genuine experiences and community engagement.
What do you see as the next big thing in the hospitality industry?
The next big thing in the hospitality industry is the integration of advanced technology to create highly personalized guest experiences. This includes using AI and data analytics to anticipate guest preferences, automate routine tasks, and provide tailored recommendations. Additionally, sustainable and eco-friendly practices are becoming increasingly important, with hotels focusing on reducing their carbon footprint, offering eco-conscious amenities, and supporting local communities. This blend of technology and sustainability is set to redefine the guest experience, making it more seamless, personalized, and responsible.
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TOR HOTEL GROUP, based in Thessaloniki, Greece, operates five hotels: Eagles Palace, a luxurious beachside retreat near Mount Athos; Eagles Villas, a family-run resort in Halkidiki; The Excelsior, a chic art deco hotel in Thessaloniki’s cultural heart; City Hotel, a modern city stay off Thessaloniki’s bustling Tsimiski Street; and ON Residence, an elegant hotel blending historic charm with contemporary luxury in Thessaloniki.
