How 1st female GM got hotel back in shape
After decades in the hospitality industry, Odette Huang found herself content supporting her husband at Fire Lake Grill in Tagaytay. But as COVID restrictions eased, a tempting offer emerged: the general manager (GM) position at Joy Nostalg Hotel and Suites in the Ortigas Business District.
Huang possessed the perfect qualifications for the owners. A Filipina hotelier with extensive sales and marketing experience, she embodied the qualities that Jacinto Ng Jr., the hotel’s owner, believed crucial for hospitality leadership: being nurturing, empathy, attention to detail and discipline—traits, Ng believed, that women often possess innately.
His belief stemmed from positive experiences with female managers in his other business ventures. He noticed his other businesses thrived with female leadership.
“The hotel had never had a woman GM,” Huang adds.
Research supports Ng’s intuition. Studies have shown that companies with more women in executive positions tend to outperform those with fewer.
Daunting task
Taking the helm in March 2022, Huang faced the daunting task of reviving Joy Nostalg, managed by global hospitality giant Accor, from the unprecedented battering of the pandemic. Her mission: restore the hotel’s competitiveness, generate income and ensure its continued success.
Fortunately, the hotel had a silver lining during lockdowns. With 100 long-staying guests, Joy Nostalg was able to retain its staff. This loyalty proved invaluable in the recovery.
“In 2023, Joy Nostalg achieved its best financial performance in 14 years,” Huang says. “This translated to higher service charges for our employees as part of the hotel’s overall recovery. We recaptured previous clientele and attracted new ones. We also revamped our food and beverage offerings.”
Huang’s strategic approach, focused on regaining market share and staying relevant, has demonstrably paid off. “Everything we did was geared toward ensuring we remained top-of-mind and delivered exceptional experiences to our guests.”
While delivering results to the owners is paramount, Huang recognizes the equal importance of fostering a positive work environment for the employees—the “Heartists,” a term used throughout Accor hotels that blends “heart” and “artist.”
Positive work climate
“Hospitality is a work of the heart,” Huang explains. “It’s about creating meaningful interactions and experiences for guests. It’s not a one-size-fits-all approach. Like artists, Heartists are empowered to be innovative and inject their personalities. We do this not just for our guests, but also for ourselves, the internal guests. We strive for genuine, creative and fun interactions.”
The hotel prioritizes a positive work climate through various initiatives. Throughout the year, it offers health-focused talks for employees, addressing topics such as womanhood phases in time for Mother’s Day and breast cancer awareness with a doctor’s lecture in October.
Staying motivated is key, and the Heartists have access to short, daily training modules delivered through an Accor mobile platform. These modules allow them to connect with frontline teams across 12 countries, sharing best practices, updates, and insights to enhance guest interactions.
Beyond fostering a positive work environment, Huang is enthusiastic about promoting inclusivity within the industry. Accor’s “Talent Reveal” program exemplifies this commitment.
“This program is a social elevator,” Huang explains. “It provides opportunities for individuals without formal degrees who possess the drive and potential to advance. Through a 10-month online coaching program, they learn the fundamentals of hotel management, opening doors to future growth within Accor group. After all, several of our current general managers rose through the ranks themselves.”
Recognizing the well-being connection to exceptional service, Joy Nostalg prioritizes employee wellness. To combat post-holiday weight gain, the hotel offers a fun “Biggest Loser” competition with a professional coach in January.
Throughout the year, activities such as Zumba and yoga classes encourage physical activity. Basketball fosters camaraderie not only among employees, but also with long-staying guests who are invited to participate.
Plant-based meals
Even mealtimes contribute to a healthy and energized workforce. The hotel cafeteria provides light, balanced meals featuring daily vegetables, grilled fish, lean meats, salads and fresh fruits. This approach ensures Heartists have the stamina to navigate their busy schedules.
Sustainability is another key element in Joy Nostalg’s success story. The hotel prioritizes providing a luxurious experience while minimizing environmental impact. This translates into measures such as eliminating single-use plastics and opting for eco-friendly alternatives such as bamboo toothbrush frames and key cards.
In dining, Joy Nostalg doesn’t just cater to traditional tastes. The afternoon tea takes a detour with a plant-based set featuring savory vegan club sandwiches, bean and quinoa sliders, and sweet treats such as banana scones with vegan cottage cheese.
This menu caters to the growing demand for plant-based alternatives, while its wellness stay package offers a chance to unwind with a Swedish massage, natural toiletries and access to the heated indoor pool, gym and studio.
The buffets at the Nostalgia Lounge and Bar cater to a diverse clientele. Huang explains. “We have guests who enjoy a variety of cuisines, while others might be following specific dietary restrictions. Business travelers often seek healthy choices,” she says.
“Even breakfast goes beyond the usual yogurt and fruit spread,” Huang says. Long-staying guests appreciate the variety, including Indian curries, congee, salads and dishes featuring vegan Spam.
“People who wouldn’t normally consider plant-based options are happy to discover them at our buffets,” Huang observes. “Long-staying guests are particularly grateful for the healthy choices we offer. This positive feedback motivates us to keep innovating.”
