Carlos Monroy is the General Manager at EM HOTELS, and he brings with him a wealth of experience in the hospitality industry. His skills encompass various aspects of the field, including Food & Beverage, Hospitality Management, Hotel Booking, Hotel Management, and Rooms Division. Carlos has received specialized training in Revenue Management for Hotels, holding a Diplomado from Universidad Externado de Colombia.
Before launching EM Hotels a couple of years ago, Carlos was a part of the “Dorado Plaza” hotel chain. During his tenure there, he leveraged his experience in marketing and brand positioning to enhance the national and international visibility of the hotel chain. Under his leadership, the chain successfully conceptualized, developed, and operated seven hotel properties. However, the hotel chain underwent a division, with one part being retained by his brother, maintaining the name Dorado Plaza. Carlos established his firm, EM Hotels, in honor of his parents, Eduardo and his mother. From this point, EM Hotels began operating hotels in Colombia, including the Cartagena Plaza in Cartagena and the Andes Plaza in Bogotá. Additionally, they started marketing hotels in Colombia, Mexico, and the Dominican Republic. Carlos’s journey in the hospitality industry reflects his dedication and passion for delivering exceptional experiences to guests.
Offering Comprehensive Hotel Solutions
At EM Hotels, the team specializes in providing comprehensive solutions for the conceptualization, construction, development, marketing, and operation of diverse accommodation services across multiple brands and segments. They excel in hotel management and maintain a focus on quality-certified hotels. The primary objective is to achieve guest satisfaction, facilitate the development of the potential of their collaborators, and deliver the highest possible profitability for investors.
The company’s approach revolves around defining the concept of product-service that can yield the greatest returns for investors, taking into account various factors including the market dynamics, location, and the existing as well as prospective competition.
EM Hotels extends its advisory services to investors, guided by the chosen product-service concept. This guidance covers aspects such as architectural planning, technical system design, and technological solutions, all aimed at optimizing the investment, enhancing the hotel’s operational efficiency, and ensuring the safety and security of guests.
Leveraging their knowledge and experience, EM Hotels is adept at achieving increased revenue and cost structure improvements that translate into tangible competitive advantages for their clients.
Their portfolio includes lodging experiences in Colombia, Mexico, and the Dominican Republic, offering a diverse range of options to meet the needs and preferences of travelers in these regions.
Commitment to Lifelong Learning
Carlos holds a strong belief in the continuous pursuit of learning and improvement, both in leadership and business skills. He actively enrolls in courses, seeks new experiences, and avidly reads books that contribute to his growth as a leader in his field. His approach involves viewing “problems” as opportunities for improvement and learning from them.
In Carlos’s view, emerging leaders should possess several key qualities, including patience, a genuine willingness to learn, high levels of engagement, resilience in the face of challenges, and the ability to positively influence others. These attributes are essential for personal and professional development in the leadership role.
Ideas to Bringing Positive Change
Carlos highlights several key areas he would like to see improved in society, the hospitality industry/organization, and people’s lives:
- Invest in building a high-trust culture.
- Train and develop people exceptionally well.
- Effective practices for recognizing employees for jobs well done.
Carlos also emphasizes the importance of going the extra mile to surprise and delight not just guests but also employees. This commitment to exceptional service and a positive workplace can lead to improved experiences and outcomes for all involved.
Navigating Responsibility and Joy in the Hospitality Industry
In his role as a General Manager, Carlos carries the significant responsibility of overseeing the hotel’s performance. Every decision he makes directly influences the operational and strategic outcomes of the hotel. Despite the weight of these responsibilities, Carlos finds immense joy in his daily routine. He derives great satisfaction from witnessing the happy expressions on the faces of both the guests and the hotel’s dedicated team. This knowledge that they are collectively working to provide the best possible experiences for guests is undoubtedly the most fulfilling aspect of his work.
Key Traits for a High Performing Team
Carlos places significant importance on several key traits when considering new team members. These include alignment with the company’s principles and values, possessing the necessary knowledge and preparation, demonstrating leadership skills and proactive behavior, and displaying a strong commitment to learning and contributing to ongoing improvement.
By seeking individuals with these traits, Carlos aims to build a strong and dynamic team that is aligned with the company’s values and committed to achieving success and continuous improvement.
Blending Technology and Personalized Service
Carlos recognizes the high competition within the hospitality sector, as new hotels continue to emerge year after year. To stay competitive and avoid being left behind, it’s crucial to embrace innovation and stay informed about the latest hospitality technology trends. Technology in the hospitality industry primarily revolves around enhancing the guest experience, streamlining operations, creating new revenue opportunities, and improving overall efficiency. Some of the innovations in the industry include “smart” rooms, mobile check-in and check-out, advanced chatbots powered by AI, and the integration of virtual reality, among others. While technology plays an increasingly significant role in the industry, it’s equally important for hotels not to overlook the personal interactions that guests expect and value. Balancing technological advancements with personalized service remains a key consideration in the hospitality sector.
An Inspiring Vision
Carlos acknowledges that the decision to create a new hotel chain and depart from Dorado Plaza was a significant risk. Dorado Plaza had established itself as a well-known hotel chain in the South American hospitality industry. Starting from scratch in such a competitive field is undoubtedly a challenging choice.
However, Carlos is optimistic about the future of EM Hotels. He envisions that within the next five years, EM Hotels will solidify its position as one of Colombia’s most renowned multi-brand and multi-segment hotel marketers and operators. This vision reflects his confidence and determination in leading the company toward greater recognition and success in the industry.
By 2030, Carlos and EM Hotels have a vision of becoming one of Colombia’s most renowned multi-brand and multi-segment hotel marketers and operators. Despite being a relatively new player in the hotel operation and commercialization sector, they bring several years of valuable experience to the industry.
EM Hotels is dedicated to making a positive impact on Colombia’s hotel industry and actively participates in key events, fairs, and forums globally. Their goal is to expand their market presence in foreign countries and further enhance their position in the international hospitality market.
Written by Steve Sanchez.
