Interview
Martina Pfenninger
Hello Martina,
It’s an honor for us to welcome you to our interview series. You’ve had an impressive career in the hotel industry, most notably as Human Resources Director at Bellevue Parkhotel & Spa Adelboden. We look forward to sharing your experiences and perspectives with our readers.
To begin with, could you tell us how you got your start in the hospitality industry and what motivated you to specialize in human resources management?
Ever since I was a child, I’ve been fascinated by the hotel business. In fact, it was clear to me that I saw my professional future in this sector. This began with a commercial training course in the hotel industry, after which I was definitely “infected by the industry virus”!
After my training, I continued to develop and deepen my professional knowledge, especially in reception and later in the F&B field. I also worked in the catering sector. After a long period in charge of banquets and events, I came into contact with HR by chance. I liked it so much that I accepted a position as HR Manager in Adelboden.
In your opinion, what skills, qualities and personality traits are essential for success and fulfillment in the industry?
In my opinion, the absolute priority is the pleasure of hosting. Skills can be learned, but not hospitality from the heart! You have to have it in your blood and be passionate about it. You have to be able to reach out to people and have the sensitivity to respond to their wishes and needs. The typical host is probably a bit extroverted and puts his or her job first. What’s exciting about the hotel business is that you have so many opportunities to develop yourself.
As Director of Human Resources at Bellevue Parkhotel & Spa Adelboden, what are your main responsibilities and how would you define your approach to HR management in a four-star superior establishment?
My work here at the company is very varied and exciting. No two days are alike! A large part of my job involves recruiting new employees. The shortage of qualified staff has made this situation even more acute. It’s absolutely essential to know which channels to use and how to present yourself to the right people. That’s another reason why a visit to your hotel school is so important to us.”
“The main tasks also include taking account of staff requests and needs, onboarding and offboarding staff, payroll accounting, insurance, etc. Regular contact with hotel management and departments is also an integral part of the job.
To meet the requirements of a superior 4-star hotel, we need to raise staff awareness and ensure that they all meet the high standards we expect.
Your hotel is 123 years old, and was one of the first hotels built in Adelboden in 1901. How do you adapt the hotel's offerings to the changing needs of the industry?
The Richard family has always remained true to its line and traditional standards, while evolving with the times.
It’s only through regular, personal exchanges between guests and management that we can identify guests’ needs and constantly adapt our offering. Our guests’ feedback and evaluations seem to confirm that we’re doing just that.
What are the biggest trends you're seeing in the industry?
Customers are increasingly short-term thinkers, expecting spontaneity and flexibility from their hotels. They still value quality service and want to feel welcome as guests.
We take into account current trends such as healthy eating, digital detox and health, and integrate them into our offering. Every customer wants a unique experience, because that’s what true luxury is all about today. Personalization and individuality have become key elements in satisfying our customers’ expectations.
“In our opinion, the most important qualities of young female students are the pleasure of working in the sector and the ambition to evolve and learn new things.”
We had the chance to get to know you at the EHG Business Forum. Why do you recruit EHG students for internships?
We’ve been working with your school for a long time and have been able to train young students. As we’ve always had good experiences with them, it’s natural for us to visit the EHG Business Forum on a regular basis. In our opinion, the most important qualities of young female students are the pleasure of working in the sector and the ambition to evolve and learn new things. And, of course, a passion for direct contact with guests and team spirit.
If you had to choose three words to describe these candidates, what would they be?
Professional, dynamic leader, charismatic
Do you think that climate change could one day affect the number of visitors to your mountain hotel?
That’s right! We’re already seeing a clear trend towards “summer vacations”! Particularly when cities are experiencing increasingly unpleasant summer heat, short-term bookings of “heat refugees” are multiplying here. In a way, I think the mountain hotel business is benefiting from climate change. In the meantime, we’re seeing occupancy rates almost as high in summer as in winter.
What advice would you give to students at the École Hôtelière de Genève who are just starting out in the hotel business?
Immerse yourself in the unique atmosphere of a hotel and apply your professional knowledge with enthusiasm. This sector offers infinite returns and is an enriching and valuable experience for life. Career development opportunities are numerous and open many doors. Be curious, develop your skills and take every opportunity to learn and grow in this dynamic industry.
