To meet the client’s expectations,
you need to hear not only listen,
need to empathize not only
understand.“
EMMA
KHASHMANYAN
SENIOR SALES MANAGER AT
COURTYARD BY MARRIOTT ST. PETERSBURG CENTER WEST/PUSHKIN HOTEL
Before joining Armenia Marriott Hotel Yerevan, you
worked in a travel agency. How do you think working
in the tourism industry helped you to succeed in the
closely related hotel industry?
It’s all about connections and mentality. Working in
one of the leading travel agencies, which is specialized
in incoming, MICE and VIP tourism gives you priceless
opportunity to explore all the hidden corners of your
country, to get in touch with different (not always easy-
going) people and fall in love with Armenia. Thereafter
the decision was made – all my career path needs to
be related to the development of my homeland or
highest level of representation of Armenia abroad.
With this mindset 3 years ago I started my career with
Marriott International as a Sales Executive in Armenia
Marriott and now I am here in Courtyard Pushkin Saint
Petersburg as a Senior Sales Manager.
As you already mentioned were recently promoted
to Senior Sales Manager at Courtyard by Marriott
at St. Petersburg. Please share with us your experi-
ence working for two countries: what are the differ-
ences and similarities of working in Armenian versus
Russian markets.
I am thankful to my company for the opportunity I’ve
been granted, as these two markets are so different
from a Sales perspective. Saint Petersburg is the 4th
biggest city in Europe with a population of 5.5 mil-
18 • HOTELIER • wwww.hoteliermagazine.net •
lion people after Istanbul, Moscow, and London. This
means that the potential is huge here and indus-
tries we are working with are so different – Oil & Gas,
Retail, Logistics, etc. Sanctions against Russia over
Ukraine crisis, of course, reflected on some segments
as Embassies and Consulates, but overall if in Yerevan
I have built a nice friendship with all the main players
of Armenian business & travel industry, hereafter 3
months I hardly know even 10-15% of the market.
We know that working in a sales department for a
hotel can be very interesting yet, sometimes, can
be also very challenging. Please describe a day in a
salespersons’ life in a hotel.
My morning starts with something sweet to keep the
balance of endorphins in stressful situations. Then
comes participation in morning briefing and check-
ing of arrival lists, site inspections and meetings in and
out of the hotel, endless emails and calls. Needless to
say, Salespersons are available 24/7 and this is a good
chance for me to express my gratitude to my friends
and family for their understanding and support.
How did you choose to work in the tourism and hos-
pitality sector at the beginning? Tell us more about
how you decided to enter this field?
I was 3 y.o. when my Mom and Grandpa showed me
the huge world map on the kitchen’s wall and after
a few months, I’ve memorized all the capitals of the