lagniappe
Laura
Castagnini
general manager , Hilton Barra , rio de Janeiro
Brazil native Laura Castagnini has spent her career working for Hilton Worldwide in some of the hottest markets in Central and South America . She has logged time in São Paulo , Curaçao and Costa Rica , not to mention serving as general manager at Hilton Lima Miraflores , the first Hilton in that country . Castagnini ’ s next challenge will be managing the opening of Hilton Barra , Rio de Janeiro in the fourth quarter of this year .
What is your hotel pet peeve ? Buffet items with no labels . We should not assume our guests will know what we are serving .
What is your favorite travel item ? Tennis shoes . The cities I enjoyed visiting most were the ones where I was able to go for long walks : Paris , Barcelona , Shanghai , New York , Rio , Buenos Aires , Lima …
What is the best idea you have ever stolen ? When I was in China , every time I asked for a taxi at one of our hotels , the doorman would hand me a card — written in both Mandarin and English — that listed the main points of interest in the city . This was a simple solution to the communication obstacle . I have introduced this idea for my guests in Latin America .
What was your most embarrassing moment on the job ? While a trainee , I was traveling from Canada to Ecuador for my first regional meeting . During my stop in Miami , a former colleague who worked for the airline upgraded me to first class . While I was sitting in first class , senior executives boarded , saw me , greeted me … and continued walking to coach . No one ever asked what I was doing in first class , but it was so embarrassing .
Why did you choose to work in hotels ? When I was 12 , I saw an ad for a hotel school in Switzerland . It sounded so glamorous , so I told my parents I wanted to be a general manager of a hotel . Now , I cannot think of another industry that can blend business skills , people engagement and sincere hospitality so well .
If you weren ’ t a hotelier , what would you be ? A diplomat .
What is your favorite hotel ( other than your own )? Conrad Maldives — the hotel closest to paradise I know . A personal concierge created an agenda for me that included diving , enjoying the spa and having dinner at the undersea restaurant Ithaa — a once-in-a-lifetime experience .
What is your best professional experience ? My first hotel opening as general manager — Hilton Lima Miraflores in Peru . The sense of pride you share as an opening team is priceless . It was very hard to leave that great group of people .
80 HOTELS July / August 2014 www . hotelsmag . com