Luxury Lifestyle Awards has selected its premier Top 100 Hotel General Managers of the World, 2023, and among the distinguished honorees stands Ms. Elena Orru’, the respected General Manager of The Pavilions Phuket. Her extensive expertise and remarkable contributions to the luxury hospitality sphere have solidified her place as an industry luminary.

Since assuming leadership of The Pavilions Phuket in August 2022, Ms. Orru’ has steered the resort towards world-class distinction. Her journey through renowned hospitality destinations like Akaryn Hotel Group, Hotel Nikko Saigon, and prestigious London properties, coupled with her passion for delivering noteworthy guest experiences have all shaped the leader that she is today.

We spent some time with the award-winning GM to learn more about her professional journey, her unique managerial style, and how she’s helped The Pavilions Phuket become a leader in the luxury hospitality industry.

Luxury Lifestyle Awards: First of all, Elena, we’d like to congratulate you on being selected as one of our Top 100 Hotel General Managers of the World, 2023! What does this victory mean for you?

EO: I extend my heartfelt gratitude. This recognition holds a significance beyond words. Firstly, my sincere thanks to my dedicated teams. Their unwavering support and passion are indispensable, and I treasure each day we dedicate to innovation and excellence.

Secondly, I am deeply honored and humbled to stand among the select female leaders, General Managers globally, acknowledged for their relentless efforts. Representing the voice of a woman fills me with immense pride. I share the belief that hard work and passion are powerful catalysts, capable of overcoming obstacles and paving the way for leadership through example and distinction.

LLA: Your journey in the hospitality industry has been quite diverse. How have your experiences across different renowned establishments shaped your approach as a General Manager at The Pavilions Phuket?

EO: I class myself as a leader with a 360 approach which involves the questioning of the status quo, to go above and beyond the 5* hoteliers handbook. If we wish to distinguish ourselves within the luxury hospitality industry, it is no longer enough to tick the boxes and the must haves as prerequisite for employment.

I count myself fortunate to have gained exposure to diverse management philosophies worldwide. Mentored by forward-thinking leaders, I’ve had the opportunity to evolve and thrive within the industry. This rich global experience has been instrumental in shaping my perspective and approach, providing me with unique insights that set me apart in the dynamic world of luxury hospitality.

LLA: Your career trajectory wasn’t conventional, starting from a teenager’s aspiration to work at the Hilton in Frankfurt. How has this unique journey influenced your leadership style and your approach to cultivating a high-performing team?

EO: During the early stages of my career, I knew that I always had to add experiences to stay competitive. Therefore, I had additional work placements in other luxury hotels within a different department – just to gain that extra knowledge and to explore my skillset. It allowed me to early on focus on adaptability, efficient knowledge expansion, and resilience.

This mindset continues to date, I continue to be eager to learn and develop which results in additional pro bono work with certain key institutions within the industry.

LLA: Could you share a pivotal moment or experience that significantly influenced your perspective on luxury hospitality and its evolution over the years?

EO: Technology and its importance for the industry.

Looking back at pre-COVID, I was working for Akaryn Hotel Group, which has always been very visionary and forward thinking, I realized that I was already part of the early adaptation of technology such as a pocket Concierge which has been noticed in Phuket since post COVID and hotels are slowly adding this type of technology.

Especially in 2023 with Chat GPT many hospitality industry professionals just started to realize the positive impact technology can make when it comes to operational improvement combined with guest satisfaction.

LLA: As the leader of The Pavilions Phuket, what initiatives or unique elements have you introduced to ensure an exceptional guest experience in such a competitive market?

EO: Our own luxury resort pajama collection which is inspired by our unique bamboo tunnel entrance and was designed by Bangkok-based artist, Fuanglada Verdillon hand painted the collection’s whimsical motif of verdant Thai bamboo and golden dragonflies in her realistic watercolour style. The fabric used in the collection is an innovative blend that uses 50 percent sustainable bamboo, giving it more sheen than plain cotton.

LLA: Your managerial style emphasizes transparency, trust, and leading by example. How do these principles resonate within the culture and operations of The Pavilions Phuket?

EO: Every day is a new journey and we as a leader have the possibility to positively impact our daily operations and teams. Even on extraordinarily busy days, I will ensure to meet and greet guests either at breakfast or whilst walking through our wonderful lush green jungle and share some local recommendations and more.

It is the little touches and genuine caring approach combined with the world famous Thai warm smile that sets us apart.

LLA: In your opinion, how does The Pavilions Phuket distinguish itself from other luxury hotels?

EO: There are three words that come to my mind – Innovation, uniqueness and warm service. The Pavilions Phuket is more than just your usual 5* hotel. Our team will make you feel part of our family by merging with the local culture, traditions and food.

LLA: Your vision for a more accountable hospitality industry involves advocating for stricter sustainability practices. What specific measures or strategies have you implemented at The Pavilions Phuket to align with this vision?

EO: It all starts with our team embracing and learning daily how to practice sustainability. Our Executive Chef is looking after 0 waste initiatives whilst our human resources team has been leading a Green Wednesday initiative to improve and clean our property. The Chief Gardener created a flower nursery, and we started growing our own plants to maintain our property.

LLA: Luxury, as you mentioned, transcends material possessions. How do you infuse this philosophy into the personalized experiences offered at The Pavilions Phuket?

EO: Every person perceives luxury differently, therefore it is vital to understand each and every individual’s needs.

However, thinking just about luxury that is not a material possession – time and health are what some might have forgotten. Our guest’s time is precious, and they come to relax and unwind, here it is key to give both seamless and efficient service – famously anticipating the guest’s needs as well.

LLA: Could you share a success story or instance where your leadership and innovative strategies led to a significant improvement or enhancement at The Pavilions Phuket?

EO: Introducing the pocket Concierge called Handigo was a key improvement that I implemented with the team. Systems are only as good as the user and input of the data, yet we have managed to improve the efficiency of service staff, communication with guests and expedite delivery of service whilst improving hotel revenue.

LLA: Looking ahead, what trends or changes do you foresee in the luxury hospitality sector?

EO: The world is ever changing and so is the luxury hospitality industry. Technology is moving fast, and early adapters can make key improvements for their hotel and teams if right choices are made.

Luxury travelers and their expectations will also evolve further, however there are certain basics of the industry that will not go out of fashion – genuine and great service with a smile, effective communication and execution of a request for example.

LLA: As someone deeply passionate about delivering world-class guest experiences, what advice would you give to aspiring hospitality professionals aiming to excel in the luxury segment of the industry?

EO: Be hungry for knowledge, adaptable and strive for the best.

Thank you for your time! We look forward to following your journey further.