Can you please introduce yourself?
I am Conchita Tovar Borrajo, director of the Hotel Puerta de las Granadas, a 3-star boutique hotel located in the city of Granada and owned by my family. I discovered this sector 13 years ago, and I have become passionate about it.
I love interacting with customers, surprising them, paying attention to details… I feel privileged to be part of unique customer experiences and to create lasting memories for them. I also enjoy music, reading, spending time with my family, and friends.
What is your greatest professional achievement?
I feel fortunate to work in something I enjoy and that excites me. When customers leave the hotel happy, mentioning that their stay was excellent, and appreciate the work of each department, it’s the best reward. Seeing them return here is also a great joy.
And what is the most challenging part of your job?
Managing personnel and finding qualified staff.
Can you tell us about your first experience with Revenue Management?
At Hotel Puerta de las Granadas, we had been practicing Revenue Management for a long time, without knowing it was called that, or that we were doing it, hahaha. I remember that my father taught me, among many other things, as soon as I joined, to reserve the last rooms for sale directly over the phone or by email on important dates like holidays and Easter. Or to maintain minimum stays on distribution channels, but not for direct sales. Later, after completing the Revenue Management Advanced Program and the Hotel Management Master’s at FORST, I realized these were revenue strategies.
And your best experience with RM?
Implementing the revenue strategies, I learned and, among many other things, increasing direct sales on the hotel’s website by an additional 15%, thereby reducing the intermediary costs we had previously.
Where were you 10 years ago? And where do you see yourself in 10 years?
Ten years ago I was just starting my experience in the tourism sector. After 8 years in the banking sector in Madrid, my father, who has been the manager and director of the hotel since 2004, offered me the opportunity to return to Granada, switch sectors, and work on a wonderful project to expand and reclassify the hotel. So, I hopped on board, fell in love with the industry, and here I am.
And in 10 years I would like to still be passionate about this profession, managing this hotel with more years and more experience, and to have achieved my professional dream: “To make the Hotel Puerta de las Granadas a benchmark establishment in Granada for its quality and excellence in service, not only in the accommodation sector but also in the restaurant sector.”
Keyword : Conchita Tovar, hotel, RM, Revenue Management, Spain