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Mr. Jordi Caralt Coloma, current Corporate General Manager of Hidden Away Hotels, began his professional career graduating in hotel management and tourism at the prestigious EHTSI. Subsequently, he obtained a master’s degree in tourism and hotel management at the University of Glion. Throughout his career, he has complemented his education with several courses and postgraduate degrees, including two management programs at IESE. His solid academic background and experience have led him to occupy important roles in the hotel industry.
After completing his training, and with various courses and postgraduate degrees under his belt, he took on the general management of prestigious hotels at a young age. These include establishments in countries such as Mexico, Cuba, Oman and Beirut, as well as the renowned Princesa Yaiza 5* GL hotel in Lanzarote. His experience also includes the management of emblematic hotels such as the 5* Áurea Ana Palace in Budapest, the 5* Gran Hotel La Toja and Almenara Golf Sotogrande.
Currently, Mr. Caralt feels fully fulfilled in his position at Hidden Away Hotels, a boutique chain with great projection both nationally and internationally. The chain’s hotels, all of them 5* GL, are located in the historic centers of key cities in Spain, such as the Gran Hotel Inglés in Madrid, Gravina 51 in Seville, Seda Club in Granada and Posada Terra Santa in Mallorca. In the interview, Mr. Caralt previews his next major international project: the opening of a new hotel on Lisbon’s Golden Mile, thus reinforcing the chain’s expansion.
Embarking on a Journey at Hidden Away Hotels
With over two decades of expertise in hotel management, Jordi values the opportunity it gives him to turn a guest’s stay into an unforgettable experience every day. Dedication, trust, and passion unify the team at Hidden Away Hotels, and these are the values that matter most to him.
Hidden Away Hotels was founded by Mrs. Carmen Cordón and Mr. Ignacio Jiménez, who have turned their dreams into reality with clear plans for national and international projection and expansion.
“From the first day, it was clear to me that it was a place where all the work, effort, and enthusiasm have a place where their products are symbols of doing things well, not to mention the immense human quality of their owners,” explains.
Evolution in the Leadership Style
It is difficult to define Jordi’s leadership style individually. He strives to lead in a democratic, transformational, and charismatic way, inspiring and motivating the team to commit to the vision of the hotel.
Focusing on the personal and professional development of the employees allows them to feel part of the company’s mission and vision, motivating them and making and ensuring optimal performance.
Jordi was always clear about the style of ‘leader’ he wanted to be, and his experience allowed him to understand the kind of effective, empathetic, and motivating leadership that works with the rest of the employees.
“The participation of each of my collaborators is essential, and above all, they always have the focus on how to improve. Continuous improvement makes us grow as a whole,” he shares.
Nurturing a Strong and Cohesive Team Culture
Jordi and his team members employ three key strategies to promote a positive culture:
Open and transparent communication: Every day Jordi meets with operational staff and management for updates. This helps improve the relationship between staff and avoid problems in the short and long term.
Professional development: Learning and training are continuous parts of Hidden Aways Hotels. They have developed a program to allow department heads who move within the different hotels.
Shared values and vision: The leadership team defines and communicates the company’s values and vision to keep all the employees aligned with the company’s mission.
Furthermore, Hidden Away Hotels has agreements with several universities to attract talent; they even have a scholarship program for the best student of the promotion.
Mentoring and Developing Future Leaders
Jordi believes the future leaders of Hidden Away Hotels need to be fully aware of everything that goes on behind the scenes and the hard work that has shaped the company over time. The path may not be easy, but it is certainly rewarding. Hotel management is a vocation that requires dedication, but this passion must be nurtured. New leaders must grasp this concept by being actively involved in the tasks they wish to master, receiving constructive feedback, and having their accomplishments recognized when appropriate.
“In my case, I have been in the industry for more than 20 years, knowing many countries, diJerent hotels, cultures, and ways of working. I constantly transmit this to the teams,” remarks Jordi.
Initiatives to Enhance Operational Efficiency
Hidden Away Hotels operates by placing the customer at the center of its business and making it clear that this is non- negotiable. The second step is maximum management control.
Jordi explains, “Control of our supplies, employees, competitors, demand, profit and loss accounts, and resources. Only when you have all your key points located, controlled, and in the spotlight are you able to anticipate all possible problems that may arise, as well as to react more quickly when they occur and to constantly work on improving the company’s hotels.”
Encouraging Sustainable Practices in Operations
At Hidden Away Hotels, the team is diligently working to implement new sustainability initiatives. The company is part of the ecological program of The Leading Hotels of the World and has introduced various practices across its hotels to prioritize environmental well-being.
Jordi further highlights, “In the last two years, we have eliminated all the single-use plastic we had in our rooms and the common areas of our hotels. In addition, we are committed to local gastronomic proposals, using local and organic products that in turn bring the customer closer to our culture through responsible sustainable practice.”
The Significant Trends Shaping the Industry
Jordi believes sustainability, social commitment as a company, personalized experiences, and digitalization and technology are the significant trends shaping the hospitality industry. Hidden Away Hotels is a ‘young’ product, with a team of employees who are always up to date with the latest trends and changes in the sector.
An Edge Over the Peers
Hidden Away Hotels’ biggest difference is its employees, their training, and, above all, their focus on the customer. They are attentive to any kind of need that the guest may have at all times.
It is no coincidence that all its hotels are listed in the TripAdvisor ranking as ‘the best hotels in each city’. What the clients highlight the most is the personal treatment they receive in each of its hotels.
Hidden Away Hotels focuses on the personalized experience of its guests, making them feel at home, and ensuring they take care of every detail of their stays.
Looking Forward to the Future
Hidden Away Hotels has been on a successful trajectory over the years. Currently, it is involved in a wonderful project located in the Golden Mile of Lisbon (Portugal). This will be a 5-star hotel complex featuring 53 rooms, restaurants, a terrace with a swimming pool, and a luxurious spa. This marks Hidden Away’s first international project, a significant decision that has had a profound impact on the company. This has sparked a drive to continue expanding and explore future expansion plans.
Over the next few years, the goal is to expand the rental business in cities that align with their brand, focusing on hotels between 40 and 70 rooms with 5-star ratings, prime locations in the city center, and buildings that hold captivating stories and undeniable charm.
Emerging Technologies in the Hospitality Industry
Artificial intelligence, robotics, and service automation are becoming more widely adopted in the hotel industry. Hoteliers should see these technologies as opportunities rather than threats, as they have the potential to greatly enhance the guest’s experience. For instance, voice- activated light and temperature controls in rooms and in- room tablets provide guests with 24/7 real-time services. Additionally, AI can optimize revenue management by predicting demand. With proper management and control of these tools, hoteliers can fully maximize their benefits and improve overall efficiency.
Leveraging Technology to Enhance Guest Experiences
At Hidden Away, the clients can book any type of service and contact any department without leaving their rooms. High-tech televisions display a virtual hotel menu, providing customers with comprehensive information. Additionally, a 24-hour system is available to assist guests with their needs at any time.
Long-term Goals for Hidden Away Hotels
The company aims to be recognized as a leader in the hospitality industry for its innovation, quality, and dedication to excellence in the hospitality landscape. The team aspires to expand its presence globally while maintaining its commitment to authenticity and exclusivity and becoming the first choice for those seeking extraordinary and personalized experiences. The key to achieving this is the constant work and dedication of the management and all the employees.
Upcoming Challenges for Hidden Away Hotels and Their Solutions
The hotel sector continues to grow, with more people traveling and an increasing number of places to do so and where to rest on these trips.
“I am talking about hundreds of openings of tourist accommodations, hotels of lower and higher categories. All this is growing at an exorbitant rate. But I can safely say that they are not a real threat to Hidden Away Hotels,” remarks Jordi.
Hidden Away will continue to focus on its unique value proposition, highlighting its exclusivity, attention to detail, and personalized experiences.
Jordi concludes by saying, “I want to end warmly thanking all the wonderful team that makes up Hidden Away Hotels, both on the corporate side and in the operations of all our hotels, and above all, I want to thank Carmen Cordón and Ignacio Jimenez for allowing me to lead this wonderful project.”
