From Iran to General Manager at the Kurhaus: Roxana who never gave up
Roxana's journey to success in the hospitality industry is an inspiring story of perseverance, passion, and continuous development. Born in Iran, she began her career in the service industry. She started at the prestigious Kurhaus as Assistant Manager Front Office and climbed to General Manager in just three years. This rapid ascent brought both challenges and opportunities. In this interview, we explore Roxana Tajvar's career, the influences of key mentors, and her vision on leadership and hospitality.
First steps in hospitality
My choice for a career in hospitality is largely due to being born in Iran, where hospitality and food are central. This was ingrained in me by my mother. My first job in hospitality was as a service staff member in a café-restaurant in Dordrecht, where I grew up.
I then did an internship at the Radisson Blu Astrid Hotel in Antwerp, a great city, where I started in 2007. After my internship in 2008, I was offered a job as a receptionist. The emphasis on hospitality at Radisson Blu strengthened my focus on it. It is important to understand the needs of the guest and continuously improve.
The start of a dream career at the Kurhaus
I applied for the position of Assistant Manager Front Office at Grand Hotel Amrâth Kurhaus. I remember going to the beach before my interview, changing into a suit, and having a successful conversation. I knew the building from the outside, but once I entered, I felt honored to work there and achieve a lot together. It was a dream to work in such a prestigious hotel. I started here in 2017, along with some colleagues who still work at the hotel. Seeing their growth process is incredibly motivating.
The ambition to become General Manager
A wish I had from a young age was to become a General Manager of a hotel. I became the General Manager of the Kurhaus at a relatively young age. Such a rapid rise has its pros and cons: you experience all the departments and know the pain points and areas for improvement, but you also have to learn and coach quickly. Fortunately, I have always been open to feedback and hard work has helped me prove myself. What attracted me most to the role of General Manager is creating a good corporate culture and a dynamic team. Working with talented people and seeing them grow is very satisfying. Additionally, it is a challenge and a pleasure to leverage the unique features of the Kurhaus and strengthen its market position.
The core of my leadership
If I were to describe my leadership style, trust, collaboration, and coaching are the three main elements. After working in a different position for ten years, I knew what I expected from a General Manager myself. I want to inspire people not to give up and show that growth is possible. It is about having the right tools and approach to achieve that growth. I hope to be seen as a coaching leader who guides rather than just leads. I have never felt superior to others and have always remained grounded. I always ask for feedback from my colleagues and am open to diverse opinions because this helps make the best decisions. Collaboration is very important to me.
I cannot accept a six, because then the managers will accept a five, the supervisors a four, and the staff a three. Therefore, I must have high standards and strong motivation so that the team follows me in what I want to achieve and adapt.
From pandemic struggles to sustainable success
Corona was the most challenging period in my career. After corona, staff turnover in the hospitality industry became a big problem. I had to come up with ideas to keep the staff motivated, such as offering training, increasing engagement, and promoting flexibility. One of the most challenging projects was making the Kurhaus more sustainable, resulting in the Green Key Gold certification. This required adjustments such as LED lighting, water-saving features, and working with organic products, which increased the workload.
This project is one of the things I am most proud of. Additionally, I am proud of creating a warm and welcoming hotel, despite technological advancements, where personal attention and service remain crucial.
Enhancing hospitality by investing in people
We continue to invest in training our staff because personal attention and service are essential. This fits with the charm of the building and contributes to our warm hospitality. We offer many internal trainings and have two internal trainers. We also use external training or relevant courses. We are committed to staff with talent and passion for hospitality. A completed education is less important to me than a good fit and dedication. If I see that passion, I am happy to give a chance to get started and prove oneself. For the future, we want to focus more on this and think out-of-the-box to attract and develop the best talent.
My main goal is to enhance the guest experience. We always strive for a high level and personalize the guest experience by offering services that meet their needs. It is essential to first understand our guests' expectations. Additionally, we want to reduce our ecological footprint. Although we already have a Green Key Gold certification, maintaining it is an ongoing process. We must constantly comply with rules and regulations to continue our sustainable practices.
The road to success in hospitality
If you want to pursue a similar career in the hotel industry, a strong passion for hospitality and hard work are required. Stay positive, work hard, and set high standards for yourself. Hotels seek the best of the best, and it is about your passion and commitment, not just your diploma. New professionals in the hospitality industry are trained differently than before. If you do not set high standards for yourself, you cannot expect them from others.
My story is about a positive mindset. Do not look for the negative, but always see the positive side. During your work hours, give everything you have. It is about intensity and commitment, not the number of hours. Your standards and values must be high, especially because we work with demanding guests. Respect for your managers, colleagues, and yourself is essential.
Roxana who never gave up
Flexibility, perseverance, and mentorship have been important in my career. Collaborating, adapting, and communicating are essential. I worked in the same department for almost ten years because I enjoyed it, but there was little opportunity for advancement. When a position did not open up, I decided to move back to the Netherlands and start over, which was a real test of perseverance. If I were to write a book about myself, it would be about Roxana who never gave up. There were times when doors closed for me, but I never gave up. When a door closed, I found another way and turned a small window into a full door.
Creative challenges, building a team, and personal growth keep me motivated. Seeing the impact of projects and the growth of team members is very satisfying. I continue to learn and network with other General Managers. I follow developments via LinkedIn, magazines, and trade shows. Flexibility, adaptability, and not being afraid of change are essential.
Important mentors on the road to success
Guido van Dorst, Front Office Manager at Radisson Blu Astrid Hotel, had a great influence on my basic knowledge. The standards, values, and respect that he and the team upheld, as well as their hospitality, were of the highest level. Much of what I apply now as a manager, I learned from him. When I was Operations Manager at the Kurhaus, I did not have a General Manager. David Dreese, General Manager of the Amrâth hotel group, guided me during that time and helped me grow calmly into the role of General Manager. He had an office at the Kurhaus and taught me a lot about effective management. I am proud of my rapid rise from Assistant Front Office Manager to General Manager. In recent years, we have welcomed many renowned guests, which gives me a lot of satisfaction.
Are you interested in a challenging career at the prestigious Grand Hotel Amrâth Kurhaus in The Hague? Then discover the career opportunities.