Business Leaders interview: Stefania Banfi

Tell us a little about yourself and your business.

I am the Resort Manager at Mercure Kooddoo Resort in the Maldives, where I oversee the operations of a luxury adults-only resort. I manage a team of department heads and work closely with my General Manager to ensure all aspects of guest services, finances, and team performance meet the highest standards. My role also extends to maintaining the resort’s sustainability efforts, including our Green Globe certification.

What motivates you in your work and what do you find most fulfilling about being a business leader?

I am motivated by the opportunity to create unforgettable guest experiences while driving the success of my team. The most fulfilling part is seeing the growth and development of my team members and witnessing how operational improvements and innovative strategies positively impact the guest experience and the resort’s reputation.

How did you develop your leadership skills and how would you define your leadership style?

My leadership skills have been developed through hands-on experience, mentorship, and constantly learning from each challenge. I would define my style as collaborative yet decisive. I believe in empowering my team by giving them the autonomy to make decisions, but I remain involved to guide and support when necessary.

Innovating is crucial in our very diverse industry. How do you stay ahead of trends and incorporate them into your global strategy?

Staying ahead of trends involves constant research, networking with industry professionals, and analysing market data. I also focus on personalizing the guest experience, such as implementing unique spa treatments and creating memorable dining experiences, to differentiate our resort from competitors.

What do you consider to be the key component(s) of effective business operational development?

The key components are clear communication, a well-trained and motivated team, and a commitment to continuous improvement. Monitoring performance through guest feedback and financial metrics also plays a crucial role in shaping operational strategies.

How do you approach identifying areas for improvement within a company’s operations?

I approach this by regularly reviewing performance data, analysing guest feedback, and staying in close communication with department heads. I also encourage an open environment where my team feels comfortable suggesting improvements.

Where do you think the most promising investments should be focusing on and/or made on?

I believe the most promising investments should focus on sustainability and enhancing guest experiences. For example, initiatives that promote eco-friendly practices and unique guest experiences will not only benefit the environment but also enhance brand reputation and profitability.

What is or are your biggest career achievement(s)?

One of my biggest achievements is leading the resort through obtaining the Green Globe certification, which has strengthened our commitment to sustainability. Additionally, I am proud of the consistent improvements in guest satisfaction, thanks to the initiatives my team and I have implemented.

Do you have examples where your leadership made a difference? If so, what were they?

A notable example was when I led my team through significant operational challenges during resort renovations. By maintaining clear communication and staying focused on guest satisfaction, we were able to minimize disruptions and maintain high service standards.

What’s the most important leadership lesson you’ve learned?

The most important lesson I’ve learned is the power of listening. Understanding the concerns and suggestions of both guests and team members leads to better decision-making and fosters a positive work environment.

How did you identify and seize opportunities for advancement in your career?

I have always been proactive in taking on new responsibilities and looking for areas where I can contribute beyond my job description. This, along with building strong relationships with mentors and colleagues, has helped me advance in my career.

Have you achieved everything you wanted in your career so far?

While I am proud of my accomplishments, I believe there is always room for growth. My goal is to advance to the position of General Manager, where I can take on greater responsibilities and continue driving innovation within the hospitality industry.

How important is personal development to your success, and how do you approach it?

Personal development is critical to my success. I approach it by constantly learning, whether through professional training, attending industry conferences, or simply reflecting on daily experiences and lessons.

How do you prioritise tasks when everything feels like a priority?

I prioritize tasks by focusing on what will have the most significant impact on the business and the guest experience. I also delegate responsibilities to trusted team members when appropriate, ensuring that all areas are managed efficiently.

What was the hardest decision you have taken as a leader?

One of the hardest decisions was restructuring certain departments to improve efficiency. It involved making difficult personnel changes but ultimately resulted in a stronger and more cohesive team.

What steps do you take to measure your own performance?

I measure my performance through key metrics like guest satisfaction scores, financial targets, and team engagement levels. I also seek regular feedback from both my General Manager and my team to ensure I am continuously improving.

What does success mean for you as a business leader?

Success, for me, is a balance between meeting financial objectives, ensuring guest satisfaction, and fostering a motivated, high-performing team. When all of these align, I feel that I have succeeded as a leader.