Business Leaders interview: Samantha van Exter

Tell us a little about yourself and your business.

I am Samantha van Exter, Head of Hotels for the Montcalm Collection. With over 25 years of experience in the hospitality industry across Southern Africa, Europe, and the Middle East, I have had the privilege of working with some of the most prestigious hotel chains in the world. The Montcalm Collection, based in London, encompasses a variety of luxury, lifestyle, and wellness accommodations, including Montcalm Marble Arch, Montcalm Royal London House, Montcalm East, Montcalm Brewery, Park Grand, and Inhabit hotels. Our mission is to offer exceptional guest experiences by blending classic and contemporary elements that reflect the character of London.

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

I am passionate about hospitality and the art of hostmanship, serving people. Creating lifelong memories for our guests by offering them unique experiences is what makes me wake up in the morning and puts a spring in my step. I love seeing my team develop as individuals and mentoring them, witnessing their success in their careers. The most fulfilling aspect of being a business leader is not only achieving business goals but also playing a part in the personal and professional growth of my team members.

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

My leadership skills were honed through diverse experiences in various roles and regions. Starting from the opening team at Sun City Resort to senior positions at Accor, Steigenberger, Shangri-La and Melia Hotels, each role taught me valuable lessons in leadership and management. I would define my leadership style as strategic, inclusive, and focused on continuous improvement. I believe in leading by example, fostering open communication, and empowering my team to innovate and excel. I also ensure that we have fun at the same time, as I strongly believe that making our work life enjoyable enables us to carry that positivity over to our guests' experience.

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 requires a keen eye on industry developments, consumer behaviour, and technological advancements. I actively participate in conferences, network with peers, and engage with thought leaders to stay informed. Incorporating these trends into our strategy involves a blend of market research, guest feedback, and pilot projects to test new ideas. For example, we have enhanced our wellness offerings at Montcalm Collection and continuously refine our services to meet the evolving needs of our guests.

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

Effective business operational development hinges on several key components: strategic planning, robust financial management, innovative marketing, and a strong focus on customer service. Additionally, investing in staff training and development is crucial to ensure that the team is equipped to deliver exceptional service and adapt to changing market conditions.

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

Identifying areas for improvement begins with a thorough analysis of current operations, including performance metrics, guest feedback, and financial results. Regular audits and reviews help pinpoint inefficiencies and areas that can be optimized. I also encourage open communication within the team to surface any issues and leverage their insights for continuous improvement.

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

Promising investments should focus on enhancing guest experiences through technology, sustainability, and wellness. Investing in digital transformation, such as advanced booking systems, using AI and personalized guest services, can significantly improve efficiency and satisfaction. Additionally, sustainable practices not only benefit the environment but also appeal to a growing segment of eco-conscious travelers. Wellness offerings, as seen with our Inhabit hotels, cater to the increasing demand for health-focused travel experiences.

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

One of my biggest career achievements is overseeing the commercial and operational strategy for the ME Dubai in the iconic Opus building designed by Zaha Hadid. Additionally, leading the Montcalm Collection to new heights in guest satisfaction and financial performance since June 2023 has been a significant accomplishment. Our properties, under my guidance, have shown remarkable growth, reflecting the success of our strategic initiatives.

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

At Melia Hotels International, my leadership was pivotal in the successful positioning and performance of the ME London and ME Dubai hotels. This included overseeing multiple properties and ensuring they met high standards of service and guest satisfaction. At the Montcalm Collection, my efforts in refining the unique identities of each hotel, rebranding our collection, and launching a new Montcalm Collection website—all within one year—have significantly improved guest experiences and operational efficiency, agility, and financial performance.

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

The most important leadership lesson I have learned is the value of agility. The hospitality industry is dynamic and constantly evolving, requiring leaders to be flexible and responsive to change. Being adaptable allows you to navigate challenges effectively and seize new opportunities that arise. The pandemic taught us to view service, guest experiences, and expectations differently. I have also learned to adopt practices from other industries, challenging the status quo and trying innovative approaches that may not be the norm for our sector.

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

I identified opportunities for advancement by staying informed about industry trends and continuously expanding my skill set. Building strong professional relationships also played a key role. When opportunities arose, I ensured I was prepared and demonstrated my readiness through my track record of performance and leadership.

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

While I have achieved many of my career goals, I believe there is always room for growth and new challenges to tackle. The dynamic nature of the hospitality industry continually presents new opportunities to innovate and lead, and I am excited to continue contributing to the success of the Montcalm Collection and the broader hospitality industry.

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

Personal development is crucial to my success. I approach it by setting continuous learning goals, seeking feedback, and staying curious about new trends and technologies in the industry. I constantly push myself out of my comfort zone and avoid walking the same beaten path every day. I believe staying curious and questioning helps me on the path to success.

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

Prioritizing tasks involves assessing their impact on overall business goals and urgency. I use a combination of strategic planning and delegation to ensure critical tasks are addressed promptly while empowering my team to handle other important responsibilities. Effective time management and clear communication are essential in managing priorities efficiently. My team also accuse me of working at a rather dynamic pace.

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

One of the hardest decisions I have had to make as a leader involved restructuring operations during and after the pandemic to improve efficiency and financial performance. This decision affected staff roles and required sensitive handling to ensure the team remained motivated and supported through the transition. Balancing the needs of the business with empathy for my team was challenging but necessary for long-term success.

What steps do you take to measure your own performance?

I measure my performance through a combination of quantitative metrics, such as financial results and guest satisfaction scores, and qualitative feedback from peers and team members. Regular self-reflection and seeking constructive feedback help me identify areas for improvement and track my progress toward achieving business objectives.

What does success mean for you as a business leader?

Success as a business leader means delivering exceptional guest experiences, achieving financial targets, and fostering a positive and dynamic work environment. It also involves contributing to the growth and development of my team and leaving a lasting impact on the hospitality industry through innovation and excellence.