It’s no secret that women are under represented in key decision-making roles across almost all industries in Australia, despite making up just over half (50.5%) of employees, according to Workplace Gender Equality Agency (WGEA) data. This is true of the accommodation industry but, it seems, progress is being made.
According to WGEA’s 2020-21 employer census, women account for 53% of employees in Accommodation and Food Services, and occupy 45% of managerial roles.
To mark International Women’s Day, HM invited women leaders in the hotel industry to share their experiences, advice for those starting out, and how to promote gender equity in the workplace.
Hilton Hotels, Senior Commercial Director, Australasia, Shaizeen Contractor
Have you personally experienced barriers in your career because of your gender?
When I first started my career in hospitality and revenue management, I would often see surprise from my colleagues when I was introduced as the Revenue lead for the business. An automatic reaction, expecting a man to manage the numbers and not a woman. It didn’t take long however for them to realise that I was capable and had the credentials to do the job and I rarely got resistance then after.
I have always been offered career opportunities – not because of my gender but because my leaders believed that I was the best person for the role. Having two kids and juggling a complex role that involves travel has never been easy, but I have always had the support of the company I worked for and the support of my leaders.
Are there any ways in which you use your position to support other women in the industry?
I am very passionate about supporting the growth of female talent in our industry and the Hilton Women Team Member’s Resource Group (WTMRG) has allowed me to do just that as I am part of the activation committee for Asia Pacific.
During my time on the committee, I have led the charge in creating an informal allyship network which has created an open forum, encouraging one-on-one conversation between female team members and volunteer female Hilton leaders. Whether it’s getting advice or feedback on their professional or personal challenges and ambitions or getting support from someone they consider a confidential ear.
My role as a female leader is to help other female team members achieve their full potential, assist them in building their own confidence and show them that they do not have to make a choice between “working” or “staying at home”.
None of us can do this alone and we need the support of our company, our manager and our families to be future leaders of tomorrow. I am lucky to work for Hilton – a company that takes pride in supporting the growth of women in the industry.
Any advice for females that are starting out in the industry?
Hospitality is one of the most fun and challenging industries in the world. No two days are the same and your life is richer for the variety of experiences you will have and the people you will meet. There is also a vast range of opportunities within hospitality, and they are not all operations based. Understanding the foundations of hospitality when you start your career is critical and once you have this base knowledge, you can expand your career in many specialised areas. At the end of the day, hospitality keeps the “customer at the heart” of everything that we do and is therefore always dynamic, growing and filled with passionate people.
Accor Pacific, Chief Commercial Officer, Renae Trimble
Do you think women face additional challenges in attaining leadership positions in the hotels industry?
In my experience, working in an environment which supports and invests in talent, regardless of gender, is the key to a successful career journey. ‘Work your Way’ at Accor is fostering an incredible culture, enabling people to have increased flexibility and choices around the workplace. These kinds of initiatives are opening up pathways for talent and future leaders. I’m aware of friends and colleagues who have experienced challenges in leadership positions, such as age and having children which has led to barriers to career development.
In what ways can employers better support women to achieve their full potential?
Many companies talk about gender equality, diversity, and inclusion, but only a small percentage put meaningful programs in place to ensure their vision becomes a reality. I am proud to work for an organisation who is truly leading the way in this space. In my view it takes time and investment to build a culture with values of inclusivity and equality. It is the responsibility of everyone in the organisation and should be an ongoing conversation. Employers must nurture a listening culture to understand what is going on with their teams, take action and bring positive change.
Any advice for females that are starting out in the industry?
The world of hospitality is vibrant, lively, and always interesting. There is such enormous scope within the hospitality industry for various career paths. I am an example of this. I started in a sales role and am now leading Accor’s Pacific Commercial team. Career opportunities vary from legal, development, digital marketing, distribution and loyalty. For those who show initiative and work hard, there is limitless opportunity for rapid career advancement. And don’t let anyone tell you that you can’t do something – it is better to try and fail then fail to try.
Pier One Sydney Harbour, General Manager, Kim Mahaffy
Have you personally experienced barriers in your career because of your gender?
I have found the barriers more internal than external with my career. I suffer from imposter syndrome (I have definitely worked on this over the years). It is well documented that men tend to apply for a job when they meet just 60% of the criteria, whereas women will only apply when they meet 100%. And while it is perfectly natural for most people to feel a lack of confidence when starting in a new role, women have a higher tendency to not feel “good enough” which can lead to undervaluing yourself and feeling like you don’t belong. I have found great help in reflecting on my successes and as much as it felt awkward to “blow my own trumpet” to start with I now have much more confidence and much less self-doubt.
However, my career at Marriott International has definitely enabled me to take on a general manager position with confidence and allowed me to really believe in myself. I was one of Marriott’s first female General Managers in Australia, and I am very much a part of the senior management team. In the last 12 months, we’re seeing more and more female General Managers at our Marriott properties – including females being made first-time GMs after rising through the ranks via Marriott’s internal training and development program.
How can male allies help support women in the industry?
Recognise women’s contributions in both public and private settings. I appreciate recognition for a job well done, clear credit for my ideas and appreciate men who made sure I had a seat at the table so my ideas and perspectives could be heard and not take credit for my ideas.
Provide more honest, accurate and specific feedback. I thrive on feedback and have found in my experience that strong men allies did not hesitate to give praise or correction when needed.
Challenge gender discrimination. We are not looking for special treatment, but want to feel respected, “be advanced on our own merits, and be judged by the same standards as men.” Break the bias in the workplace.
In what ways can employers better support women to achieve their full potential?
Develop a Sponsorship program which can help women overcome career barriers by pairing them with a senior manager who is well-placed to vouch for them to receive suitable promotions and opportunities.
One of the most difficult challenges for companies is to address workplace culture that has been shaped by unconscious bias, in which policies and practices are skewed in favour of hiring and promoting men. Company-wide training programs help staff to recognise their own implicit bias so they can make fairer decisions and introduce better company policies.
Ovolo Hotels, Group Director of People and Performance, Nicole Downs
Do you think women face additional challenges in attaining leadership positions in the hotels industry? If so, what are they?
I believe the last several decades have been a period of incredibly progressive change and growth for women in our field. I believe the contribution of women has surpassed many expectations, with representation in top management positions.
Being a people-led business, at Ovolo we nurture all team members – irrespective of gender – to learn, grow, and gain the same opportunities based on their abilities, attitude, their value and their determination.
We also promote no restrictions, meaning the landscape within Ovolo is limitless and full of possibilities for our people on whom we embrace wholeheartedly.
Have you personally experienced barriers in your career because of your gender?
I don’t believe I have faced any barriers due to my gender. I have always worked hard to attain personal and career development. I stumbled, progressed, developed, learnt lessons, and been challenged by both male and female leaders in my time. This has made me who I am today: authentic, collaborative and always only wanting to give back to people and try and make a difference in someone’s life.
Is there a female role model/mentor(s) that has guided you on your own career path?
Entrepreneurial, brave and smart women who take risks and have passion for what they do and give back to the communities are truly my heroes and deserve to be celebrated and recognised for their spirit and dedication. To me, these women not only lead with authenticity, but they are also fundamentally human. They have children and they contend with long hours while juggling multiple commitments.
From Michelle Obama, the first African America, Black woman to be First Lady of the United States. The delivery of her iconic speeches remains so powerful. Or closer to home, TFE Hotels CEO Rachel Argama. I loved hearing her journey, and how she overcome differing challenges in her life to ultimately be where she is today.
I also consider myself extremely fortunate that in Ovolo we have some incredibly talented ladies that work alongside of me as leaders, General Managers/Managers and passionate team members within all of our operations in Hong Kong, Indonesia and Australia. These people enrich my life every day. [They are] resilient, strong, and emotionally intelligent.
TFE Hotels, Director of Revenue Management (NT, QLD, SA, TAS, VIC, WA & NZ), Amanda Hoolihan
Do you think women face additional challenges in attaining leadership positions in the hotels industry? If so, what are they?
As a mum myself, I know the challenges that mothers face when it comes to juggling a career and a family (hello, mum guilt!). While I am lucky enough to have a wonderfully supportive husband who shares those responsibilities with me, I know that this is not necessarily the norm. I also know there is no way that I would be able to do the frequent travel and hours that I do without that strong support network, and I feel that balancing the home and career without that support would be an enormous hurdle for women trying to grow their careers.
Is there a female role model/mentor(s) that has guided you on your own career path?
I’ve had the good fortune to work with several inspiring leaders, male and female, who have helped shape who I am today. The very first was female, and she’s the reason that I chose Revenue Management as a career path. This lady was so gracious and kind, but also courageous, knowledgeable, and calm under pressure. As a leader, she pushed her team to achieve their best, but she did it her own way and was unabashedly herself when it came to her leadership style.
The truly great female leaders that I have had the honour to work with have a few things in common — they are terrific listeners; they are empathetic, and they are great communicators. They really hear what their teams are saying and create actionable change through relationships and empathy.
In what ways can employers better support women to achieve their full potential?
If you think someone will be great at a role or a project that you have coming up, talk to them about it. I think sometimes women hesitate when opportunities arise, as they may not think that they are ready or are too cautious to take the leap. Sometimes it might be only a very small thing that stops someone from applying, so talking through the concerns the team member may have might be enough to encourage them to apply.
Rydges Hotels and Resorts, Area General Manager North & Central Queensland, Kellie Eustace
Have you personally experienced barriers in your career because of your gender?
My continued career development and success within Event is due in part to the support of my peers and colleagues, regardless of gender. I have not experienced barriers in my career due to my gender.
Is there a female role model/mentor(s) that has guided you on your own career path?
My mum and sister are strong, resilient women who continue to inspire me. Even in retirement my mum is volunteering for a charity here in Cairns, she doesn’t stop! Professionally our CEO, Jane Hastings. Jane has led our company through our toughest trading environment yet I have never felt more supported.
Are there any ways in which you use your position to support other women (including women of colour) in the industry?
A hands-on approach, developing our team within and engaging with community and key stakeholders to promote our industry and destination.
How can male allies help support women in the industry?
Listen and lead by example. I am surrounded by supportive and respectful male allies, and it starts at the top within our hotel division. I am very grateful to have the support of Norman Arundel and Troy Cuthbertson whose actions and support advocate for gender equality.