Carlinda "C.A." Contento | Operations Manager | GoHotels Luzon

C.A. Contento's Ascent in Hotel Operations Management

Embark on the exciting journey of Carlinda "C.A." Contento, ascending from front-desk receptionist to leading operations in the entire Luzon. Witness her grit shining through in her unique management approach. Reflecting on both career and personal life, CA shares insights on self-belief, navigating pandemic challenges, and the core values guiding her leadership. Offering wise counsel to aspiring women, CA emphasizes the importance of happiness, skill development, and resilience.

If you could go back in time, what would you have done differently in your career and in your personal life? 

Personally, I would have believed in myself more and cared less about things that didn't really matter. I'll focus more on the things I want to achieve. Think before I act. Speak up for myself, question more and don't let things be when it can be better. Be braver in taking risks. Spend more time with the people I love. Spend more time with my mom.

Career, well if I can be as talented and as popular as Adele that would be really great. On a serious note, I wouldn't change a thing. I started my career in the industry at Robinsons Apartelle in 2002. It was more of a home than an actual work. I love the people I worked with, no politics. I was never the type of person seeking a higher salary. My non-negotiable in terms of work, is to work for a company, with nice people, where I am valued and supported. I am very proud that I still work for the Gokongwei Group. I am given the opportunity to lead people and mold them to be great hotel leaders in the future. For me that is already a success.

If you were to give advice to a young woman starting in her career, what would it be?   

I would advise her to focus on the happiness within. No amount of money or material things would satisfy her if she is not happy with what she is doing. To nurture and develop other skills, to value her relationship with people. To take more risks and never be afraid to fail. To listen more and learn more before complaining. To do her best in everything. 

What biggest challenge did you face as an Operations Manager for Luzon and how did you overcome it?

The first 2 years were very challenging since most of the hotels I am handling did not have a Hotel Manager. I am handling 4 properties and was about to open the 5th one which is Go Hotels Plus Tuguegarao. I only have Duty Manager OICs who oversee the hotel. Since the position is very new to me, I have to learn all the responsibilities and work routines of an Operations Managers at the same time ensuring that all these OICs would be able to learn how to manage the hotel properly. Imagine the problems we were facing about the transition from the pandemic to the new normal, number of out of service rooms per property and manpower problems. It was really hard to divide my time in order to address every concern. 

In order to resolve these issues, I gathered my team of leaders per property, and I communicated what I expect from them being the OIC of the property. I conducted weekly meetings and training for them to be familiarized in the routines of a Hotel Manager. I collaborated with the heads of Engineering and Housekeeping to resolve the problems and I never stopped following up until each of these concerns were resolved. I also consulted my fellow Ops Manager from VisMin and other GMs if I have concerns or if I need advice. 

Truth is, as Operations Manager, I firmly believe that I have to accept that I can't resolve these concerns and challenges alone. I needed my team to work with me, to collaborate for they are the ones on the ground. As much as they do need me, I accept that I need them more in order to facilitate and execute the projects and finish it. We can only be successful if we do work as a team and we are supported by our Leaders at the Head Office, our VP and our SVP BUGM.

Which personal values do you find most aligned with your role as an Operations Head?

Integrity. This is one of my personal values aligned in my role. I have to strive to do the right thing, I have to be a good example to my team. In short I have to walk the talk. I have to take responsibility even to the point of accepting faults when I am wrong. Integrity is non-negotiable. As a Leader, I can only have followers if I have Integrity and if my people trust me. 

Collaboration, I do not always have the answer or I do not always have the best answer. I have to work with my team to find the best one. 

Respect, I respect my team, I acknowledge that there can't be one approach to make my team move or do the job that I assigned to them because not everyone is the same. 

Passion to improve and to make people and things better and grow.

Is being a female an advantage or disadvantage in this line of work?

It is an advantage in my line of work, since women are more nurturing, and we use our emotions more often to touch and to understand. My line of work is all about hospitality and it is taking care of guests. Women are more creative in this aspect since we are affectionate, and we know how we want to be cared for. This nurturing and caring aspect of a woman truly helps in terms of handling every hotel, guests and employee concern.

Special thanks to our partners from Robinsons Retail Holdings, Inc., Robinsons Hotels & Resorts, and RLC Residences for providing the ff: 

Fashion: Robinsons Department Store 
Hair & Make-up: Y.O.U. Beauty at Robinsons Department Store
Location: Westin Manila and The Residences at The Westin Manila 

Editorial and Creative Direction by: Pat Mendoza
Photographed by: Sela Gonzales
Styled by: Pat Mendoza and Sam Capulong
Interview and Write-up by: Rose Legaspi, Patricia Cardenas and Trina Mendiola
Layout and Graphics by: Sam Capulong