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Women in Hospitality with Susana Costa, from Ace Hospitality and Management
Ambitur.pt has been by the side of the Hospitality sector in Portugal, following trends, announcing news, and keeping up with changes. Today, we bring you a new feature, this time seeking the perspective of women who have chosen the hotel industry as their professional path. What is it like to be a woman in this industry? That’s what we aim to uncover with “Women in Hospitality.” Today’s conversation is with Susana Costa, Cluster General Manager at AHM – Ace Hospitality Management. Susana believes that companies are increasingly striving for a healthy gender balance in management positions, though she admits that being a woman is still challenging in certain roles, especially in the F&B sector.
Is it difficult to be a woman in the hospitality industry in Portugal today? Have you noticed any evolution since your first job in the sector?
I never felt it was difficult, but I had the great privilege of being mentored from day one by two incredible women – Carla Sá Chaves, my first director, and Mariana Lacerda, who later became my director and professional mentor (both at the Pestana Group). Early on, they taught me that work ethics, team spirit, and empathy are the foundation of success and that, even as a woman, it’s possible to achieve both professional and personal goals. Without their example, I wouldn’t be who I am today. However, despite current progress, I believe it is still challenging to reach management positions in certain roles (especially in the Food & Beverage area), as male dominance is still very evident.
When did you start working in the hospitality sector, and where?
I started working in 2000 at the Pestana Vintage Porto Hotel as a sales assistant. I had the privilege of being part of the pre-opening team for this hotel, which left a lasting impression on me as a professional.
What motivated you to work in the hospitality industry?
My parents owned a café for many years, and one of my earliest memories (at around six years old) is of my father placing me on top of a beer crate to make coffee. The adrenaline of the business and the love of customer interaction started there and later led me to study tourism. I never wanted another profession except to work in hospitality, even though I didn’t specifically pursue Food & Beverage.
What is your role in your hotel group? How long have you held this position? What does your day-to-day look like?
I joined AHM in May 2021 as General Manager at Fontinha Porto Hotel, a boutique hotel in Porto’s city center. At the beginning of this year, I was invited to take on the additional role of Cluster General Manager for this hotel and the newly opened Holiday Inn Express in Porto.
My day begins with visiting the departments to greet the staff and ensure everything is running smoothly. After the morning briefing, I focus on reviewing financial and operational reports for each unit. Between meetings, I manage emails and support department heads in their daily tasks, always keeping our guests' experience at the forefront.
Have you ever faced difficulties accessing certain roles because you’re a woman? Do you think being a woman hinders professional growth?
I never felt that way. I worked for around 15 years at the Pestana Group in various areas and was always given the same opportunities (obviously based on my performance and availability). I always felt that my career progression was tied to my work and professionalism and that doors would open naturally, regardless of my gender. However, I believe that in certain areas, such as Food & Beverage, women are at a disadvantage, mainly due to family commitments and limited availability.
In your opinion, is there a gender balance or imbalance in the number of men and women working in the sector? How is this reflected – in roles, salaries? Why do you think that is?
Companies are increasingly focused on achieving a healthy gender balance, especially in management roles. Regarding salaries, I don’t have the data to form an opinion, but personally, I never felt I earned less because I’m a woman.
In your opinion, is there a gender balance or imbalance in the number of men and women working in the sector? How is this reflected – in roles, salaries? Why do you think that is?
I think companies are increasingly focused on achieving a healthy gender balance, especially in management roles. Regarding salaries, I don’t have the data to form an opinion, but personally, I never felt I earned less because I’m a woman.
Personally, do you prefer working with teams of women, men, or mixed teams?
I prefer mixed teams because I believe the diversity of perspectives and experiences enriches group work and makes it more dynamic.
Is it easy to balance your personal/family life with your professional life? Do you feel extra pressure to achieve this balance because you’re a woman?
It used to be harder than it is now. When I worked in sales, I traveled a lot, and in the Front Office, where we are very dependent on guest dynamics, it was clearly more challenging to balance both worlds. I’ve achieved a good balance at the moment, and within my family, it’s agreed that during certain periods (like a hotel opening), I’ll be 200% focused on work.
Do you feel extra pressure to achieve this balance because you’re a woman?
There is more societal pressure for women to achieve this balance, which sometimes isn’t easy, and the professional side can end up being compromised.
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