Isabella Owen
It is Monday again, June 27th and I am excited to welcome you to the first episode of season 8, “Monday motivation – Felix asks”. Today’s episode is very powerful and a great read. It is an interview filled with advice and inspiration. Unfortunately, I never worked together with my guest, but I had the pleasure to meet with her before in Frankfurt. I was blown away by her charisma and I knew that I had to share her experiences and stories with you. The whole story became even better when my last guest Felix Riedl, named her as the industry expert he would like to see answering my questions.
And here we are. I am very happy to introduce you today to Isabella Owen. Isabella has a strong Sales and Marketing background and has worked for some of the most prestigious hotels and brands in Germany. From 2011 to 2017, Isabella was the Director of Sales and Marketing at the Jumeirah Hotel in Frankfurt, which has recently been re-branded as the first JW Marriott Hotel in Germany. In the same year, Isabella founded her consultancy, named Owen Consulting.
During the interview we talked about the start of her career and what she loves most about her current role as owner. Talking about her definition of hospitality, Isabella said that “hospitality is not just a people business, it is a people FIRST business.”
We talked about mentorship and her advice to the younger generation, where she shared three strong pieces of advice.
For everyone looking for a book recommendation, it is your lucky day. Isabella did not just share one but ten books with us today. Shenzen from Frank Sieren is on my reading list for a long time, and I cannot wait to receive it here in Doha in the next couple of days.
Besides ten books, Isabella also shared her top three people of our beautiful industry she would like to see answering my questions. Timur Sentuerk, Philipp Sebastian Ingenillem and Dr Anna-Maria Fäßler, the CEO and owner of the Sonnenalp Resort, where I had my first ever experience in hospitality doing a summer job for 6 weeks, almost 20 years ago.
I hope you enjoy the interview with Isabella and in case you have any questions or need a consultant, please let me know, and I am happy to make an introduction.
Do not forget to #sharepositivestories
Question 1: Can you take us through your career? Where did you start and what do you love most about your current role?
Isabella Owen (IO): “Like many other Asians in Europe, my family owned two quite well-known Chinese restaurants in southern Germany and it was there that I gained my first experience as a host and also discovered my passion for this colourful yet crazy industry.
After my studies, my career took me from Mövenpick to Starwood, IHG, Schlosshotel Bühlerhöhe, Shangri-La Hotels&Resorts, Jumeirah Hotels & Resorts and finally to my own company - Owen Consulting, which I founded 5 years ago.
One of the best aspects of my current role is the meaningful and varied work with a wide variety of clients and demanding projects that lead to new challenges every day.
I just love having the opportunity to work with different professionals in different industries around the world as hospitality plays an important role in today's economy. You will find the hospitality industry almost everywhere you go in the world and the quality of the products and services provided can have a positive or negative effect on other industries.
The most challenging but rewarding part right now is helping my clients create a good culture that fits between employee and employer as it is crucial to ensure performance, satisfaction, and engagement. This includes telling the right story because all cultures have great stories, and every single company should have one too.
“This includes telling the right story because all cultures have great stories, and every single company should have one too.”
Together with my creative team, I then support my clients in bringing their stories to life.”
Question 2: What does hospitality mean to you?
“It`s quite simple: for me, hospitality is an attitude, a way of life that comes straight from the heart. It`s about how you make others feel – caring while having fun, connecting with people and going that famous extra mile without being asked, dealing with difficult situations with authenticity and empathy, showing sensitivity to feelings and needs, and simply being the best host you can be, by creating beautiful and unforgettable moments, and always striving for the best version of yourself.”
IO: “We often forget where we come from as people usually think that service and hospitality are the same, that they are interchangeable. A perfect stay in a hotel, for example, is still very often defined by the term "Service Excellence", especially at a luxury level. But this term simply describes skills that are trained and should ideally be practised continuously and performed at the same high level every day. It`s more a perfectly scripted technical delivery of a product.
True hospitality goes one step further, one step deeper. It should be sincere, bespoke and genuine to make each person feel unique as human bond matters simply because hospitality is not just a “people business”, it is a people FIRST business. It is a way of life that transcends boundaries and cultivates compassion, trust, and community.”
Question 3: Can you please share an anecdote you experienced, that shows the variety and beauty of our industry?
IO: “Being mentioned by your last interview partner Felix Riedl in his interview was one of those wonderful moments - so unexpected, I'm even more grateful.
Since starting my own business 5 years ago, I have received many inquiries from former colleagues and valued business partners. Many of them have also recommended me for projects outside of the hotel industry. While I know I've worked very hard for my reputation in the past, I still don't take this kind of (mental) support for granted. And I am just as grateful that my clients are now recommending my services to their customers as was the case recently.
One of my hotel clients works closely with a local Porsche dealership and when the Managing Director asked him who had trained his team to live up to the philosophy and spirit of hospitality, he immediately recommended me and my services.
This is just one of many examples that show how beautiful our industry is.”
Question 4: Have you had a mentor/role model/hero in your career? Who was it and did she/he gives you a piece of advice you still follow? What was the most powerful advice you have received so far?
IO: “One of the most powerful pieces of advice I´ve received so far is: Just have two or three voices in your life that you listen to and all others are noises.
“Just have two or three voices in your life that you listen to and all others are noises.”
Fortunately, I have had several valuable encounters and incredibly inspiring conversations in my life that have had a lasting influence on my decisions, but also on my actions.
My female role models in our industry are Nadine Möller, Elisabeth Perwanger, Michaela Doll, Dr Anna-Maria Fäßler, Tina Groth, Nina Fiolka and Astrid Oberhummer - to name just a few personalities in our industry, from whom I was allowed to learn or am still learning. I do admire them mostly for their humanity and their kindness. They don't need a women's quota to define their work. Their advice is always free of judgment and prejudices as they know where they stand in life and what they believe in, hence I really value and appreciate their opinion.
And of course, Mr Heinz Imhof, my former GM of the Schlosshotel Bühlerhöhe and Mr Austin Frost, my former VP S&M. I've been fortunate to work with him twice, once at the Shangri-La and then again at Jumeirah. Both taught me in their way what it means to be a great host and the difference between “Service Excellence” and genuine hospitality.
By the way, people who teach you life lessons are just as important for your self-growth. This happened to me a few years ago and I am very grateful for this episode in my life as it taught me to better protect my own values and the value of my work.
There is this famous saying: Good people give you happiness. Bad people give you experience. The worst people give you a lesson and the best people give you memories. Hence, I truly believe that the wrong people will always teach you the RIGHT lesson.”
“Good people give you happiness. Bad people give you experience. The worst people give you a lesson and the best people give you memories. Hence, I truly believe that the wrong people will always teach you the RIGHT lesson.”
Question 5: What would you like to say to a hospitality/ tourism student/professional who recently started his/her career, at this right moment?
IO: “First: It`s easy to feel “behind” in life if you are walking someone else`s path and that`s simply because they have a head start on THEIR path. Therefore: be true to yourself and be kind – this will pay off one day.
“Human bond matters, attitude matters, kindness matters. Don’t be fooled by titles, awards, or rankings, but pay more attention to a person’s attitude - take a close look at how the person you work with treats their clients and customers, but more importantly how that person interacts with those around them in general, especially their co-workers and employees.”
Human bond matters, attitude matters, kindness matters. Don't be fooled by titles, awards, or rankings, but pay more attention to a person's attitude - take a close look at how the person you work with treats their clients and customers, but more importantly how that person interacts with those around them in general, especially their co-workers and employees.
Looking back, the people who have touched and impressed me the most have always treated others not only with respect but also with kindness.
Second, it's not about winning or losing - that's the essence of Apple's continued success because they don't compare themselves to others, but instead focus on becoming a better version of themselves every day.
Third: be intentional as this is your ability to only give energy to those things that move the needle in your life.
But to be intentional you must first define it and find your WHY!”
Question 6: Do you have a book recommendation - this could be everything from a novel to an autobiography, etc.
IO: “In fact, I have quite a few. My family and I are all bookworms and reading is important to me because reading not only teaches new words but also opens up new perspectives.
AWARENESS from Anthony de Mello – it´s about life`s big questions: love, anger and fear, change, suffering, happiness and loss.
“BE VIGILANT BUT NOT AFRAID: The farewell speeches of Barack Obama and Michelle Obama – yes I´m still a fan!
“SÜDSEEJAHRE. Eine ungewöhnliche Ehe in Tagebüchern und Briefen“ by Fanny and Robert Louis Stevenson
THINK LIKE A MONK - Jay Shetty
THE INFINITE GAME - Simon Sinek – one of the greatest minds of our time that changed our way of thinking – again, it`s not about winning or losing.
EINE EXKLUSIVE LIEBE – Johanna Adorján
BREATH: the new science of a lost art – James Nestor
MAGIC CLEANING – Marie Kondo - not only helps to tidy up your home or workplace but most importantly your mind.
DIGITALE ETHIK; Leben in vernetzten Welten – Grimm, Keber, Zöllner - so fascinating because in our society we talk far too little about the word „Ethics”.
SHENZHEN from Frank Sieren – a must-read, if you want to learn more about the future because this young megacity between creativity and state control is changing our world.”
Question 7: Which other industry expert would you like to see to answer these questions as well?
IO: “
1. My top number one is: Mr Timur Sentuerk – the new COO Europe, Middle East & Africa of Kempinski. I recently had a great chat with Timur at IMEX in Frankfurt and look forward to continuing our conversation shortly.
Timur blew me away from the very first second, not because of his title or his impressive career, but simply with his sincerity and kindness – this is what leadership looks like in the 21st century. He is one such person that I would love to work with and learn from as he fully embodies the attitude that a leader should have these days.
2. Philipp Sebastian Ingenillem, Co-Founder & CSO Online Birds GmbH – same here, from the very first phone call, I was captivated by Philipp's energy, thoughtfulness and kindness. For me, he is a great role model not only as an entrepreneur but above all as a human being. Despite the tremendous success of his company Online Birds, he has remained very humble, and human and those are qualities I admire in a person.
3. Dr Anna-Maria Fäßler, CEO and Owner of Sonnenalp Resort: I admire her work ethic and how she has transformed the Sonnenalp Resort. She is a great woman and an inspiring businesswoman. We recently had a very interesting conversation about why gender or generational issues are still being discussed when it's supposed to be about diversity.”
Question 8: Where do people go, that is not the advertised place to go in Frankfurt?
IO: “It depends on your mood and companionship, hence do not hesitate to contact me and I will personally show you all the hidden gems in my beloved hometown #069.”
Dear Isabella, thank you so much for taking the time. It was a great pleasure having you and I hope we will meet again somewhere around the globe.
#sharepositivestories
