Interview with Daniel Mota, the General Manager of Santarém Hotel in Portugal

A Fine Balancing Act: The Refurbishment Journey of Santarém Hotel

Refurbishing a house while living in it can be challenging and messy. However, the task becomes significantly more complex when it comes to refurbishing a hotel while maintaining its occupancy and operations. This delicate balancing act demands utmost care, management wisdom, and practicality, all aimed at ensuring the comfort of every guest with minimal disturbance.

With this in mind,Philip Farrugia Randon had the opportunity to speak with Daniel Mota, the General Manager of Santarém Hotel in Portugal. He guided him through the unfolding journey of the hotel, which is 42% owned by Corinthia Palace Hotel Company Limited (CPHCL) and managed by Corinthia.

Santarém Hotel opened its doors in the first quarter of 1998, seizing the opportunity presented by the EXPO ’98 taking place in nearby Lisbon. However, by 2016, the hotel required an infusion of life and a significant upgrade in various areas, including Fire Life Health Safety and Security (FLHSS) issues, as well as a drastic improvement in energy efficiency. These challenges prompted the Board of Directors to initiate a phased refurbishment of the hotel.

Since then, this refurbishment has been an ongoing process. From a business perspective, a local partner was engaged to manage the Restaurant and the entirety of the Food & Beverage (F&B) operations. The renovation journey commenced with the restaurant and garden areas, followed by the gym. Subsequently, attention turned to refurbishing the chairs in the 400 Meeting Room.

As the refurbishment progressed, there was a focus on enhancing energy efficiency. It was determined that the next major intervention would involve renewing all the façades, using the External Thermal Insulation Composite System (ETICS) along with the Heating, Ventilation, and Air Conditioning (HVAC) system. This included insulating all terraces and upgrading window frames and glass. A comprehensive plan for exterior LED lighting was also implemented, giving the hotel a modern and vibrant appearance. Additionally, the kitchen now utilises natural gas instead of the previously used gas reservoir, which was removed. In a newly designed Boilers Room, two boilers and three water reservoirs were installed, leading to a reduction of over 35% in energy consumption and substantial cost savings. Since 2018, the hotel has consistently received recognition with the prestigious Biosphere Certificate. All these energy-related projects were a result of an innovative and pioneering Energy Performance Contract with the Portuguese company GALP, similar to those implemented in other properties owned by Corinthia. The refurbishment also addressed critical safety features. The emergency stairs and fire reels were updated, while the fire central system and fire detectors were replaced. Following these significant improvements, the outdoor swimming pool and surrounding areas were renovated to enhance guest experience.

The next phase of refurbishment focused on the bedrooms, where new beds, carpeting, bedroom desks, LCD TVs, minibar cupboards, decorative mirrors, luggage racks, bathtub glass screens, and decorative pictures were added. With responsiveness to both guest comfort and operational efficiency at the forefront of the refurbishment project, Santarém Hotel demonstrates that a thoughtful approach to renovation can result in significant upgrades, all while maintaining a balance that respects the needs of its visitors and the demands of its operations. The renovations at the hotel have progressed significantly over the past five years, with major updates completed on the Main Entrance Door and Meeting Rooms, which now boast new carpets, curtains, blackouts, and entrance doors. Notably, the lifts have also undergone a complete renovation. In addition, there was an upgrade of IT and Technical Systems. These enhancements include the installation of new electronic door systems using Radio Frequency Identification (RFID) technology for all bedroom doors, a new centralised telephone system, an updated website equipped with a Booking Engine linked to the Front Office System, a brand new Front Office System, a comprehensive Wi-Fi network covering the entire hotel, and the replacement of all operational computers for the staff.

Daniel noted, ‘Currently, we are in the process of replacing all water pipes and finalising contracts with operators to refurbish the Restaurant, Hotel Lobby, and Reception area. This transformative work is slated to commence in early January and is expected to be completed by end of April. Following this, we will direct our focus toward renovating the Gym and Spa facilities.’

‘These comprehensive renovations have led to the establishment of numerous commercial agreements, both locally and nationally, positively impacting our business. We have seen a consistent increase in patronage since the refurbishments began, which has greatly enhanced the overall guest experience. When one books a 4-star hotel, one expects a nice, modern, and quality ambience.’

A common concern during such extensive renovations is how one can minimise disruption for the guests and ensure their safety and comfort throughout the process. To address this, Daniel explained that the works will be executed in four distinct phases and across different areas. ‘This strategic approach allows us to maintain free spaces for guests to relax, meet, and enjoy beverages in the lobby. A Meeting Room with breathtaking views will be temporarily transformed into the Restaurant, and a portable bar will be set up in areas unaffected by the construction. Physical barriers will be erected to isolate the construction zones, ensuring that guests cannot inadvertently enter or witness the activities behind the scenes.

At this time of year, our clientele primarily consists of corporate guests during the weekdays and individual travellers on the weekends. This scheduling allows us to manage noise effectively, as corporate guests typically leave early in the morning and return in the evening, minimising disturbance. Should any particularly noisy work be necessary during the weekends, it will be scheduled post-breakfast hours to further ensure guest comfort.’

‘All workers will be aware that there may be times when noisy work must be suspended. Fortunately, safety is not a concern, as customers will not have access to the areas under renovation.’

Daniel explained that sustainability practices are being implemented during the refurbishment based on sustainable concepts. These include the use of regional and handcrafted materials and furniture, such as bunho and terracotta, which will enhance cultural and social integration.

And what’s about the completion timeline? ‘Work is slated to begin on January 6th and run until the end of April. The gym and spa renovations will follow, with an anticipated completion by the end of the year…fingers crossed.’

Regarding how Santarém Hotel will inform guests about the changes and improvements upon completion, a marketing plan is already in development. This plan will commence before the next renovation work begins, primarily to inform customers about the enhancements being made to the facilities for better service. Both the initial communication and the follow-up after project completion will be disseminated through various channels, including posts and advertisements on social networks, Google, our website, email campaigns to the company’s database, online travel agencies (OTAs), tour operators, regional tourism entities, press releases, and footnotes in email communications. Quite a list!

Undoubtedly, the whole process requires acute continuous dedication and meticulous following.

The balancing journey is fraught with challenges but certainly worth every second of it.

 LINK DIRECTY TO SOURCE: Interveiw with Daniel Mota, the General Manager of Santarém Hotel in Portugal