In the Hot Seat this month is Abigail Tan, CEO of St Giles Hotels and Founder of Hotels with Heart. In this intimate conversation, Abigail shares details on her unique route into hospitality, along with the strategies she has implemented to ensure her venues maintain a competitive edge in the fast-paced hotel sector.
Abigail Tan, has long been fascinated by the world of hospitality. From childhood, she marvelled at the details that make each hotel unique, down to the choice of toiletries. With her family deeply rooted in the hospitality industry for over 30 years, Abigail’s career choice felt almost predestined as she said, “One could say I was born to pursue a career in hospitality.”
After earning her Master’s degree in the UK, Tan began her professional journey as an apprentice to the then COO of St Giles Hotels in London. Immersed in the daily operations and strategic planning of the business, she quickly fell in love with the industry. “No two days are ever the same,” she said. “Hotels have the ability to transport you, build relationships, and bring people together.”
Abigail’s career has been shaped by personal and professional milestones. Her apprenticeship under the mentorship of the COO—affectionately referred to as Uncle Steve—gave her invaluable insights into hotel operations, leadership, and team building.
The acquisition and rebranding of St Giles’ New York hotels was another pivotal moment for Abigail. Thrust into the challenges of managing a new executive team and navigating cultural differences, Abigail developed resilience, trust, and leadership acumen, she added, “The journey, with its good and bad, helped me develop strength and a thicker skin, a better understanding of working environments and how I, as a leader, could impact the health of a team. It also taught me an important lesson on trust, judgement, and growing through the pain of being bullied, subject to bias, and discriminated against.”
A deeply personal and professional turning point came when her mentor suffered a stroke, which she said, “Threw me into a state of chaos.” This crisis forced Abigail to step up, assume greater responsibility, and reflect on her values as a leader. “It taught me lessons in integrity, respect, and love while showing me who I could rely on,” she shared.
Realising “the show had to go on”, Abigail pushed the fears aside and was determined to try to be the leader that was needed.
Abigail’s leadership style is influenced by her family’s legacy of hard work, determination, and compassion. She strives to foster a culture of mindfulness, inclusivity, and mutual understanding. “Make compassion, inclusion, and mutual understanding the pillars of your leadership,” she advised.
Her leadership philosophy is centred around curiosity—about herself, her team, and continuous improvement. She values empathy, attentive listening, and leveraging diverse talents to create a healthy work environment. “My team is my family,” she emphasised, “and their wellbeing and growth are integral to our success.”
For Abigail, empowering her team is the cornerstone of innovation and maintaining a competitive edge. She believes passionate employees drive the business, creating a home-away-from-home experience for guests – “A highly passionate team who believe in the common goal are what give us the competitive edge, they believe in the difference that they can make and strive to provide a level of service and hotel experience that exceeds expectations of what a ’normal’ hotel would be.
St Giles Hotels prioritises team engagement through wellness activities, workshops, and brainstorming sessions. “We highlight individuality,” said Abigail Tan. “It’s the people, not the places, that define our hotels.”
Speaking on balancing brand identity with regional diversity, Abigail ensures the St Giles brand maintains consistency through listening to guests and understanding cultural contexts, recognising that this allows each hotel to reflect its surroundings while offering a welcoming, familiar experience. Staying attuned to industry trends by “keeping a finger on the pulse of the ever-changing industry” is also needed so that her team can stay ahead and adapt their service levels quickly as guest expectations change.
Looking ahead, Abigail envisions growth driven by guest satisfaction and impactful initiatives like Hotels with Heart. This charity program supports homeless youth, underprivileged families, and troubled individuals. “We aim to be part of the solution, equipping people with tools to avoid future hardships,” she said.
Her goals include building strategic partnerships, creating inspiring guest experiences, and continuing to exceed expectations.
Mentors like Kent Allen, who emphasised sticking to values and boundaries, have shaped Abigail’s approach to business as she said, “This has been my guiding light and a constant inspiration when I approach business.”
“Seeing my team grow, resolve challenges, and respect one another keeps me grounded,” she said. “They inspire me to do better every day.”
Abigail Tan’s journey exemplifies resilience, vision, and heart. From her early fascination with hotels to her transformative leadership at St Giles, she continues to inspire and innovate, staying true to her values while shaping the future of hospitality.