IGNACIO PAZ is passionate about tourism and service, areas in which he has worked from the start of his career, in Ecuador as well as in Spain, and which have led him to manage the Casa Gangotena Boutique Hotel today. With his experience, he can, within this superb Boutique Hotel nestled in the heart of historic Quito, put into practice the highest standards in hospitality.
On the other hand, his training in finance & management is a major asset in his functions. It was in Ecuador that Ignacio Paz studied at college and university to obtain a degree in finance. Then, his training course (master’s degree) followed by an MBA continued in Spain. At the end of his master's degree, he began his professional career in tourism within the financial and project development departments of a multinational.
His most significant successes are undoubtedly the project management in the context of the construction of Mashpi Lodge and the opening of Casa Gangotena - projects in which he was involved from the very beginning both as Director and Management Consultant. It is therefore quite natural that we find, today, Ignacio Paz, at the general management of Casa Gangotena and Mashpi Lodge. He also participates in the Boards of Directors of various companies operating in the insurance, services and education sectors.
Ignacio Paz's passion is travel but also outdoor sports for which Ecuador undoubtedly constitutes an ideal setting.
What is your professional approach to the art of hospitality in the hotel industry? Is it a differentiating factor for luxury hotels? What values accompany you in welcoming your customers? What experiences do you deliver?
The Art of hosting at Casa Gangotena begins at the doorstep. Our reception teams, such as the Hunter, the Concierge and of course the Reception, are the primary guarantors of this. It is a question here of accompanying the elegance and sophistication of the place with a warm and personalized welcome. It is also a question of not dissociating this superb property from its history and more generally from the history of Quito to which it is closely linked. This is how the welcome cocktail is none other than the Agua de Frescos. This traditional beverage, very refreshing (as its name suggests), is almost 2 centuries old and has its roots in the south of the Andes. Roots, the word is right because it was with plants that it all began! Composed of a dozen herbs, leaves and other flower petals, it is in fact an infusion, inherited from the ancients and also recognized for its medicinal virtues. Our Chef Andrés Dávila has made a gourmet version which is Casa Gangotena's signature drink. A welcome that is also intended to be a sensory and cultural experience.
In the welcome protocol, the history of what was once the home of the Gangotena family is presented to our guests along with all the services and other amenities they will be able to enjoy during their stay.
What actions have you implemented in recent years in your hotel that have changed the quality of your customers' stay?
Since its opening, barely 6 years ago, we have continued to implement actions aimed at measuring the satisfaction of our customers and collecting their suggestions. This is why, despite its young age, we did not hesitate to undertake many changes. For example, the Restaurant and the Bar that our decorators have given a more cozy decoration and atmosphere. Judging by the attendance rate of the Loggia and the Bar, there is no doubt that these changes were most judicious.
As mentioned above, we want Casa Gangotena not to be a superb hotel detached from the history of our country and we work towards this through what is the key expectation in terms of luxury: the experience.
Far from being one-off, occasional, the experiences we offer are daily and once again linked to the history and culture of Ecuador to which we want to remain closely linked because we feel definitively vested with this duty as Ambassador. It is in this spirit that on July 27, “The Quiteñas Experiences of Casa Gangotena" (by 'Quiteñas' understand 'from Quito') were inaugurated, a series of exclusive activities on different themes each day and offered to guests of the hotel. Each of these activities was designed to highlight a part of the rich Ecuadorian culture, the heritage of the city and the hotel itself and is held near the hotel located in the heart of the historic center or in the hotel itself. These exceptional experiences take place every day from 6:00 p.m. to 7:00 p.m. Among other examples, the exclusive visit at nightfall to the San Francisco Monastery or that of the Museum of Colonial Arts guided by monks or even a tasting session of Ecuadorian chocolates very appreciated by specialists, a demonstration of rituals of purification of the body and the spirit known as “limpias”. the leadership of a great expert in the field, Rosa Langla, one of the most emblematic practitioners of the historic center of Quito, in this science of traditional therapies etc.
Also worth noting in the register of cultural experiences is the Café Quiteño offered every day from 4:00 p.m. to 6:00 p.m. to guests of Casa Gangotena. The House invites its guests to enjoy a Tea Time with Ecuadorian flavors. Although the quality of local chocolate is recognized, few people know that Ecuador produces excellent coffee. Tea is also a very popular drink. The hotel offers several varieties with exquisite flavors as well as its “agua de frescos”. The drinks are accompanied by delicious savory or sweet treats: empanadas, tamales, humitas, quesadillas, guava paste without forgetting the alfajores. In short, a highly cultural culinary experience.
Each employee is an ambassador for the hotel and the promise of expected services. What actions are you taking to involve your teams in the success of the customer experience promise? How do you motivate them to give their best?
We must live up to the expectations of our guests and the legendary Ecuadorian hospitality. In our eyes, the key to success in this field lies in the feeling of belonging that we must instill in all the members of our teams regardless of their functions. This is our mission developed in our Business Environment Survey. This is how the management of our staff constantly puts into perspective the importance of each of their tasks so that they can measure the impact on the quality of our guests' stay and the crucial role they play, whether or not, in contact with our customers. Beyond the feeling of accomplishment and gratification, it generates a desire to always do better.
In fact, the choice of managers is decisive in their ability to convey this message and the values that go with it. Also note that all members of our teams are informed and involved in the multiple rewards we receive. The opening page of our website bears witness to this. It is not dedicated to the hotel but highlights our staff who work every day for its reputation and success: https://www.casagangotena.com/en/
Finally, we offer them internal ways to progress in their roles.
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