We recently had the opportunity to interview Mary Ann Coopera Andaya, Cluster Talent and Culture Manager, at Majid Al Futtaim Hospitality Shared Services – Accor. Currently, Mary is handling and overseeing overall HR operations for 8 Accor properties.
As an experienced Human Resources, Talent Manager, and Digitalization Advocate, Mary has a demonstrated history of success in the hospitality industry. With a strong professional background in Human Resources, IT, and driving digital initiatives, Mary is focusing on creating a holistic, strategic HR function. In this session, Mary shares her passion for the HR industry, her visions for the industry, and how she aspires to uplift the business she is associated with in the days to come.
The Beginning
We started the interview by asking, “Could you describe your career journey and the pivotal experiences that shaped your path to becoming a leader in your industry?”
Mary shared, “My career journey began over 10 years ago, rooted in a passion for Human Resources and a dedication to optimizing workforce productivity. Starting as an IT Help Desk Assistant in the Philippines, I transitioned into more HR-focused roles in Dubai, including part of pre-opening hotels such as Atlantis the Palm Jumeirah Dubai, and Accor Hotels. Part of some transitioning hotels and currently working in one of the largest clusters in the Middle East Region. Each position has honed my administrative, organizational, and team management skills.
However, it was during my tenure as Cluster Talent & Culture Manager for Majid Al Futtaim Hospitality Shared Services handling 8 Accor properties that I truly came into my own as a leader. Implementing advanced service delivery models, leveraging machine learning for HR operations, and developing strategic employee engagement initiatives were pivotal experiences that shaped my approach to leadership and innovation in HR.”
Evolving Priorities Of Mary’s Business
Businesses tend to transform their priorities while evolving in the industry. So, we asked Mary Ann Coopera Andaya, “As your company has grown and faced various challenges, how has your original vision evolved to meet these changes?”
She replied, “Over the years, my vision for Human Resources has evolved from focusing purely on efficiency to creating a holistic, strategic HR function. Initially, my goal was to streamline HR operations and improve workforce productivity.
However, facing technological advancements and a dynamic labor market, I expanded my vision to include leveraging digital tools and machine learning for decision-making, fostering continuous learning, and driving employee engagement through innovative wellness and recognition programs, staying agile and resilient. Pioneering innovative hospitality, we challenge norms and ensure growth aligned with our commitments by infusing creativity and passion into crafting distinctive, enriching experiences.”
Emerging Trends in The Industry
We were intrigued to learn more about the trends which Mary Ann Coopera Andaya believes have the potential to become the next big thing in her industry. So, we asked, “Looking at the horizon, which emerging trend do you believe is undervalued but will significantly impact your industry in the next few years?”
Mary responded, “While many trends capture widespread attention, there is one emerging trend that, I believe, is currently undervalued but will significantly impact our field in the next few years: the integration of advanced analytics and Artificial Intelligence (AI) in employee experience management. Some of the use cases we are working to achieve are:
- Predictive Analytics for Proactive HR: Predictive analytics will help HR be proactive by foreseeing turnover risks, burnout, and skill gaps through analyzing employee data.
- Enhanced Recruitment Processes: AI can revolutionize the recruitment process by accurately evaluating candidates through resumes, social media, and digital footprint analysis.
This will not only speed up the hiring process but also reduce biases, leading to a more diverse and qualified workforce.”
Fulfilling Unmet Market Gaps
Eager to learn more about the market gaps that Mary Ann Coopera Andaya realized to fulfill through her services, we inquired, “Was there a specific moment when you identified an unmet need in the market that inspired you to start your venture? How did you turn that idea into reality?”
“A specific moment of inspiration came when we recognized the enhancement of traditional HR processes and the untapped potential of digital transformation. The need for a more integrated, data-driven approach to HR was evident. Our cluster has turned this idea into reality by adopting predictive analytics in HR operations and soon all areas of the operations.
This initiative involved overhauling existing systems and continuously refining our approach based on data insights. The successful implementation of these strategies has revolutionized our function, making it one of the key drivers of organizational success.”
Assessing The Right Strategy
To understand Mary’s approach to monitoring the market and adapting to the changes, we asked, “In the transforming environment of your industry, how do you assess when it’s time to pivot your strategy versus when to stay the course?”
“Assessing when to pivot versus staying the course involves continuous monitoring of both internal performance metrics and external market trends. Regular feedback loops, performance reviews, and data-driven decision-making are crucial. For instance, when our traditional employee engagement strategies plateaued, We spearheaded culture and wellness programs, which led to a significant increase in employee satisfaction.
However, when our core performance management processes were consistently aligned with organizational goals, we maintained and refined them rather than overhauling them. This balanced approach ensures we remain adaptive yet focused. Going beyond service standards and the regular employee value proposition, we prioritize genuine care with personalized attention, welcoming atmospheres, and proactive well-being initiatives.” Mary replied.
Setting A Unique Approach
Having a unique approach in the industry is paramount to ensure setting the business apart from the competition. To learn how Mary Ann Coopera Andaya does the same for her services, we asked, “With so many players in your field, how does your service offering distinguish itself? Could you share the inspiration behind one of your key services?”
She shared, “Our service offering distinguishes itself through a strong emphasis on culture and leveraging the HR holistic approach and identifying HR Game Changers. This approach, combined with our commitment to employee wellness and continuous learning, sets us apart from others in the industry.”
Integrating Core Principles In Business
Sustainability and social responsibility are critical in the current business world. We asked, “How have you integrated these principles into the fabric of your company, and why do you think it’s essential for your sector?”
Mary responded, “Sustainability and social responsibility are integral to our operations. We have integrated these principles by promoting diversity and inclusion, supporting local communities, and implementing eco-friendly practices across our properties.
Our CSR programs not only benefit our employees but also contribute positively to society. In the hospitality sector, where we have a direct impact on people and the environment, embracing these values is essential for long-term success and reputation. We embody our commitment to sustainability through ethical innovation, raising awareness, and fostering exemplary behaviors from both Guests and Partners.”
Redefining The HR Industry, we asked Mary Ann Coopera
We further asked, “How is technology playing a role in helping your company move forward?”
Mary added, “Technology is a cornerstone of our HR strategy at our cluster, empowering us to enhance recruitment, boost employee engagement, streamline operations, and make data-driven decisions. By leveraging these technological advancements, we are not only improving our HR functions but also creating a more dynamic, responsive, and future-ready workforce. We have already implemented and adapted:
- Automated Workflows: AI automates repetitive HR tasks like contract renewal and employee data management, improving efficiency and allowing HR to focus on strategic initiatives.
- Cloud-Based HR Systems: Our adoption of cloud-based HR systems has transformed our efficiency by integrating multiple functions like payroll and performance management.”
Thriving Amidst Uncertainties
We ended the interview by asking, “As we look into the future, faced with both opportunities and uncertainties, how are you positioning your company to not just survive but flourish?”
“To ensure we not only survive but flourish in the future, we are focusing on agility, continuous learning, and technological innovation. By fostering a culture of open communication and collaboration, we empower our employees to adapt to changes and seize new opportunities.
We are also investing in continuous learning frameworks to upskill our workforce and maintain industry competitiveness. This proactive approach positions us to thrive amidst both opportunities and uncertainties.” Mary concluded.
Follow Mary Ann Coopera Andaya on LinkedIn.
Find Accor on LinkedIn and visit their website https://www.linkedin.com/company/accor/
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