INTERVIEW WITH FRANCISCA THOROGOOD GENERAL MANAGER COURTYARD BY MARRIOTT BALI NUSA DUA RESORT

As one of the few women appointed as a General Manager within the Marriott group, how do you personally feel about this role, and what does it represent for you at this stage of your career?
I feel both honoured and deeply appreciative of the opportunity. This role represents not only a personal milestone in my career, but also meaningful progress for women in what has traditionally been a male-dominated industry. I’m proud to be part of a broader shift within hospitality where leadership is becoming more diverse, and I hope my appointment encourages and supports the continued advancement of women into senior leadership roles.

What inspired your journey into the hospitality industry, and how has that journey shaped your leadership style today?
Hospitality was not something I originally planned to pursue. After graduating from university, I applied to many roles across different industries and received positive responses from several hotels. I decided to give hospitality a chance, initially viewing it as a short-term opportunity. However, after a few years in the industry, I realised how much I enjoyed the dynamic nature of the work and the impact we can have on people’s experiences. This led me to further my studies with a Master’s degree in Business and Hospitality. That journey has shaped my leadership style to be open-minded, adaptable, and grounded in learning through experience. I value growth, resilience, and leading by example.

The hospitality industry is often described as demanding and dynamic. What challenges have you faced as a woman in leadership, and how have you navigated or overcome them?
One of the most significant challenges has been balancing the long and demanding hours of the hospitality industry with my responsibilities as a mother. Like many women in leadership, I’ve had to navigate the constant balance between professional commitments and family life, including limited time with extended family, which is particularly important within Asian culture. There is no perfect solution, but I’ve been fortunate to have an understanding and supportive daughter. Her resilience has been a source of motivation for me, and it has reinforced the importance of empathy, flexibility, and understanding. These are values I bring into my leadership every day.

Could you share some of the latest updates or highlights from Courtyard by Marriott Bali Nusa Dua Resort?
At Courtyard by Marriott Bali Nusa Dua Resort, our focus continues to be on strengthening the foundations of the guest experience. This includes reinforcing service standards, enhancing operational consistency, and working closely with the team to ensure every touchpoint reflects the brand’s values.

We are also progressing with a series of property enhancements while reviewing key guest journeys to identify opportunities for improvement. These efforts are guided by a collaborative approach with the team, ensuring that any initiatives introduced are thoughtful, sustainable, and aligned with guest expectations.

What moments in your work bring you the greatest sense of joy of fulfilment?
The greatest sense of joy and fulfilment for me comes from the human connections at the heart of hospitality. I genuinely enjoy interacting with our guests, taking the time to chat with them, understand their needs, and hear their feedback. Those moments of connection remind me why hospitality is such a meaningful industry, because even small interactions can leave a lasting impression.

How do you maintain a healthy balance between work and personal life?
Balance is something I continue to work on, especially in an industry as demanding as hospitality. When time allows, I prioritise activities that help me reset and stay grounded. I love hiking, which I did frequently in my previous location, Lombok – often at elevations between 1,500 and 2,200 metres above sea level. Being in nature has always been an important way for me to recharge. I’m also passionate about community and CSR initiatives, particularly during my time in Bali and Lombok. When I have longer breaks, I enjoy travelling both domestically and internationally, which helps me gain perspective and return to work refreshed and inspired.

From your own journey, what advice would you give to young women who aspire to build a successful career in hospitality?
My advice would be to be willing to take risks. Whether an opportunity succeeds or fails, you will never regret trying. If it doesn’t work, you gain valuable lessons; if it does, you gain confidence and fulfilment knowing you took that step. Consistency is crucial, and genuinely loving what you do is essential in hospitality. I also believe strongly in encouraging and developing your team, leadership is not about individual success, but collective growth. Finally, be bold. Research and experience both show that women are often less likely to put themselves forward unless they feel fully ready, which is why confidence and decisiveness are critical skills to develop. Confidence and courage can make a significant difference in shaping your career.