Today we’d like to introduce you to Denise Luna.
Hi Denise, it’s an honor to have you on the platform. Thanks for taking the time to share your story with us – to start maybe you can share some of your backstory with our readers?
I’m both a New York City hotel general manager and a volunteer firefighter” is not something you commonly hear, but I’m proud to say – that’s my story. My journey has been one of passion, resilience, and a commitment to delivering exceptional customer service, nurturing talent, and contributing meaningfully to the community that surrounds me. With over 25 years of dedicated experience in the vibrant world of hospitality, I have seen and learned so much that has helped lead me to my latest role as General Manager for Virgin Hotels New York City.
Stepping into this position has been an exhilarating experience. It’s not just about managing a 460-room hotel; it’s about curating unforgettable experiences, fostering a culture of excellence, and embodying the values that Virgin Hotels stands for. Every day, I dive into the intricacies of strategic planning, team development, and community engagement, ensuring that our guests not only enjoy their stay, but also leave with lasting memories.
Beyond the boardrooms and guest rooms, there’s another facet of my life that defines who I am—a volunteer firefighter in Long Island, New York. This job isn’t just about tackling emergencies; it’s about camaraderie, vigor, and the profound impact of giving back to society. Firefighting has taught me invaluable lessons in effective communication, a skill that I believe is fundamental to success in any endeavor. This ethos resonates deeply with me and echoes throughout my leadership style, where clear communication is always prioritized.
My career in hospitality didn’t start at a hotel lobby. It began in a law firm, where I honed my organizational skills and attention to detail. Transitioning into the hospitality industry felt like finding my true calling—a place where I could merge my love for strategy, operations, and people management. Over the years, I’ve worn many hats, from overseeing food & beverage operations to delving into the intricacies of HR and everything in between. Each role has contributed to my holistic understanding of hotel management, equipping me with the tools to navigate challenges and seize opportunities.
Outside the bustling corridors of the hotel, you’ll find me indulging in my passions. Dancing, tending to my beloved dogs, nurturing my garden, savoring nutritious juices, and staying active through workouts are integral parts of my life. These moments of self-care rejuvenate me, fueling my energy and creativity to excel in my professional endeavors.
As a mother of two, family remains at the heart of everything I do. Balancing the demands of work and personal life has taught me the importance of resilience, time management, and prioritization. These lessons translate seamlessly into my role as a leader, where I strive to create a supportive environment that fosters growth, balance, and fulfillment for my team members.
Whether I’m orchestrating seamless hotel operations or responding to emergencies as a firefighter, my ethos remains unwavering—to serve with dedication, integrity, and a relentless pursuit of excellence.
Can you talk to us a bit about the challenges and lessons you’ve learned along the way. Looking back would you say it’s been easy or smooth in retrospect?
My journey has had its share of challenges. Transitioning from a law firm to the hospitality industry was a significant shift, requiring me to learn and adapt quickly. Balancing the demands of being a general manager with my volunteer firefighter duties has also been a constant challenge. There were times when managing a large team and ensuring the highest standards of service while responding to emergencies tested my resilience and time management skills. However, these struggles have shaped me into a more effective leader and community member.
Appreciate you sharing that. What else should we know about what you do?
As the General Manager of Virgin Hotels New York City, I specialize in creating exceptional guest experiences, strategic planning, and team development. I am known for my commitment to fostering a culture of excellence and clear communication. I am most proud of the positive impact I have had on my team and the memorable experiences we create for our guests. What sets me apart is my dual commitment to hospitality and community service as a volunteer firefighter. This unique combination brings a diverse perspective to my leadership style, emphasizing resilience, effective communication, and dedication.
Networking and finding a mentor can have such a positive impact on one’s life and career. Any advice?
Finding a mentor involves seeking out individuals who inspire you and whose values align with yours. Networking can be effectively achieved through industry events, professional associations, and community involvement. For me, volunteering as a firefighter has opened doors to a network of dedicated and community-focused individuals. Building genuine relationships based on mutual respect and shared goals has been instrumental in my professional growth.