There’s not many people who can say they found their long-term career at 17, but Roya l’Anson is one of them.

l’Anson, general manager of the Accor-run Hotel Woolstore 1888 Sydney, is unlike many senior hoteliers in the industry in that she began her career as a room attendant and worked her way up the ranks to GM. Here she chats with Travel Weekly about her biggest career moments to date, including becoming a hotel GM at just 27 and the odd synchronicity that let her know she was on the right track.

Hotel Woolstore 1888 Sydney transits to Accor’s Handwritten Collection

Hospitality was in her bones

It is well known that the hospitality industry is struggling to recruit young people. Thankfully, l’Anson had a positive perception of the industry from a young age.

“When I was leaving school, my mother was an operations manager for an outsourced housekeeping company at the time [this meant she held multiple roles within hotels] and my dad was (still is) a chef at a boarding college,” she said.

“Hospitality was a story in our family.”

Her mum got her a job cleaning hotel rooms at 17, but it wasn’t until a couple of years later that l’Anson knew she had found her forever career.

“When I was 19, I got the opportunity to cross-train on reception at the hotel. That was when I knew I was in it for the long haul. I loved being in reception.”

This early experience cemented her passion for hotels and guest services. Some of her key early roles included assistant front manager at the iconic The Menzies hotel and operations manager at Ibis Sydney Barangaroo.

The power of a mentor

Despite rapidly rising through the ranks, it wasn’t until her boss suggested that she apply for a general manager position at Ibis Budget St Peters that l’Anson decided to aim for the top job.

“My then general manager encouraged me to apply. I thought I was not ready for a general manager position, and there’s a lot of stigma around Ibis budgets. You’re a general manager, but you’re still hands-on, and you have to do everything including the general manager tasks. I jumped at the chance, because I still wanted to be involved in the operation and I was still learning everything to do with hotels. I was appointed as general manager of Ibis budget St Peters when I was 27.”

l’Anson ended up spending five years at Ibis Budget St Peters. Then, after a brief stint at Ibis Budget Olympic Park, she got the opportunity to rejoin Ibis Sydney Barangaroo as a general manager.

It was here that an odd synchronicity occurred.

“I started at Ibis Barangaroo as an operations manager on the 7th of November 2017 and then, five years later, on 7th of November 2022, I returned as general manager.”

“It was just a coincidence. I looked at both my contracts when I got them, and I was like, wait a minute, it’s exactly five years,” she said.

Managing an icon

l’Anson got another surprise when she applied for her current role.

“The job role description just said it was a boutique hotel transitioning to an Accor and no one knew what it was,” she said.

When the Shakespeare Company bought the Ovolo-owned Hotel Woolstore 1888 Sydney in Darling Harbour, they were initially very secretive about the purchase, she explained.

“It was very hush-hush for a very long time with NDAs, I actually applied for the role blind.

“I went to a couple of interviews, still not knowing what hotel it was, and then when I found out, I absolutely died. I had to keep it a secret for so long, and couldn’t tell anyone, because it was all hush-hush in the background.”

Throughout the quiet months leading up to the formal announcement, she prepared for the challenging transition, often managing tasks remotely and unable to engage directly with the team.

“The secrecy was tough, but it paid off when we launched the transition smoothly and confidently,” she said.

Creating a culture of ‘mucking in’

One of the first things she has implemented is encouraging staff to help with tasks outside of their usual roles.

“When I joined, each department was independent, with no collaboration,” she explained. With a focus on team integration, she implemented cross-training, empowering staff to assist in multiple areas, from the front desk to housekeeping.

“This not only enhances teamwork but also broadens each staff member’s understanding of the hotel’s operations,” she explains.

She is also focused on building a unique experience that will help the, already iconic boutique hotel, to stand out.

“Hotels need to stand out now more than ever,” she states, describing plans for an in-house dining concepts that incorporates bold design and an innovative Spanish-inspired menu. “We want guests to walk in and feel an instant wow factor.”

Through each stage of her career, her passion for hands-on management has remained a priority.

“Even as a general manager, I still work at the reception, answer guest calls, and even make coffees,” she says.

One thing is for sure: I’Anson is one to watch.