This month we follow the sun to the Caribbean and Latin America, where we had the opportunity to sit down with Héctor Covarrubias, our Regional Managing Director for CALA, who is based in Mexico.

Could you tell us a little bit about your background?
“My background is in hospitality, and I have worked in this dynamic industry for over 20 years. Before moving into hospitality technology, I worked in hotels, including The Ritz-Carlton, Cancun which was voted the best resort in Latin America and top 10 in the world by Condé Nast Traveller and Travel & Leisure magazines. Prior to joining interTouch, I looked after the CALA region for several technology companies in the fields of electronic locks, energy management solutions and interactive entertainment. I have been with interTouch for almost nine years, and it has been an incredible journey full of growth and filled with unforgettable people and joy.”

What have been some of your most memorable moments over the past nine years?
“Strangely enough, one of the most memorable moments for me is when the global pandemic started in 2020. It was amazing to see how the interTouch team came together to help each other globally, both professionally and personally. This made me realise that I was truly in the right place with the right people.”

“From a business perspective, I am proud to be part of the success of interTouch in CALA. We have seen steady growth and doubled our customer base in the region with the successful installation of new products.”

“Personally, the birth of my son and the passing of my dad have been momentous moments for me.”

What is the most exciting part of your role?
“For me, it’s all about happy customers and ensuring that we deliver excellent solutions and services to all of our customers. I enjoy being able to learn from my colleagues in different areas of the business and to succeed as a team. I also really like the way in which we build and develop relationships at interTouch, I think this makes all the difference in the way we work internally and externally.”

What makes interTouch a great place to work?
“interTouch is a place where you can raise your hand, share your ideas, lead a project, contribute, and feel that you are part of the success of the company. Over the past nine years I have seen this happen every single day. If we find an opportunity or want to change something on a regional or global level, we can do this and make it happen. We can see our own ideas come to fruition, which is really fulfilling, and this makes interTouch a great place to work.”

“interTouch is a company that seeks to innovate and do things differently in the market and in our industry.”

What do you see as the key USPs of interTouch and the key strengths of your team in the region?
“interTouch has strong corporate values and state-of-the-art solutions, and most importantly, a very passionate and experienced global team. We share our expertise with clients and work alongside them as an extension of their team to make their projects a success. In CALA we are privileged to have customers all over the Caribbean and Latin America, including Brazil.”

What do you see as the biggest trends in hotel technology?
“I see a lot of interest in Passpoint technology and IoT solutions in the hospitality industry and I think the adoption of these technologies will further accelerate in 2022 and beyond. I also see a lot of interest in replicating a guest’s home experience in a hotel, especially when it comes to entertainment, content streaming, Wi-Fi connectivity and bandwidth. Travellers expect their hotel technology experience to be as easy and seamless as it is at home.”

What advice could you give to young professionals looking to start a career in hospitality (technology)?
“No one is too old to know The Ritz-Carlton’s famous ‘Three Steps of Service’, ultimately that’s what working in the industry is all about. We’re here to create and provide a great experience to every single guest, every single day.”

Do you have a role model in life / business? If so could you tell us about him/her?
“My dad is my role model in life. He showed me the importance of the right balance in life between family and business, and the importance of having a strong work ethic.” 

What is your favourite business quote / mantra?
“I really like this poem from Alfred Lord Tennyson – Ulysses. I have this printed in my office and read it to inspire myself, especially these lines:

The sounding furrows; for my purpose holds
To sail beyond the sunset, and the baths
Of all the western stars, until I die.
It may be that the gulfs will wash us down:
It may be we shall touch the Happy Isles,
And see the great Achilles, whom we knew.
Tho’ much is taken, much abides; and tho’
We are not now that strength which in old days
Moved earth and heaven, that which we are, we are;
One equal temper of heroic hearts,
Made weak by time and fate, but strong in will
To strive, to seek, to find, and not to yield.

What are your key learnings from the Covid-19 pandemic?
“I think we’re still learning and even when it seems like we already crossed the bridge, there are still some lessons to be learned. For me personally, the importance and value of patience has been the key learning from the pandemic.”