Room for Flexbility: Sofia Costa

Travelodge is dedicated to creating a work environment where employees can flourish and reach their full potential. By prioritising diversity, inclusion, and personal development, the company strives for every team member to have the chance to “Learn More, Earn More, and Belong”. Additionally, Travelodge has an established in-house management programme called Aspire which has helped thousands of colleagues progress their careers from an entry-level position into Management. The programme is a great way to develop essential skills in the hospitality industry and there are a variety of levels that team members can apply to take part in. 

Sofia Costa’s career at Travelodge illustrates the company’s commitment to equal opportunities for all. Starting as a Housekeeping team member, advancing to manage one of London’s flagship hotels, and most recently becoming the Area Manager for Central London, Sofia’s journey highlights both her dedication and the development opportunities Travelodge offers its people . 

When did you first join Travelodge, and what position did you start in?

I started working at London Southwark Travelodge in September 2008 and then moved to London Farringdon Travelodge after maternity leave in 2010 as a Housekeeping team member and supervisor. While in housekeeping, I supported other departments within the hotel, gradually taking on more responsibility. I completed Travelodge’s previous in-house management training scheme in early 2013 and moved to London Kings Cross Central as an Assistant Hotel Manager in March 2013. I then became Hotel Manager for Covent Garden and most recently Area Operations Manager for Central London, the biggest step in my career yet. 

What made you want to join Travelodge? 

I had just arrived in the UK from Portugal and was looking for a job that would allow me to be available for my young child. Travelodge was a flexible option that suited my needs. I had never worked in cleaning before, so it was a completely new experience for me but I was very open to the idea of trying something different. 

What internal development programmes have you taken part in at Travelodge?

The first internal management course I completed was GEM in 2013. Over the years, I’ve completed additional training courses as an individual, which provided me with recognised qualifications. Although I already had a degree, these courses helped me understand the hospitality industry in the UK. I also recently completed Aspire Level 5. 

How did Aspire help you develop your career?

Aspire helped me reflect on my career options as well as work on my weaknesses and strengths to achieve my goals. The group sessions were invaluable for sharing experiences and building a broader awareness of how to influence others and manage upward. Aspire also gave me time away from day-to-day operations to focus on personal development, something that wouldn’t have been a priority if I wasn’t part of the programme. 

What did you enjoy most about Aspire? 

I particularly enjoyed the group sessions and the time for self-reflection during and after each session. The programme was tailored to meet my needs, and there was no pressure to conform to a specific path — it allowed me to focus on my personal growth. 

What do you enjoy most about your career now? 

I’m proud of what I’ve achieved so far. Coming from a different line of work and not having worked in housekeeping before, I had to learn and apply this new knowledge to lead my team and deliver strong results. The highlight of my job is undoubtedly my teams. I’ve built great teams over the years, met amazing people, and had the privilege of coaching and developing many into management roles. 

What does your job involve on a day-to-day basis? 

My days are always different, but 95% of my time is spent in the field, visiting hotels in my area. I manage 16 hotels and sometimes it can feel like a marathon commuting to each of them, but I enjoy spending most of my time with my team. I use this time to coach and develop my managers into successful leaders which is the highlight of my role! 

My hotel visits consist of observing, teaching, coaching, and interacting with the hotel team. I ensure we are compliant, safe, and legal, maximise our sales, and deliver profit in the hotels. Essentially, I ensure the hotel manager is well-equipped with the knowledge and structure to run a successful site so we can be a Brilliant Base for our colleagues and customers. 

What are the challenges of your role? 

Overall, I face challenges which are common in the wider hospitality industry, such as recruitment — both in terms of volume and skill set. With such a large team, ensuring everyone is knowledgeable and well-trained to perform at their best is critical. Personally, I strive to always do the right thing for my team and customers, especially during challenging times. 

Do you have any students at your hotel working during peak seasons/in the school/university holidays? If so, could you tell us more about this?

More than half of my team are students, spread across all departments. It works well as they have different working patterns and flexibility. They also bring a vibrant energy to the team with their ideas and perspectives on the world and society. During holidays, when we need more staff, I always prioritise fulfilling the hour requests of my student team members before recruiting externally. They appreciate the ability to stretch their hours when they are available.

Do you have any working parents working at your hotel? If so, could you tell us more about this and how Travelodge is flexible around their needs? 

Half of my housekeeping team are working parents, and most of them are single parents. I also have a significant number of working parents in other departments. Travelodge provides these colleagues with the flexibility to choose working days and hours that suit their family needs. This flexibility was essential for me when I joined Travelodge, as it allowed me to work around my children. For many years, this was also what made me stay with Travelodge. As a manager now, I believe it’s important to promote this flexibility and invest in a diverse team to sustain these opportunities.