On the occasion of the 10th anniversary of the Marina Club Hotel , we conducted an interview with the General Manager of the property, Dominika Czyżak. Having been associated with our brand for many years, she will answer 10 questions from which we will learn, among other things, what Marina Club Hotel means to her, what challenges she has had to face so far, what challenges lie ahead, and whether one has to pay for the stay of fish in the hotel.
We invite you to read!
Marek Frączek: How many years have you been associated with the hotel industry?
Dominika Czyżak: My adventure with hotels began 13 years ago. I had the opportunity to work in both guesthouses and hotels. I still remember the times when reservations were coming in by fax and systems lacked any automation. The changes in the last 10 years have been enormous. The primary change has been the increase in competitiveness. 10 years ago, not much was happening on this side of the Motława River. Spichrzów Island was a big hole in the landscape of Gdańsk; in 2014, development was only being planned. Currently, there are around 90 hotels and hotel-standard facilities in the city center and about 1000 accommodation facilities in total. Short-term rental apartments play a big role here, and their development has a huge impact on the industry over the last few years.
MF: How did you perceive Marina Club Hotel when you started working there?
DC: It is worth noting that I started my work at Marina Club Hotel as a receptionist. I already had several years of experience at the reception and a year of managerial experience. Marina Club Hotel was then a new facility in a prestigious location. It seemed to me to be an excellent place to develop my skills and gain experience in the industry. I remember that back then, the reception was the cradle of hospitality. Direct contact with guests, conversation, a smile, and a genuine relationship are the essence and foundation of a hotel. I thought about it like that in 2015 when I started working at 10 Szafarnia Street, and I still think that way now.
MF: Are there any other people working at the hotel who remember the beginnings of Marina Club?
DC: This is a very interesting question. It turns out that Marina Club Hotel is also, above all, about people. The place is built by people, and this is very visible in our hotel. There is a handful of people at the Marina who remember the opening and are still with us today. This is primarily a strong housekeeping team, led by the Head of Floors. These are people who treat the hotel as their second home, emotionally and sentimentally connected to it. They have spent a lot of time, effort, and heart here. Besides the housekeepers, I have also experienced numerous departures and returns. Departures are necessary: we gain different experiences, learn various perspectives, draw from the experiences of others, and forge industry friendships. This is very important.
There is also you, Marek, who have gone through a turbulent path from receptionist, to manager, and then to the sales department. Everything was interrupted by departures that ended in returns. Currently, we can proudly say that people stay with us; we do not have employee turnover. We care for them and expect loyalty and involvement. I believe this is a fair arrangement. Most employees part with us with a tear of emotion, and if our cooperation went well, they always hear that the door is never closed, and not one person has passed through it a second or third time...
There is something incredible about this place and these people - people return to the Marina. For many of us, it is like a Mother Hotel. We take care of each other.
MF: Who is Marina Club Hotel for?
DC: If you are asking about guests, this hotel is primarily for people who value an individual approach. When you are with us, you are not just another number on the arrival list. The guest is important, we see them, and we greet them with a smile. This is a place for those looking for exceptional experiences; the view from the windows is unforgettable. Morning coffee by the Motława River while observing the waking city and an evening drink on the rooftop of the building. Marina builds on experiences that weave into memory and create amazing recollections. The hotel at 10 Szafarnia Street is for those who want to fully experience the city amid the rush of daily life.
MF: Are views from the windows and an individual approach the only aspects for which guests choose this hotel?
DC: These are just some of the reasons why it is worth staying with us. We know the market in downtown Gdańsk well and we know that the size of the rooms is exceptional. Marina can boast that most of its rooms are 30-42 m2, additionally, we are not limited by surrounding buildings. Hotel rooms are located on floors 5-9, and the Main Town buildings do not rise above 4-5 floors. Therefore, every room in our hotel rises above the city buildings, not blocking light or obstructing the view. The apartments are also equipped with kitchenettes, including a microwave and a heating plate, as well as a dishwasher. Such equipment is not found in this price segment and three stars.
MF: What has been the biggest challenge the hotel has had to face?
DC: We all know that hospitality is divided into the era before and after Covid. Of course, the pandemic was a challenge, but so was learning to work in a new reality. I personally participated in this change after the pandemic when the world learned to be ready for the unexpected. Therefore, flexibility and creativity in facing challenges are currently highly valued skills. With this mindset, we move into the future, seeing problems as tasks to solve.
MF: And what difficulties is Marina Club currently facing and the entire hotel market in Gdańsk?
DC: A major threat is market saturation. We have all felt its effects, and two new large investments (planned for 2024/25) have not yet opened. An additional 700 rooms will soon join an already saturated market. The result of this increase in supply is falling average prices. In my opinion, the automation of adjusting room prices to competition is also a threat, which most large establishments take advantage of. I believe that Gdańsk often offers an inadequately low price, and hoteliers, instead of fighting for guests, are pushing against each other with prices.
MF: What does Marina Club Hotel mean to you?
DC: As I mentioned earlier, the hotel is primarily about people. Therefore, I wish the people of the marina to confidently continue their development and participate in the development of the hotel. I hope it will be a workplace where they experience much joy, where they are heard and valued. Marina is a special place for me; first, I gained experience here, then as a leader I built, and I still create the hotel reality together with the team.
MF: Will you share an interesting or funny anecdote from hotel life?
DC: It is hard to quickly choose that one story that stands out from the others. One thinks that having worked in this industry for so many years, nothing can surprise them, yet something interesting always happens. Certainly, it is something that fascinates and diversifies work in the hotel. Nevertheless, I think my favorite story happened when I was still a receptionist. I answered a call from a person who was booking a room on our website and got stuck at the stage of adding a pet stay. Imagine my face when the gentlemen asked if when he came with fish in a portable aquarium, he would have to pay 60 PLN per fish per night, and if so, could he negotiate that price. Of course, the guest did not have to pay anything for the fish.
MF: What do you wish for the hotel in the next 10 years?
DC: As mentioned above, the hotel is primarily about people. Therefore, I wish the people of the marina to confidently continue their development and participate in the development of the hotel. I hope it will be a workplace where they experience much joy, where they are heard and valued. I hope that in the next 10 years we will manage to maintain the quality and level of services so that our guests return with full gratitude to the place they fondly remember. The plans for the near future include renovation and modernization of rooms and common areas, as well as the development and expansion of the SPA area.
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