{"id":28545,"date":"2023-06-01T12:04:03","date_gmt":"2023-06-01T10:04:03","guid":{"rendered":"https:\/\/www.riu.com\/blog\/?p=28545"},"modified":"2023-06-01T12:19:35","modified_gmt":"2023-06-01T10:19:35","slug":"tribute-pilar-guell","status":"publish","type":"post","link":"https:\/\/www.riu.com\/blog\/en\/tribute-pilar-guell\/","title":{"rendered":"Luis Riu: \u201cToday I pay a small tribute to my mother, Do\u00f1a Pilar, a shining example of strength, talent and kindness\u201d"},"content":{"rendered":"

I\u2019ve wanted to write this post for a long time, but she\u2019s so modest she\u2019s been resisting a little bit. I couldn\u2019t be happier that she\u2019s finally agreed to be the protagonist of one of the articles she so loves to read. Today we discuss, from my perspective, my mother, Do\u00f1a Pili or Pilar G\u00fcell<\/strong>; the person in the family that all staff and suppliers remember with the most affection. She has made an enormous impression, and not because of who she is, but because of how<\/em>\u00a0she is. Because of her strength, her capacity and her kindness.<\/p>\n

\"Pilar<\/a>

Pilar G\u00fcell with her children, Carmen and Luis Riu, the heads of RIU Hotels & Resorts.<\/p><\/div>\n

Pilar G\u00fcell: meticulous, accurate, kind, and an indispensable part of RIU\u2019s history<\/h2>\n

\u201cI liked my work so much, I was happy, I loved to chat with everyone, to learn from them, and it costs nothing to be nice. I\u2019ve always said as much to my children as well as to my grandchildren: we need people, we wouldn\u2019t get very far on our own<\/b><\/strong>, and in order to keep them at your side you have to treat people well\u201d, she says.<\/p>\n

It\u2019s a maxim by which I also try to live. I hate the ugly atmosphere left by an argument, so I try to avoid them or resolve situations immediately. It costs very little and the benefits are enormous. Although I also think it\u2019s a question of character. \u201cWhen I was younger I was very lively\u2014now I\u2019ve become more calm\u201d, she says, laughing, and it\u2019s true that for her 87 years she has an amazing energy<\/b><\/strong>. We are alike in that way, although she says that I\u2019m funnier than her. \u201cLuis always makes us laugh\u201d. What else would she say, she\u2019s a proud mother and never skimps on praise. \u201cObviously, Luis is extraordinary in my eyes. He has vision, taste, he\u2019s meticulous\u201d. It\u2019s not in bad taste to include that if it\u2019s her saying it, is it?<\/p>\n

Do\u00f1a Pili, her expert eye reviews all of RIU hotels’ construction projects<\/h3>\n

We\u2019re both meticulous. For many years<\/b><\/strong>, and until she retired, she helped build the hotels<\/strong>. Doing very diverse tasks depending on how advanced the project was. From revising the quality of the tiling, to the tiniest details of cleanliness or d\u00e9cor<\/strong>. \u201cIf you look, you see it. The fundamental thing is to look. I have always tried to look with the customer\u2019s eyes. For example, I would get in the bathtub to see what the customer would see. And if the finish on the tiles or the taps wasn\u2019t perfect, it would give the impression of poor quality. I\u2019ve made more than one foreman get in the bathtub so that they also see it with their eyes\u201d, explains my mother, and it\u2019s a perfect example of the level of detail at which she worked.<\/p>\n

\u201cI always looked a lot at the paintings<\/strong>\u00a0a as well. There was one time when I drove a foreman crazy because there were several tiny paintings in the rooms. The builders work with the levelling, which is fine, but if the roof is slightly sloped, the picture looks crooked. You have to look, take a step back, sit down. It\u2019s simple\u201d. She is able to remember endless anecdotes, hotels and projects in this way. She says she doesn\u2019t have favourites, that she feels at home with all of them. She likes the ones that have beautiful views, like the Riu Palace Maspalomas<\/u><\/a>, but she can\u2019t pick just one. \u201cWhen you work to build them, each hotel is like bringing up a child, and the day when it opens is enormously satisfying. In total I was present at more than 60 openings<\/strong>\u201d, she explains with pride.<\/p>\n

\"Pilar<\/a>

Pilar G\u00fcell during an interview held in 2021 at the Riu Concordia hotel in Playa de Palma. The photos from that interview have been used to illustrate this article.<\/p><\/div>\n

If it had been up to her, she wouldn\u2019t have retired in 2007 when she did<\/strong>. \u201cI fell on the Riu Santa Fe<\/u><\/a>\u00a0site and broke my patella. Although I recovered very well, my children wouldn\u2019t let me go back after that\u201d. She explains this with sadness. What she forgets is that a short time afterwards, the first day on holiday in Riviera Maya, she fell again and hurt her wrist as well, and the most sensible thing to do was to step aside. Even so, she can\u2019t help but get excited when she thinks about work. She remembers all her colleagues with so much affection, especially all the staff that have worked with her.<\/p>\n

\"The<\/a>

The housekeeping team from the Hotel RIU San Francisco in a picture from 1957. In it, you can see the uniforms sewn by Mar\u00eda Bertr\u00e1n and Pilar G\u00fcell. Also appearing in the image is a young Carmen Riu (center).<\/p><\/div>\n

Pilar G\u00fcell’s great qualities are her capacity for work and organization<\/h2>\n

But she wasn\u2019t always on site. During the first years at the Hotel San Francisco<\/u><\/a>\u00a0she and my grandmother Mar\u00eda<\/strong>\u00a0made a plan to share out a whole host of tasks. The first year at the hotel they had a washing machine, but it didn\u2019t rinse. The two of them had to rinse the clothes, put them in the centrifuge and then hang them up. They sewed curtains, sheets, bedspreads, tablecloths and napkins themselves. But they also manned the bar or reception, as well as Housekeeping. \u201cWe were a family and we all worked together. We would be doing one thing, then we\u2019d take on another job, you\u2019d add in another task, and as it was really gradual, you didn\u2019t notice\u201d. She explains her enormous capacity for work<\/strong>\u00a0like this, as if it were the most natural thing in the world. And it doesn\u2019t matter how much time goes by, she still says today that she \u201cisn\u2019t an expert in anything\u201d, and that\u2019s why she has always been conscious of what she could learn. From some aspect of cleaning by a housekeeper to plumbing carried out by a technician. At the end of the day, she ended up with impressive technical knowledge about everything<\/strong>.<\/p>\n

\"Pilar<\/a>

During the early years of operation, Pilar G\u00fcell and the staff at the Hotel San Francisco had the custom of bidding farewell to guests when they were picked up by the shuttle bus to go the airport.<\/p><\/div>\n

\"The<\/a>

Luis Riu Bertr\u00e1n and Pilar G\u00fcell at the entrance of the San Francisco Bar pictured with the bar staff.<\/p><\/div>\n

Pioneer of RIU\u2019s housekeeping system<\/h3>\n

The company grew quickly, first with the expansion of the San Francisco hotel, and then with the opening of new hotels. She sums it up like this: in winter we did the building work, or general cleaning, and in summer it was General Housekeeping<\/strong>. And so that\u2019s how she, who has always got up very early, ended up specialising in cleaning. For years she took on the organisation of every housekeeper\u2019s work in all the hotels in Palm Beach<\/strong>, which ended up being ten. \u201cFor each housekeeper I would prepare a sheet of paper that I\u2019d leave in their cleaning trolley. With a system of symbols to indicate whether the room needed refreshing, a change of bedding or was being vacated (and therefore needed deep cleaning). And also which needed to be done first, according to the day\u2019s arrivals.\u201d An innovative system<\/strong>\u00a0that she invented to speed up her work and that is basically still used today, now converted into a computer programme called Housekeeping<\/em><\/strong>.<\/em><\/p>\n

It\u2019s impressive to think of the volume of work she was capable of taking on. She has always shown enormous vitality. A natural capacity to work and to motivate. She has been a key part in the creation of the company that is RIU today<\/u><\/a>. In those first few years when everything was still to be done, she established very solid foundations for the systems of work that have been implemented in every hotel<\/strong>\u00a0since then. But, she underplays its importance. \u201cYou just naturally take on first one hotel, then two… and you keep adapting and organising almost without noticing. It\u2019s different if someone starts from zero in the company and suddenly they have to take on your work, that is very difficult. But to me it didn\u2019t seem so much\u201d, says my mother.<\/p>\n

\"A<\/a>

There are many photographs like this one from the 1950s and 1960s of Pilar G\u00fcell and her husband Luis Riu in the ballroom of the Hotel San Francisco, where they organized dances for the guests every night.<\/p><\/div>\n

\"Pilar<\/a>

G\u00fcell and Luis Riu Bertr\u00e1n with a guest at one of the dances organized at the Hotel RIU San Francisco in Playa de Palma.<\/p><\/div>\n

\"Pilar<\/a>

Pilar G\u00fcell, also known as Do\u00f1a Pili, has been a key figure in the management of the RIU hotel chain for decades. Do\u00f1a Pili has always stood out for her elegance.<\/p><\/div>\n

Her work routine at the RIU hotel always began very early in the morning<\/h3>\n

Her shift would start very early. One of my fondest memories of my first years working with RIU is the night shift on reception at Riu Bali<\/strong>. The night is very long, from 11pm to 7 in the morning. Until 2am or thereabouts it\u2019s nice because there\u2019s movement, people coming and going, chores and calls. But between 3am and about 5.30, there\u2019s nobody around. You\u2019re alone. You are like the guardian of those who sleep. So when<\/strong>\u00a0my mother arrived<\/strong>, between 5.30 and 6am, depending on where the shift started, it was a joy. She would turn up with a smile and her perfume, and her arrival signalled that day had arrived and finally the night was ending<\/strong>.<\/p>\n

She didn\u2019t always do it this way. \u201cWhen you lot were little, I waited until you left for school before going to work, so I arrived around 8.30am. And when you came back I went home to be with you until bedtime, and then I went off to man the bar whilst you stayed with your grandmother. I could do it this way because we lived next to the hotels\u201d, she remembers. And if she talks about us, she can\u2019t help saying we were very good children. \u201cYes, you and Carmen<\/u><\/a>\u00a0were very good. You never caused any real problems, apart from the usual that come with adolescence. I have always trusted you both a lot<\/strong>\u201d.<\/p>\n

\"Pilar<\/a>

Pilar G\u00fcell tending bar at the Hotel San Francisco of the RIU chain.<\/p><\/div>\n

\"Pilar<\/a>

At the reception desk of the Hotel San Francisco. In addition to offering guests their keys, they also offered postcards, toiletries, and small souvenirs.<\/p><\/div>\n

\"Three<\/a>

Three generations of the Riu family: Juan Riu and Mar\u00eda Bertr\u00e1n; Luis Riu and Pilar G\u00fcell; and Luis and Carmen Riu.<\/p><\/div>\n

\"Luis<\/a>

Luis Riu Bertr\u00e1n and Pilar G\u00fcell with their daughter, Carmen Riu, in front of the Hotel Riu San Francisco in Playa de Palma.<\/p><\/div>\n

A leader of Human Resources management within the RIU hotel chain<\/h3>\n

From what my mother says, she intuits a lot of her business knowledge. What is now explained on Management Skills courses, she did instinctively<\/strong>. For example, how to give good feedback, how to correct, establish objectives and give rewards. \u201cOf course, if someone does things right you have to tell them, so that they know that their work is appreciated. And if there is something wrong, it should always be discussed in private, never in front of other colleagues or bosses.\u201d It was always important for her to talk to her team about specific situations and, if possible, directly with the persons involved so \u00a0they understand what is needed from them.\u00a0For my mother, kind and fair treatment has always been a key principle. And people have acknowledged that with much affection and admiration. In fact, the housekeepers really trusted her and consulted her not only about work matters, but also about personal issues too.<\/p>\n

\"Luis<\/a>

Luis Riu Bertr\u00e1n and Pilar G\u00fcell with their children, Carmen and Luis Riu, at a celebration at the Hotel Riu Bravo in Playa de Palma.<\/p><\/div>\n

And we should also underline her ability to<\/strong>\u00a0notice talent<\/strong>. A good example is when she recommended to me that I hire Jos\u00e9 Mar\u00eda Sanchis, who now directs RIU\u2019s Technical Consultancy department for America<\/strong>. He was then working for a kitchen-fitting company and my mother said to me: \u201cLuis, this boy is very good. If he\u2019s around, things get done and get done well. He\u2019s a hard worker and I think he\u2019d be ready to go with you to Punta Cana\u201d. I listened to her, and 30 years later he has become my right hand man on all the projects on the continent<\/strong>.<\/p>\n

Construction supervisor for RIU hotels in the Canary Islands, Punta Cana and Mexico<\/h2>\n

She often remembers that I was away for much longer than my sister. On finishing my degree in Barcelona, I went to work for a year in Marbella. When I came back, I very soon went to the Canary Islands and five years later to Punta Cana. Carmen also studied and balanced the final two years in Barcelona with work away from RIU, but since then she\u2019s always been closer to my mother. Because of this it was such a joy that my mother accompanied me on the Canary Islands projects<\/strong>. She came and stayed for months, doing so much to make sure it went well: assuring the quality of the buildings, cleanliness and d\u00e9cor.<\/p>\n

The Punta Cana project<\/strong>\u00a0was also an opportunity to live together and have her close to me. And a joy for everyone that she could also be with my children Luis, Naomi<\/u><\/a>\u00a0and Roberto who were all born over there, with little more than a year\u2019s gap between all of them. Over there she worked very closely with my wife Isabel, who learned an awful lot from her<\/strong>. Isabel specialised so much in cleaning and reviewing details that she ended up knowing more than my mother in certain aspects. She\u2019d had, without doubt, the best teacher.<\/p>\n

\"Pilar<\/a>

Pilar G\u00fcell at the Hotel Riu Taino with her grandson Luis Riu Rodr\u00edguez.<\/p><\/div>\n

People in the Dominican Republic, Mexico<\/u><\/a>\u00a0and Jamaica still ask me about Do\u00f1a Pili<\/strong>\u00a0today. They remember her with a lot of affection. Everyone was astonished by her energy and enthusiasm. Multiple people have been embarrassed to admit they found it tough to keep up with her pace. Her and Ram\u00f3n Arroyo<\/u><\/a>\u00a0had a kind of unwritten challenge to see who would get up earlier. Although if Ram\u00f3n gets up first it\u2019s difficult to keep sleeping, because he whistles and sings as he goes down the corridors.<\/p>\n

This also makes me remember other bets that are still made today on site<\/strong>. Sometimes, when I find a fault or a niggle I hear groans, it\u2019s because they\u2019ve been making bets! And the person groaning had bet that I wouldn\u2019t see it. It happens to me a lot. And my mother, she had this kind of eye as well.<\/p>\n

Pilar G\u00fcell, a professional and personal role model for the entire Riu family<\/h2>\n

My mother says that she has never been one to think about the past or to worry about the future. She is a person who focuses on the present<\/strong>. Another life lesson. What she recommends to all of us today is to pursue well-being\u2014that has been a maxim in her life. A philosophy that\u2019s perhaps behind this great capacity she\u2019s had to dedicate herself to her family and at the same time to be an essential part of the company<\/strong>.<\/p>\n

And if you ask her about any difficult project, she\u2019ll remember some anecdote like that stony-faced manager she had to deal with in Fuerteventura, or the difficulty on the Chiclana site when the rains turned the terrain into a quagmire that was almost impossible to walk across. But she underplays them. They are problems that come up and that you have to solve to keep going. And if I ask her if there\u2019s anything she regrets, or would do differently, she finds nothing to complain about. \u201cEverything is a product of the specific moment and circumstances. No, no I wouldn\u2019t change anything\u201d, she reflects.<\/p>\n

\"Four<\/a>

Four generations of the Riu family with the founder of the hotel chain, Juan Riu, in the center.<\/p><\/div>\n

Mother of a family, entrepreneur, worker, friend. My mother is an admirable and admired person<\/strong>. Straightforward and direct. Humble and gentle. She says that she\u2019s very proud of us, of how far RIU has come<\/u><\/a>, of her grandchildren and great-grandchildren. But the reality is that it is us who feel great pride. This article is too short really to explain everything that she has done and who she is. But one thing we know for sure, and that is that we have had the best mirror in which to see ourselves<\/strong>. Both as people and as professionals. Thank you Mam\u00e1 for everything!<\/p>\n","protected":false},"excerpt":{"rendered":"Pilar G\u00fcell, wife of Luis Riu Bertr\u00e1n, who, for decades, has been in charge of construction and housekeeping services for the chain. A tireless worker as well as a personal and professional example for the entire staff. Now, at the age of 87, she receives the recognition and tribute from the entire Riu family.","protected":false},"author":3,"featured_media":28385,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[1716],"tags":[],"class_list":["post-28545","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-luis-riu-en"],"acf":[],"yoast_head":"\nThe Riu Family\u2019s Tribute to Pilar G\u00fcell | Blog RIU.com<\/title>\n<meta name=\"description\" content=\"Luis Riu, CEO of RIU Hotels & Resorts, pays tribute to his mother, Pilar G\u00fcell, a cornerstone for the hotel chains\u2019s growth & business development.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.riu.com\/blog\/en\/tribute-pilar-guell\/\" \/>\n<meta property=\"og:locale\" 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