With over 25 years of dedication to the hospitality industry, Francelina Amaral has built a remarkable career rooted in passion, people-first leadership, and a keen eye for operational excellence. From her early beginnings at the prestigious Langham Hilton in London to her tenure as General Manager of InterContinental Cascais-Estoril by IHG, Francelina’s journey reflects a deep commitment to innovation, sustainability, and refined guest experiences. Today, she stands as one of the most influential leaders shaping luxury hospitality in Southern Europe.
A Journey of Passion and Purpose
Francelina’s hospitality career began in London, where a formative internship at the Langham Hilton sparked a lifelong devotion to the industry. “I knew very early on that this was more than a job—it was a calling,” she recalls. After gaining experience on the front desk of a boutique hotel, she progressed steadily through leadership roles in a variety of luxury properties. Each chapter of her career added valuable insight into both resort and city hotel operations across diverse markets.
Her path eventually led her to IHG, where the InterContinental brand’s values closely mirrored her own. “InterContinental’s focus on cultural connection, authentic service, and sustainability resonated deeply with me,” Francelina shares. “It offered the perfect canvas to create distinctive guest experiences while making a positive impact.”
Why InterContinental Cascais-Estoril?
Located on Portugal’s breathtaking coastline, InterContinental Cascais-Estoril was an ideal platform for Francelina’s vision of elegant, conscious luxury. “The property’s blend of heritage, sophistication, and seaside charm provided an extraordinary canvas to deliver meaningful stays,” she explains. Under her leadership, the hotel thrived as a benchmark for modern luxury, where timeless hospitality met thoughtful innovation.
Leadership Evolved Through Experience
Francelina’s leadership philosophy has grown alongside her career. “In the beginning, I was focused on structure and efficiency,” she reflects. “But over time, I realized the true power of emotional intelligence and trust. Today, my approach is centered on empowering teams, fostering a shared purpose, and leading with authenticity.”
She places a strong emphasis on mentorship, communication, and team cohesion. “People thrive when they feel seen, heard, and supported. That’s when they bring their best to the table.”
Balancing Excellence and Profitability
Delivering exceptional service while meeting financial goals is an art Francelina has mastered. “It starts with aligning the team around the guest journey,” she says. “When we deliver extraordinary experiences, loyalty and profitability follow.” Strategic investment in staff training, smart technologies, and data-driven decision-making ensured the hotel maintained its edge without compromising luxury or warmth.
Keeping Teams Energized in a Demanding Environment
In the dynamic world of hospitality, keeping morale high is no small feat. Francelina leads by example, especially during peak periods. “I make it a point to be visible—on the floor, supporting the team, celebrating small wins, and encouraging open dialogue. These small actions build trust and resilience,” she says.
Her leadership model is collaborative and inclusive. She fosters a culture where cross-functional collaboration and personal accountability go hand in hand.
Driving Innovation Through Diversity and Curiosity
Francelina is a champion of continuous improvement. At InterContinental Cascais-Estoril, innovation was embedded into daily operations through post-shift debriefs, brainstorming sessions, and a welcoming attitude toward ideas from all team members. “We were fortunate to have a team representing multiple generations and nationalities—it brought both fresh ideas and seasoned perspectives,” she explains. “Everyone, regardless of role, was empowered to contribute.”
Anticipating the Future of Hospitality
Francelina has her eyes firmly on the horizon. “The next five years will be defined by personalization powered by AI, immersive guest journeys, and sustainable luxury,” she predicts. InterContinental Cascais-Estoril integrated smart-room technologies, wellness-forward experiences, and strategic local partnerships to deepen cultural authenticity.
Adaptability was key. “We stayed agile through scenario planning, professional development, and by listening closely to our guests and teams. The best way to keep up with change is to stay curious.”
Sustainability as a Strategic Imperative
Under Francelina’s leadership, sustainability became a core principle. “We were fully aligned with IHG’s ‘Journey to Tomorrow’ goals,” she affirms. The hotel actively reduced its carbon footprint, eliminated single-use plastics, and engaged in community partnerships. A zero-waste initiative in the kitchen led to a 30% reduction in waste, and energy-efficient lighting systems were rolled out throughout the property. “These were steps toward a better planet—and a better guest experience,” she added.
Harnessing Emerging Technologies
Technology played a central role in Francelina’s strategy. From express digital check-ins and AI-enhanced CRM systems to a digital concierge platform, the hotel embraced innovation to enhance efficiency and personalization. “Technology allows us to serve our guests in smarter, more seamless ways—but it always complements, never replaces, the human touch.”
Recent Milestones and Impact
Francelina’s recent initiatives left a lasting impact. The digital concierge project streamlined communication, while sustainability programs deepened community engagement. “Every innovation introduced was aimed at making the guest feel more connected—to the hotel, to the destination, and to the values we stood for.”
A Vision Rooted in Excellence and Connection
Francelina’s vision was to position InterContinental Cascais-Estoril as a trailblazer in modern European luxury. “Investing in people, technology, and service design ensures that every guest experience is exceptional,” she said. “Luxury today is about relevance, personalization, and purpose. That’s the future we were building.”
Tapping into Emerging Markets
Francelina recognized opportunities in wellness tourism, long-stay travel, and the evolving “bleisure” trend. “We tailored services for remote workers, extended-stay guests, and wellness-seeking travelers,” she notes. Strategic regional partnerships and curated local experiences were key to tapping into new European feeder markets.
Leadership in the Age of Transformation
As the industry transformed, so did the definition of leadership. “Today’s hospitality leaders must be agile, inclusive, and digitally fluent,” Francelina emphasized. “But above all, they must be human. Technology evolves, but the warmth of genuine hospitality always remains at the core.”
Advice for Tomorrow’s Leaders
For aspiring hoteliers, Francelina offers heartfelt guidance: “Never stop learning. Seek out mentors. Be present with your team. Hospitality is about people—guests, colleagues, communities. Stay passionate and curious, and you’ll always find your way.”
Looking Ahead
Recognized as one of the Top Influential Hotel General Managers in Europe to Watch in 2025, Francelina Amaral concludes a highly successful chapter at InterContinental Cascais-Estoril, highlighted by the prestigious Forbes Four Star Travel Guide rating in 2025. She is now preparing to embark on an exciting new role within IHG, the announcement of which is eagerly anticipated and one that the industry will undoubtedly watch closely.
