What's it like to work as Assistant Manager in Gran Canaria? An interview with Eros Provenzano

Ever since his very first day at the front desk, Eros Provenzano has known that hospitality was his calling. “I have always liked the idea of working with people who are on holiday, as they are usually in a good mood,” he shares. “Tourism is obviously one of the key sectors here in the Canary Islands, yet the main thing that attracted me to the hotel world was its versatility: each department is different, every day brings something new, and you constantly learn and evolve. This job is never boring.”

A Multicultural Upbringing and Early Career Steps

Having moved to Gran Canaria from Düsseldorf with his parents — a Spanish mother and an Italian father, Eros is no stranger to multicultural environments. “I liked the idea of working with people who come from different cultures and being able to use the languages I’d grown up with.” Eros studied acting before taking his first steps in hospitality with an internship at a hotel in Gran Canaria. “Since then, I’ve stayed in the hospitality industry and never looked back.”

After a stint in Ibiza, he came back to Gran Canaria and explored a couple of hotels, but he always had eyes on Grand Hotel Residencia: “It has always stood out to me as the benchmark for luxury tourism on the island.” When an opportunity arose to apply for the position of an Assistant Manager, he didn’t hesitate for a moment.  

Joining Grand Hotel Residencia: A Long-Awaited Opportunity

“As soon as you step through the archway at the entrance, you immediately sense that you’ve entered somewhere very special — a delightful oasis of tranquillity and excellence.” Eros was especially impressed with Grand Hotel Residencia’s high number of returning guests, who come back to the hotel year after year. “The relationship between our team and the guests is truly unique, I’ve never experienced anything like this anywhere else. And while it is our role to serve the guests, it often feels like we’re all a big family. Guests often stay in touch throughout the year, sending us photos of their families. This means that they are thinking about us on special occasions, and it makes me proud and happy.”

Personalised Service: The Key to Guest Loyalty

Eros believes that the guests’ loyalty is a result of the hotel’s impeccable organisation and remarkable attention to detail, which translate into a truly personalised experience: “The key lies in anticipating what the guests might need or wish for. Our IT system allows us to store information in the guests’ profiles, and we can make sure that anything they might have enjoyed during previous stays will be there when they return,” Eros says. He thinks that the boutique size of Grand Hotel Residencia plays an important role. “With just 94 rooms, we’re always able to truly personalise our service. Here, guests are never just a room number. Whenever possible, we address them by their names.” The happy family seems to be constantly growing: “We are now welcoming second and third generations of families who continue to visit our oasis.” 

For the Assistant Manager at Grand Hotel Residencia, there’s no such thing as a typical day. “That’s the beauty of this role,” Eros says. “My days revolve around making every part of our guests’ experience flawless. I’m always out and about, interacting with guests and ensuring that everything is running smoothly.” As for the repetitive tasks, Eros names managing correspondence and handling internal reports, as well as updating the à la carte menus in four languages.

Gastronomy as a Cornerstone of the Guest Experience

“Chef Wolfgang Grobauer changes the dishes every day to reflect the best seasonal ingredients, both local and international.” According to Eros, the exceptional cuisine is one of the strongest pillars of Gran Hotel Residencia’s success. The restaurant offers its guests a delectable selection, including some beloved Canarian staples. “The famous papas arrugadas with mojo picón are a classic, and they tend to be a hit with guests from all over the world.” Privately, Eros is a big fan of local cheese, as well as Gran Canarian wines. “One of my favourites would be Agala Altitud, a local wine grown high in the mountains. Enjoying a chilled glass while taking in the views of Roque Nublo is an experience in itself.”

A Taste for Local Culture, Wine and Nature

In his spare time, Eros likes staying active, going to the gym and spending time with his girlfriend, friends and family. He travels whenever he can, both to connect back to his family roots in Galicia and Puglia, or venturing out to other destinations: “I love the Mediterranean, it’s a source of great inspiration for me.” He also enjoys exploring Gran Canaria, which, having lived here since the age of 11, he knows very well. “There’s a reason why it’s described as a “miniature continent”. The island offers a bit of everything: a vibrant coastal capital city, stunning landscapes, charming villages, and of course, incredible beaches: rugged ones in the north and peaceful ones in the south. And all this comes with a mild and pleasant climate all year round.”

As for local activities, Eros always recommends his guests to visit Las Palmas and explore the old town and the port, making time for a walk along Las Canteras, one of the best urban beaches in Spain. Those looking for an active day may try surfing, cycling, golf or hiking: “I suggest heading up to the summit to see Roque Nublo and enjoy the breathtaking views ’above the clouds’ — on cloudy days, of course.” His favourite secret spot though, is the coastal promenade in Telde: “The stretch from La Garita to Salinetas is such an untouched, unspoilt area. Walking or running there gives me the feeling of being completely immersed in nature.” 

When asked to give professional advice for those wishing to pursue a career in luxury hospitality, Eros answers quickly: “Keep your eyes and your heart open. Be curious, observe everything around you, and ask questions. Lots of them. Never take anything for granted. There’s no better way to learn and keep growing.” According to Eros, Grand Hotel Residencia has created optimal conditions for the team to grow by encouraging open, fluid communication between its departments: “To be a part of a true TEAM — with capital letters — is a source of great honour. I’m genuinely proud of everyone here. The team at Grand Hotel Residencia is second to none.”