Kristen Pirie grew up in Southland helping in her family’s retail shop, which sparked her passion for service from a young age.
After studying hospitality, Kristen Pirie was honoured to win the prestigious Torque d’Or service award for New Zealand, which confirmed her commitment to the industry. She joined hotels at 20 and, over the past 16 years with Accor, has worked across most operational departments, building the experience that led her to General Manager.
Throughout her career, she said there have been many memorable moments, particularly being a part of opening three hotels, but being appointed General Manager for the launch of JO&JOE, Accor’s first hybrid posh hostel/hotel in Asia Pacific, has been a true career highlight.
The most important advice she has received in her career was to always be yourself.
“Authenticity builds genuine connections with guests and teams, and that’s what creates truly memorable service experiences.”
She said her hospitality tutor, Craig White, shaped her early foundation and passion for excellence in hospitality. More recently, Zac Lumsden, Area General Manager for Accor’s CP hotels, has been a key mentor.
“His belief in me and his calm, positive leadership style continue to inspire my own approach.”
There have been various changes to the industry since she joined. For example, she said guest expectations have shifted toward efficiency as well as quality. Technology and AI are also transforming operations, so today’s challenge is delivering fast, seamless service while still maintaining a genuine, human connection.
In the future, Pirie would like to see more innovative, hybrid accommodation concepts like JO&JOE in New Zealand spaces that combine social energy, stylish design, and flexible room options to suit a wide range of travellers.
She said her passion for hospitality and her team continue to motivate her.
“Supporting people as they grow, develop, and achieve their own career milestones is what drives me every day.”
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