There are people whose professional careers follow a straight path. Suzana Serra’s has been shaped by change, opportunity and family decisions.
Born in Angola, she studied Economics in Lisbon and spent much of her career working in private banking, financial markets and investment funds. Nearly three decades ago, she moved to Seville after marrying a Sevillian, beginning a new chapter that would eventually take her in very different directions from those she had originally imagined.
“When I arrived, private banking was still relatively unknown here. Many people didn’t even know what an investment fund was,” she recalls.
That circumstance led her to reinvent herself. She became involved in business projects related to water and coffee supply services for offices and later took on management and purchasing responsibilities within some of Seville’s most important restaurant groups.
Ten years ago, another family decision changed the course of her life once again. Her children were competing nationally and internationally in paddle surf, and the family decided to settle in Los Caños de Meca to be closer to the sea and their training.
“My life has been a succession of constant changes,” she says with a smile.
Today, she begins a new chapter as manager of Califa’s hotels in Vejer, a role she embraces with enthusiasm and the feeling that she has found a place where she would like to stay for many years to come.
A people-centred approach to management
Although her professional career began among balance sheets, financial markets and business negotiations, Suzana has a very practical view of hotel management.
Her day-to-day work is closely linked to the reception, housekeeping, maintenance and breakfast teams. She oversees rooms, coordinates improvements and maintains regular contact with guests.
“I like to know how they slept, what they thought of breakfast and what plans they have for the day.”
Part of her role is also about looking after the details that often go unnoticed. After an especially rainy winter, the team has been reviewing rooms one by one, carrying out small improvements, repainting work and maintenance tasks to ensure every space is in the best possible condition.
But if there is one thing that stands out when she talks about her new role, it is the importance she places on personal attention.
“Talking to guests gives you information that never appears in a report. It’s the best way to know whether everything is working as it should.”
What makes a guest want to return
When asked what matters most in ensuring a guest leaves satisfied, her answer is immediate:
“Cleanliness. A guest should open the door to their room and feel that everything has been carefully looked after. Everything should be perfect when they arrive.”
To that first impression she adds another essential ingredient: personalised service.
During her first weeks, she has noticed something she finds particularly revealing: the number of guests who return again and again.
“So many guests come back. That’s a very good sign.”
When speaking about the different hotels within the group, she appreciates the qualities of each one. She highlights the elegance of Plaza 18 Hotel and the appeal of Las Palmeras del Califa, especially during the warmer months thanks to its swimming pool. Yet she believes there is something difficult to explain that continues to draw many visitors back to La Casa del Califa Hotel.
“For them, Califa has history.”
Perhaps it is the Moorish atmosphere that flows through its interconnected buildings and charming courtyards, the terraces, the restaurant ambience or the feeling of staying somewhere that has evolved over time without losing its essence.
Whatever the reason, Suzana is convinced that the real value lies in the small details and the personal touch.
“We try to make every guest feel genuinely looked after.”
The challenge: happy guests and united teams
When she talks about her goals, she does not mention figures or complex strategies.
“My goal is for every guest to leave happy.”
She acknowledges the importance of reviews and the fact that there is always room for improvement.
“We are very highly rated, but you always want to reach ten.”
However, she insists that guest satisfaction depends directly on another factor she considers equally important:
“For everything to work, the team has to be happy.”
That is why she believes an essential part of her role is looking after the people who make the hotel run, from reception and housekeeping to maintenance and food service.
“We all have problems outside work, but when we come through the door, we need to work together and support one another.”
The sea as a way of life
Outside work, Suzana finds balance in the very thing that brought her to Los Caños a decade ago: the sea.
“Summer or winter, whenever I can, I get into the water.”
Her life revolves around nature, sport and tranquillity. She enjoys walking through La Breña Natural Park, spending time on the beach all year round and maintaining an active outdoor lifestyle.
“We’re not really night owls. We like getting up early, going for walks and enjoying a simple life.”
Although she has a gym at home, she admits she prefers activities that allow her to be outdoors. Paddleboarding, cycling, walking or simply spending time with her family.
“We’re a very calm family.”
An unfinished project: returning to painting
Among her personal ambitions is one that has been waiting for years.
Before life became filled with work, moves and sporting competitions, she used to paint regularly.
“I stopped many years ago, but I’d love to start painting again.”
She speaks about it with the same ease with which she talks about the sea and long walks along the coast. As if some passions never truly disappear, but simply wait for the right moment to return.
A family united by the sea
Talking about Suzana’s family also means talking about the sport that ultimately brought them to the Cádiz coast.
Her son Fernando, 24, studied Sports Science and currently works as a personal trainer in Palma de Mallorca, where he continues to develop his sporting career. His achievements include a fourth-place finish in the World Championships, the title of Spanish Champion and a silver medal at the European Paddle Surf Race Championships.
Her second son, Enrique, is 19 and studies Physiotherapy at the University of Seville. He also competed in paddle surf for many years, although today he prefers to focus on his studies and enjoy the sport in a more personal way.
The youngest member of the family is Carlota, aged 15. She also competed when she was younger, but soon realised she enjoyed the sea far more without the pressure of competition.
“She loves surfing and being at the beach, simply for the enjoyment of it,” explains Suzana.
Next year she will begin her A-level studies in Seville with a clear goal in mind: to pursue a future degree in Biomedicine.
The stories of Fernando, Enrique and Carlota help explain why the family chose Los Caños as their home ten years ago. A decision that began with a paddleboard, the sea and training sessions, and ultimately became a way of life.
Because hospitality is not measured solely by a beautiful room or a good breakfast. It is also measured by how you make people feel during their stay. And that is precisely the philosophy Suzana hopes to continue building in this new chapter with Califa’s hotels.
