This month, OHLALA had the opportunity to interview Cristalyn Pastrana, Complex Director of Marketing at Marriott International – The Westin and Le Méridien City Centre Bahrain, about her career and new achievements. We also learned that she does more than fun marketing tasks – she is involved in operations and has a deep understanding of the entire hospitality mechanism. Get ready for some inspirational words.
“Empathy allows me to put myself in the guests’ shoes, ensuring I respond appropriately and personalise their experience.”
– Cristalyn Pastrana, Complex Director of Marketing at Marriott International – The Westin and Le Méridien City Centre Bahrain
OHLALA – How long have you been working in hospitality, and what made you choose this career path?
Cristalyn Pastrana – I started my hospitality career 19 years ago, back in 2006, in Jordan. From the very beginning, I was fascinated by the nature of the hospitality industry’s focus on people/guests’ experiences. Over the years, this profession has offered me endless opportunities for personal growth and cultural exchange, fuelling my passion for continuous learning and discovering different customs.
OHLALA – When working in this field, you must have good communication skills and understand people’s needs. What are your tips to succeed in this environment?
Cristalyn – Active listening and empathy are the cornerstones of success in hospitality. Building genuine connections with guests helps us understand their unique needs and preferences. I always strive to listen attentively without interrupting, asking thoughtful questions and observing non-verbal cues. Empathy allows me to put myself in the guests’ shoes, ensuring I respond appropriately and personalise their experience. Additionally, maintaining a positive attitude, being adaptable under pressure and continuously honing my interpersonal skills are essential. These qualities foster trust and loyalty, which are vital in this industry.
OHLALA – Marketing is a vast area. What are your favourite tasks within your sector?
Cristalyn – I particularly enjoy developing creative marketing campaigns that drive engagement and generate revenue for our hotels. Crafting compelling stories around our unique offerings and local culture helps attract diverse audiences. I also enjoy analysing market trends and customer insights to tailor our messaging effectively. Social media engagement, content creation and event promotions allow me to connect creatively with our target audience. Seeing our campaigns translate into increased bookings and positive brand recognition gives me a real sense of achievement.
OHLALA – You are currently working with The Westin and Le Méridien City Centre Bahrain. What are the best characteristics of each property for you?
Cristalyn – The Westin offers a wellness-focussed experience, emphasising health, relaxation and rejuvenation. Its serene atmosphere, state-of-the-art spa and healthy dining options create a holistic environment that caters to guests seeking wellness escapes. On the other hand, Le Méridien City Centre Bahrain is renowned for its vibrant, artistic ambience, blending modern design with local cultural influences. Its lively atmosphere, creative décor and central location make it ideal for guests who appreciate discovery and local experiences. Both of our properties excel in creating memorable, authentic experiences that reflect their distinct identities and focus on exploring a new culture.
OHLALA – What makes you feel accomplished and proud of yourself and your team? Is there any specific situation that you could share with us?
Cristalyn – I feel most accomplished seeing my team grow professionally and deliver exceptional results. Witnessing my team members’ such as Hussain’s and Eunice’s, dedication and abilities to lead successful events and brand activations has made me incredibly proud. It reaffirmed the importance of empowering my team, fostering a positive environment and leading by example. Seeing them develop confidence and take ownership of their roles motivates me to continue nurturing talent within the organisation.
OHLALA – You recently completed the Marriott Hotel Manager track programme offered by Marriott International. Can you please tell us more about it and where this achievement will take you?
Cristalyn – The Marriott Hotel Manager track programme was a comprehensive, one-year leadership development initiative designed for high-performing leaders. It provided me with in-depth training in operational excellence, strategic planning, financial management and leadership skills. It combined classroom learning, practical assignments and mentorship, enabling me to refine my management capabilities and broaden my perspective. With my strong commercial background, this programme has enhanced my ability to lead teams more effectively and align operational goals with business strategies. It prepares me for future leadership roles, such as General Manager or Hotel Manager, and positions me to contribute more significantly to Marriott’s success and growth.
OHLALA – How important is it to work in a company that provides internal growth? Has it been crucial in your success?
Cristalyn – Having opportunities for internal growth is extremely important to me. It keeps me motivated to develop my skills, take on new challenges and strive for excellence. Being part of a company that values internal promotion fosters loyalty, engagement and a sense of belonging. It also allows me to build a comprehensive understanding of the organisation, which is vital for long-term success. Internal growth has been a key factor in my career progression, encouraging continuous learning and helping me reach leadership positions within the industry. This year, I am celebrating 15 years with Marriott International.
OHLALA – If you could highlight one aspect of your career journey, what would be it?
Cristalyn – The most significant aspect of my career journey has been the continuous learning and adaptability I’ve embraced along the way. Learning operational roles within the hotel and leading marketing and strategic initiatives, each experience has taught me valuable skills and insights. My diverse background, combined with hands-on operational deliverables, has given me confidence and versatility as a commercial leader. I believe that this commitment to growth and adaptability will continue to open new opportunities and enable me to contribute meaningfully to the success of my team and organisation.