Cicely Zuo, Director of Operations at Bvlgari Hotels, on Balancing Leadership, Passion, and Motherhood

Cicely Zuo, Director of Operations at Bvlgari Hotel London, shares her leadership journey and inspires women to pursue their career aspirations with passion, courage, and dedication. With a distinguished career spanning leadership roles worldwide, including Bvlgari Hotel Beijing and Bvlgari Hotel Milan, and as a working mother who has turned personal interests into a thriving career, she proves that passion, motherhood and leadership success can go hand in hand.

Cicely's Journey

Could you share your professional journey and what initially inspired you to pursue a career in the hospitality industry?

My professional journey in hospitality began with my passion for my personal lifestyle. I have always loved travelling, fashion, exceptional food, and fine wine, and luxury hospitality allowed me to transform all of these passions into a career. From the very beginning, work never felt like a job to me; it felt personal, like an extension of my hobbies and interests. As the saying goes, when you love what you do, you naturally excel at it. So far, I have travelled the world with this career. That belief inspired me to start my career in hospitality, and it continues to motivate me today. It’s a path I know I will follow forever.

You have held several senior leadership roles, including Director of Human Resources at Bvlgari Hotel Beijing and now Director of Operations at Bvlgari Hotel London. Which three skills or capabilities have been most influential in shaping your leadership growth?

First, being present. I strongly believe in leading by example and making myself available to my colleagues at all times. Whether it is offering immediate support or simply being there when they need guidance, I choose to work alongside my teams rather than lead from a distance.

Second, being responsive. In senior leadership roles, I receive hundreds of emails and messages every day, yet I make it a priority to respond to each one. This includes suppliers we may not select and candidates who are not shortlisted. For me, responsiveness is a sign of respect, and respect is a core personal value. When you respect others, you naturally earn their respect in return.

Third, responsibility and accountability. I believe in giving my team members the stage to shine by empowering them to make decisions. At the same time, I am always the first to take responsibility when mistakes occur. I encourage my teams to embrace mistakes as long as we learn from them and do not repeat them. Empowerment is a powerful tool; it develops future leaders, strengthens accountability, and creates a genuine sense of involvement and ownership within the organisation.

Building an international leadership career can be both exciting and challenging, particularly for women in cultures where global opportunities may feel limited. What advice would you offer to women from your culture who are aspiring to senior leadership roles, either in their home country or abroad?

Building an international leadership career requires courage and a genuine openness to diversity. As an Asian woman in a senior leadership role abroad, I am very proud of every step of my journey. The key element behind that journey has always been self-confidence and a strong “can-do” mindset, as well as the willingness to embrace and respect different cultures.

This mindset aligns naturally with the hospitality industry, where we welcome guests from all over the world every day. My international experience allows me to understand diverse needs more intuitively and lead with empathy and cultural awareness.

Of course, staying in one’s home country is often more comfortable than moving abroad. However, true growth happens outside the comfort zone. Whenever I feel nervous or uncertain about taking the next step, I choose to move forward anyway. I stay focused, committed, and resilient until I succeed. This belief, combined with courage, cultural respect, and confidence, is the advice I would offer to women from my culture who aspire to senior leadership roles, wherever their careers may take them.

Leadership Growth and Performance 

From your experience and perspective, what are the top qualities of a truly impactful leader in today’s world?

In today’s rapidly changing world, a truly impactful leader is someone who embraces change and commits to continuous learning and growth. The ability to adapt, stay curious, and evolve with new challenges allows leaders not only to remain relevant but also to inspire their teams to grow alongside them

Can you share one initiative you’ve introduced that made a significant positive impact on workplace culture and team performance?

One initiative that made a significant positive impact on both workplace culture and team performance was introduced during my time at Bvlgari Hotel Milano, with the strong support of our General Manager and Global Director of Operations. We implemented what we called a “Magic Gem Moment” concept.

Whenever a guest temporarily left their room, a housekeeping colleague would discreetly enter to refresh the space, carefully observe guest preferences, and proactively provide thoughtful touches without the guest needing to ask. This approach was rooted in anticipating guest needs rather than reacting to requests.

The initiative created a culture of genuine care, attention to detail, and ownership among the team. Colleagues felt empowered and proud to deliver personalised service, while guests deeply appreciated the discreet, intuitive, and authentic experience. As a result, guest satisfaction increased, team engagement strengthened, and the overall service mindset across departments was elevated.

Well-being and Self-growth

You balance senior leadership responsibilities with motherhood. How do you manage these roles while also prioritising your own well-being, and what has helped you most along the way?

This is a question very close to my heart. I have a five-year-old son, and as a working mother, I have often been surrounded by conversations where women feel they must sacrifice their careers, personal interests, or self-care once they become mothers. I strongly believe that motherhood should never be a reason to give up on yourself or your ambitions.

For me, it comes down to mindset and time management. I start my day at 6:30 a.m. by taking care of myself first: meditation, a shower, getting ready, and dressing in a way that makes me feel confident and energised. Only then do I dedicate time to my son. At least twice a week, I bring him to school and participate in school activities such as open days.

I also prioritise my own well-being by training at the gym twice a week with my personal trainers. Time is incredibly precious when balancing senior leadership responsibilities and motherhood, which is why living fully in the present moment is essential. When I am at work, I am fully committed. When I am with my son, he has my complete attention. That quality of presence makes all the difference.

My message to other mothers is simple: do not lose your self-care and do not lose yourself. Be a confident, fulfilled, and “cool” mum, be someone your children can admire, look up to, and feel proud to show to the world.

If you could go back and speak to yourself at the start of your career, what guidance would you offer your younger self?

If I could speak to my younger self at the start of my career, I would tell her to trust herself more and move forward with courage, even when the path feels uncertain. I would remind her that passion is her greatest strength and that turning what she loves travel, culture, fashion, food, and people into a career is not only possible, but powerful.

I would also say: step outside your comfort zone sooner, embrace change, and never be afraid of making mistakes. Mistakes are not failures; they are lessons that shape growth and leadership. Stay present, stay curious, and keep learning.

Most importantly, I would tell her not to lose herself along the way. Take care of your well-being, respect others, and lead with empathy and accountability. If you do what you love, stay confident, and keep moving forward with a “can-do” mindset, success will follow, and the journey will be just as meaningful as the destination.