Name: Vera Ostermann
Position: Executive Assistant and Quality Assurance Manager 
Hotel: The Westin Perth
Dream destination: Mongolia – it is a dream due to its raw, untamed beauty and a deep connection to nature and tradition.
Drink or treat of choice: Gin & Tonic. There’s just something effortlessly classy about a G&T. Crisp, refreshing and customizable, it’s the kind of drink that fits every mood.

Since joining The Westin Perth in 2021, Vera Ostermann has steadily worked toward her dream of becoming a General Manager. Along the way, she’s balanced her studies, completed a master’s in business administration, and embraced a new chapter: motherhood.

Her journey is marked by resilience and drive, as she continues to grow as a leader while navigating life’s transitions—both personal and professional.

“Becoming a mother doesn’t mean your career is over,” Vera reflects. “It simply means priorities shift, and adjustments must be made—just like we always do. Exciting times lie ahead!” 

Beyond Vera’s ability to do it all, her passion for leadership shines through in her daily interactions with her team and continues to inspire those around her. She exemplifies how success is not only about professional achievements but also about embracing life’s transitions with grace. 

Learn more about Vera’s story and how Marriott International has provided an empowering environment for her to thrive—both as a leader and a mother. 

→ Learn About the Wide Range of Career Journeys at Marriott

Tell us about your Marriott career journey.

My Marriott journey begun in June 2021 when I was hired at The Westin Perth as the Executive Assistant in a part time three-day work week role. At that time, the hotel was under government control and operated as a Quarantine Hotel – a challenging time in hospitality and certainly a brand-new experience for me, coming from a boutique luxury resort background.  

The three-day work week worked out great for me, as I was still studying for my MBA. I completed my studies in June 2022, graduated in October 2022 and started a new position as Executive Assistant and Quality Assurance Manager. Shortly after, I became pregnant and went on maternity leave in May 2023. 

After 1 year and 4 months, I recently returned to work full-time. Initially, I thought the transition might be challenging, but I’ve realized that becoming a mother doesn’t mean your career is over. It simply means priorities shift, and adjustments have to be made – just like we always do. 

Why do you do what you do? What motivates you in your role?

My passion for leadership, serving as a role model for my team, and contributing to meaningful endeavors drives me in my role. The opportunity to create unique experiences and bring joy to both guests and associates is a significant source of my energy and motivation. 

I am constantly learning something new – whether it’s about programs, systems, or procedures. I also have the chance to make crucial operational decisions to ensure best practices, drawing on insights gained from working closely with the EXCOM team, especially the GM.  

Many people picture an Executive Assistant (EA) as someone who spends their days filing documents, making copies, organizing coffee, and typing meeting minutes. But I can assure anyone considering this career path that no two days are ever the same and you will learn something new nearly every day. 

EAs support General Managers and their team as well as provide support to the ANZP Business Council Chairperson and are responsible for implementing quality assurance processes.  

A typical day for me begins with checking emails and reviewing the daily arrival report, ensuring all VIP guests are accounted for and that personalized letters and amenities are prepared to the highest standard. 

I then attend the morning briefing with the operations team to align on key service priorities. 

Shortly after, I meet with the General Manager to discuss the day’s focus areas and provide support as needed. 

Guest experience is a key focus, so I regularly monitor GuestVoice reviews, respond to guest feedback, and follow up on service improvements to ensure consistency and excellence. I also take an active role in upholding brand standards by organizing and delivering training sessions, preparing pre-work materials, and conducting internal audits. These audits serve both as a compliance check and as a tool for ongoing development and quality enhancement across departments. 

In addition, I manage a range of high-level reports and presentations for Owners, the ANZP Business Council, Sustainability initiatives, Townhall meetings, and other special communications. My dual role allows me to bridge operational support with quality assurance, helping to maintain brand integrity while enabling leadership and team success. 

Where do you want to grow forward to next? What are your career aspirations? 

I have always dreamed of becoming a General Manager one day. I still remember my classmates in Year 12 saying that I would eventually become a GM at a prestigious hotel, ‘bossing people around’. Back then (it was 2006!), we clearly didn’t understand what being a GM really entails.  

To me, being a GM is about building meaningful connections with industry related stakeholders, understanding operational needs, listening to associates and placing trust in the EXCOM team with their discipline. It’s about being the face of the hotel during critical situations and supporting the teams wherever they need it most.  

Of course, a solid understanding of finance, including budgeting and capex planning, is essential. However, with the right team and strong leadership from the GM, anything is possible.  

What is your favorite moment in your day-to-day? 

Definitely the mornings when the whole team come to work full of energy with a ‘ready for the day’ attitude.  Every single day, we hold morning briefings where a representative from each department discusses recent guest issues, GuestVoice updates, VIPs, upcoming events, outages, renovations, and more. This is to ensure that all associates are aligned and prepared for the day ahead. But it’s not just about operational updates—they also serve as a time for us to connect, even if it’s just for 15 minutes. And, of course, I love our office get-togethers when we celebrate achievements like hitting the highest revenue month, reaching new Marriott Bonvoy membership milestones, birthdays, and so much more. The list goes on, and there’s always something bringing us together.  

Any other interesting or unique experiences you’ve had in your Marriott journey?

Once, a guest lost their child’s beloved plush rabbit. Our Duty Manager and Housekeeping Manager found the toy and decided to send it on a fun journey throughout the hotel. They took photos of the rabbit lounging by the pool, lifting weights at the gym, sitting at the bar sipping champagne, and even enjoying a relaxing massage at our spa. 

When the Front Office team sent the toy back to the family, they included a playful email saying: ‘Hi Family, I’ve been enjoying my extended stay at The Westin Perth and I am on my way home now. The staff have been showing me around the hotel. I will see you soon – here is my tracking number XXXXX.’ 

I was so impressed by the team’s creativity that I decided to share the story with everyone. The post reached over 10,000 views, received many comments, and garnered more than 120 likes. It was truly one of the best experiences, and I’ll never forget it! 

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