Julissa Quiroz-Duarte, General Manager, Fortune House Hotel

In an interview with Invest:, Julissa Quiroz-Duarte, general manager of Fortune House Hotel, discussed the hotel’s focus on technological innovation, maintaining personalized service, catering to long-term guests, embracing sustainability, and staying competitive in Miami’s evolving hospitality industry.

What have been the most significant milestones or achievements for Fortune House Hotel?

The most significant milestones for Fortune House Hotel in the past year have centered on technological innovation and enhancement. has been the biggest achievement in the past year. One of our key achievements has been the successful modernization of our Property Management System (PMS). This upgrade allows guests to conveniently check in online, update their personal information, and manage credit card details independently, streamlining the overall guest experience.

Additionally, we completed a major Wi-Fi upgrade last November, a critical step in preparing for future innovations. This enhancement paves the way for implementing advanced systems that will enable seamless communication between each apartment and our guests. These technological advancements demonstrate our commitment to staying ahead of industry trends and delivering a superior experience for our guests.

How do you ensure that technology enhances the guest experience without losing the personal touch?

We believe that the key to enhancing the guest experience through technology lies in achieving a thoughtful balance between innovation and personal interaction. While technology streamlines processes and provides convenience, human connection remains at the heart of hospitality.

To ensure this balance, we train our team to go beyond transactional interactions and genuinely connect with guests. Our staff is encouraged to welcome guests warmly, adapting to individual preferences — whether a guest desires a quick, efficient check-in or a more personalized experience. This human-centric approach ensures that every guest feels valued and at home.

Our front desk team will always be available for those who prefer face-to-face communication, ensuring that technology complements, rather than replaces, the personal touch that defines our service.

What trends are you seeing in guest preferences for long-term stays versus short-term bookings, and how has this impacted your service offerings?

We’ve observed distinct preferences between long-term and short-term guests, which have significantly influenced our service offerings. Long-term guests prioritize a sense of home and familiarity. They value being recognized by name and forming connections with our team, from security to housekeeping, within their first week. Anticipating their needs and offering personalized touches creates a welcoming environment that resonates with them.

To cater to this demographic, we’ve introduced on-property activities such as yoga classes and, and we are working on expanding some services for instance: to include personal trainers and salsa classes. These amenities enhance their experience, especially for those with more leisure time. Additionally, we’ve tailored in-room services, such as grocery delivery, which has been particularly popular among guests staying with us for work assignments or during life transitions. These offerings provide convenience and reduce the stress of day-to-day errands.

For both long- and short-term guests, there’s been a broader shift in expectations post-COVID-19. Hospitality is no longer just about providing accommodation; it’s about creating memorable, meaningful experiences. From personalized service to thoughtful extras like a welcome glass of champagne, we focus on making every guest feel cared for and valued throughout their stay.

How has Fortune House Hotel adapted to the increasing demand for sustainability?

At Fortune House Hotel, we have embraced sustainability as a core value, implementing practical initiatives to reduce our environmental footprint while maintaining high standards of service. One of our initial steps was eliminating plastic water bottles from guest rooms, a small but impactful change aligned with our commitment to reducing single-use plastics.

We’ve also introduced more environmentally conscious practices in our housekeeping services. For example, while some guests still prefer daily towel changes, many, particularly our long-term guests, appreciate the option for less frequent service. Offering weekly towel service not only conserves water and energy but also allows us to provide more competitive rates.

In addition, we are nearing completion of a project to install LED lighting throughout the property. This transition has been a gradual but meaningful investment in energy efficiency. These efforts, though incremental, collectively demonstrate our dedication to sustainability and reflect the evolving preferences of our environmentally aware guests.

What opportunities do you see for collaboration with local businesses and attractions to enrich guest experiences?

At Fortune House Hotel, we see tremendous potential in collaborating with local businesses and attractions to enrich guest experiences while strengthening our ties to the community. For example, during renovations, we’ve partnered with neighboring buildings to share amenities, such as pool access, fostering a spirit of mutual support.

Miami’s ongoing development, including Banco Santander’s nearby project, presents opportunities to attract more businesses and visitors. We’ve already established partnerships with local law firms, offering executive rates for their clients, and are in discussions with hospitals to accommodate families needing extended stays.

Beyond guest services, we actively give back to the community by donating linens and other resources to local charities, particularly during the holiday season. These initiatives not only enhance our community impact but also align with our commitment to social responsibility.

We also strive to connect our guests with the vibrant culture of Brickell and Miami. By promoting local dining options, for instance: Argentinian and Brazilian steakhouses and the famous Cuban coffee, and highlighting attractions like Brickell City Centre and the nearby Brightline train, we ensure guests enjoy an authentic Miami experience while feeling truly at home in the city.

What challenges do you see in the hospitality industry right now, and how are you addressing them?

One of the most significant challenges in the hospitality industry today is the surge in inventory, particularly in markets like Miami. The rise of new condo-hotels and modern properties has intensified competition, not just in room availability but also in offering state-of-the-art amenities and cutting-edge designs.

To address this, we’ve prioritized fostering loyalty through exceptional service and cultivating relationships with both repeat guests and the local community. For younger travelers, we’ve embraced Miami’s evolving cultural trends by incorporating features like our Wynwood-inspired mural, which aligns with their preference for unique and artistic experiences.

Despite the heightened competition, we leverage our 20+ years of industry experience to strike a balance between tradition and innovation. Our unique offering—a combination of hotel charm, the spaciousness of a condo, and personalized service—sets us apart. While we remain committed to evolving alongside the industry, this distinctive blend ensures we continue to resonate with a diverse range of guests.

What are your priorities for the next few years?

Our priorities for the coming years center on blending innovation with authenticity to elevate the guest experience. A key focus is the continued integration of technology to streamline services, ensuring faster and more efficient processes while preserving the personalized, one-on-one interactions that define our hospitality.

We also have several initiatives planned to enrich the guest experience. For instance, we’re expanding our offerings to include quintessential Miami touches, such as curated Latin food specials. Features, like our chef’s exceptional Cuban croquetas served on weekends, or the delicious steak tacos, allow our guests to immerse themselves in the city’s rich cultural flavors.

By combining innovative solutions with authentic, localized experiences, our goal is to create a seamless yet memorable stay that reflects the unique spirit of Miami. This commitment will guide us as we continue to evolve and deliver exceptional service.