Business View Magazine | January 2020

186 BUSINESS VIEW MAGAZINE JANUARY 2020 Feather and, finally, Quality Inn (which is now Grand Canyon Plaza) in the small resort town of Tusayan. Serna learned her dad’s work ethic, the commitment and dedication, at a young age, sometimes working after school until 10 at night at the hotel. “It was a seven day a week family operation,” she recalls. “My dad, my mother, my brother, and me. We started with 60 rooms as part of the Choice Hotels chain and just kept on building. We now have 232 rooms; a full operation with restaurants, an old-style 1800s saloon, an enormous atrium, and an outdoor pool and Jacuzzi.” Around 2006, Choice Hotels went through a rebranding process, creating different levels for their hotels. Serna understood why they were doing it but she wasn’t happy with the changes they were requiring. At that point, the family made a courageous decision to leave the chain and become an independent: The Grand Canyon Plaza Hotel. That was in 2008. Serna explains, “I knew we would take a hit reservation-wise with individuals, but I also knew I would keep my base buyers – New WorldTravel, Allied, GTA, Travel Co. - I kept all those tour operators. And little by little, we grew the business on our own, going to trade shows, and just getting out there representing ourselves. And it worked out well. It was pretty much jumping in and holding your nose and that’s exactly what I did.” On a personal note, Serna adds, “In order to do well, you need to love what you do. My advice for women in business is to be diligent, believe in yourself, have faith in yourself, and listen to your instincts. Also, whatever you want, go and get it.” Serna and her husband, Louie, have taken over the property in the last few years. A former HVAC specialist, Louie is in charge of the maintenance, the grounds, and all the remodelling, while Ann oversees the accounting, front desk, and restaurant operations. Among the welcome renovations was the transformation of an unused banquet room into the Wagon Wheel Saloon with red leather, high-back seats and