I had the pleasure of being invited to the HOTEL&SPA Forum, ably organized by Vlady Kovanic at the Four Seasons Hotel George V in Paris. Over the years, this event has become a must-attend event for professionals in the wellness and upscale hotel sectors, bringing together those who wish to reflect together on tomorrow’s major challenges in the world of spas, skincare and the customer experience.
In this inspiring setting, I had the opportunity to meet François Delahaye, a leading figure in the luxury hotel industry. This article looks back on this landmark conversation, focusing on his vision of hospitality, his ability to reveal talent and his view of the sector’s evolution.
For over two decades, François Delahaye has been the embodiment of French hotel excellence. At the helm of the legendary Plaza Athénée since 1999, he has preserved and accompanied the soul of this great house into the modern era, orchestrating the complete renovation of the establishment between 1998 and 2000.
His career began at the age of 13 as a cook in Lille, followed by a landmark experience at 18 as a footman in the service of the Duke of Westminster, where he perfected the art of the table and etiquette. After training at the École Supérieure d’Hôtellerie de Saint-Cergue (1976), he held a series of positions at Sofitel, Warwick and Westin, before becoming General Manager of the Hotel Le Parc, where he worked with Joël Robuchon and Alain Ducasse.
Faithful to his vision, François Delahaye continues to breathe new life into the restaurant by welcoming Jean Imbert to head up the kitchens at the Plaza Athénée, thus affirming his audacity and ability to renew the codes of luxury. These sometimes unexpected choices reflect his deep-seated conviction that the success of a place depends on the men and women who bring it to life, and that it’s up to management to give them the means to shine.
He travels the world to promote the values of exceptional service, forging strong links with the major players in luxury travel on every continent. In this article, we invite you to discover the career, convictions and vision of a man whose name is today synonymous with refinement, commitment and generous hospitality.
Luxury as seen by François Delahaye?
Well, it all starts with the human. That’s where it all starts. We often talk about luxury, but it’s important to remember that luxury means different things to different people. For some, it’s space, comfort or exclusivity. For me, personally, luxury is time – because I never have enough of it. And that’s the point: luxury is a subjective notion.
In the world of luxury hospitality, we don’t sell a product – we cater to people. And that starts with the way we take care of our own people. At Dorchester Collection, we believe that exceptional service begins with the way we treat our people. Our entire philosophy rests on two essential pillars:
- Fair and competitive remuneration: Living in cities like Paris or London isn’t easy. Our teams deserve a salary that reflects the cost of living, the demands of the job and the value they bring. Remuneration must be fair and respectful.
- Genuine, sincere support: Beyond the financial aspect, our employees need to feel that they are being genuinely supported. A good example is the period of the COVID crisis. Like everyone else, we’ve been hit hard. But we have decided to preserve every position, in every country. We have kept our entire team – 100%. Governments, as in France and Italy, covered part of the salaries, but we topped up the rest. That’s what caring for people means in concrete terms.
The importance of listening in the luxury hotel business
Simple gestures, like learning to listen, are often the key. In a spa, for example, it’s not simply a matter of applying a Swedish or Thai massage according to a pre-established grid. It’s not about imposing a protocol, no matter how refined. It’s about really listening to the person: where does it hurt? What does she need right now? It’s from this listening that the right gesture, the right care and, above all, the authentic human connection are born.
So yes, hospitality is all about people. It’s about caring for them with fairness and sincerity, and fostering their development. The most meaningful spa and wellness moments are deeply personal. They take place in silence, in the intimacy of the treatment room, in a climate of trust between therapist and client.
The bottom line is this: the customer should never feel like he’s just “next in line”. The experience must begin with a genuine human connection. The therapist must be fully present, use the right words, the right tone, and above all demonstrate a genuine ability to listen in order to understand the client’s needs.
Is it a customer who has just disembarked from a long-haul flight, his body aching after hours on the plane? Or someone living in Paris looking for a break from the hustle and bustle? Needs are different. And the only way to meet them accurately is to take the time to listen. the most important differentiating factor in luxury wellness today: the time and attention given to others. And this includes the fundamental phase of listening to the customer.
