In an ever-changing world, the luxury hotel industry remains a demanding, refined sector, where detail makes all the difference. Service excellence can’t be improvised: it has to be cultivated. To keep pace with customers’ expectations – ever more refined, personalized and sensitive – training is becoming an essential step. Whether you’re a working professional, a […]
By Laurent Delporte – Founder of Delporte Hospitality “Not wanting to go through my daily routine doesn’t make me lazy. This sentence, uttered by Camille, 24, in a France 3 Provence-Alpes-Côte d’Azur report, resonates deeply in the professional world. It clearly expresses what a whole generation is feeling: a strong desire to regain control of […]
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 […]
I recently had the privilege of meeting with Ralph Radtke and we’ve shared our hotel vision during the ILTM show. He was named General Manager of the Ciragan Palace Kempinski a few years ago. Do you have any advice for students to wish to enter the hospitality industry? If you decide to go into this great […]
A Conversation with Gilles Le Bras, organizer of the ‘Meilleur Ouvrier de France’ competition for hotel receptionists. Back when I was a Director of Accommodations, I had the pleasure of serving as member of AICR (Amicale Internationale des Chefs de Réception), an international association for reception managers and assistant directors of large hotels. This dynamic association […]
At the Peninsula, Respect Is What Underlies Service On my visit to the Peninsula Paris, I could sense that the brand placed importance on how they treat their staff members. This sentiment was confirmed upon my exchange with the General Manager of the Peninsula Chicago and the Peninsula Hong Kong. Upon meeting Peter C. Borer, […]
How to transform staff personnel into brand ambassadors? The first challenge is to transform staff personnel into brand ambassadors in order to develop a reliable community of loyal followers. An ambassador is effectively someone who is engaged, influential, and passionate about the brand. In other words, he or she promotes the brand on his/her own initiative or as a way […]
The Plaza Athénée, a Place for Living The Plaza Athénée has recently been expanded and partially renovated following 10 months of work. “If we have endeavored to expand the Plaza Athénée, it is in an attempt to continue the venture we originally began 100 years ago,” explains General Manager François Delahaye, in order to keep it a thoroughly […]
A job well done Question to the Hotel GM Majestic Cannes : Pierre–Louis Renou Each employee is an ambassador of his hotel and the promise of expected services. What actions do you put in place to involve your team in the success of the customer experience? How do you motivate them so that they give the […]
Service Excellence Interview with Bill Keffer – General Manager JW Marriott Marquis Dubai. He is leading the hotel team of 1,200 associates and more than 70 nationalities. What are the main characteristics of the service excellence you offer compared to the other hotels of the city? In JW Marriott we believe in service excellence. Our hotel […]
Staff is very important An interview of Ralph Radtke, Cıragan Palace Kempinski Istanbul General Manager & Kempinski Area Director for Turkey & Bulgaria. Each employee is an ambassador of his hotel and the promise of expected services. What actions do you put in place to involve your team in the success of the customer experience? How do […]
Ralph Radtke: his best memory in Ciragan Palace An interview of Ralph Radtke, Çırağan Palace Kempinski Istanbul General Manager & Kempinski Area Director for Turkey & Bulgaria. What is the most beautiful memory as Hotel General Manager? Can you tell us an anecdote that you have experienced? I would like to tell the story of a […]
Best Memory Hotel manager What is the most beautiful memory as Hotel General Manager ? Can you tell us an anecdote that you have experienced? I remember that one of our guests, while visiting a museum around the city, didn’t have the chance to pick up a sprig of lavender. She was very disappointed at not […]
What is Young Hoteliers Summit (YHS) in 3 words? Nicola: Platform of exchange. YHS represents a community for collaborative exchange of industry insights. Luca: It’s complicated to describe, but I would say it’s like a hallway connecting all different actors of the industry together; the way you might have different rooms with a hallway connecting them. This […]
