J’ai eu le plaisir de retrouver Édouard Gromangin, directeur du Rosewood Mayakoba au Mexique et responsable régional, un professionnel dont l’engagement envers ses équipes et ses clients est reconnu depuis de nombreuses années. We met back in high school, when I noticed his smile and his ability to take an interest in others. This simple anecdote illustrates his steadfastness and passion for caring for others.
A few years later, our paths crossed again in the hotel business, and I was privileged to discover his approach to hospitality in action. For me, the hotel business remains a big family, and this kind of reunion is a reminder of how values and passions can endure over time.
Today, having the opportunity to be welcomed by him and to enjoy a memorable hospitality experience at this hotel enriches my view of the hotel business and contributes to my shared experience of hospitality around the world. The hotel business remains a big family, and this reunion is a reminder of how values and passion can transcend time and career paths.
Luxury hospitality: how to turn every stay into an exceptional moment?
Hospitality is often reduced to polite service, a comfortable room or a well-presented meal. For Édouard, it’s much more than that: ” it’s an art of living, a human discipline and a daily commitment”. With over thirty years in the hotel business, he has learned that every interaction, every detail, every gesture can transform a stay into a memorable experience.
” Hospitality begins with loving others,” he asserts. This may seem obvious, but in practice it means paying constant attention to how customers feel, to their explicit or implicit needs. A sincere smile, attention to personal preferences, or even just listening patiently are all part and parcel of what we call “generous hospitality”. In his view, it’s this approach that distinguishes an exceptional hotel from a mere stopover.
One particular memory perfectly illustrates this philosophy. A guest had been frequenting her hotel for over seventy years. She lived there every day, it was her home. For Édouard, every encounter was a lesson in listening and adapting. ” I remember the way her eyes lit up when she returned to her habits, her favorite room, and even certain objects in the living room that never moved,” he recalls. He remembers how she discreetly noted every improvement or change, and how her observations helped to constantly refine the service. This bond, forged over the decades, has taught him that hospitality is not universal: it must be adapted, personalized, thought out for each individual.
Training and inspiring teams: hospitality as human management
Hospitality doesn’t stop with the customer. It extends to teams and management. ” A good hotel is nothing without its staff,” stresses Édouard. Quality of service depends as much on infrastructure as on the men and women who bring it to life. Every member of the team must understand the company’s philosophy and be able to translate it into everyday actions and attitudes. Training and inspiring teams is just as crucial as decorating the restaurant or designing the menu.
Édouard remembers a new floor manager who hesitated to take certain initiatives for fear of making a mistake. Thanks to patient guidance and concrete examples, he quickly learned to anticipate customer needs, propose customized solutions and feel part of the experience. ” This is where management becomes a form of hospitality. It’s not just about guiding teams: it’s about enabling them to create value, emotion and pleasant surprises for every guest. “he explains.
International hospitality: adapting service while remaining true to the spirit of the hotel
This philosophy also applies internationally. Expectations and cultural codes vary greatly from region to region. An outdoor shower in a private garden as an extension of your suite, for example, may be perceived as a luxury for some European guests, an inconvenience for others from Asia. Understanding these differences, adapting service and spaces while preserving the hotel’s identity is a constant challenge. ” It ‘s not a question of changing the product for every nationality, but of designing a flexible, rich environment capable of appealing to all customers while remaining true to the spirit of the establishment,” says Édouard.
At Rosewood, where he has been working for six years, technological innovation supports this approach. Digital tools enable teams to focus on what’s essential: attention, personalization and creating memories. Online booking, instant communication and management of specific requests free up staff for deeper, more meaningful human interactions.
Hospitality begins at home
For Édouard, hospitality is a holistic discipline. It starts with yourself: understanding your personality, strengths and limits, and learning to welcome others with authenticity. It manifests itself in the location, the services, the technologies, but above all in the attention paid to each customer and each team member. Interactions must be unique, memorable, and tailored to the precise needs of each individual.
The memory of his loyal customer remains the most telling example. ” Every detail was important to her, every gesture observed and appreciated. She taught me to listen without judging, to anticipate without imposing, and to create experiences that leave a lasting impression. “he says. This apprenticeship perfectly illustrates his vision: hospitality is as much a human relationship as a professional discipline.
So hospitality isn’t just a job or a service. It’s a human commitment, an art of living and a managerial approach. Teams are at the heart of this approach, because without them, the vision cannot become reality. Training, inspiring, motivating and listening are essential to ensure that every customer leaves with a positive and unique memory.
Hospitality as art and commitment
In conclusion, for Édouard, hospitality combines tradition and innovation, listening and anticipation, management and empathy. She transforms a simple hotel into a lively, welcoming and timeless place. Every smile, every gesture and every attention helps create an exceptional experience. Every guest, whether loyal for seventy years or discovering the hotel for the first time, deserves to be welcomed with the same generosity and humanity.
In this way, Edouard’s vision reminds us that hospitality cannot be taught by manuals or procedures alone. It is lived, shared and cultivated, day after day, in every interaction, every detail and every management choice. It’s this approach, both human and professional, that makes the difference between an unforgettable stay and an unforgettable experience.
About Edouard Grosmangin
Edouard Grosmangin was appointed General Manager of Rosewood Mayakoba in January 2025, while retaining his role as Regional Vice President for Mexico and South America at Rosewood Hotels & Resorts®. With solid international experience in luxury hotels, he oversees the strategy and operations of several of the brand’s flagship establishments, including Rosewood Mayakoba, Las Ventanas al Paraíso, Rosewood San Miguel de Allende and Rosewood São Paulo, as well as the upcoming openings of Rosewood Mandarina and Rosewood Mexico City.
Prior to this appointment, he successfully managed Rosewood São Paulo, a hotel that won numerous awards, including Best Hotel in South America by The World’s 50 Best Hotels in 2023 and 2024. His career includes senior positions at Raffles Seychelles, Six Senses Zil Pasyon and Six Senses Con Dao, where he developed recognized expertise in management, innovation and customer experience.
A visionary and committed leader, Edouard Grosmangin advocates a hotel approach based on sustainability, team well-being and the creation of authentic experiences. At the helm of Rosewood Mayakoba, he intends to consolidate the resort’s international reputation by pursuing his commitment to responsible, inspiring luxury.
