Kempinski Hotel Ishtar Dead Sea, by Sébastien Mariette, General Manager of Kempinski Hotel Ishtar Dead Sea.
What is your business approach to 'the Art of Welcoming'? Do you think that the French 'art de recevoir' is a differentiating factor for luxury hotels? What are the values that you emphasize when welcoming your customers?
Our mission at Kempinski Hotel Ishtar Dead Sea is to deliver impeccable service to guests who value individuality and excellence. Therefore, the experience we provide is based on personal preferences, complemented by a remarkable European flair, and highlighted from the moment guests arrive at the hotel until their departure day. The art of welcoming at Kempinski Hotel Ishtar Dead Sea can be felt in every corner of the hotel, whether during check-in at reception, while having breakfast at the restaurant, when going for an unforgettable spa experience, or when floating in the iconic Dead Sea. At Kempinski Hotel Ishtar Dead Sea, the art of welcoming is about making the simple pleasures of our guests an experience in itself.
Each employee is an ambassador of the hotel and its promise of service. What actions do you put in place to involve your team in the success of the customer experience? How do you motivate them to give the best of themselves?
In my opinion, the most important factor in motivating our employees is empowerment, so as to enable them to go the extra mile when delivering personalized service to our guests. Without empowerment, our mission would not succeed. Another important characteristic is recognition, whereby we highlight the great performance of our employees to encourage the rest of our colleagues to remain competitive, proactive and energetic. Lastly, one of our core values at Kempinski is Entrepreneurial Performance: we ask our employees to act as if their department were their own company, so that they take pride in their work and in the achievements they deliver.
What is the most beautiful memory of your career as a hotel general manager? Can you share an anecdote you have experienced?
My best memory is from my first visit to Jordan, during the General Managers Meeting held at Kempinski Hotel Ishtar Dead Sea in 2010. The former General Manager of the hotel organized a trip to Wadi Rum, which we enjoyed enormously. During that visit, we spent a special evening in the desert where an orchestra performed the best traditional and classical music, right in the middle of the desert. It was truly an experience I will never forget. Now that I have recently joined Kempinski Hotel Ishtar Dead Sea as the new General Manager, I would like to deliver that same kind of experience to our guests, so that they leave our hotel, and Jordan, with wonderful memories, just as I did.
Biography
Sébastien Mariette is a true luxury hotelier with more than 15 years of experience with Kempinski Hotels. Holding an MBA degree in hospitality, Sébastien has held positions across Africa, China and Europe, including at Kempinski Hotel Wuxi and Kempinski Hotel Huizhou in China, as well as at the Djibouti Palace Kempinski in Africa.
A purveyor of quality with a track record of leadership, Sébastien was recently recognized as 'Best General Manager' by the Worldwide Hospitality Awards.
Since July 2014, this French national has managed Kempinski Hotel Ishtar Dead Sea, one of the flagship Kempinski properties in the region.
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