I have had the chance to discover several One&Only hotels, in particular the two properties in Dubai and the one in Mauritius. One&Only The Palm Dubai is sumptuous, a haven of peace between the Palm and Dubai Harbour. This conversation with Mr Philippe Zuber, President of One&Only Resorts, will help you get to know the brand better, and discover their art of welcoming, which is very close to my heart.
What is your business approach to the “art of welcoming” at One&Only? Do you think the “art of welcoming” is a differentiating factor for luxury hotels?
One&Only is an innovative brand in the upscale sector, and we constantly strive to offer our guests memorable experiences of the very highest level, tailor made whenever possible. All our guests have different desires, different needs, and it is our duty to understand their lifestyle as well as we can, in order to create and develop experiences that will resonate with them. For example, after receiving feedback from our guests, the iconic One&Only Ocean Club in the Bahamas underwent a complete renovation to add an infinity pool named the Ocean Pool, along with a restaurant, the Ocean Pool Grill. Guests wanted to be close to the beach and see the sea, without necessarily being on the beach itself. We now have three pools at the resort: the Versailles pool for adults only, the pool for the whole family and children, and the new Ocean Pool. One&Only focuses on leisure experiences and offers upscale quality in terms of service, lifestyle and location.
One&Only Resorts is designed to be distinctive, taking into account the personality and experiences found in the local culture. Other features of the One&Only signature include intuitiveness, an authentic welcome, and offerings designed to satisfy every guest's desires. Our goal remains, continuously, to offer unforgettable experiences through impeccable service and a range of offerings that build our reputation with couples and families alike. We ensure the best possible experience for our guests, in order to create a tailor made stay for them and, as a result, focus on the activities that will suit them best.
What values do you emphasise when welcoming your guests? What experiences do you deliver? What are the main features that set the service you offer apart from other hotels?
One&Only resorts must improve every single guest's experience and respond to their needs. Attention to detail is also very important.
One&Only is a very specific brand, which requires owning incredible sites with excellent locations in the best destinations. For example, if it is a place by the sea or an ocean, the resort must have one of the most beautiful beaches of the destination, just as we must have enough space to allow both adults and families to make the most of their stay. As an upscale brand, One&Only's goal is to grow, but not to become mass luxury.
There are other major hotel brands on the market, but few place as much emphasis on leisure experiences and offer upscale quality so consistently, whether in terms of service, lifestyle or even location, the way One&Only Resorts does. Most brands in this space have tended to blend business and leisure.
One&Only delivers creative experiences and works hand in hand with its partners: developing the culinary side, for instance, working with renowned international chefs, and in a much more playful way. This is part of One&Only's DNA.
Every employee is an ambassador for their hotel. What actions have you put in place to involve your teams in the success of the guest experience? How do you motivate them to give the best of themselves?
We are committed to working with the best talent in the local tourism industry, and to developing new talent. We are extremely proud of our teams, because they are always looking for new ways to delight our guests, and they continue to deliver truly tailor made service to our clients. One of our core values is to “dazzle the guest,” and we plan to keep surprising and delighting guests in our upcoming resorts.
What spirit do you want to instil when building a One&Only hotel? How do you create a One&Only hotel? What were your sources of inspiration when designing a One&Only hotel?
Our teams never stop innovating and introducing new offerings across all One&Only resorts. They inspire a desire to travel, as well as unforgettable memories, through luxury and refined experiences. The location also has to be right. One&Only will be launching five new resorts: One&Only Sanya in China, One&Only Portonovi in Montenegro, which will be our first resort in Europe, One&Only Bahrain, and two new One&Only resorts near Puerto Vallarta in Mexico. While we are in a phase of strategic development, One&Only remains committed to seeking out the most desirable destinations and the best sites in the world. One&Only is interested in the idea of establishing hotels in certain major key cities, such as London, Paris, New York or Hong Kong. But given how mature these destinations already are, finding the ideal location can be difficult.
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