Shangri-La Hotel, Paris: It’s in their nature

By Gabriella de la Torre, MBA in Hospitality Management, Mexico & USA, 2012-2014 2nd Year

“Service which is rendered without joy helps neither the servant nor the served. But all other pleasures and possessions pale into nothingness before service which is rendered in a spirit of joy.” - Mahatma Gandhi

Upon arriving to the employee entrance of the Shangri-La Hotel, Paris we were warmly welcomed by Human Resources Intern, Célia Daude, who led us through the winding passageways and staircases of the back of the house. Walking among the bustling activity of the hotel’s employees, we were greeted by a cascade of shining smiles and Bonjours until arriving to a quiet conference room. Here, Training and Recruitment Assistant, Audrey Bonhomme, shared the history of the hotel brand and its Parisian property and further explained what it means to be part of the Shangri-La family.

Of particular interest was her presentation of one of the company’s most renowned marketing campaigns that features wolves caring for a man in a bitter, cold and desolate environment. This advertisement that highlights the mantra of “treating a stranger as one of one’s own,” served to demonstrate the service qualities that characterize the group’s employees. Furthermore, Ms. Bonhomme explained how this idea of family-like service ultimately determines and shapes the group’s hiring strategies, which focus on finding candidates who embody a spirit of warm authenticity and who are ready and willing to go the extra mile to make their guests feel at home.

After our discussion with Ms. Bonhomme, our two hosts led us on a tour of the five-star property. Originally serving as the home for Napoleon Bonaparte’s grandnephew, Prince Roland, the Shangri-La Hotel, Paris boasts an impressive view of the City of Lights’ most famous monument, the Eiffel Tower. We caught glimpses of this landmark through the windows of the property’s stunning meeting space, the majority of which is registered under the protection of the country’s historical monuments. We were then led through the public spaces, the hotel’s wellness retreat and the many food and beverage outlets, including L’Abeille, the two Michelin star French restaurant. Finally, we had the opportunity to visit two of the property’s 101 rooms, which feature rich textures and fusion of European and Asian décor.

We left the steps of the luxury hotel with a greater understanding of the property’s uniqueness in the Parisian market and a reminder of the value that comes with serving customers with a spirit of joy, reminiscent to that felt when welcoming a loved one into one’s own home.

Le Meridien Etoile: A new perspective on Paris

By Gabriella de la Torre, MBA in Hospitality Management, Mexico & USA, 2012-2014 2nd Year

“I feel that what we get from art is a sense of wonder, or something beyond ourselves, that celebrates our ‘being’ here.” - Trevor Bell

To kick off hotel visits in the new year, IMHI students were invited to Le Meridien’s first property in the world, Le Meridien Etoile. This iconic hotel, located a stone’s throw away from the Palais des Congrès Convention Center, bustled with life as we entered the lobby on a Wednesday morning. Business travelers, families and large leisure groups alike whizzed in and out of the hotel’s revolving doors, while other guests sat tranquilly, sipping on their drink of choice in the Jazz Club. Amid all this activity, we were warmly welcomed by Remco Van Kamp, Front of the House and Quality Manager, and his assistant manager, Sophia Benmallek, who led us to the conference rooms of the hotel in order to first present Starwood, Le Meridien and this particular property.

Throughout their presentation, Mr. Van Kamp and Ms. Benmallek delved into the details surrounding the hotel and its focus on providing guests a unique view of Paris. Our hosts highlighted the different initiatives the hotel had undertaken in order to create this unorthodox perspective of the City of Lights, while presenting the various challenges that come with running the 1,025-room property. Furthermore, learning about the strategies and organization of the greater parent group, Starwood, allowed us to gain a deeper understanding about the workings of an international hotel group and the benefits that come with allowing guests to choose from a wide variety of brands that cater to diverse lifestyles and customer segments.

After their detailed presentation, Mr. Van Kamp and Ms. Benmallek guided us throughout the hotel to visit various room types, highlighting the brand’s focus on providing a modern environment for its guests. We also had the opportunity to visit the newly renovated Ma Chère et Tendre steakhouse, which provides both hotel guests and external customers a unique dining experience in an area inundated with food and beverage offerings.

From beginning to end, our hosts emphasized the place of art within Le Meridien Etoile: the modern designs on the hotel doors, separating the world outside from the world within; the artfully-decorated room keys that also serve as access to the Palais de Tokyo museum of art; and the artwork made purely out of Legos with the help of the hotel staff. These details filled us with admiration throughout our visit and further reinforced the idea of new, modern perspectives. We exited Le Meridien’s large, artful doors into the busy, everyday life of IMHI students with more knowledge about the industry that moves us and with a sense of wonder inspired by the creativity of this unique property.

Infinitely Barrière

By Gabriella de la Torre, MBA in Hospitality Management, Mexico & USA, 2012-2014 2nd Year

On a rainy day in Paris, 12 IMHI students were invited for a private tour of the Hôtel Fouquet’s Barrière situated just steps from the Champs-Elysées. We were welcomed into the cozy and luxurious interior of the hotel lobby by Hugo Miara, a fellow classmate who is in his second year of apprenticeship as the assistant to Monika Moser, Director of Rooms and Spa, herself an IMHI alum.

We were divided into two smaller groups and led throughout the hotel by our classmate, Hugo Miara, and Laura Garcia, Senior Butler at the hotel. They showed us the various public areas of the property, including the Michelin-starred restaurant Le Diane and the U Spa, as well as various suites.

Having participated in visits of luxury properties in Paris last year, I was genuinely delighted by the ability of the Hôtel Fouquet’s Barrière’s to mix the traditional lavishness of Parisian luxury with contemporary and innovative elements in terms of service and culinary offerings. It was also a unique opportunity to be led throughout the property by one of our own fellow IMHI’s, who demonstrated a profound understanding of the hotel’s operations and greater business strategy.

At the end of our visit, we were joined in the lobby by Monika Moser, who answered our questions regarding the current status and future for the hotel. She also offered advice to us regarding our time at IMHI, highlighting the importance of complementing the knowledge we gain in our courses with a greater understanding of the trends and evolution of the hotel market.

Overall, it was an infinitely enjoyable visit that allowed us not only to learn more about the hotel itself, but that also permitted a glimpse into the day-to-day of fellow IMHI’s who are or will soon be leaders in the hospitality industry.