LEADER - LAURENT EBZANT, AREA VICE PRESIDENT AND GENERAL MANAGER, PARK HYATT NEW YORK: “OUR WORKFORCE REFLECTS THE WORLD WE WELCOME.” (États-Unis)
In a heart-to-heart conversation, Area Vice President and General Manager Laurent Ebzant discusses cultural diversity, innovation, and bringing that personal touch to guest service. |
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LEADER - LAURENT EBZANT, AREA VICE PRESIDENT AND GENERAL MANAGER, PARK HYATT NEW YORK: “OUR WORKFORCE REFLECTS THE WORLD WE WELCOME.” (États-Unis)
In a heart-to-heart conversation, Area Vice President and General Manager Laurent Ebzant discusses cultural diversity, innovation, and bringing that personal touch to guest service. |
Catégorie : Article sponsorisé - Amérique du Nord et Antilles - États-Unis - Carrières
- Interviews et portraits
- Carrière - Interviews
Interview de Sonia Taourghi le 21-02-2025
 Laurent Ebzant, general manager and area vice-president, Park Hyatt New York
Crédit photo © Park Hyatt New York
In July 2024, Ebzant's expertise and vision were recognised with his promotion to Area Vice President while maintaining his role as General Manager of Park Hyatt New York. As the property celebrates its 10th anniversary, Ebzant oversees several transformative projects reinforcing the property's position as a benchmark for luxury hospitality, with the most recent achievement being the new Manhattan Suite, a $10 million jewel offering 3,500 square feet of sophisticated luxury at $50,000 per night. This coincides with the development of innovative family-focused accommodations, coming in June, and the upcoming debut of an exclusive boutique spa Nalai, opening this Spring, reflecting the hotel's commitment to personalised and relevant luxury.
The synergy between Ebzant's international background and his deep understanding of New York's dynamic hospitality landscape has proven instrumental in shaping Park Hyatt New York's future.
Journal des Palaces: As someone who has lived and worked in different countries, how do you maintain connections with your French heritage? How do you think that influences your management?
Laurent Ebzant: Sometimes, I joke that I don’t feel entirely French anymore, though not in a bad way. Having had the privilege, mostly through Hyatt, to work in so many different countries and cultures led me to see citizenship as relative. I strongly believe in multiculturalism and consider myself a citizen of the world.
My connection to my French heritage is primarily through its rich culture, fascinating history, and, of course, its gastronomy and wines. My background in food and beverage keeps me rooted in my origins. Wherever you work or travel too, you can always cook a great meal and bring a nice bottle of wine in your luggage.
When it comes to management, my French heritage translates into an unwavering attention to detail and a constant pursuit of excellence. I don’t want to sound pretentious, but I also believe in a sense of elegance in everything we do. For me, attention to detail and elegance are two essential pillars of leadership.
How has Park Hyatt New York adapted its ultra-luxury service approach in response to evolving guest expectations?
This is a critical focus for us in ensuring that our product and service remain relevant in an ever-evolving global travel landscape. At Park Hyatt New York, we prioritise human interaction. While technology plays an essential role in today’s digital world, especially in a fast-paced city like New York we ensure that it never replaces genuine connections with our guests.
We use Gem Notes, an internal Hyatt platform that records guest preferences across properties. However, we adapt this information uniquely to our hotel. A guest staying at Park Hyatt Tokyo might have different preferences when visiting Park Hyatt New York, and we tailor our approach accordingly.
For example, instead of the traditional bottle of champagne offered to our VIP guests during the Fourth of July, we created personalised Park Hyatt New York aprons embroidered with their names. The impact was far beyond what a fine bottle of champagne would have achieved. It sparked emotions, created lasting memories, and added a personal touch. Guests later sent us pictures of themselves wearing their aprons at their holiday BBQs, cooking with family and friends. This is the kind of emotional connection we strive for.
What unique challenges and opportunities do you see in the New York luxury hotel market compared to other global destinations you've overseen?
New York is vibrant, intense, and exhilarating, but let’s be honest, it can also be exhausting. It is a place where you feel the need to rest as soon as you return home. Visitors try to see everything from Times Square, Broadway shows, the Empire State Building, and the Statue of Liberty while also exploring the incredible food scene and rooftop bars.
Working here is just as demanding but so much more rewarding. Having worked in nine different countries, I can say with certainty that New York is truly one of a kind. It is also a microcosm of the world, a city of diverse communities where you can experience everything from Jamaican, Jewish, Russian, and Latin American influences to Korean and Japanese flavours.
I love sports, and one of my favourite things to do is cycle in the city early on Sunday mornings, getting lost from Manhattan to Brooklyn and Queens. It is fascinating to see how the atmosphere and culture shift from one neighbourhood to the next.
Could you share an example of a guest experience initiative at Park Hyatt, New York that you're particularly proud of implementing and its impact on guest satisfaction?
We avoid a one-size-fits-all approach. A lot of work happens before a guest even arrives. If someone reaches out in January to inform us that they will be staying with us in July 2025, it means their trip is significant to them. We treat that engagement as if they were arriving the very next day, taking the time to truly understand what would make their stay special. Our dedicated Guest Relations team excels at this pre-arrival personalisation.
For instance, we had a guest who was a lifelong Batman fan. He associated New York with Gotham City, and this connection was deeply personal to him. Our pastry chef crafted a custom Batman-themed cake, and we filled his room with Batman-themed amenities. It was a small gesture, but the emotional impact was immense. This level of personalisation tapping into what truly matters to our guest has become part of Park Hyatt New York DNA.
We are also developing an innovative family suite concept. Rather than a traditional luxury suite designed for corporate executives, this space will recreate the warmth of a New York residence featuring a fully stocked American-style fridge for family breakfasts, video games for teens, toys for younger children, and a family table with a cosy, stylish bench. It is about elevating the feeling of home
What role does sustainability play in your operational strategy, and how do you implement eco-friendly practices without compromising the luxury experience?
Sustainability is a key focus for us, and we have made some significant changes. Hyatt has a global initiative promoting local sourcing in food and beverage, and being in New York, we are fortunate to have access to exceptional products from the Hudson Valley and the Atlantic. Our executive chef actively follows these guidelines, which is why we removed tuna from our menu as it is not sustainable in our region.
We have also made bold moves to eliminate plastic waste. Previously, our hotel consumed 800 PET bottles daily across 210 rooms. We have since transitioned to cardboard water bottles, aligning with another important initiative sourcing from Black-owned businesses, which now represent 50% of our suppliers. The company that provides our cardboard bottles is Black-owned, allowing us to support both environmental and social responsibility goals.
New York City has also mandated an end to single-use bathroom amenities, and we have replaced them with full-size pump dispensers, significantly reducing plastic waste.
How do you foster a culture of exceptional service while ensuring staff well-being and professional growth?
Our workforce is as diverse as the world we welcome. Our team members come from Mexico, Ghana, the Dominican Republic, Venezuela, Puerto Rico, Ivory Coast, Mali, Tibet, China and many other countries. What unites them is a shared passion for delivering personalised service, each bringing their own cultural perspectives.
Hyatt has a strong focus on Diversity, Equity, and Inclusion (DEI), and at Park Hyatt New York, we have made meaningful progress with 50% of our workforce is now women. Training is obvisouly essential and we have learning and development manager working closely with Forbes Travel Guide training module to foster a culture of professional growth.
How do you leverage technology while maintaining the human touch in luxury service?
Technology plays a critical role, but we use it to enhance but not replace human interaction. Our Gem Notes platform helps us track and personalise guest preferences across Hyatt properties. However, what makes it truly effective is our ability to interpret and adapt this information for each guest’s unique experience.
We are also mindful of guest research. In today’s social media-driven world, we are careful to gather insights in a natural and non-intrusive way. Our Director of Guest Experience has developed an approach that allows us to create meaningful, surprise-and-delight moments while respecting privacy.
For example, we used technology to identify and surprise our most loyal guests with personalised Fourth of July aprons. The system helped with logistics, but the human connection in engaging with them about their holiday plans and receiving photos of them using their aprons was what truly mattered.
Is there any advice or life lesson from your early career days that you still carry with you and share with your team members today?
Success in luxury hospitality requires emotional intelligence, strategic thinking, and above all, active listening. It is not just about hearing but truly understanding both guests and colleagues.
I believe in maintaining a high degree of curiosity. Even in my 50s, I approach situations with genuine questions sometimes even with a 5 years’ old candid questions, because they can be the most insightful.
If you, as a leader, talk twice as much as you listen, you have a problem. Active listening allows you to capture what truly matters, whether it is understanding a guest’s needs months in advance or valuing your team's perspectives.
Beyond that, resilience and adaptability are key. Growth happens in your effort zone, even when you fail. The hospitality industry is constantly evolving; what worked yesterday may not work today or tomorrow. The challenge is learning from experience while staying open to new ideas, ensuring every situation is approached with fresh perspective and wisdom.
 Exterior of the Park Hyatt New York
Crédit photo © Park Hyatt New York
 Living Room in the Manhattan Suite at the Park Hyatt New York
Crédit photo © Park Hyatt New York
 Dining Room in the Manhattan Suite at the Park Hyatt New York
Crédit photo © Park Hyatt New York
 Bedroom in the New York Sky Terrace Suite at the Park Hyatt New York
Crédit photo © Park Hyatt New York
 Bathroom in the Presidential Suite at the Park Hyatt New York
Crédit photo © Park Hyatt New York
 Interior Pool at the Park Hyatt New York
Crédit photo © Park Hyatt New York
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