CAREER - JULIEN BERRUT, DIRECTOR OF GUEST RELATIONS, INTERCONTINENTAL BOSTON: "YOUR PRESENCE AND AVAILABILITY TO THE TEAM ARE CRUCIAL" (États-Unis)
After discovering his calling, Julien Berrut transformed a family legacy into a personal passion for the art of hospitality. |
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CAREER - JULIEN BERRUT, DIRECTOR OF GUEST RELATIONS, INTERCONTINENTAL BOSTON: "YOUR PRESENCE AND AVAILABILITY TO THE TEAM ARE CRUCIAL" (États-Unis)
After discovering his calling, Julien Berrut transformed a family legacy into a personal passion for the art of hospitality. |
Catégorie : Amérique du Nord et Antilles - États-Unis - Carrières
- Interviews et portraits
- Carrière - Interviews
Interview de Sonia Taourghi le 27-02-2025
 Julien Berrut, Director of Guest Relations at the Intercontinental Boston
Crédit photo © InterContinental Boston How did you get into the hospitality industry?
I believe that what inspires your career choices when you are young is shaped by your education, environment, and the people you meet. I was born into a family that currently owns three hotels in Paris. Naturally, I was immersed in the hospitality industry through my father. I remember being seven years old, waking up at 5:30 a.m. on weekends to go with him to the hotel. I would have a quick breakfast at the restaurant, then visit the room attendants, helping them clean bathrooms and make beds. I would stop by reception, talk to the concierge, and explore different areas of the hotel. At that time, I enjoyed the hospitality life and saw this 145-room hotel as my playground.
While my father was in charge of the entire "front of house" operations, his brother focused more on the "heart of house" functions. I learned a lot from my father, who always took the time to show me everything. He brought me everywhere and shared his passion with me. I always saw him working long hours – leaving before 7 a.m., coming home around 7 p.m., working Saturday mornings, and even visiting the hotel every Sunday to ensure everything was running smoothly. Paradoxically, despite loving and cherishing those moments with him, I never considered hospitality as a career for myself. No days off, no holidays, no festive seasons – it didn't seem like the path I wanted to take.
At the age of 20, my parents encouraged me to learn English, so I applied to work at Walt Disney World. I had no idea what job they would offer me, but I believe destiny and karma work in wonderful ways. I was placed as a Front Desk Agent at the Caribbean Beach Resort – handling 2,112 rooms, with an average of 450 check-ins and 500 check-outs per day.
I am an energetic person who loves talking to people. After three months, I asked my supervisor to transfer me to the concierge department. They had never seen a J-1 visa holder move from reception to concierge before, but I was determined. I knew that spending another three months in this role would be the best choice – and I was right. I found the job incredibly interesting. I was helping guests have a great time at Disney, where everything is designed to be seamless and magical. I had to build a strong knowledge base of everything related to Disney – park hours, restaurant concepts and themes, Extra Magic Hours, and more. That was it. Everything my father had shown and taught me over the years came rushing back after 13 years. At that moment, I knew my life would be dedicated to the hospitality industry.
What have you learned from working in different countries?
When working in different countries, the first thing that comes to mind is, of course, the diversity of cultures – but most importantly, the people I have met along the way. I have encountered both locals and fellow foreigners who, like me, are passionate about bringing their experiences to their host country.
Technically, the process of checking in a guest is the same everywhere in the world. However, delivering an exceptional check-in – one that involves emotional engagement – is entirely different in Wales compared to the Pullman Paris Tour Eiffel. Guest expectations vary, and I had to learn to adapt not only to the individual in front of me but also to the local culture. Working in different countries has greatly helped me adapt to any situation and interact with all types of guests.
What is it about the industry, and specifically guest relations, that continues to fuel your passion and drive?
The role of Guest Relations speaks for itself – you are there to create a connection with the guests. As a director, your guests are both internal and external: your colleagues, who help you achieve your goals, and the hotel guests, who come to your property to enjoy a memorable experience. I truly enjoy being the bridge between guests and the hotel – an intermediary, the cornerstone of the property. Every day, I handle requests not only from guests but also from my management, and I do everything in my power to make them happen. Being the connection between guests and the hotel, while also experiencing the satisfaction of successfully completing a task, is incredibly rewarding.
Luxury hospitality is constantly evolving. What recent guest expectations have influenced your approach to guest relations?
Our world moves at a fast pace, and most guests want everything instantly. Hospitality must adapt to these evolving expectations. Luxury hospitality is all about anticipating and exceeding guest expectations, and recent trends have placed a stronger emphasis on personalisation, sustainability and technology. For instance, paying for Wi-Fi is outdated; it should be offered as a standard amenity, just like hot water in the bathroom. In luxury hospitality, our guests have shown a preference for more advanced technology in their rooms, such as USB-C plugs, wireless chargers, Smart TVs, and white noise features with the alarm clock – these are commonly requested amenities.
Guest booking behaviour has changed over the years – guests now tend to book much closer to their stay. A few years ago, the booking window was typically months in advance, but now it's often just days. As hoteliers, we need to adapt and be prepared for potential last-minute bookings, especially during peak holiday periods. This applies not only to our rooms but also to our restaurants where most reservations for Valentine's Day dinner, for example, are made just three days before. This is also the case for our spa services.
From a guest relations perspective, our guests love having a direct point of contact at the hotel. That's why my desk is located in the lobby, allowing guests to approach and talk to me anytime. Being readily available to our guests is truly a luxury.
Technology plays an increasingly important role in enhancing the guest experience. What innovative technologies have you implemented or considered to further elevate guest satisfaction and loyalty?
Our guests expect the same level of comfort they have at home, but with an enhanced experience. As mentioned earlier, having a Smart TV in the room is now essential to meeting those expectations. Guests need to feel unique when they stay at a hotel, which is why we implemented a tool that allows them to chat with us as soon as they arrive.
A QR code is displayed on the room key – once scanned, it sends a message directly to our team, allowing guests to request anything they need without having to pick up the phone. Our team receives the message and promptly delivers the requested item to their room, enhancing convenience and efficiency.
How do you position the guest relations role within hotel operations?
The Guest Relations position falls under the Rooms department and works closely with the Front Desk team and Housekeeping. However, since you follow the guest journey throughout the hotel, a Guest Relations agent is involved with all other departments. As you take care of your guests, it's essential to ensure that amenities are properly set up in their rooms, which requires collaboration with Food & Beverage. Based on guest preferences – such as room temperature, which should be known ahead of time – you may need to coordinate with Engineering. Additionally, Sales and Marketing will reach out to ensure their top VIP guests receive special attention.
As a Guest Relations agent, you are also responsible for handling guest complaints, which makes your presence and availability to the team crucial. When a complaint arises, it automatically redirects your tasks and requires you to involve the appropriate department. For example, if a guest has an issue with their meal, your role is to ensure that you do everything possible to resolve the situation and turn a negative experience into a positive one. Complaints present the perfect opportunity to turn a bad situation into a great one. You need to earn the trust of the head of the department; otherwise, you'll find yourself isolated and with your hands tied.
What are the essential qualities and skills needed to thrive in this demanding but rewarding field?
Based on my experience, curiosity is essential. Be curious about what's happening in the world so you can engage in meaningful conversations with your guests. Stay informed about what's happening in your city and build strong relationships with your concierge team. I highly recommend having a general knowledge of history and geography, as it helps with guest interactions. Strong communication skills are also crucial, both spoken and written. Speaking more than one language is a definite plus.
Organisation and proactivity are key. You need to understand who's coming to your property, so it's important to read the arrival report and act accordingly. A guest relations agent should be able to read a guest's demeanour without asking questions. Can you anticipate what a guest needs just by observing them in the lobby?
I believe it's vital to have a strong capacity for adaptability. You must be able to switch from handling a complicated complaint to engaging in pleasant guest interaction, from a busy rush to a calm moment, and from dealing with business guests to leisure travellers. As a Guest Relations agent, your eyes should be everywhere, and a keen sense for details will help your hotel perform at its best.
What advice would you offer aspiring professionals who dream of building a successful career in luxury guest relations?
The luxury hospitality industry is challenging but can quickly become rewarding. Your emotions can be put to the test, but that's the beauty of it. You have to be passionate about what you do – you'll quickly know if it's the right fit for you. The job involves long hours at any time of day and working when others are enjoying their leisure time. However, if we step back and look at the bigger picture without taking things too personally, it can be incredibly fun! We're not saving lives; we're simply ensuring that our guests have a better experience, even if it's for a short time.
 Julien Berrut at his desk at the Intercontinental Boston
Crédit photo © Julien Berrut @Intercontinental Boston
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