LEADER – MARIE-BERENGERE CHAPOTON, GENERAL MANAGER OF RAFFLES AL AREEN PALACE BAHRAIN: “OUR BIGGEST SUCCESS HAS BEEN ELEVATING THE LUXURY HOSPITALITY EXPERIENCE IN BAHRAIN”
The Frenchwoman, at the helm of Accor's new flagship in this Middle Eastern kingdom, applies her positive vision to bring out the best in her team and offer a personalized and extraordinary experience to a clientele accustomed to luxury.
LEADER – MARIE-BERENGERE CHAPOTON, GENERAL MANAGER OF RAFFLES AL AREEN PALACE BAHRAIN: “OUR BIGGEST SUCCESS HAS BEEN ELEVATING THE LUXURY HOSPITALITY EXPERIENCE IN BAHRAIN”
The Frenchwoman, at the helm of Accor's new flagship in this Middle Eastern kingdom, applies her positive vision to bring out the best in her team and offer a personalized and extraordinary experience to a clientele accustomed to luxury.
Marie-Berengere Chapoton's journey in the world of luxury hospitality is as captivating as it is inspiring. Initially drawn to a career in medicine, a personal quest led her to England, where she discovered the bustling backstage of the hospitality industry. Her insatiable appetite for travel and connecting with people has guided her across continents.
From her beginnings with Accor to managing iconic properties such as the Sofitel Rome Villa Borghese, the Sofitel Rio de Janeiro Ipanema, or the Fairmont Southampton, Bermuda, she has consistently demonstrated her commitment to excellence and her in-depth understanding of luxury.
Today, as General Manager of Raffles Al Areen Palace Bahrain, she is on a mission to elevate the standard of elegance and personalized service in the Kingdom of Bahrain. Located just thirty minutes from Manama, this lush oasis is poised to redefine luxury in the Gulf with its 78 private villas, ranging from 400 sq. m. for one bedroom to 700 sq. m. for three bedrooms. Under her leadership, the new gem of Bahraini hospitality promises to be a sanctuary of modernity and tradition, where guests immerse themselves in a unique blend of middle-eastern hospitality and world-class service.
Driven by her passion for developing others and creating authentic connections, she is described by her colleagues as a leader who “manages with her heart.” Marie- Berengere is thus recognized for her ability to bring out the best in her team while maintaining an unwavering focus on service quality and the hotel's reputation.
In this interview with Journal des Palaces, Marie- Berengere Chapoton shares her insights on her career journey, her leadership philosophy, and her vision for luxury hospitality in Bahrain.
Journal des Palaces: You are a graduate of Glion and ESSEC. Why did you pursue a career in luxury hospitality? What attracted you to this sector?
Marie-Berengere Chapoton: I was truly amazed when I met some great professionals who guided me and followed me through my first six months with the group. I pursued a career in luxury hospitality because I have always been fascinated by the art of delivering exceptional experiences. During my time at Glion, I was inspired by this industry's commitment to creating unforgettable moments for guests.
The trigger was the Sofitel Legend in Hanoi, a flagship hotel in Hanoi. It was there that I decided to become fully professional and specialize in the hospitality industry. Education is still the best way to go, and getting an MBA at ESSEC is a real added value.
The opportunity to blend hospitality, design, and service into a holistic luxury offering really appealed to me. I was drawn to the dynamism and global nature of the sector, as well as the chance to immerse myself in diverse cultures and destinations.
You've been loyal to the Accor group since the start of your career. What is it about the group that appeals to you?
I'm convinced that each individual creates his or her own opportunities. Accor gives us all the tools and support we need to develop our careers. It's easy to move from brand to brand, from continent to continent, to be part of exclusive leadership programmes. Indeed, I'm currently benefiting from the opportunity to be part of a specific programme that the group has created with Cornell University for leaders around the world.
You need ambition, passion, and confidence in the group. You have to be able to seize the opportunities on offer because each one will be a springboard to another career move. When I was called to take over the management of the Sofitel Rio de Janeiro Ipanema in 2013, I was at the head of the Sofitel Montevideo Casino Carrasco & Spa in Uruguay, and I didn't hesitate. It's a win-win strategy. You can't put any limits on yourself.
What do you think are the benefits of international experience?
I'm a big supporter of international careers. It involves taking on different challenges linked to the complexities and specificities of each country. This experience is both formative and rewarding. I've kept in touch with guests for over 15 years. I've also had the unique privilege of experiencing the Olympic Games and the football World Cup in Brazil, during my assignment in Rio. Some key moments in the life of a hotelier.
Through a career like this, I'm indulging my passion for travel - it's fantastic to meet so many people from all over the world; the teams, the guests, the owners, and so many others. I'm very happy with this choice.
As a French woman, what levers have you used to immerse yourself in cultures and destinations such as Rio de Janeiro, Montevideo, Rome and now Bahrain?
You must, I think, try to learn the language, understand the history and traditions, and engage with the people. Curiosity, respect, and a genuine interest in the local culture are key.
I also find that maintaining an open and flexible mindset is crucial when immersing oneself in different destinations. By embracing the unique aspects of each place, I am able to better understand and cater to the needs of our international guests.
Could you discuss the main successes and challenges you have encountered since opening Raffles Al Areen Palace Bahrain?
Since opening Raffles Al Areen Palace Bahrain, our biggest success has been elevating the luxury hospitality experience in Bahrain. We've received strong industry recognition, demonstrating the demand for a world-class product in this region. The mission was to integrate local culture into the spirit of the hotel, in a fairly complex renovation project covering 13 hectares in different phases.
This is the spirit behind the Writers Lounge, the iconic venue at every Raffles. Each hotel has a Writers Lounge that is steeped in local culture. We chose to take inspiration from the Majlis, the traditional and central place of social life in many Middle Eastern cultures. A Bahraini poet has written the phrases from a well-known poem in the library, filled with books on local and Middle Eastern culture. We were honoured and proud to welcome the King, who inaugurated our hotel.
Navigating local nuances has been critical to establishing Raffles Al Areen as a true oasis of luxury and refinement. Our commitment to exceptional service and attention to detail has allowed us to solidify our position as a premier destination for sophisticated travellers in the Gulf.
What is your vision of luxury, and how do you implement it in this hotel through concrete examples?
It is about creating a holistic experience that caters to the emotional and personal needs of each guest.
At Raffles Al Areen Palace, we strive to anticipate and exceed guest expectations through personalized service, attention to detail, and a genuine commitment to their wellbeing.
For example, we offer customized wellness programs, immersive cultural excursions, and bespoke dining experiences that showcase the local flavours with the finest ingredients. We aim to make every stay an unforgettable journey.
Your hotel is made up exclusively of villas, which gives it an exclusive and intimate image. What are the differences in terms of team management and guest relations between a hotel designed vertically and one designed horizontally like yours?
There are two factors. The first is the villa concept itself. It allows us to push service excellence to the highest level. There are no limits because we're in a private setting, where guests enjoy savouring the indoor/outdoor life of their 400 m² villa.
Different experiences can be created within the space itself. These can range from a very informal family meal served by the pool to a very formal private chef's dinner, a plated or barbecue dinner, a traditional Middle Eastern meal or a sunset chicha. The villa format offers an infinite range of service opportunities.
The second factor is the concept of exclusivity and privacy. This is where the butler comes in. Our butlers are trained on excellence. The key is a delicacy. This is an added value of the private villa concept; every guest is different, and every guest will have a different service depending on their profile.
Could you tell us about the Bespoke Rituals you have developed for the properties?
The teams and I have enjoyed developing our Bespoke Rituals, the personalized rituals that are the signature of the Raffles brand. For example, we respect the ritual of the boukhour, dear to the Bahraini to protect their homes, and then we offer a ceremonial around Arabic coffee.
We transform the guest experience into exclusive moments based on what they are looking for, we are all about personalization and excellence.
How would you define excellence?
Excellence transcends the ordinary, elevating the mundane into the extraordinary. It is a relentless pursuit of perfection, where every detail is meticulously crafted, and every experience is imbued with a sense of refined sophistication. This vision is not merely about grandiose statements or extravagant displays, but rather a profound commitment to quality, innovation and environmental harmony.
Excellence is the reflection of our passion and commitment. It is the result of caring about what we do.
It is our attitude that reflects excellence. It is about creating spaces and experiences that transport the senses.
It is a vision that inspires awe, evokes wonder and leaves a lasting impression on all who encounter it.
How do you instil a culture of excellence in your team, and what are your expectations in terms of service and quality?
Cultivating a culture of excellence is a top priority for me. I firmly believe that exceptional service begins with an engaged and empowered workforce. To that end, I invest heavily in the professional development and personal growth of my team members. We have robust training programs, mentorship initiatives, and recognition schemes in place to foster a sense of ownership and pride.
My expectations for service and quality are unyielding - I demand a relentless focus on anticipating and exceeding guest needs. A commitment to continuous improvement, and an in-depth understanding of the Raffles brand ethos. Through consistent coaching and feedback, I strive to inspire my team to deliver the highest levels of hospitality.
Are there more challenges as a woman leader in a Middle Eastern country?
My personality is such that I don't put any limits on myself. Whatever culture or place you find yourself in, it all depends on you and how you adapt. I've never felt uncomfortable in the region. Of course, men are often in the majority, and I'm sometimes the only woman in meetings, in conversations, at dinners.
I have a real sense of humility, and I try to get to know other people first, which creates a connection. I've always been respected, and I've always been able to express myself, whether in France, Brazil or here in the Middle East and Bahrain.
What advice would you give to professionals and students in luxury hospitality who aspire to an international experience or career?
My advice would be to embrace every opportunity for international exposure, whether it's through internships, job rotations, or cross-cultural projects. Developing a global mindset and the ability to navigate diverse cultural contexts is invaluable in this industry.
I would also encourage aspiring professionals to be curious, adaptable, and open to learning. Immerse yourself in the local customs, language, and business practices wherever you go.
Building a strong network and leveraging industry mentors can also be tremendously helpful in navigating the complexities of an international career.
Most importantly, maintain a passion for hospitality and a genuine desire to create unforgettable experiences for your guests.
What advice would you give to a young person who wants to make a career in the luxury hospitality sector?
My advice for young people wanting a career in luxury hospitality is to have a genuine passion for serving others and creating exceptional experiences.
This requires strong emotional intelligence, problem-solving skills, and a commitment to exceeding guest expectations. Above all, stay curious, embrace challenges, and continuously learn.
As a journalist and luxury hotel expert inspired by the men and women who embody it, Vanessa aspires to enhance and sublimate the beauty and elegance of palaces through her writing. "In a palace, simplicity serves the quest for excellence" she admires.
