Advice from leaders on a career in luxury hotels
At each meeting with industry leaders, we asked them what advice they would give to a aspiring young person looking for a career in luxury hospitality? Here are their answers!
« You must love the idea of service – what it means to deliver excellence. A genuine love and caring for other people are key. This is the innate joy, which brings that natural smile and curiosity about what you can do to make a difference in the guest experience, and your own and colleagues’ experience.
Be open to learn. There is so much that you learn that is not only knowledge-based but more importantly, growing you as a person, an individual professional, and as a leader too. If you are open to learning, and you acknowledge you will continue to learn, then you also become agile. You must be quick on your feet and embrace change and even failing - but - always pick yourself up. Another important consideration is to find a company whose values mirror yours. This fosters alignment as well as a sense of belonging. »
Milet Lukey, Vice President People & Culture, Dorchester Collection
« My best advice to someone starting in luxury hospitality is to stay passionate about service and committed to excellence. In this industry, excellence is not just a goal, but a standard we must constantly strive to achieve. Be curious, ask questions, and seek new ways to create memorable guest experiences. Embrace change as it keeps you sharp and drives innovation. Surround yourself with like-minded individuals who inspire you and push you to grow. Most importantly, remain authentic and humble; hospitality is about building meaningful connections, and your values will guide you personally and professionally. »
Aaron Kaupp, Managing Director, Raffles The Palm Dubai
« It's an industry on the move, in which there are new positions to fill and new experiences to create. It's an exciting industry with great career prospects. However, you need to work on yourself by constantly improving your empathy so that you can always put the customer first. What separates a luxury hotel from a very good hotel is its ability to inspire and offer unforgettable emotions, and you can only succeed if you have a very deep understanding of what your customer wants. So, you must take the plunge, go for it, work hard and be pugnacious. It pays off. »
Pascal Camia, director of international development at Monte-Carlo Société des Bains de Mer
« It's essential to have a clear destination and specific goals in mind. Ask yourself: What are you looking for? What is your purpose? Be humble and learn from both your mistakes and those of others. Always plan ahead and focus on long-term objectives rather than short-term gains. This approach will help you see things from a different perspective. »
Gerald Chevasson, general Manager, InterContinental Doha beach & spa
« My motto has always been: "If you can dream it, you can do it". The key is to persevere in your desire to pursue this career. It's a job that involves a lot of sacrifice, but at the same time gives you the opportunity to get to know new cultures, sometimes very different from our own. Another piece of advice I'd give is to be curious and, above all, to travel! »
Silvio Vettorello, general manager Grand Hotel Tremezzo
« Our best advice for having a successful career in the luxury hospitality industry is to be authentic. Hospitality is a profession of passion, where genuine kindness and empathy are crucial. The spirit of service, thoughtfulness, generosity, and curiosity are essential in our industry. In luxury hospitality, being authentic allows you to connect more deeply with guests and team members. Genuine kindness and emotional connection are at the heart of exceptional service. »
Virginie Saint-Laurent, Senior Vice-President of Human Resources, Oetker
« I'd recommend never hesitating, being willing to step out of your comfort zone and being open to criticism. We all make mistakes, but we learn from them, just like when you learn a new language. The luxury hotel industry is a unique realm that opens countless doors and allows for personal growth. Entering this field requires passion and a thirst for new adventures. In the luxury hospitality industry, substantial budgets are allocated to fulfil guests' dreams and desires. This makes delivering on promises not only exciting but also incredibly satisfying. Be strong-minded and courageous to do it. You must seize the first opportunity because it will be a springboard. It's prestigious to work in luxury, and it's a wonderful world for those who are passionate about it. »
Thomas Matrat, Cluster sales director Europe, Hilton Seychelles
« The hospitality industry is an incredible privilege. You meet fascinating people from all walks of life and experience diverse cultures firsthand. I truly believe that understanding and respecting our differences is the key to a better world. No matter where you go, the desire for growth, development, and a respectful work environment is universal. Everyone wants to feel valued and respected for their contributions, regardless of their position or background. It's a basic human need. While cultural norms may vary, the fundamental desire for respect and the pride that comes from representing a company you believe in are universal. »
mark de Cocinis, CEO, boutique Group
« Pursuing a career in luxury hospitality requires an unwavering passion for service and excellence in every aspect of your role. In this field, your dedication to creating unforgettable experiences for guests is paramount. Embrace continuous learning and strive to exceed expectations, as the industry is ever-changing. This career is challenging yet incredibly rewarding, offering the chance to make a significant impact on guests' lives. Let your enthusiasm and genuine care shine through in every interaction, ensuring that each guest leaves with lasting, positive memories. Candidates should focus on honing their skills in guest relations, cultural sensitivity, and personalised service. Understanding and aligning with these unique aspects will not only enhance their career but also enrich the experiences of the guests they serve. »
Nick Flynn, Hotel Manager, Shangri-la Al Husn
« For anyone who wants to learn, the hotel business offers an extraordinary start to a career. You have to make people want to go into the hotel business, because it's a world of discovery, of humility, of high standards, a world in which you learn every day, because you're in contact with so many different professions. There are few professions where you come into contact with so many people. All these colleagues have to work in an ecosystem that reflects the values of a brand. You can't just come in and say, "I know, I do". You have to adapt. And those are life lessons. If you have that in your DNA, you can adapt to any world. We need to tell people again how exciting and fascinating it is to join the hotel industry. The hotel industry has changed. There was a time when the hotel industry had a bad reputation, with long working hours, breaks, service problems and so on. The hotel business has evolved incredibly, and today it's an extraordinary environment. It's very important to say that. »
Philippe Zuber, CEO, Kerzner International
« I have benefited from working for some amazing companies in my career. So I would say to anyone coming into this industry, that if it’s the luxury market you want to work in, go for the very best company you can first. Start there, with the company and the brand rather than the position. It doesn’t matter what the position is as long as you get in with the right brand at any level, and then really apply yourself. What you put in is what you get out. Put the hours in from the get-go, and you will reap the rewards and have a great time as you do so. »
Richard Alexander, General Manager, The Lana, Dubai
« I would say not to limit yourself to one kind of mindset. You must experience and see as many different properties and ways of doing things as possible. It's very easy to get limited in this line of work, so I think it's about keeping a very open mind. »
Mads Wolff, General Manager, 25hours Dubai
« What advice would you give to a young person wishing to pursue a career in the luxury hotel or restaurant sector? The only real advice I could give would be to have a philosophy. The hotel and restaurant business is a relatively vast world, and there's room for everyone: there are those who want to do brasseries, those who want to go into gastronomy, four-star restaurants, bistros... We're looking for people who want to work, who want to work. Lack of experience isn't important, it's no longer a criterion. The first criterion is whether the young person in question wants to work, is motivated and wants to learn. I don't take seniority into account. I'm not interested in that. Just because you've been there for 10 years doesn't mean you're entitled to the job. It's a great job, with its constraints: we work evenings, we work during blackouts. You have to love this job. If you don't like it, leave it straight away. »
Christophe Wielgosik, General Manager, Hostellerie Briqueterie & Spa
« You can be as qualified as you like, but if you’re not interested in taking care of people, you’re not going to survive in our business. It comes naturally to some people, some you can teach them, and some people will never know. Those are in the wrong business. There are always times of adversity, and any aspiring hotelier is going to face hardships: economic cycles that affect you or geopolitical things. These tough projects build your resilience, your emotional intelligence, and even your wisdom, perhaps. »
Tony Coveney Multi-Property General Manager St Regis Ritz-Carlton
« For those interested in a career in luxury hospitality in Abu Dhabi, I recommend exploring the local culture and understanding the UAE market. Continuously learn and show genuine passion for hospitality, while focusing on networking to gain diverse experiences. Developing a strong work ethic will be key for success in this dynamic field. »
Ahmed Issa, General Manager, Shangri-La Abu Dhabi
« There's no escaping it: like in any business, you need to be prepared to work hard and be prepared to be open. You need to be open to work in other areas of the hotels. Because if you don't look at it that way, you're missing out on so many opportunities and skills. Between front, operations, finance, human resources, F&B, etc. There are so many different trades to discover. »
Tim Cordon, COO MEA and SEAP, Radisson Hotel Group
« We truly believe that having a successful career in hospitality is all about understanding our real purpose, as well as what our guests are really looking for. Luxury hospitality is not just about providing best-in-class services with best-in-class products, it’s about creating exceptional and unforgettable experiences for our guests. Hospitality professionals who are open-minded, open to new experiences and have relentless energy and motivation to deliver exceptional service and create positive emotional experiences for guests will succeed in luxury hospitality. But we also need to remember that it is equally important to keep our skills and knowledge up to date and stay relevant to sustain successful career progress. The hospitality industry provides limitless growth opportunities in a wide range of career paths. Whether you start as a dishwasher, cook, or server, you can progress to regional or corporate management, revenue management, finance, human resources, marketing, and more. Remember, a career in hospitality isn’t just about jobs; it’s about creating memorable experiences for guests and being part of a dynamic industry that thrives on service and innovation. In the next several years, Mandarin Oriental Hotel Group has plans for dozens of new and exciting hotel projects around the world, and this growth trajectory will represent thousands of new and exceptional career opportunities for our future Fans. What human qualities are you looking for in talents? Mandarin Oriental follows some very clear principles. Collaboration, teamwork, respect, and humility are core values for us as a Group. We expect our colleagues t to be kind, diligent, and constantly striving for excellence in everything they do. »
Koray Genckul, Group Vice-President of People and Culture, Mandarin Oriental
« To embark on a successful career in the luxury hotel industry, I would advise aspiring individuals to prioritize three key elements: passion, teamwork, and excellence. Passion is indispensable. It's crucial to pursue what truly ignites your enthusiasm and dedication. When you're passionate about your work, it transcends mere job responsibilities; it becomes a driving force that fuels your commitment to excellence. Find your niche within the industry that aligns with your passions, whether it's guest experience, culinary arts, or sustainable practices. This authenticity will show through in your work and contribute to your personal and professional fulfilment. Secondly, success in the hospitality industry hinges on effective teamwork. Establishing trust and collaboration among colleagues is paramount. Foster an environment where trust is nurtured, ideas are shared, and everyone feels valued and empowered to contribute. Lastly, excellence does not know shortcuts. You have to put in the time and dedication. »
Gilda Perez-Alvarado, Accor Chief Strategy Officer, CEO, Orient Express
« In HSH and a business such as ours that brings together luxury hotels, retail, tourism and property, we value human connectivity and personalisation. It’s important to have passion - a passion to deliver excellence, a passion to connect with people, a passion to care. If you love what you do and are passionate about it, it’s no longer just a job or task that needs to be completed, and our customers can sense and engage with this passion. To provide guests with the best experience possible, it’s also important to have the ability to work as part of a team, solve any problems that arise, pay meticulous attention to details, and pre-empt and anticipate guest needs. Lastly, hospitality and tourism colleagues are hard-working and driven towards success. The past several years have been particularly tough for our industry, but thanks to hard-work, ambition and resilience, we were able to navigate through the various challenges by opening two stunning hotels in London and Istanbul, as well as expanding our retail business in Japan and China. We also completed the upgrade and renovation of the Peak Tram in Hong Kong. »
Sindy Tsui, Chief People and Culture Officer, The Peninsula Hotels
« Find a company whereby you feel comfortable, aligned according to your culture or your values, and whereby you can learn a lot. Don't focus on the monetary benefit when you come out of school the first two or three years. Your payment for the first few years is knowledge, experience, is making errors and learning from those errors. Once you hit GM position, you are not really entitled any more to make an error. So, I would say find a company that allows you to do that, not because they pay you $100 more, or they promise you to be a GM within five years. All that doesn't work. »
Thibault De Vries, general Manager, Jumeirah Gulf of Bahrain resort and Spa
« I would say follow your passion, it's a wonderful industry with the most incredible people in the world who will be your colleagues. You must be ready for long hours and travel to all parts of the world, to stay in your own backyard and expect to grow is limiting yourself. Ensure that your life partner is someone who will support you, as this is key, not only in hospitality but in all careers - that being said, the demands of hospitality means it's evermore important for your significant other to understand what you are doing. Question everything, including yourself to raise the bar and deliver each and every time - always follow up and remember where you started, no matter where you end up. Be authentic and genuine. »
Amanda Elder, Chief commercial Officer, Kempinski Hotels
« Luxury hotels offer rapid career prospects. To flourish in this sector, you need to be passionate, enjoy giving pleasure, enjoy interacting with others, enjoy surprising customers daily and enjoy making each day unique. Just like in a team sport, each talented person occupies a key position, whether in direct contact with customers or behind the scenes. My advice would be: be curious, don't be afraid to challenge yourself, don't stop at your job description, dare to take initiative and be yourself. If you don't have any constraints, go abroad. Exposure to other environments and cultures is truly enriching and will enable you to perfect your command of English. Be generous: this is a sector where you get a lot from your peers, your colleagues, your manager, and your customers. Seeing a customer's eyes shine because we've touched them with a little attention is very gratifying. I'm thinking, for example, of Nathalie, who recently took the initiative of sewing up the button on a jacket before returning the forgotten coat to its owner. If you have an eye for detail and enjoy giving pleasure through small, personalised touches, in an environment where excellence is a never-ending quest, then you will undoubtedly thrive in the luxury hotel industry. »
Salomé Révillion, Global VP Talent Acquisition & Employer Branding, Accor
« First off, service is king – make it stellar and personal. Get to know your guests, their likes and quirks, and go the extra mile to wow them. The same goes for your team. Embrace the diverse tapestry of cultures and communication styles. It’s not just polite; it’s smart business. It creates an atmosphere where everyone’s valued. Equally important is your personal brand. To build it, ensure you have a robust online presence where you can showcase your achievements, insights, and industry knowledge through platforms like LinkedIn or a personal blog. Make time to attend industry events, conferences, and workshops. Engage with peers, mentors, and leaders. Join relevant associations and stay updated on industry trends. Ensure that your brand aligns with your values and consistently represents your best self. And, remember, it’s not just what you know, it’s the magic you make. Stay hungry, stay flexible, and never stop levelling up. »
Craig Cochrane, Chief People Officer, Minor Hotels
« Gain on-ground experience at a hotel and if there’s an opportunity to be part of a pre-opening team, embrace it with open arms. Being part of a project and seeing it come to life is invaluable and will teach you so much about teamwork, attention to detail and working towards a plan. Hospitality is an industry where one can truly say “the world is your oyster” – make the most of it. Leaving home and getting out of your comfort zone can be rewarding on so many levels. »
Candice D'Cruz, Vice President, Luxury brands, Asia Pacific, Hilton
« Not everybody is able to deliver that level of excellence, and make everyone passing through the door feel special. Having clients feel so good about themselves that they'll remember it. People will always remember how you make them feel. In luxury, you're looking at something you won't see elsewhere, it's a unique experience. And I think that's what L&D provides to the employees. It's about focusing on each member of staff and help them learn in the way that works the best for them. As a manager, it's also a skill to understand people and understand how they'll learn and perform the best: adapting that level of individuality from our guests to our staff. One of our values is "Discerning individuality", and this is very applicable to the Set Leadership Programme. »
Clare Sheridan, director of learning & Development, the set Collection
« Two inspirational quotes from Steve Jobs come to mind: “Your work is going to fill a large part of your life, and the only way to be truly satisfied is to do what you believe is great work. And the only way to do great work is to love what you do”. And the second is a question he often asked his employees, “Is this the best you can do?”. Every time you interact with someone, ask yourself, when you've finished, “Was that the best version and can I do better than that?” Because if you've already identified that you can do better, do it right away. And in a palace, that's expected; that you raise the bar. That's the magic of the palace; if you have 400 employees and all 400 of them are doing it at the same time, that already means that tomorrow's experience will be better than today's. »
Julien Bardet, General Manager, Shangri-La Paris
« Tap into that resilience that comes in youth. It's a great time to learn a lot, especially when you still have the energy to face obstacles and challenges and recover from them! If you're hard-working and ambitious, the enthusiasm and fearlessness of inexperience can be a blessing. With time, knowledge takes over. Also remember to bring your personality to your roles. The world of communications is very much about networking and making good impressions. Bring your best self, your differences, your quirkiness, your authentic behaviours, lean confidently into a skill that no one else brings to the room. What makes you who you are will ultimately be what makes your career unique and a success. »
Terri McCollin, PR and corporate Communications specialist
« The first rule is to look at the great directors, chefs, and in general, the figures who have positions of responsibility, and ask yourself if one day you want to be like them, with all that it involves. Then you have to abandon your comfort zone which is often the most difficult thing to leave: home, friends, habits. Surround yourself with those who are better, be curious and set medium to long-term goals. The world of luxury hotels requires many sacrifices before providing satisfaction, but I can confidently say that what it gives you in terms of human growth is worth all the hard work and sacrifices. »
Maurizio Orlacchio, co-owner of Borgo Santandrea
« Success in luxury hospitality needs the right blend of curiosity, adaptability, and an unwavering commitment to service excellence. The industry is ever-evolving, demanding a continuous learning mindset and the ability to anticipate and adapt to the changing needs of our guests. Cultivating strong interpersonal skills, understanding cultural nuances, and fostering a passion for creating unforgettable experiences are essential for anyone who wants to succeed. I advise everyone aspiring to build a career in this field to remain open to learning, embrace change, and consistently strive to exceed expectations. »
Hein Dames, vice president of human resources (MEIA), Shangri-La Group
« Before considering the luxury hotel industry, is the young person predisposed to the hotel industry in general? The basics are the same in a 3-star or 5-star hotel, only the expectations change. So we're talking about open-mindedness, availability, attention to detail, but also the ability to anticipate, take risks and solve problems. It's an industry that's constantly changing, and one that still offers fantastic opportunities for development, for discovering the world, for mixing the strategic with the operational. You don't need to be an expert in every department, but you do need to know enough about the key departments to get an overview and make progress in both guest satisfaction and the achievement of financial targets, which often go hand in hand. »
Michel Cottray, General Manager, Hôtel Martinez
« Luxury has changed, so you need to understand what luxury is for what market, and make sure you bring innovation and disruption. Yes, there will always be opulence and gold and marble that are associated with luxury hotels. But it’s not only that. The new generation wants a different luxury. You don’t need to work in a “Palace” (in French) to have a career in the luxury hotel sector. There are different avenues in luxury that students in hospitality may not know. They think first of operations or consulting, but there are also many other areas to start a career, like development (on the operator or owner side), design, architecture, engineering, or tech. You can do this as an employee or as an entrepreneur. It depends on your personality, skill sets, and ambitions. If you aim to be an entrepreneur, read books and biographies of businesspeople, listen to podcasts, get educated and be curious. »
Chris Nader, founder, Envi Lodges
« The most important advice is to seize opportunities in other hotels or abroad, without being afraid of change, because that's how you build your career and experience, by challenging yourself. You must take control of your career and go for it. For me, it was really enriching to go abroad, and I'll certainly do it again after the Hôtel du Louvre. »
Alice Mafaity, General Manager, Hôtel du Louvre
« The same advice I would give a young person looking for a career in any industry: stay curious and never stop learning. Hospitality is one of the very few careers that enables you to work across the world, exposing you constantly to new cultures, new ideas and new ways of working. Take the time to make the most of those experiences, and don’t be afraid to take unplanned detours along the way. If we look at where the industry is today and where it’s going, strategies for marketing, e-commerce, sales, and distribution are growing far more sophisticated, meaning those with advanced knowledge and expertise will thrive. It also means a linear career path is less important than the bundles of skills you build along the way, and that means exposing yourself to the unknown, exposing yourself to uncertainty and embracing lifelong learning. You also need to have passion for the experiences that you’re delivering. We’re in the business of bringing cultures together and making extraordinary memories – everything we do, no matter what role you’re in, should serve that ultimate goal. »
Ian Di Tullio, Global CCO, Minor Hotels
« Luxury hospitality is all about creating unique personalised experiences and memories for guests. It is one of the most rewarding jobs in the world and provides incredible opportunities for growth, both professionally and personally. Young hospitality aspirants need to remember that the key to success in hospitality is passion, attention to detail and pursuing the highest standards of excellence when it comes to delivering unforgettable guest experiences. »
Anuraag Bhatnagar, CEO of the Leela Palaces, Hotels and Resorts
« Take steps to cultivate a combination of passion, dedication, and a commitment to exceptional service. Start by establishing a robust educational foundation in hospitality management. Then, actively pursue internships or entry-level positions with renowned hotels to acquire hands-on experience and valuable insights. In doing this, be sure to develop strong interpersonal and communication skills, coupled with a genuine desire to consistently surpass guest expectations. At the same time, foster the habits of continuous learning, staying attuned to evolving industry trends, and adapting to the ever-changing needs of hospitality. Also, embrace the importance of networking – Proactively build relationships within the industry to unlock doors to compelling and rewarding career opportunities. »
Bob van den Oord, CEO, Langham hospitality group
« You have to try to know more or less what you want, and what you don't want, and stick to it. When you're young, it's important to tell yourself that you have to respect everyone and that no-one is superior to anyone else. You have to reach out to others and take an interest in everything, not just catering but also accommodation, linen, housekeeping, finance, sales, and marketing. Next, I'd like to remind you that you don't become a general manager straight out of hotel school. You have to get your hands dirty, you have to work, you have to experience things, and then you can go on to manage people. And if you want to be a luxury hotelier, I like to say that luxury means creating emotional experiences for our customers and offering them a rare treat. But to achieve that, you have to be extraordinary yourself on a daily basis. You have to surpass yourself, not be mediocre. To want luxury, we have to be demanding of ourselves, to surpass ourselves, to create the extraordinary. I think that today more than ever in France, we are fortunate that the hospitality and catering professions remain a passion and a real profession for young people. We need to ensure that this expertise continues. »
Sophie Volant, Hotel Manager, Hotel du Cap Eden Roc, Antibes
« I would say, don't be afraid of the hours, here we offer contracts of 50 hours a week and beyond for managers. Get out of your comfort zone. Of course, in Europe you'll earn a bit more, but the impact on your CV of opening at the Lana will change your life. It's essential to look at the long term. So the advice is also to think about a career plan. It's important to set yourself a goal. My goal is to become a general manager. What do I have to do? What do I need to learn? There's also an objective that I follow and that I advise: if you're very good at one subject, that's fine, but try to develop yourself in a subject that you're not too good at. Personally, I spend hours understanding profitability and trying to really think like a finance professional. My speciality is F&B and wines, but I'm learning every day about marketing, rooms division and sales, etc. And the most significant thing is to be able to think in terms of profitability. And the most important thing is to have fun and make the most of these extraordinary professions that are gastronomy and the luxury hospitality industry. »
Nicolas Caupain, Director of Food & Beverage, The Lana Dorchester Collection Dubai
« I think number one is to find somebody they can first talk to about what it’s all about, a realistic view of what the luxury hotel industry is. All the good stuff and all the hard stuff. Then number two is to spend at least one or two stages early on in your life to get a sense of what you know is behind the surface. Because most people see is the stage; they see the beautiful lobbies and the flowers and the food, and they want to be part of that. And then use half heart and half head in making your choice. »
Chris Norton, CEO Equinox Hotels
« I'd give them five essential tips for working in one of the finest sectors: Learn, Apply, Observe, Think, Correct. »
Gaëtan Bouvier, Meilleur Ouvrier de France Sommelier 2022, expert at Institut Lyfe and restaurant manager and head sommelier of the Saisons restaurant in Lyon
« Firstly, I would say that luxury hospitality is an extremely formative environment. All the codes of hospitality are pushed to the extreme. Many of our Vatéliens who have set up their businesses came through the luxury hospitality industry. Take Isabelle Boutteville, for example, who worked at the Savoy-Christmas and then the Four Seasons Georges V before founding her consultancy Excel Place, a benchmark in customer experience and quality. I'm also thinking of Hervé de Gouvion Saint-Cyr, who, before setting up TalentriCity-Architecte d'Expériences, was Deputy Sales Director of the Plaza Athénée and General Manager of Luxury Attitude. And if I had to give one piece of advice to a young person wanting to enter the luxury hospitality industry, I'd tell them to give priority to internships in luxury hotels, to practise in different positions to get to know all the workings of these institutions that are the pride of the hospitality industry. »
Karine Sebban-Benzazon, President of the Vatel Group
« My advice always actually is to use blended learning to maximize growth. What I mean by that is to not just take a class or not just read a book. They should look at a blended learning approach. So, for example, take a class and then try it or do something, and ask for feedback. My managers love to learn financial acumen, and so they would need to improve their business insight and their how to read a profit and loss statement… So usually in the past, they used to just take a class online on how to read a financial statement, and that's not enough. I would tell them, take the online course, that's step number one, but then you need to be able to present your profit and loss statement. That means you have to do the work itself, understand every line, the moment you teach it to somebody else, that's when you've really maximized learning. And then the third thing is to ask for feedback or a mentor to help you because if you learn something completely by yourself, you're not getting the feedback that you might need, that you might not realize you need so. »
Emilia Delgado, Senior Director of Learning & Development, Mandarin Oriental
« Having a clear objective, being resilient and being very humble in your approach. »
Frédéric Picard, managing director of Glion Institute of Higher Education
« Luxury hospitality is about aptitude and attitude. The right attitude unlocks a world of career opportunities. It is a wonderful industry, though demanding, it can give you a lot back in terms of job satisfaction and being part of a meaningful community. »
Sonja Vodusek, managing director of the Peninsula London
« In our industry you need to be passionate because it’s a very special one. Luxury is the luxury of hard work, you’ll remember the people that helped you with a service, that were gracious, and moments of delight that you’ll return for. There are so many facets that we offer. If you find what you are really excited about, you have to be the best in trade, and expert in your field: are you the culinary expert? Do you want to be a concierge? Concierges are really good at what they do and don’t want to be anything else. The main question you should ask yourself though is Do you like people? You must like people. I’m not only talking about the clients or the community, but also the colleagues; they make your business a success. We are still after all in the people business »
Portrait - Susanne Hatje, general manager of Mandarin Oriental Mayfair, London
« First, you have to train well. I went to a hotel school and I think it's a good place to learn. Internships and apprenticeships are also good ways of putting into practice what you learn at school. Above all, you need to gain experience by working in different departments, in one or more hotels, whether luxury or not. It's also important to speak two or three foreign languages to stand out from the crowd. And I'd say that working internationally and being flexible about destinations are assets if you want to grow quickly. I also encourage young people to take calculated risks in their careers. You need to cultivate contacts with professionals and have a good network. I take part in conferences, which are great opportunities to meet people, and give you access to CEOs and others. This is advice that I have applied to myself. »
Laurent Demoulin, General Manager, The St. Regis La Bahia Blanca Resort Tamuda Bay in Morocco
« With the experience, it's such a rewarding business because we're dealing with nice things. When people come to a luxury hotel, it's a beautiful thing, they've got great comfort, great food, it's that happy place. And I love this business right now because I'm working with much younger people too, so it keeps me, reinvents me. To a young person coming in, I would say get your hands dirty, get involved in the housekeeping, get involved in the front office, do every job you possibly can, to understand the business. From there, if you work hard, and you take opportunities like we offer with our training courses, you will definitely be promoted. You'll definitely earn more money, and you'll get up that ladder. In addition, it gives you the opportunity to travel, to go see places. If you don't really like people, and you don't like providing service, then this definitely isn't the right business. Because it's a business of people. If you're a person who needs to have every single weekend off, then it probably isn't right for you. But I would say that in any business you work in today, if you want to get to the top, you want to get to management, you've got to put a bit more in. If you're kind, if you care, if you have a good work ethic, you can get on very quickly in this business, you can become a general manager, certainly in your 30s, but you have to work hard, like any business. You've got to give your very best and, if you like people, if you're a team player, this industry is a fantastic one. »
Jonathan Raggett, CEO red Carnation Hotels
« I would advise a young person who wants a career in the luxury hospitality industry to join one of the major luxury hotel groups right from the start. As well as having a passion for this world, you need to master its codes, which are not the same as in the hospitality industry in general. You also need to acquire the know-how and interpersonal skills that are specific to this sector. Only experience in the luxury hospitality industry can provide you with this essential knowledge base, which is specific to the world of luxury. Given the particularly high expectations of customers, this implies a high level of personal commitment over a long period of time, but a career in luxury is a long-term project. »
Martin Petit-Trayaud, Head of Departement, le Belvédère, the Peninsula Beverly Hills
« You shouldn't take anything for granted, especially not in the luxury hotel sector. Sometimes, when I stay in luxury hotels, I have to deal with staff who tend to be condescending towards customers, which I find inappropriate. Above all, it's essential to work hard, starting at the bottom to learn the basics, and learning as much as you can. I'd also say keep a very respectful attitude with your peers and clients and focus on turning any dream into reality. They'll be amazed and you'll get great personal satisfaction. Finally, I'd add that it's important to live your dreams, rather than dream your life. By doing this for yourself, you reach a level of work philosophy that makes you want to do everything possible to be of service and to please your customers. »
Gerald Lampaert, founder and CEO of Vertu Hotels & Resorts
« To be aligned with the key values of this profession: dedication, availability and precision in the execution of tasks. Being demanding of yourself, because you can't ask of your team what you can't ask of yourself. »
« To make a career in the industry, you must be ambitious and determined. You also have to be open-minded because, particularly in the luxury hotel business, guests, and staff come from all walks of life, and you need to be able to serve them well. This requires curiosity and an ability to learn about different cultures. You can't be afraid to serve, either. You'll be serving, not subservient, but you'll be serving guests, so you have to want to please them. This notion of taking pleasure in pleasing and giving pleasure is necessary to last in this sector. Finally, you have to be loyal, and not change employers every six months, which reflects badly on you. Throughout my career, I stayed with the same hotel for three or four years. If you're impatient, move up within the group or change departments in the hotel where you work. »
Arnaud Girodon, General Manager of Datai Langkawi, Malaysia and future CEO of Datai Hotels & Resorts
« I would say that attention to detail, perseverance, passion and dedication are all qualities you need to succeed in luxury hospitality. »
Mohamed Mahmoud, General Manager Of The Intercontinental Ras Al Khaimah Mina Al Arab Resort & Spa
« Don't give up. There will be obstacles, you might fall down, but you'll get »
Véronique Baribaud, President, AICR France
« My advice would be to want to serve, and to get out of your comfort zone. Have the courage to learn languages and travel. Luxury hotels allow you to travel in a different dimension, but you have to ask yourself: “Do I want to please people?”. »
Giuseppe Vincelli, General Manager of the Carlton Cannes - A Regent Hotel
« Trust your leaders. The new generations want to move faster. We have to adapt, but not confuse speed with haste. You have to be aware of the pace of your work and your career, be patient and courageous, and start by learning the basics of the business so that you can gain experience and grow in your role before considering running a hotel. »
Jean-Philippe Kern, Group Operations Director, Beaumier
« You have to be in charge, you have to take control of your career. Never forget that nobody is going to make your career for you. Take responsibility for yourself. You should never wait. Look at all the great CEOs, all the people who love what they do, it's because they took full responsibility for their career, they went and pushed the doors, even thinking they weren't really ready, but they went. Don't wait for people to offer you your dream career. »
Vanessa Lannou, Talent Director, IHG South-East Asia & Korea
« To be demanding. If you are demanding with yourself, you are demanding with others. The rest is just common sense. »
Jean-Claude Lavorel, Founder, Lavorel Hotels
« I would say that everything is possible and that the taste for effort and challenge are the keys to success. Give to the guest, do your best, be generous with others and that's it. These jobs are demanding, but they pay off well. Everyone starts on the same footing and the selection criterion is WORK, not where you come from, or what you have studied or your academic background. Everyone has a chance! Then you have to prove yourself! »
Valérie Guéry, Human Resources Director, Paris Society Group
« To be passionate about it. You have to be able to overcome many things, and you really have to be passionate about it. You really have to look after the well-being of others, pay attention to detail, be interested in the materials you use, work as part of a team, listen carefully and be very attentive. Listening is much more important to me than talking. Passion and listening are the keys to doing this job with joy and happiness. »
Yves Giacometti, Regional Vice President Egypt, Four Seasons Hotels & Resorts
« I would say that this sector offers wonderful opportunities for development and travel! It's a sector where you can work your way up to hotel management positions in a few years. »
Murielle Doré, Talent & Culture Director at Hôtel de Crillon, A Rosewood Hotel
« The world of luxury hotels is above all a field of passion. It's all about making sure that the guest is delighted and has an exceptional experience. If you wish to work in the luxury hotel industry, you need to understand the magic of our industry and then enhance it through creativity and innovative proposals. It is then important to invest yourself and get involved in your job. At Centaurus, we allow everyone to collaborate in the projects proposed by the hotel and the group. Indeed, solidarity and transmission are fundamental values of the group that will allow them to progress in our universe. »
Amandine Lenne, Human Resources Development Manager, Centaurus Hospitality Management
« I would recommend them to be committed and passionate, to always strive for excellence while remaining humble, to enjoy working in a team and to be driven by the desire to learn with and from others, and finally, to have great patience and the ability to constantly reinvent themselves. »
Laurent Gardinier, President, Relais & Châteaux
« They have to be hungry, to want to learn. That's what's missing today. You have to be hungry for success. »
Ivan Artolli, Managing Director, Hôtel de Paris
« Be inquisitive, push yourself to learn, try new opportunities and don’t think that the role you start out is going to be where you’ll stay. A career in luxury hospitality provides many life changing opportunities, early career roles builds your confidence in communication, teamwork and problem solving and provides a solid foundation for your future. There aren’t many industries giving the framework to grow and explore other specialisms, in hospitality you can dream big and make it happen ! »
Tristant Knight, Human Resources Director, Rocco Forte
Milet Lukey, Vice President People & Culture, Dorchester Collection
« My best advice to someone starting in luxury hospitality is to stay passionate about service and committed to excellence. In this industry, excellence is not just a goal, but a standard we must constantly strive to achieve. Be curious, ask questions, and seek new ways to create memorable guest experiences. Embrace change as it keeps you sharp and drives innovation. Surround yourself with like-minded individuals who inspire you and push you to grow. Most importantly, remain authentic and humble; hospitality is about building meaningful connections, and your values will guide you personally and professionally. »
Aaron Kaupp, Managing Director, Raffles The Palm Dubai
« It's an industry on the move, in which there are new positions to fill and new experiences to create. It's an exciting industry with great career prospects. However, you need to work on yourself by constantly improving your empathy so that you can always put the customer first. What separates a luxury hotel from a very good hotel is its ability to inspire and offer unforgettable emotions, and you can only succeed if you have a very deep understanding of what your customer wants. So, you must take the plunge, go for it, work hard and be pugnacious. It pays off. »
Pascal Camia, director of international development at Monte-Carlo Société des Bains de Mer
« It's essential to have a clear destination and specific goals in mind. Ask yourself: What are you looking for? What is your purpose? Be humble and learn from both your mistakes and those of others. Always plan ahead and focus on long-term objectives rather than short-term gains. This approach will help you see things from a different perspective. »
Gerald Chevasson, general Manager, InterContinental Doha beach & spa
« My motto has always been: "If you can dream it, you can do it". The key is to persevere in your desire to pursue this career. It's a job that involves a lot of sacrifice, but at the same time gives you the opportunity to get to know new cultures, sometimes very different from our own. Another piece of advice I'd give is to be curious and, above all, to travel! »
Silvio Vettorello, general manager Grand Hotel Tremezzo
« Our best advice for having a successful career in the luxury hospitality industry is to be authentic. Hospitality is a profession of passion, where genuine kindness and empathy are crucial. The spirit of service, thoughtfulness, generosity, and curiosity are essential in our industry. In luxury hospitality, being authentic allows you to connect more deeply with guests and team members. Genuine kindness and emotional connection are at the heart of exceptional service. »
Virginie Saint-Laurent, Senior Vice-President of Human Resources, Oetker
« I'd recommend never hesitating, being willing to step out of your comfort zone and being open to criticism. We all make mistakes, but we learn from them, just like when you learn a new language. The luxury hotel industry is a unique realm that opens countless doors and allows for personal growth. Entering this field requires passion and a thirst for new adventures. In the luxury hospitality industry, substantial budgets are allocated to fulfil guests' dreams and desires. This makes delivering on promises not only exciting but also incredibly satisfying. Be strong-minded and courageous to do it. You must seize the first opportunity because it will be a springboard. It's prestigious to work in luxury, and it's a wonderful world for those who are passionate about it. »
Thomas Matrat, Cluster sales director Europe, Hilton Seychelles
« The hospitality industry is an incredible privilege. You meet fascinating people from all walks of life and experience diverse cultures firsthand. I truly believe that understanding and respecting our differences is the key to a better world. No matter where you go, the desire for growth, development, and a respectful work environment is universal. Everyone wants to feel valued and respected for their contributions, regardless of their position or background. It's a basic human need. While cultural norms may vary, the fundamental desire for respect and the pride that comes from representing a company you believe in are universal. »
mark de Cocinis, CEO, boutique Group
« Pursuing a career in luxury hospitality requires an unwavering passion for service and excellence in every aspect of your role. In this field, your dedication to creating unforgettable experiences for guests is paramount. Embrace continuous learning and strive to exceed expectations, as the industry is ever-changing. This career is challenging yet incredibly rewarding, offering the chance to make a significant impact on guests' lives. Let your enthusiasm and genuine care shine through in every interaction, ensuring that each guest leaves with lasting, positive memories. Candidates should focus on honing their skills in guest relations, cultural sensitivity, and personalised service. Understanding and aligning with these unique aspects will not only enhance their career but also enrich the experiences of the guests they serve. »
Nick Flynn, Hotel Manager, Shangri-la Al Husn
« For anyone who wants to learn, the hotel business offers an extraordinary start to a career. You have to make people want to go into the hotel business, because it's a world of discovery, of humility, of high standards, a world in which you learn every day, because you're in contact with so many different professions. There are few professions where you come into contact with so many people. All these colleagues have to work in an ecosystem that reflects the values of a brand. You can't just come in and say, "I know, I do". You have to adapt. And those are life lessons. If you have that in your DNA, you can adapt to any world. We need to tell people again how exciting and fascinating it is to join the hotel industry. The hotel industry has changed. There was a time when the hotel industry had a bad reputation, with long working hours, breaks, service problems and so on. The hotel business has evolved incredibly, and today it's an extraordinary environment. It's very important to say that. »
Philippe Zuber, CEO, Kerzner International
« I have benefited from working for some amazing companies in my career. So I would say to anyone coming into this industry, that if it’s the luxury market you want to work in, go for the very best company you can first. Start there, with the company and the brand rather than the position. It doesn’t matter what the position is as long as you get in with the right brand at any level, and then really apply yourself. What you put in is what you get out. Put the hours in from the get-go, and you will reap the rewards and have a great time as you do so. »
Richard Alexander, General Manager, The Lana, Dubai
« I would say not to limit yourself to one kind of mindset. You must experience and see as many different properties and ways of doing things as possible. It's very easy to get limited in this line of work, so I think it's about keeping a very open mind. »
Mads Wolff, General Manager, 25hours Dubai
« What advice would you give to a young person wishing to pursue a career in the luxury hotel or restaurant sector? The only real advice I could give would be to have a philosophy. The hotel and restaurant business is a relatively vast world, and there's room for everyone: there are those who want to do brasseries, those who want to go into gastronomy, four-star restaurants, bistros... We're looking for people who want to work, who want to work. Lack of experience isn't important, it's no longer a criterion. The first criterion is whether the young person in question wants to work, is motivated and wants to learn. I don't take seniority into account. I'm not interested in that. Just because you've been there for 10 years doesn't mean you're entitled to the job. It's a great job, with its constraints: we work evenings, we work during blackouts. You have to love this job. If you don't like it, leave it straight away. »
Christophe Wielgosik, General Manager, Hostellerie Briqueterie & Spa
« You can be as qualified as you like, but if you’re not interested in taking care of people, you’re not going to survive in our business. It comes naturally to some people, some you can teach them, and some people will never know. Those are in the wrong business. There are always times of adversity, and any aspiring hotelier is going to face hardships: economic cycles that affect you or geopolitical things. These tough projects build your resilience, your emotional intelligence, and even your wisdom, perhaps. »
Tony Coveney Multi-Property General Manager St Regis Ritz-Carlton
« For those interested in a career in luxury hospitality in Abu Dhabi, I recommend exploring the local culture and understanding the UAE market. Continuously learn and show genuine passion for hospitality, while focusing on networking to gain diverse experiences. Developing a strong work ethic will be key for success in this dynamic field. »
Ahmed Issa, General Manager, Shangri-La Abu Dhabi
« There's no escaping it: like in any business, you need to be prepared to work hard and be prepared to be open. You need to be open to work in other areas of the hotels. Because if you don't look at it that way, you're missing out on so many opportunities and skills. Between front, operations, finance, human resources, F&B, etc. There are so many different trades to discover. »
Tim Cordon, COO MEA and SEAP, Radisson Hotel Group
« We truly believe that having a successful career in hospitality is all about understanding our real purpose, as well as what our guests are really looking for. Luxury hospitality is not just about providing best-in-class services with best-in-class products, it’s about creating exceptional and unforgettable experiences for our guests. Hospitality professionals who are open-minded, open to new experiences and have relentless energy and motivation to deliver exceptional service and create positive emotional experiences for guests will succeed in luxury hospitality. But we also need to remember that it is equally important to keep our skills and knowledge up to date and stay relevant to sustain successful career progress. The hospitality industry provides limitless growth opportunities in a wide range of career paths. Whether you start as a dishwasher, cook, or server, you can progress to regional or corporate management, revenue management, finance, human resources, marketing, and more. Remember, a career in hospitality isn’t just about jobs; it’s about creating memorable experiences for guests and being part of a dynamic industry that thrives on service and innovation. In the next several years, Mandarin Oriental Hotel Group has plans for dozens of new and exciting hotel projects around the world, and this growth trajectory will represent thousands of new and exceptional career opportunities for our future Fans. What human qualities are you looking for in talents? Mandarin Oriental follows some very clear principles. Collaboration, teamwork, respect, and humility are core values for us as a Group. We expect our colleagues t to be kind, diligent, and constantly striving for excellence in everything they do. »
Koray Genckul, Group Vice-President of People and Culture, Mandarin Oriental
« To embark on a successful career in the luxury hotel industry, I would advise aspiring individuals to prioritize three key elements: passion, teamwork, and excellence. Passion is indispensable. It's crucial to pursue what truly ignites your enthusiasm and dedication. When you're passionate about your work, it transcends mere job responsibilities; it becomes a driving force that fuels your commitment to excellence. Find your niche within the industry that aligns with your passions, whether it's guest experience, culinary arts, or sustainable practices. This authenticity will show through in your work and contribute to your personal and professional fulfilment. Secondly, success in the hospitality industry hinges on effective teamwork. Establishing trust and collaboration among colleagues is paramount. Foster an environment where trust is nurtured, ideas are shared, and everyone feels valued and empowered to contribute. Lastly, excellence does not know shortcuts. You have to put in the time and dedication. »
Gilda Perez-Alvarado, Accor Chief Strategy Officer, CEO, Orient Express
« In HSH and a business such as ours that brings together luxury hotels, retail, tourism and property, we value human connectivity and personalisation. It’s important to have passion - a passion to deliver excellence, a passion to connect with people, a passion to care. If you love what you do and are passionate about it, it’s no longer just a job or task that needs to be completed, and our customers can sense and engage with this passion. To provide guests with the best experience possible, it’s also important to have the ability to work as part of a team, solve any problems that arise, pay meticulous attention to details, and pre-empt and anticipate guest needs. Lastly, hospitality and tourism colleagues are hard-working and driven towards success. The past several years have been particularly tough for our industry, but thanks to hard-work, ambition and resilience, we were able to navigate through the various challenges by opening two stunning hotels in London and Istanbul, as well as expanding our retail business in Japan and China. We also completed the upgrade and renovation of the Peak Tram in Hong Kong. »
Sindy Tsui, Chief People and Culture Officer, The Peninsula Hotels
« Find a company whereby you feel comfortable, aligned according to your culture or your values, and whereby you can learn a lot. Don't focus on the monetary benefit when you come out of school the first two or three years. Your payment for the first few years is knowledge, experience, is making errors and learning from those errors. Once you hit GM position, you are not really entitled any more to make an error. So, I would say find a company that allows you to do that, not because they pay you $100 more, or they promise you to be a GM within five years. All that doesn't work. »
Thibault De Vries, general Manager, Jumeirah Gulf of Bahrain resort and Spa
« I would say follow your passion, it's a wonderful industry with the most incredible people in the world who will be your colleagues. You must be ready for long hours and travel to all parts of the world, to stay in your own backyard and expect to grow is limiting yourself. Ensure that your life partner is someone who will support you, as this is key, not only in hospitality but in all careers - that being said, the demands of hospitality means it's evermore important for your significant other to understand what you are doing. Question everything, including yourself to raise the bar and deliver each and every time - always follow up and remember where you started, no matter where you end up. Be authentic and genuine. »
Amanda Elder, Chief commercial Officer, Kempinski Hotels
« Luxury hotels offer rapid career prospects. To flourish in this sector, you need to be passionate, enjoy giving pleasure, enjoy interacting with others, enjoy surprising customers daily and enjoy making each day unique. Just like in a team sport, each talented person occupies a key position, whether in direct contact with customers or behind the scenes. My advice would be: be curious, don't be afraid to challenge yourself, don't stop at your job description, dare to take initiative and be yourself. If you don't have any constraints, go abroad. Exposure to other environments and cultures is truly enriching and will enable you to perfect your command of English. Be generous: this is a sector where you get a lot from your peers, your colleagues, your manager, and your customers. Seeing a customer's eyes shine because we've touched them with a little attention is very gratifying. I'm thinking, for example, of Nathalie, who recently took the initiative of sewing up the button on a jacket before returning the forgotten coat to its owner. If you have an eye for detail and enjoy giving pleasure through small, personalised touches, in an environment where excellence is a never-ending quest, then you will undoubtedly thrive in the luxury hotel industry. »
Salomé Révillion, Global VP Talent Acquisition & Employer Branding, Accor
« First off, service is king – make it stellar and personal. Get to know your guests, their likes and quirks, and go the extra mile to wow them. The same goes for your team. Embrace the diverse tapestry of cultures and communication styles. It’s not just polite; it’s smart business. It creates an atmosphere where everyone’s valued. Equally important is your personal brand. To build it, ensure you have a robust online presence where you can showcase your achievements, insights, and industry knowledge through platforms like LinkedIn or a personal blog. Make time to attend industry events, conferences, and workshops. Engage with peers, mentors, and leaders. Join relevant associations and stay updated on industry trends. Ensure that your brand aligns with your values and consistently represents your best self. And, remember, it’s not just what you know, it’s the magic you make. Stay hungry, stay flexible, and never stop levelling up. »
Craig Cochrane, Chief People Officer, Minor Hotels
« Gain on-ground experience at a hotel and if there’s an opportunity to be part of a pre-opening team, embrace it with open arms. Being part of a project and seeing it come to life is invaluable and will teach you so much about teamwork, attention to detail and working towards a plan. Hospitality is an industry where one can truly say “the world is your oyster” – make the most of it. Leaving home and getting out of your comfort zone can be rewarding on so many levels. »
Candice D'Cruz, Vice President, Luxury brands, Asia Pacific, Hilton
« Not everybody is able to deliver that level of excellence, and make everyone passing through the door feel special. Having clients feel so good about themselves that they'll remember it. People will always remember how you make them feel. In luxury, you're looking at something you won't see elsewhere, it's a unique experience. And I think that's what L&D provides to the employees. It's about focusing on each member of staff and help them learn in the way that works the best for them. As a manager, it's also a skill to understand people and understand how they'll learn and perform the best: adapting that level of individuality from our guests to our staff. One of our values is "Discerning individuality", and this is very applicable to the Set Leadership Programme. »
Clare Sheridan, director of learning & Development, the set Collection
« Two inspirational quotes from Steve Jobs come to mind: “Your work is going to fill a large part of your life, and the only way to be truly satisfied is to do what you believe is great work. And the only way to do great work is to love what you do”. And the second is a question he often asked his employees, “Is this the best you can do?”. Every time you interact with someone, ask yourself, when you've finished, “Was that the best version and can I do better than that?” Because if you've already identified that you can do better, do it right away. And in a palace, that's expected; that you raise the bar. That's the magic of the palace; if you have 400 employees and all 400 of them are doing it at the same time, that already means that tomorrow's experience will be better than today's. »
Julien Bardet, General Manager, Shangri-La Paris
« Tap into that resilience that comes in youth. It's a great time to learn a lot, especially when you still have the energy to face obstacles and challenges and recover from them! If you're hard-working and ambitious, the enthusiasm and fearlessness of inexperience can be a blessing. With time, knowledge takes over. Also remember to bring your personality to your roles. The world of communications is very much about networking and making good impressions. Bring your best self, your differences, your quirkiness, your authentic behaviours, lean confidently into a skill that no one else brings to the room. What makes you who you are will ultimately be what makes your career unique and a success. »
Terri McCollin, PR and corporate Communications specialist
« The first rule is to look at the great directors, chefs, and in general, the figures who have positions of responsibility, and ask yourself if one day you want to be like them, with all that it involves. Then you have to abandon your comfort zone which is often the most difficult thing to leave: home, friends, habits. Surround yourself with those who are better, be curious and set medium to long-term goals. The world of luxury hotels requires many sacrifices before providing satisfaction, but I can confidently say that what it gives you in terms of human growth is worth all the hard work and sacrifices. »
Maurizio Orlacchio, co-owner of Borgo Santandrea
« Success in luxury hospitality needs the right blend of curiosity, adaptability, and an unwavering commitment to service excellence. The industry is ever-evolving, demanding a continuous learning mindset and the ability to anticipate and adapt to the changing needs of our guests. Cultivating strong interpersonal skills, understanding cultural nuances, and fostering a passion for creating unforgettable experiences are essential for anyone who wants to succeed. I advise everyone aspiring to build a career in this field to remain open to learning, embrace change, and consistently strive to exceed expectations. »
Hein Dames, vice president of human resources (MEIA), Shangri-La Group
« Before considering the luxury hotel industry, is the young person predisposed to the hotel industry in general? The basics are the same in a 3-star or 5-star hotel, only the expectations change. So we're talking about open-mindedness, availability, attention to detail, but also the ability to anticipate, take risks and solve problems. It's an industry that's constantly changing, and one that still offers fantastic opportunities for development, for discovering the world, for mixing the strategic with the operational. You don't need to be an expert in every department, but you do need to know enough about the key departments to get an overview and make progress in both guest satisfaction and the achievement of financial targets, which often go hand in hand. »
Michel Cottray, General Manager, Hôtel Martinez
« Luxury has changed, so you need to understand what luxury is for what market, and make sure you bring innovation and disruption. Yes, there will always be opulence and gold and marble that are associated with luxury hotels. But it’s not only that. The new generation wants a different luxury. You don’t need to work in a “Palace” (in French) to have a career in the luxury hotel sector. There are different avenues in luxury that students in hospitality may not know. They think first of operations or consulting, but there are also many other areas to start a career, like development (on the operator or owner side), design, architecture, engineering, or tech. You can do this as an employee or as an entrepreneur. It depends on your personality, skill sets, and ambitions. If you aim to be an entrepreneur, read books and biographies of businesspeople, listen to podcasts, get educated and be curious. »
Chris Nader, founder, Envi Lodges
« The most important advice is to seize opportunities in other hotels or abroad, without being afraid of change, because that's how you build your career and experience, by challenging yourself. You must take control of your career and go for it. For me, it was really enriching to go abroad, and I'll certainly do it again after the Hôtel du Louvre. »
Alice Mafaity, General Manager, Hôtel du Louvre
« The same advice I would give a young person looking for a career in any industry: stay curious and never stop learning. Hospitality is one of the very few careers that enables you to work across the world, exposing you constantly to new cultures, new ideas and new ways of working. Take the time to make the most of those experiences, and don’t be afraid to take unplanned detours along the way. If we look at where the industry is today and where it’s going, strategies for marketing, e-commerce, sales, and distribution are growing far more sophisticated, meaning those with advanced knowledge and expertise will thrive. It also means a linear career path is less important than the bundles of skills you build along the way, and that means exposing yourself to the unknown, exposing yourself to uncertainty and embracing lifelong learning. You also need to have passion for the experiences that you’re delivering. We’re in the business of bringing cultures together and making extraordinary memories – everything we do, no matter what role you’re in, should serve that ultimate goal. »
Ian Di Tullio, Global CCO, Minor Hotels
« Luxury hospitality is all about creating unique personalised experiences and memories for guests. It is one of the most rewarding jobs in the world and provides incredible opportunities for growth, both professionally and personally. Young hospitality aspirants need to remember that the key to success in hospitality is passion, attention to detail and pursuing the highest standards of excellence when it comes to delivering unforgettable guest experiences. »
Anuraag Bhatnagar, CEO of the Leela Palaces, Hotels and Resorts
« Take steps to cultivate a combination of passion, dedication, and a commitment to exceptional service. Start by establishing a robust educational foundation in hospitality management. Then, actively pursue internships or entry-level positions with renowned hotels to acquire hands-on experience and valuable insights. In doing this, be sure to develop strong interpersonal and communication skills, coupled with a genuine desire to consistently surpass guest expectations. At the same time, foster the habits of continuous learning, staying attuned to evolving industry trends, and adapting to the ever-changing needs of hospitality. Also, embrace the importance of networking – Proactively build relationships within the industry to unlock doors to compelling and rewarding career opportunities. »
Bob van den Oord, CEO, Langham hospitality group
« You have to try to know more or less what you want, and what you don't want, and stick to it. When you're young, it's important to tell yourself that you have to respect everyone and that no-one is superior to anyone else. You have to reach out to others and take an interest in everything, not just catering but also accommodation, linen, housekeeping, finance, sales, and marketing. Next, I'd like to remind you that you don't become a general manager straight out of hotel school. You have to get your hands dirty, you have to work, you have to experience things, and then you can go on to manage people. And if you want to be a luxury hotelier, I like to say that luxury means creating emotional experiences for our customers and offering them a rare treat. But to achieve that, you have to be extraordinary yourself on a daily basis. You have to surpass yourself, not be mediocre. To want luxury, we have to be demanding of ourselves, to surpass ourselves, to create the extraordinary. I think that today more than ever in France, we are fortunate that the hospitality and catering professions remain a passion and a real profession for young people. We need to ensure that this expertise continues. »
Sophie Volant, Hotel Manager, Hotel du Cap Eden Roc, Antibes
« I would say, don't be afraid of the hours, here we offer contracts of 50 hours a week and beyond for managers. Get out of your comfort zone. Of course, in Europe you'll earn a bit more, but the impact on your CV of opening at the Lana will change your life. It's essential to look at the long term. So the advice is also to think about a career plan. It's important to set yourself a goal. My goal is to become a general manager. What do I have to do? What do I need to learn? There's also an objective that I follow and that I advise: if you're very good at one subject, that's fine, but try to develop yourself in a subject that you're not too good at. Personally, I spend hours understanding profitability and trying to really think like a finance professional. My speciality is F&B and wines, but I'm learning every day about marketing, rooms division and sales, etc. And the most significant thing is to be able to think in terms of profitability. And the most important thing is to have fun and make the most of these extraordinary professions that are gastronomy and the luxury hospitality industry. »
Nicolas Caupain, Director of Food & Beverage, The Lana Dorchester Collection Dubai
« I think number one is to find somebody they can first talk to about what it’s all about, a realistic view of what the luxury hotel industry is. All the good stuff and all the hard stuff. Then number two is to spend at least one or two stages early on in your life to get a sense of what you know is behind the surface. Because most people see is the stage; they see the beautiful lobbies and the flowers and the food, and they want to be part of that. And then use half heart and half head in making your choice. »
Chris Norton, CEO Equinox Hotels
« I'd give them five essential tips for working in one of the finest sectors: Learn, Apply, Observe, Think, Correct. »
Gaëtan Bouvier, Meilleur Ouvrier de France Sommelier 2022, expert at Institut Lyfe and restaurant manager and head sommelier of the Saisons restaurant in Lyon
« Firstly, I would say that luxury hospitality is an extremely formative environment. All the codes of hospitality are pushed to the extreme. Many of our Vatéliens who have set up their businesses came through the luxury hospitality industry. Take Isabelle Boutteville, for example, who worked at the Savoy-Christmas and then the Four Seasons Georges V before founding her consultancy Excel Place, a benchmark in customer experience and quality. I'm also thinking of Hervé de Gouvion Saint-Cyr, who, before setting up TalentriCity-Architecte d'Expériences, was Deputy Sales Director of the Plaza Athénée and General Manager of Luxury Attitude. And if I had to give one piece of advice to a young person wanting to enter the luxury hospitality industry, I'd tell them to give priority to internships in luxury hotels, to practise in different positions to get to know all the workings of these institutions that are the pride of the hospitality industry. »
Karine Sebban-Benzazon, President of the Vatel Group
« My advice always actually is to use blended learning to maximize growth. What I mean by that is to not just take a class or not just read a book. They should look at a blended learning approach. So, for example, take a class and then try it or do something, and ask for feedback. My managers love to learn financial acumen, and so they would need to improve their business insight and their how to read a profit and loss statement… So usually in the past, they used to just take a class online on how to read a financial statement, and that's not enough. I would tell them, take the online course, that's step number one, but then you need to be able to present your profit and loss statement. That means you have to do the work itself, understand every line, the moment you teach it to somebody else, that's when you've really maximized learning. And then the third thing is to ask for feedback or a mentor to help you because if you learn something completely by yourself, you're not getting the feedback that you might need, that you might not realize you need so. »
Emilia Delgado, Senior Director of Learning & Development, Mandarin Oriental
« Having a clear objective, being resilient and being very humble in your approach. »
Frédéric Picard, managing director of Glion Institute of Higher Education
« Luxury hospitality is about aptitude and attitude. The right attitude unlocks a world of career opportunities. It is a wonderful industry, though demanding, it can give you a lot back in terms of job satisfaction and being part of a meaningful community. »
Sonja Vodusek, managing director of the Peninsula London
« In our industry you need to be passionate because it’s a very special one. Luxury is the luxury of hard work, you’ll remember the people that helped you with a service, that were gracious, and moments of delight that you’ll return for. There are so many facets that we offer. If you find what you are really excited about, you have to be the best in trade, and expert in your field: are you the culinary expert? Do you want to be a concierge? Concierges are really good at what they do and don’t want to be anything else. The main question you should ask yourself though is Do you like people? You must like people. I’m not only talking about the clients or the community, but also the colleagues; they make your business a success. We are still after all in the people business »
Portrait - Susanne Hatje, general manager of Mandarin Oriental Mayfair, London
« First, you have to train well. I went to a hotel school and I think it's a good place to learn. Internships and apprenticeships are also good ways of putting into practice what you learn at school. Above all, you need to gain experience by working in different departments, in one or more hotels, whether luxury or not. It's also important to speak two or three foreign languages to stand out from the crowd. And I'd say that working internationally and being flexible about destinations are assets if you want to grow quickly. I also encourage young people to take calculated risks in their careers. You need to cultivate contacts with professionals and have a good network. I take part in conferences, which are great opportunities to meet people, and give you access to CEOs and others. This is advice that I have applied to myself. »
Laurent Demoulin, General Manager, The St. Regis La Bahia Blanca Resort Tamuda Bay in Morocco
« With the experience, it's such a rewarding business because we're dealing with nice things. When people come to a luxury hotel, it's a beautiful thing, they've got great comfort, great food, it's that happy place. And I love this business right now because I'm working with much younger people too, so it keeps me, reinvents me. To a young person coming in, I would say get your hands dirty, get involved in the housekeeping, get involved in the front office, do every job you possibly can, to understand the business. From there, if you work hard, and you take opportunities like we offer with our training courses, you will definitely be promoted. You'll definitely earn more money, and you'll get up that ladder. In addition, it gives you the opportunity to travel, to go see places. If you don't really like people, and you don't like providing service, then this definitely isn't the right business. Because it's a business of people. If you're a person who needs to have every single weekend off, then it probably isn't right for you. But I would say that in any business you work in today, if you want to get to the top, you want to get to management, you've got to put a bit more in. If you're kind, if you care, if you have a good work ethic, you can get on very quickly in this business, you can become a general manager, certainly in your 30s, but you have to work hard, like any business. You've got to give your very best and, if you like people, if you're a team player, this industry is a fantastic one. »
Jonathan Raggett, CEO red Carnation Hotels
« I would advise a young person who wants a career in the luxury hospitality industry to join one of the major luxury hotel groups right from the start. As well as having a passion for this world, you need to master its codes, which are not the same as in the hospitality industry in general. You also need to acquire the know-how and interpersonal skills that are specific to this sector. Only experience in the luxury hospitality industry can provide you with this essential knowledge base, which is specific to the world of luxury. Given the particularly high expectations of customers, this implies a high level of personal commitment over a long period of time, but a career in luxury is a long-term project. »
Martin Petit-Trayaud, Head of Departement, le Belvédère, the Peninsula Beverly Hills
« You shouldn't take anything for granted, especially not in the luxury hotel sector. Sometimes, when I stay in luxury hotels, I have to deal with staff who tend to be condescending towards customers, which I find inappropriate. Above all, it's essential to work hard, starting at the bottom to learn the basics, and learning as much as you can. I'd also say keep a very respectful attitude with your peers and clients and focus on turning any dream into reality. They'll be amazed and you'll get great personal satisfaction. Finally, I'd add that it's important to live your dreams, rather than dream your life. By doing this for yourself, you reach a level of work philosophy that makes you want to do everything possible to be of service and to please your customers. »
Gerald Lampaert, founder and CEO of Vertu Hotels & Resorts
« To be aligned with the key values of this profession: dedication, availability and precision in the execution of tasks. Being demanding of yourself, because you can't ask of your team what you can't ask of yourself. »
« To make a career in the industry, you must be ambitious and determined. You also have to be open-minded because, particularly in the luxury hotel business, guests, and staff come from all walks of life, and you need to be able to serve them well. This requires curiosity and an ability to learn about different cultures. You can't be afraid to serve, either. You'll be serving, not subservient, but you'll be serving guests, so you have to want to please them. This notion of taking pleasure in pleasing and giving pleasure is necessary to last in this sector. Finally, you have to be loyal, and not change employers every six months, which reflects badly on you. Throughout my career, I stayed with the same hotel for three or four years. If you're impatient, move up within the group or change departments in the hotel where you work. »
Arnaud Girodon, General Manager of Datai Langkawi, Malaysia and future CEO of Datai Hotels & Resorts
« I would say that attention to detail, perseverance, passion and dedication are all qualities you need to succeed in luxury hospitality. »
Mohamed Mahmoud, General Manager Of The Intercontinental Ras Al Khaimah Mina Al Arab Resort & Spa
« Don't give up. There will be obstacles, you might fall down, but you'll get »
Véronique Baribaud, President, AICR France
« My advice would be to want to serve, and to get out of your comfort zone. Have the courage to learn languages and travel. Luxury hotels allow you to travel in a different dimension, but you have to ask yourself: “Do I want to please people?”. »
Giuseppe Vincelli, General Manager of the Carlton Cannes - A Regent Hotel
« Trust your leaders. The new generations want to move faster. We have to adapt, but not confuse speed with haste. You have to be aware of the pace of your work and your career, be patient and courageous, and start by learning the basics of the business so that you can gain experience and grow in your role before considering running a hotel. »
Jean-Philippe Kern, Group Operations Director, Beaumier
« You have to be in charge, you have to take control of your career. Never forget that nobody is going to make your career for you. Take responsibility for yourself. You should never wait. Look at all the great CEOs, all the people who love what they do, it's because they took full responsibility for their career, they went and pushed the doors, even thinking they weren't really ready, but they went. Don't wait for people to offer you your dream career. »
Vanessa Lannou, Talent Director, IHG South-East Asia & Korea
« To be demanding. If you are demanding with yourself, you are demanding with others. The rest is just common sense. »
Jean-Claude Lavorel, Founder, Lavorel Hotels
« I would say that everything is possible and that the taste for effort and challenge are the keys to success. Give to the guest, do your best, be generous with others and that's it. These jobs are demanding, but they pay off well. Everyone starts on the same footing and the selection criterion is WORK, not where you come from, or what you have studied or your academic background. Everyone has a chance! Then you have to prove yourself! »
Valérie Guéry, Human Resources Director, Paris Society Group
« To be passionate about it. You have to be able to overcome many things, and you really have to be passionate about it. You really have to look after the well-being of others, pay attention to detail, be interested in the materials you use, work as part of a team, listen carefully and be very attentive. Listening is much more important to me than talking. Passion and listening are the keys to doing this job with joy and happiness. »
Yves Giacometti, Regional Vice President Egypt, Four Seasons Hotels & Resorts
« I would say that this sector offers wonderful opportunities for development and travel! It's a sector where you can work your way up to hotel management positions in a few years. »
Murielle Doré, Talent & Culture Director at Hôtel de Crillon, A Rosewood Hotel
« The world of luxury hotels is above all a field of passion. It's all about making sure that the guest is delighted and has an exceptional experience. If you wish to work in the luxury hotel industry, you need to understand the magic of our industry and then enhance it through creativity and innovative proposals. It is then important to invest yourself and get involved in your job. At Centaurus, we allow everyone to collaborate in the projects proposed by the hotel and the group. Indeed, solidarity and transmission are fundamental values of the group that will allow them to progress in our universe. »
Amandine Lenne, Human Resources Development Manager, Centaurus Hospitality Management
« I would recommend them to be committed and passionate, to always strive for excellence while remaining humble, to enjoy working in a team and to be driven by the desire to learn with and from others, and finally, to have great patience and the ability to constantly reinvent themselves. »
Laurent Gardinier, President, Relais & Châteaux
« They have to be hungry, to want to learn. That's what's missing today. You have to be hungry for success. »
Ivan Artolli, Managing Director, Hôtel de Paris
« Be inquisitive, push yourself to learn, try new opportunities and don’t think that the role you start out is going to be where you’ll stay. A career in luxury hospitality provides many life changing opportunities, early career roles builds your confidence in communication, teamwork and problem solving and provides a solid foundation for your future. There aren’t many industries giving the framework to grow and explore other specialisms, in hospitality you can dream big and make it happen ! »
Tristant Knight, Human Resources Director, Rocco Forte
Le Journal des Palaces is back in the top Les Echos - Statista recruitment portals: we're still the best site specialising in the hotel industry, with the unwavering support of our candidates, who once again give us 5 stars
We would like to thank and share this trophy with ultra-luxury and luxury hotels, candidates and recruiters who continually encourage us to even greater excellence.
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