An Art of Welcoming Specific to Each Brand
I met Julie Grégoire, when she was the General Manager of Sofitel, Pullman and M Gallery France. Julie Grégoire is thus in charge of this assortment of brands that she leads in France with the help of General Managers from the various hotels. I leave you to discover the conversation we had that will shed a light on the three flagship high-end and luxury brands of the Accor Group.
What is the art of welcoming at Sofitel, M Gallery, and Pullman?
The art of welcoming is about giving our clients the feeling of being eagerly awaited and not just welcomed. Of course, depending on the brand, we have procedures in place that are not at all identical from one to the next.
In Pullman Hotels, we work on a reception that is much more open with the help of ‘Welcomers,’ which is a role that we created several years ago.
In Sofitel hotels, we have concierge teams that are particularly appreciated by our clients and recognized as being among the best, according to some studies that we led.
And finally in M Gallery Hotels, we work on a very personalized welcome that is connected to the identity of each place that brings its singularity.
With respect to the French art of welcoming, what makes these hotels more ‘French’ than others?
Today, Sofitel is working on anchoring its brand DNA in everything it touches, in the spirit of the French art of living in the larger sense. In Sofitel hotels, the French art of welcoming announces itself by small attentions such as greeting the client in French, no matter where we are in the world. Clients are always welcomed with a ‘Bonjour,’ followed by a greeting in the local language. What more, it is the quality of the service that we bring to clients that differentiates us, especially with our concierge teams.
Laurent Delporte, an editor and conference speaker, is a strategic expert in the sector of hotels. A visionary, he brings his unique look on hotels in service to the decision-makers in the industry, whether to enhance the development of new projects or strategic visions.
Laurent has visited and audited over 350 hotels across the world and also participates in mystery visits to provide quality control for the world’s finest hotels.