Kempinski Hotel Ishtar Dead Sea by Sébastien Mariette, General Manager Kempinski Hotel Ishtar Dead Sea.
What is your business approach of “the Art of Welcoming”? Do you think that French “art de recevoir” is a differentiating factor for luxury hotels? What are the values that you emphasize when welcoming your customers?
Our mission at Kempinski hotel Ishtar Dead Sea is to deliver impeccable services to guests who value individuality and excellence. Therefore, the experience we provide to them is based on personal preferences complemented by remarkable European Flair and highlighted from the moment the guests arrive to the hotel until the departure day. The art of welcoming at Kempinski Hotel Ishtar Dead Sea can be felt in every corner of the hotel; whether during check in at the reception, while having breakfast at the restaurant, when you are going for an unforgettable spa experience or when you float in the iconic Dead Sea. At Kempinski Hotel Ishtar Dead Sea, the art of welcoming is making the simple pleasures of our guests an experience in itself.
Each employee is an ambassador of his hotel and the promise of expected services. What actions do you put in place to involve your team in the success of the customer experience? How do you motivate them so that they give the best of themselves?
In my opinion, the most important factor in motivating our employees is empowerment, in order to enable them to take the extra mile when delivering personal services to our guests. Without empowerment, our mission won’t be successful. Another important characteristic is recognition, whereby we need to highlight the great performance of our employees to encourage our colleagues to be always competitive, proactive and energetic. Lastly, one of our core values at Kempinski is Entrepreneurial Performance and that is when we ask our employees to act like if their department is their own company so that they take pride in their work and the achievements they deliver.
What is the most beautiful memory as Hotel General Manager? Can you tell us an anecdote that you have experienced?
My best memory is when I first visited Jordan during the General Managers Meeting which was held in Kempinski Hotel Ishtar Dead Sea in 2010. The former General Manager of the hotel organized a trip to Wadi Rum which we did enjoy a lot. During that visit, we had a special evening in the dessert where an orchestra was performing the best traditional and classical music right in the middle of the desert! It was truly an experience that I will never forget. Now that I recently joined Kempinski Hotel Ishtar Dead Sea as the new General Manager, I would like to deliver the same experience to our guests in order for them to leave our hotel and Jordan with great memories and amazing experience, like mine was.
Sébastien Mariette is a true luxury hotelier with more than 15 years of experience with Kempinski Hotels. Holding a MBA degree in hospitality, Sébastien held positions across Africa, China and Europe including Kempinski Hotel Wuxi and Kempinski Hotel Huizhou in China as well as Djibouti Palace Kempinski in Africa.
A purveyor of quality with a track record of leadership, Sebastien was recently recognized as “Best General Manager” by the Worldwide Hospitality Awards.
Since July 2014, the French national manages Kempinski Hotel Ishtar Dead Sea, one of trophy Kempinski properties in this region.
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.