About NH Collection
Meet Laurent Heras Guerquin, the previous GM at NH Hotel collection
What is your take on the French art of welcoming? Do you think that the French art of welcoming is a distinguishing feature in the international hotel industry?
I am French, and my mother is French…so I don’t see the art of welcoming as a business, but rather as a return to my origins. When I welcome a client, I call up memories of summers spent between Paris and Normandy, and how my grandmother created from those moments unforgettable memories. I remain reserved in welcoming my clients since I have been raised with elegance, education, but also simplicity.
Within French culture dwells the elegance and education that a luxury hotel requires when it welcomes guests. The art of welcoming, by definition, is above all to give pleasure throughout a beautiful room, to give smiles and delicate attentions, all with a natural politeness. This is what distinguishes luxury hotels, where the expectations of our clients are exceptionally high.
What values are aligned with the reception of guests? What is your approach within your hotel in the method of reception?
I believe that the most fundamental element when we welcome a guest is respect. Each guest must trust us completely; it is up to us to make sure that we exceed all their expectations. This, along with a friendly smile and the ready availability of service, are, in my opinion, the fundamental guidelines for a successful stay. The NH Collection experience certainly depends on a framework at a certain level, but the differences always lie in our attention and our positive, committed attitude toward our clients. The NH Collection Hotels were created with the aim of satisfying the desires of demanding clients who are in search of superbly located hotels in dream destinations with services of high quality. We want our guests to feel ‘special,’ and we look to make sure that their stay exceeds their expectation by bringing together meticulous attention with high-level service and products of quality.
What distinguishes you from your competitors?
I truly believe that our level of service and that of our competitors belong to a very high level. We believe that the guest—and not the client—must be our sole preoccupation. With this philosophy, and with the level of service implied by the NH Hotel Group, we seek to differentiate ourselves from other hotels. NH Collection Palazzo Barocci offers all its clients freshly ironed clothing upon arrival, as well as complementary delivery of their favorite journal every morning to their room…all the little things that make the difference.
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.