TRENDING
campus at the Patina Maldives in collaboration with the EHL Group of Swiss hospitality schools . It will allow us to train not only the staff in the Maldives but also colleagues from around the world . We have invested a lot of time over last few months to make sure we come out of the pandemic with the same high level of service .
H : What has been the biggest COVID-related operational adjustment Capella has made ? CR : We haven ’ t changed way we do things ; at end of the day , luxury is all about personalized service to guests . Over the last 18 months , we have been reinforcing a technology framework that allows us to enhance the guest experience . It will allow us to recall guest feedback — positive or negative — as well as specific requests . That way , we can collect guests ’ preferences and personalize their stays , both present and future . But technology needs to not become a distraction . It ’ s aimed at having a group of colleagues in back collecting data , not having colleagues in the front looking down at their device . success through new hotels and our financial performance .
H : Who would you consider mentors ? CR : The first one was Herve Humler from Ritz-Carlton . In the early days of my career , he saw something in me that I didn ’ t and gave me opportunities such as the first Bulgari hotel in Milan . Also , Mark Decocinis and Victor Clavell , who have overlooked Marriott ’ s luxury brands in Asia .
H : What are your hotel pet peeves ? CR : I tend to be a bit of a neat freak — I like things to be my own way — so I don ’ t like a lack of attention to details . When I stay in a hotel , I tend to sleep on same side of the bed , and every night I notice turndown service is on the
other side , even if that side of the bed was never touched . I find that frustrating — it takes minimal effort to pay attention .
I like to tell a story to illustrate this : I was in a beautiful sushi restaurant in Tokyo several years ago , and it ’ s common practice to remove your shoes in restaurants there . I made the mistake of wearing shoes with laces and , in the process , I broke a lace . The hostess came and put the shoes away . Three hours later , at the end of the meal , the shoes were lined up for us to put them back on , and I realized . Inside my coat pocket , I found the broken laces and a note from the hostess saying she noticed the broken laces and took the liberty of going out to buy new ones .
H : Has the way you find happiness and satisfaction from your job changed since COVID ? CR : It ’ s been bit of a roller coaster . I tried to build routines that would not alienate me from the fact that , as we are based in Singapore , I was forced to spend a number of months working from home . I needed a schedule that kept me structured and helped me cope with being stuck at home . I also managed to dedicate some time to myself . Despite all that , it was a professionally exciting year . It was destructive , but we also experienced
Stella at Capella Bangkok serves crafted cocktails and bespoke patisserie
Deluxe suite at the Capella in Hanoi
8 hotelsmag . com January / February 2022