for it , but there might be a whole reflection on sustainability , longevity , inclusiveness . We only have this planet .”
He also points to how Gen Z wants to work for companies that have a bigger purpose . “ And rightfully so ,” says the veteran hotelier who most recently worked at Le Bristol Paris and The Connaught Hotel in London . “ They feel that there ’ s a real opportunity , not to the detriment of luxury or travel , to give environmental efforts more purpose and meaning .”
The Beaumont , London
BALANCING ACT Soerensen also is considering how the Beaumont , which is adding 30 rooms , might operate differently when it re-opens . He believes luxury hotels are in the business of bringing people together . “ We love shaking people ’ s hands , hugging people . People are in this industry because of high touch , not because of high tech ,” he says .
Soerensen and his team must not only decide whether to sterilize and seal pre-arrival guest room packs containing directories , coffee and tea , and single-use room service menus but tackle more sensitive questions .
“ The real luxuries in this industry are meaningful relationships , and I don ’ t think that will change ,” he says . “ So , I guess I still have more questions than answers today .”
Soerensen thinks it will be very important for the luxury sector to maintain social interaction with guests when it is meaningful and benefits the experience . “ I feel that guests will be very aware of their personal space . I think that having space in the restaurant , having space in the bar and in our Club Room will be important . People will be more mindful of that element .”
Of course , there will be restrictions , but there is a long-term perspective as well . “ Do you want to go into a restaurant where you sit in a plastic box with a waiter who comes with a mask and gloves ?” Soerensen asks . “ I don ’ t know if I want that … Luxury
LUXURY IS ABOUT GIVING PEOPLE THE OPTION AND NOT DICTATING TO THEM WHAT ’ S EASIEST FOR US . IT IS ABOUT SAYING TO GUESTS , ‘ LET US HELP YOU TO CONTINUE WITH YOUR LIFE .’
is about giving people the option and not dictating to them what ’ s easiest for us . It is about saying to guests , ‘ Let us help you to continue with your life .’”
With so many difficult questions to answer , such as whether to take the temperature of arriving guests , Soerensen wishes there were more specific guidelines being mandated . “ Singapore has done that quite well . There are certain checklists … We should say ‘ these are certain things we expect you to do , and if you do them , you ’ re a safe place to go .’ Not every hotel should start to come up with their own checklist . I ’ m a hotelier ; I ’ m not a doctor . So , it ’ s important that as a hotel industry , we contribute to these and then go with a standard checklist .”
While Soerensen can ’ t stay physically close to his team during the closing , he is staying emotionally close . He writes a newsletter to the team every couple of weeks and is transparent about the situation at hand . He has also instituted social calls with every employee almost every day to see if they ’ re healthy , well and have any
JANNES SOERENSEN
questions . “ As much as we ’ re concerned about people getting paid and being able to sustain themselves , we ’ re also very concerned and very caring about their mental state of being and the outlook . It ’ s sometimes hard because we don ’ t have all the answers . It ’ s sometimes even reassuring if you tell them that you don ’ t know yourself .”
The vast majority of hotel staff has been enrolled in the furlough program , but there are voluntary training and activity programs , as well as group fitness classes , meditations and other activities . “ Nobody has to do it . They want to do it because they feel it ’ s right , and they feel a part of this team ,” Soerensen says .
At the end of the day , Soerensen says he will have his team ready and will reopen the Beaumont when it makes sense , facing the big challenge of attracting what has been 85 % international clientele .
“ It ’ s about doing the right thing , creating an environment that ’ s comfortable and safe ,” he says . “ Our owners have been great partners in this journey and will continue to be great partners .”
July / August 2020 hotelsmag . com 19