Global Update
Mövenpick Hotel Sukhumvit 15 is the Swiss firm ’ s first city hotel in Thailand , but its fourth in the country .
company , which includes restaurants and food brands ranging from coffee , ice cream and chocolate to salmon , yogurt and beyond .
“ Not many hotel companies have this ,” he says . “ We have this internal service philosophy called ‘ natural enjoyment .’ But it hasn ’ t been spread to customers . Now we are telling guests with a new ‘ We Make Moments ’ theme .”
In fact , the new tagline was very recently endorsed for the entire Mövenpick family of brands and is rolling out in the weeks and months ahead .
Pérès says his teams have many opportunities to impress guests , which has proven to have a positive impact on quality scores . “ We have organized workshops challenging all ranks to create special moments for guests , and the feedback has been amazing ,” he says . “ We want to let our associates express what comes from within and recognize the true dignity of the people working in our hotels . We need more originality and to go beyond standards to show generosity and genuineness in terms of servicing guests .”
A big part of that genuineness will continue to come from , not surprisingly , the F & B department , which Pérès says accounts for 33 % of total revenue and a margin of better than 20 %.
Among the F & B programs being promoted is “ Healthy Shots ,” an integral part of the Mövenpick breakfast offering made with fresh fruit and vegetables . The idea is that by having a server hand a Healthy Shot to a guest and explain the ingredients , a positive interaction is established and creates a moment of generosity and kindness to start the day . Later each day , the Chocolate Hour in the lobby is intended to be a seasonal , elegant and fun touch for guests to enjoy live , particularly Swiss demonstrations such as rolling truffles , icing cupcakes or scooping ice cream .
Future of the brand While the service philosophy continues to be honed across the brand and despite the incessant rumors , not surprisingly , with 82 properties in operation as of July , Pérès prefers to point to 18 new Mövenpick properties signed and in various stages of development . By 2020 , he wants 130 to 135 hotels in operation or under construction , adding that he has received great support from the board for his vision .
Mövenpick has been signing 10 to 15 new management deals per year , and Pérès wants to accelerate the pace to two deals per month , pointing to the advantage of what he says is valued-engineered costs that are 30 % to 40 % less than peers in its comp set . He boasts , “ I have known owners for more than 15 years and have delivered promised returns , and often more , because we are a Swiss company good at value engineering .”
Now the industry must wait and see whether it will remain business as usual at Mövenpick or if a new plan develops under new brand ownership .
People are attracted to Swiss perfection . There is a reliability , security and confidence about the brand without arrogance .
It is about care and a sense of hospitality . It feels like home .
– Jean Gabriel Pérès
www . hotelsmag . com September 2015 HOTELS 13