Luxury Indian Ocean LUXURY INDIAN OCEAN #8 EDITION 2019 | Page 61

BUSINESS
cadre classique de la gestion d’hôtel pour être impliqué dans d’autres
projets relatifs à l’expérience du groupe. J’ai aussi énormément appris
de la philosophie Constance, qui recherche constamment l’excellence et
n’hésite pas à employer les moyens nécessaires pour y arriver. Par exemple,
la rénovation de nos hôtels malgré la crise financière nous a permis de
nous positionner à un moment où personne ne nous attendait. Aller à
contre-courant des attentes nous a été bénéfique. Enfin, le dynamisme
du groupe est extrêmement motivant : on a la possibilité d’agir vite, et
d’en récolter les fruits.
Quels sont vos engagements aujourd’hui pour
faire rayonner Constance sur la scène hôtelière
régionale ?
À travers les hôtels dont j’ai la responsabilité, je fais en sorte de maintenir
cette charte de qualité propre à la philosophie du groupe. Nous
commençons à être véritablement reconnus sur le créneau luxe. Les
investisseurs potentiels s’intéressent à nous pour de belles perspectives
de développement. Mon but est donc de rester en haut de l’affiche, sans
oublier de nous remettre en question pour être toujours plus proches des
attentes de nos clients, et enfin de maintenir cette relation de confiance
qui nous a permis de les fidéliser.
Quelle est votre vision du luxe ?
C’est ne faire aucune concession sur la qualité. Celle du produit, bien
entendu, mais aussi l’excellence du service. C’est ce que recherche
la clientèle de ce type d’hôtellerie. Les valeurs de Constance sont
connues de nos clients : ils savent pourquoi ils viennent séjourner
chez nous. Chaque hôtel Constance, à travers sa propre atmosphère,
transmet nos valeurs : le sens du détail, un certain art de vivre, un
accueil chaleureux… Nos équipes sont imprégnées de la philosophie
du groupe, ce qui est essentiel pour assurer ce niveau de qualité. Je
pense que la stabilité de la direction et la latitude laissée aux employés
pour satisfaire les clients y sont pour beaucoup. Cela permet à
chacun de s’exprimer pour apporter un service qualitatif, avec une
approche sincère.
Comment se porte l’hôtellerie de luxe à l’île
Maurice ?
Elle a de beaux jours devant elle ! Maurice reste une destination
privilégiée pour son authenticité, mais aussi car son offre répond à toutes
les envies : famille, plage, golf, nature... Nous devons aujourd’hui favoriser
des développements à thème – le tourisme vert, par exemple. Il existe une
multitude de possibilités au-delà du balnéaire, tout en restant dans une
démarche qualitative.
Comment voyez-vous votre avenir chez Constance ?
Je veux continuer à superviser des projets, participer au développement
du groupe et de sa philosophie, et mettre l’empreinte de Constance sur les
produits dont j’ai la charge. Faire perdurer cette philosophie et permettre
à nos clients de retrouver cette signature dans toutes nos destinations.
Can you tell us about your journey at the Constance
Hotels & Resorts?
I started working for Constance Hotels & Resorts in 1999, during the
renovation of Constance Belle Mare Plage. I had been managing this
hotel for 10 years when Jean-Jacques Vallet bade me to join Constance
Prince Maurice, with the aim of developing the offer and raising the
hotel to a status of reference in the Indian Ocean.
What are your other functions within the group?
I oversee the operations of other resorts, including the development
of Constance Tsarabanjina in Madagascar and Constance Aiyana in
Zanzibar. It ranges from the management of operations and renovations
to the collaboration with consultants and coordination at group level…
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What kind of experience was the renovation of the
Constance Belle Mare Plage in 2002?
It was quite challenging, but it allowed us to bring the hotel into the
front line. Working on such a project is the kind of career booster
no Hotel Manager would want to miss! I got acquainted with many
scopes of business, I worked with qualified consultants in various
fields, and I learnt a lot during this transitional phase. It also enhanced
my knowledge of the product, which clearly proved to be helpful in
its management. Moreover, I took pleasure in seeing the team spirit
grow through this adventure.
What are the most important things you've learnt
along the way?
Working for Constance is like being part of a family. The trust
I was given benefited me in such ways that I was able to move
beyond the traditional framework of hotel management and
contribute to other group wide projects. I gained a lot from the
philosophy of Constance, which is about seeking excellence in all
things and sparing no efforts to achieve it. To give you an example,
the renovation of our resorts in the middle of a financial downturn
allowed us to secure a leading position when no one was expecting
us to. Getting ahead of the game served us well. Lastly, the group's
dynamism is extremely inspiring: we have the possibility to move
fast and reap the benefits.
What are your commitments to increasing the
exposure of Constance on the regional hospitality
scene?
In all the hotels under my responsibility, I make it a point to maintain the
quality chart that goes along with the group's philosophy. We are actually
gaining strong recognition in the luxury segment. Potential investors are
courting us, with attractive development prospects in mind. My goal is
to keep our hotels in the lead – while being always ready to call things
into question in order to stay in tune with our guests' expectations – and
to maintain this trust-based relationship that has been the key to our
customer loyalty.
What is your vision of luxury?
Luxury is about making no concession on quality. Product quality, of
course, but also excellence in service. That's what the luxury clientele
is looking for. Constance hotels' guests are familiar with our group's
values: they know exactly why they choose our properties. In their
own style and atmosphere, each Constance hotel conveys these values:
attention to detail, a signature art of living, warm hospitality… The
group's philosophy runs through the veins of our team members, which
is essential to sustain such level of quality. I believe that management
stability and the latitude given to the staff to satisfy guests are other key
factors. In such a context, each team member is free to express himself
while providing quality service in a wholehearted way.
How is the Mauritian luxury hotel sector doing?
It has some beautiful days ahead! Mauritius remains a first-choice
destination due to its authentic character, and because it covers many
types of tourism: family, beach, golf, nature… Now, we need to promote
themed developments, such as green tourism. In addition to seaside
tourism, there is a wide range of possibilities that can be exploited while
keeping a qualitative approach.
How do you foresee your future at Constance?
I want to keep on supervising projects, contribute to the group's
development and philosophy and establish the hallmarks of Constance
in the products that fall under my direction. To ensure that our
philosophy lives on and that guests recognise Constance's signature in
all our destinations.
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