Who is the typical traveller for Raffles and Fairmont?
In Raffles, we’re all about glamour, butler service and personalisation. Raffles is a bit more about escaping the daily routine. When you enter Raffles Singapore, you automatically transition from the busy city to an oasis. When you visit Raffles London, you experience the same thing. Time slows down and the attention is focused on you.
In Fairmont, it’s a place to connect and to celebrate. We like buzzy lobby bars. It’s a gathering place and connector for people from different backgrounds and cultures. We also have Fairmont Gold – we call it another layer of a hotel – and that dedicated floor has services and personalisation.
At Fairmont, we are also putting additional focus on our urban hotels. So, if you come for business, your family can join you over the weekend. This is important, especially post-Covid with flexible working.
Sum up each brand in a word.
Fairmont: Empathy. Raffles: Glamour.
Why do Fairmont and Raffles pair well as dual-branded properties?
There are synergies between both luxury brands, but two different offers for different preferences. Fairmonts are large-scale hotels with gathering spaces, event spaces where you can do press conferences and product launches and more vibrant lobbies. If you want to escape that, you can go to Raffles, which has more personalisation and attention to detail.
Raffles London at The OWO opened last year. What has the reception been like?
We were extremely excited to open this hotel in London and fly the Raffles flag at the highest level. Raffles started in Singapore but has always had this Britishness in its roots. London somehow completes that picture. This magnificent historical building also goes with Raffles’ reputation – we usually open hotels in places that are very well connected with the history, heritage, local culture and society. The OWO used to be a government building. Now it’s a hotel where everybody can create their own memories. It’s become a destination.
What’s the most special element for you personally?
The stories. This was the country’s war office. Areas that were off-limits even for public officers can now be enjoyed by guests. We can tell stories about what went right and wrong, and what’s happened in this property. Take that and mix it with inspiring culinary experiences, celebrations in the boardroom, wellness… and there are so many surprising elements waiting to be discovered.
A second Raffles property is also opening in Singapore. How will it differ from the original?
It will be a modern adaptation of the Raffles Singapore and more of a villa product. So you will have your own villa with a swimming pool.
How do you define luxury?
The most important and measurable component of luxury is time. One thing that you cannot buy is time. We always think about how good we are at making sure you appreciate the time spent with us. How do we make sure that you have been given all the opportunities to be inspired and pampered? We do our homework to make sure that your routine is not interrupted but improved when you’re staying with us.
Luxury hospitality is also about experiences. At Accor, we don’t believe that those experiences should be limited to the hotel walls. We also have restaurant businesses (Paris Society) and experiences around the city. I think luxury hospitality will continue to focus on that. We keep elevating the level.
You were previously F&B group director at Harrods. How has this shaped your view of F&B at Raffles?
In Harrods, there was never a question on quality. That’s something that’s non-negotiable. And that’s what Raffles also does. We don’t cut corners. On the contrary, we always ask ourselves how we can move the needle even higher. These are places that represent local culture and we make sure that there is something for everyone. You have so many different outlets under one roof that don’t compete but complete the experience.
How do you make guests feel at home in a hotel?
Many people may think it’s glamorous to travel, but it disturbs your routine. We make sure that disturbance is limited. We don’t believe one solution fits all. For instance, if you’re checking into the hotel at 10pm, you probably don’t want complimentary cake. We focus on creating meaningful everyday solutions for our guests.
How do you see your role as CEO?
It’s a power of three – servicing our owners and developers; our hotel teams, including general managers and employees; and, finally, our guests. At the end of the day, if we want to provide this exceptional service and value to our guests, we have to make sure that we have the top talent. I inspire team members to deliver beyond what our guests expect. And as much as I celebrate the wins of today, I want to make sure that we are focused on the future and creating opportunities for future wins.
by BusinessTraveller
