On the 15th of May, 2017, Sébastien Bazin announced the addition of restauration to the service portfolio of Accorhotels. Identifying that the French giant's customer base had new expectations that needed to be met, the CEO led the transition to an F&B oriented offer.
“Our mission is to make food and beverage the heart and soul of our hotels by thinking like restaurateurs and delivering an experience that is excellent, relevant and authentic.”
Authentic they wished it, authentic they made it. Using the newly acquired Fairmont brand as flagship, Amir Nahai, CEO for F&B in the group, developed the Four Pillars of Accorhotels restauration:
- Deliver excellence with authenticity & simplicity: basics are perfect, no lies on board and no artifice. “Less is more”.
- Entertain: open kitchens, wide glass panels, tours. Involving the customer in the meal experience and breaking barriers, making hospitality meet fooding.
- Listening to the guests: every complaint and praise is good for the taking to work upon. With more than 50 years’ experience in customer dialogue, AccorHotels constantly reinvent themselves to satisfy their guests. “We pride ourselves on never believing that something is not possible” – Peter Alles, General Manager Fairmont Miramar Hotel, Santa Monica.
- Inspire the teams: Selecting through personality, training for excellence, such is the HR credo for Fairmont restaurants. “I tell my employees they should treat our guests like friends. It has to come from the heart” – Ingo Peters, General Manager at Fairmont Vier Jahreszeiten, Hamburg.
Teamwork lies at the heart of these newly operated restau-hotels, transpiring from every aspect of service, from the moment the guest crosses the threshold to the instant they go back home. By publishing Service Included, Accor is emphasizing its will to go further on the F&B path.
For a few years now, AccorHotels made their goal rather clear: making the hospitality they provide as complete and fulfilling as possible. Recently, they brought 32 start-ups to the VivaTech event in Paris, some of which were not directly identifiable as revolving around hospitality. By incorporating them into their supply, Mr. Bazin has proved his cross-sectorial views and will to revolutionize the Accor group. Find out more in our VivaTech analysis.
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