This week you will discover the true meaning of personal attention and extreme personalisation, at the heart of Luxury. The case of Oberoi hotels is a perfect illustration. Think about the following questions: How is customer experience orchestrated at Oberoi? What is the relation between customer experience and customer satisfaction? What are Oberoi’s competitive advantages? What strategic and operational factors contribute to Oberoi’s service excellence?
Watch the YouTube video below India by Oberoi (you could refer to our discussion on Taj)
ACCOR is a Creator of memorable experiences for customers but also for our students. After Novotel Monaco on November 9th, EDHEC BBA were invited on December 1st to Le Scribe Hotel in Paris, an iconic 5 stars hotel managed by Sofitel. Le Scribe spirit is much influenced by its location at the art of Paris, next to Opera Garnier. The Haussmanian building was the home of the Jockey Club from 1861 to 1925. The hotel was named after the dramatic writer Eugène Scribe; its soul is much influenced by Parisian artists. The Art Deco interior signed by Jacques Grange will be renovated over the next two years by famous designer Tristan Auer (Hotel de Crillon, Hotel du Louvre). Le Scribe is managed by Sofitel; customers benefit from an exceptional service, the Cousu-Main experience.
Thank you Le Scribe Hotel staff for this Christmas gift.
On October 11, twenty students (EDHEC BBA 4th year specialized in Hospitality and Event Management) visited the iconic Palais de la Méditerranée on the Promenade des Anglais in Nice. This 5-star hotel opened on January 1929 as a “Palais des Plaisirs” targeting the wealthy foreigners that visited the French Riviera during the Golden Age. When the building, designed by the architects Charles and Marcel Dalmas in the 20’s, was renovated from 2001 to 2004, the front was protected as part of the “20th century heritage” label. The interior of the building was decorated with respect to the Art Deco style, but modernized to align on the most stringent standards of the hospitality sector. In 2013, Qatar investors Constellation Hotels Holdings purchased the Palais de la Méditerranée, together with Hotel Martinez in Cannes, Hotel du Louvre and Concorde Lafayette in Paris. The Hyatt group is in charge of the management of the Hotel, and as such Palais de la Méditerranée integrated the Hyatt Regency portfolio. Students visited the magnificent ballrooms, a suite with a view on the sea and the swimming pool and restaurant areas.
Next, Laurence Dozol (Senior Event Planning Manager) and Laurent Drouard (Director of Operations) gave a talk on the creation of a luxury experience, the importance of wowing the customer and paying attention to details. Students were immersed in Hyatt organizational culture, caring for customers and staff alike, through a series of videos, many of them created internally by Palais de La Mediterranée employees. Watch the video “The World of Hyatt” on YouTube that encapsulates the Hyatt Human-Centered approach to doing business. Thank you to the Hyatt team for sharing your passion with our students! Great employer branding!
EDHEC is lucky to be overlooking one of the Nicest bays in the world; and be the neighbour of a piece of French Riviera history: its Belle Epoque palace Le Negresco, proudly French and independant.
For security reasons, it will be difficult to go and visit the Palace this year. Please, go on your own and admire the neoclassical architecture. Le Negresco has been listed as National Historic Building by the French government since 2003. Have a look inside (have a coffee at La Rotonde if possible), admire the artistic pieces, among them Niki de Saint Phalle Nana Jaune (see picture below) besides the monumental Baccarat chandelier and Miles Davis statue at the door of the building. The lobby is full of Jeanne Augier, the charismatic owner of Negresco, family pictures (see picture below).
Source pictures: Marie-Cécile Cervellon
Read the case and watch the Youtube video. Then comment on what makes Negresco authentic? Second, explain how the hotel manages to be responsible and provide a luxury experience at the same time. Is responsible luxury contradictory or complementary in the hospitality sector?
Welcome back to school :). We will be starting the academic year discussing Palaces and exceptional vacations… first case…Taj. Let’s have a dream…
First, visit www.tajhotels.com and watch the video “Tajness (Youtube link below). You can feel it your eyes closed”. Describe Tajness as a luxury experience and explain how this experience is orchestrated. Refer to my slides “A Model of Customer Experience”.
Second, read the case story and reflect on the benefits and risks of Taj brand extension strategy.