Marie, 29 years old, French, travel addict, passionate about the hospitality industry, and…most importantly: always smiling!
I can’t remember when I started loving travels and hotels… What I remember is the day it started to become concrete! August 2005: my fist day at Ecole Hotelière de Lausanne (EHL). A start of a new life! 2009: the Graduation. And then, in 2010, my journey in hospitality continued with Raffles Hotel in Singapore. I learnt so much there, from the fundamentals to specialized tasks, from operations to management, from rooms to food and beverage (F&B) and was even awarded staff of the quarter. In 2012, I came back to Switzerland to work for Kempinski: one intense year of operations and F&B administration. There, I grew up and was finally able to manage a team and a whole division.
And then? In December 2013, I became General Manager of a wonderful place: The Hostellerie Bon Rivage. A 150 years old hotel, with a breathless view on Lake Geneva and the Lavaux Vineyards, between Montreux and Vevey, just 10 steps away from the water! An ideal location for this 54 rooms hotel rated three stars superior. A family style hotel with a well flowered garden, a place where the relationship with our guest and the quality of service are the priorities.
In our restaurant L’Olivier, 13/20 on the Gault et Millau, the chefs cooks local products and vegetables from our own garden. We welcome local people but also tourists: Our terrace is one of the most beautiful in the area. We also host a lot of meetings and events in our six meeting rooms.
On my first days, I discovered an amazing team, loving their hotel and taking care of our guest with their heart, but working without perspectives. Together, we set quality and revenue target. I opened my office and listen to them. And the result: 5 points decrease in our staff departure rate (14%) compared to 2013.
In terms of sales and marketing, I had some work: new website, new brochure, monthly newsletter, Facebook page and distribution channels. We started to be visible on the web! I strengthen our relationship with Montreux Riviera, the area tourist board. We increased our distribution channels: we started to work with booking.com and Swiss Travel Center. And the results were there: an increase of 3% in room revenue Vs 2013 (January – August), despite a terrible weather during our high season.
The quality of service also improved: in the surveys completed by our guests in our restaurant and hotel, we noticed a 4 points growth in the overall satisfaction of the guest.
And in the pipe? A new bar, in our garden for the sunny days to augment our revenue in summer and spring. A new property management system for rooms and F&B, more ergonomic and requiring less investment. We will save money to invest for the comfort of our clients, and most important: our front desk staff will save time and will be more focused on our guests!