Meet Dany Lützel | 2023 General Manager Finalist
Welcome to the Stelliers General Manager Finalist Interview Series, where we delve into the dynamic world of hospitality leadership. Join us as we turn the spotlight to Dany Lützel, General Manager at Hotel Éclat Beijing, and uncover his invaluable best practices and insights for overcoming challenges and cultivating a culture of excellence.
Can you share a brief overview of your career journey to date?
As a Swiss-born hotelier, my journey in the industry began at the Hotel Management School Lucerne, where I majored in Hotel Management and laid the foundation for my career. During my tenure at the Radisson Blu Hotel, I showcased my leadership abilities, initially serving as the Director of Sales and Marketing before eventually assuming the role of General Manager.
In 2013, I embarked on a new chapter in China, joining the Kempinski Hotel in Chongqing as the Executive Assistant Manager. In this capacity, I played a pivotal role in securing the prestigious China 5-star award while consistently driving revenue growth. Additionally, I held the esteemed position of Pre-Opening General Manager at Niccolo by Marco Polo in Chongqing.
Building on my valuable experience, I joined Hotel Éclat Beijing as the General Manager. Here, I've had the privilege of leading a team dedicated to providing unparalleled artistic luxury and service to our guests. It's been an incredible journey, and I eagerly anticipate the opportunity to further enhance our guests' experiences at Hotel Éclat Beijing.
What challenges have you faced throughout the 2023 recovery, and what best practices can you share with us for facing such challenges?
Throughout the 2023 recovery period, we encountered several notable challenges at Hotel Éclat Beijing, including:
Evolving Travel Restrictions: Frequent changes in travel restrictions and regulations made it difficult to plan and forecast occupancy accurately.
Labour Shortages: The industry-wide labour shortage affected our ability to maintain optimal staffing levels, impacting service quality.
Health and Safety: Ensuring the safety of guests and staff remained a top priority, requiring continuous adaptation to evolving health guidelines.
Market Uncertainty: Uncertainty in the travel market made pricing strategies challenging, impacting revenue management.
To address these challenges, Hotel Éclat Beijing implemented several best practices:
Agile Planning: We developed flexible strategies that adapt quickly to changing circumstances, allowing for more accurate forecasting. Notably, we introduced tailor-made staycation packages that received widespread recognition throughout the market for their personalisation and craftsmanship.
Employee Retention: We prioritised staff retention through competitive compensation, professional development, and a supportive work environment. Following this, we did not experience any layoffs throughout the entire pandemic period, we had zero layoffs.
Dynamic Pricing: We implemented dynamic pricing models to respond to market fluctuations and maximise revenue for the best outcome.
Guest Communication: We maintained transparent and timely communication with guests regarding safety measures and policy changes.
Digital Transformation: Following the acceleration of our digital presence, we were able to offer contactless services, online bookings, and virtual guest engagement.
Diversification: We explored new revenue streams, such as hosting local events or partnerships with nearby businesses, to offset fluctuations in traditional hospitality revenue.
Sustainability: Implementing sustainable practices allowed us to reduce costs and appeal to eco-conscious travellers.
Customer Loyalty: We built stronger relationships with guests through loyalty programs and personalised experiences to encourage repeat business.
What best practices do you follow with regard to hiring and retaining talent?
At Hotel Éclat Beijing, we implemented several best practices to ensure hiring and retaining top talent:
Competitive Compensation: We offer competitive salaries and benefits to attract qualified candidates and retain experienced employees. This includes performance-based bonuses, health insurance, and retirement plans. We are fortunate to have long-serving colleagues who have been with us for decades.
Employee Training and Development: Continuous learning and development opportunities are provided to our staff. We invest in training programs, workshops, and certifications to help employees enhance their skills and advance in their careers within the hotel industry.
Clear Career Path: We establish clear career paths for our employees, enabling them to see opportunities for growth within the organisation. This motivates them to stay with us long-term.
Recognition and Rewards: Recognising and rewarding outstanding performance is vital to our strategy. We have an employee recognition program, Éclat Star, that acknowledges exceptional contributions and provides incentives every quarter.
Work-Life Balance: We prioritise work-life balance to prevent burnout and ensure employee well-being. This includes flexible scheduling, time-off policies, and promoting a healthy and balanced work environment.
Employee Feedback and Engagement: We encourage open communication with employees through regular feedback sessions and surveys. Their input is invaluable in making improvements and addressing concerns.
Employee Benefits and Perks: Besides traditional benefits, we offer perks such as employee discounts on hotel services, wellness and fitness programs, and access to on-site amenities to enhance the employee experience.
Community Engagement: We engage our employees in community service and social responsibility initiatives, fostering a sense of purpose and pride in their work.
Exit Interviews: When employees do leave, we conduct exit interviews to gather feedback on their reasons for departure. This information helps us make necessary improvements to retain future talent.
By following these best practices, we aim to attract, nurture, and retain a motivated and skilled workforce at Hotel Éclat Beijing, ensuring the continued success of our incredible team and the overall excellence of our guest experience.
How have guest expectations changed in 2023, and how have you addressed the change?
Guest expectations in 2023 have evolved significantly and, at Hotel Éclat Beijing, we've proactively addressed these changes through:
Safety and Hygiene: In light of the ongoing pandemic, guests now place a premium on safety and hygiene. We've implemented stringent health and safety protocols, including enhanced cleaning practices, contactless check-in/check-out, and regular sanitation of public areas. These measures have reassured guests about their well-being during their stay.
Technology Integration: Guests expect seamless technology integration, from online booking to in-room controls. We've invested in a user-friendly website, mobile apps, and intelligent room features to further enhance the guest experience.
Personalisation: Guests desire a personalised experience. We've implemented guest profiling and data analytics to offer tailored recommendations, room preferences, and exceptional amenities, ensuring each stay feels unique. However, we still keep our art branding essence, allowing guests to immerse themselves in the art that surrounds them.
Sustainability: There's a growing awareness of environmental issues. We've introduced sustainable practices such as energy-efficient lighting, waste reduction, and eco-friendly amenities. Our commitment to sustainability aligns with the values of eco-conscious travellers.
Flexible Booking Policies: The unpredictability of travel has led to increased demand for flexible booking and cancellation policies. We've adapted by offering more flexible options, allowing guests to modify their reservations easily. What’s more, we have created many tailor-made staycation packages targeting local families, which provided them with a leisurely weekend getaway during the pandemic period.
Wellness and Fitness: Health and wellness have taken center stage. We've expanded our wellness offerings to include fitness facilities, healthy dining options, and even in-room workout equipment to cater to health-conscious guests.
Culinary Experiences: Guests now seek unique culinary experiences. We've diversified our dining options, collaborating with renowned guest and Michelin-starred chefs, as well as incorporating local flavours into our menus to tantalise guests' taste buds. We work closely and continuously with Kaluga Queen and Links Concept to provide our loyal guests with splendid gastronomic experiences.
Artistic Community Engagement: Guests appreciate hotels that engage with the local community. We've fostered partnerships with local artisans, businesses, artists, musicians, and cultural organisations to offer guests authentic and enriching experiences beyond the hotel. We also launched our highly acclaimed monthly “Chamber Concert” in the renowned Éclatant Presidential Suite, in close collaboration with embassies and music agencies, to present the best culture, music, and art events in Beijing and beyond.
Communication and Feedback: Two-way communication is crucial. We actively seek guest feedback through surveys and social media, promptly addressing concerns and continuously improving our services based on their input.
By embracing these changes and staying attuned to evolving guest expectations, we have not only met but exceeded guest demands in 2023. This approach has contributed to our reputation for exceptional guest satisfaction at Hotel Éclat Beijing and may be one of the reasons our hotel consistently ranks highly as a luxury hotel in Beijing on social media.
What book or podcast have you recently read / listened to that inspired you?
I really enjoyed reading Unreasonable Hospitality by Will Guidara recently. The book delves into the concept of hospitality within the restaurant industry, drawing from Guidara's experience and insight as a renowned restaurateur and Co-Founder of the restaurant, Eleven Madison Park.
It also underscores the importance of going above and beyond to craft exceptional guest experiences and explores the core principles of hospitality, the pivotal role of empathy, and the intrinsic value of personal connections in the realm of fine dining. Moreover, it offers practical advice and anecdotes serving as inspiration for those in the hospitality business, urging them to deliver unforgettable service.
Ultimately, Unreasonable Hospitality serves as a guide to achieving excellence in hosting and customer service, motivating me and providing valuable insights that I can implement daily.
What is a motto that you live by?
My motto regarding work passion is: "Excellence is not an option; it's expecting the unexpected.”