Can you introduce yourself in a few words?
I am French, originally from Alsace, a graduate of the École Hôtelière de Lausanne (class of 1994) and hold an MBA in communications. Since childhood, I have had a deep passion for the luxury hotel industry, a sector in which I have been working for over 25 years. My career has led me to management and then sales and marketing positions in prestigious hotels in Paris and Switzerland. I was fortunate to spend four years at the Hôtel George V in Paris, a memorable experience that greatly enriched my professional career.
Today, I am dedicated to supporting hospitality professionals in their transformation challenges through my consulting, training, and teaching activities. I have also published an essay and co-authored a white paper with Wayden on the current challenges facing the sector and the changes it needs to make. Finally, I am a mother who is very involved in the education of my 5-year-old son.
What motivated you to join the CMH Nice campus as a professor?
I have always been very committed to passing on knowledge. The many teams I have led have experienced this, and I am convinced that passing on knowledge today is an essential responsibility, especially in such a dynamic and constantly evolving sector. CMH Academy embodies values that I hold dear: excellence, international openness, and innovation. It is a forward-looking school, attentive to the new expectations of the market and its students.
I wanted to contribute by bringing a concrete vision, deeply rooted in reality on the ground, enriched by my experience and my knowledge of current issues: managerial and digital transformation, skills development, new expectations from customers and younger generations, integration of AI, etc.
My first contact with the school, first with Carole Cutier and then with Fabien Edard de Laplante, was decisive. In our conversations, I found a human and attentive approach, focused on valuing each person’s experiences and skills. This positive vision, focused on concrete contributions to students, fits perfectly with my way of working. Collaborating with people who are committed to a positive and forward-looking dynamic is essential for me today.
What is hotel management and how has it evolved in recent years?
Hotel management remains, fundamentally, a profession focused on people and the collective. It is the art of bringing together, uniting, and combining the driving forces of an organization toward a common goal, while respecting the company’s culture. The idea of “together” is more essential than ever.
Management has evolved profoundly. It is no longer a top-down model where the manager decides and the team executes. Today, it is a collaborative management style, where listening, collective intelligence, and co-construction are the basis of the process. It must also meet the new expectations of employees, who are looking for greater meaning, autonomy, recognition, and a balance between their professional and personal lives.
Customer expectations have also changed: they are looking for more authentic, less standardized experiences, but also more responsible and connected ones. Owners and investors, for their part, expect faster returns, which reinforces the importance of asset management.
Today’s managers must face these multiple challenges: maintaining operational excellence, integrating digital and artificial intelligence, driving change, giving meaning to actions, and responding to growing economic imperatives. This requires a more cross-functional and agile management style that demands clear-headed leadership and strong emotional intelligence.
How would you define a successful customer experience in the hotel sector?
A successful customer experience is, above all, emotional, one that leaves an indelible mark on the customer. It is based on genuine care, extensive personalization, and attention to detail. The experience must be fluid and connected, but above all, deeply human.
The quality of the welcome and service are essential for customer loyalty. We return to a hotel or restaurant because we remember the person who served us. This creates a bond, which is why employee loyalty is also crucial. Customers do not appreciate constantly changing contact persons. Team stability contributes directly to the quality of the experience.
Customer expectations have also changed: they are looking for more authentic, less standardized experiences, but also more responsible and connected ones. Owners and investors, for their part, expect faster returns, which reinforces the importance of asset management.
Today’s managers must face these multiple challenges: maintaining operational excellence, integrating digital and artificial intelligence, driving change, giving meaning to actions, and responding to growing economic imperatives. This requires a more cross-functional and agile management style that demands clear-headed leadership and strong emotional intelligence.
What skills do you consider essential today for effective management in the hotel sector?
Soft skills are more essential than ever. Emotional intelligence, adaptability, compassionate leadership, listening skills, and communication are fundamental.
It is also crucial to master digital aspects and understand the impact of new technologies. Working in project mode and being able to manage transitions (such as interim management) is becoming essential, especially in a constantly evolving sector.
What do you like most about your role as a lecturer in this module?
Above all, I enjoy sharing and exchanging ideas with students. I like to provide them with pragmatic tools, based on my field experience, and illustrate my ideas with concrete situations. This position allows me to offer a very practical perspective, but also to inspire confidence, stimulate curiosity, and encourage students to develop their critical thinking skills. My goal is for them to gradually build their own professional perspective.
What advice would you give to a student who wants to pursue a career in this field?
I would advise them to be curious, committed, open-minded, and humble. It is important to step outside your comfort zone, explore new opportunities, and experiment. Continuous learning, cultivating interpersonal skills, expanding your network, and staying abreast of technological and social advances are essential keys to success.
I also recommend choosing your manager and the company you will work for carefully. Aligning your expectations with those of the company is crucial to your full success. Finally, it is essential to talk to experienced professionals. Understanding both the benefits and limitations of the position allows you to start this career with full awareness, better prepared and avoiding disappointment.
