Working in a luxury hotel – Do you have training in hotel management and do palaces make you dream? A career in a five-star hotel could be yours! If it seems at first to be a difficult step to take, don’t hesitate to jump in, because working in this type of establishment is not reserved for an elite group. To learn more about the subject and the jobs in demand, we interviewed Anne-Sophie Hugron, HR consultant at the prestigious Ritz-Carlton Montreal.
What are the main qualities that you look for in a candidate when your are recruiting staff?
Above all, he must understand and share our company’s culture to be able to develop in an environment in which he will be happy. He must also have the ability to develop new skills, to learn. Finally, he must, of course, have the skills for the position.
Are there prerequisites to work in a luxury hotel?
For most jobs, yes. In the restaurant, we often ask for general education in hospitality management. We hire many students coming out of the ITHQ, Collège LaSalle or the École hôtelière de Laval. Some do an internship which then gives them a gateway to us or to other luxury hotels. On the other hand, for jobs that involve interaction with customers, being bilingual is often necessary.
What type of profiles are you looking for?
We look for people with great empathy, a sense of listening and attention to detail. But above all, we want employees who are proud to serve our customers and to provide exceptional service.
What do you think is the difference between working in a luxury hotel and a standard hotel?
The concept of customer service is at the heart of our philosophy. Unlike a three or four star hotel, we don’t just meet the needs of our customers, we anticipate them and go beyond the needs expressed by filling those that can be recognized.
What jobs are in demand?
There are several. We often arrange an open house so that young people in school can come to see us and learn. But the most pressing needs are in the kitchen. We have to recruit from outside Quebec and even abroad to find cooks who have at least two Michelin stars or who have good experience in luxury restaurant service.
What advice would you give a young person leaving school who seek working in a luxury hotel?
I would tell them to be curious, speak to professionals, become interested in what’s happening in the industry. I would also tell them to get out of their comfort zone. For example, if his English is lacking, he should not hesitate to go and work in an English-speaking province or abroad. To work in this industry he must also be creative to be able to surprise the customer and create a “Wow” effect. Finally, he has to love what he is doing, because everyone feels it, including the customer.