My Travels Help Me Enhance Guest Experiences: RAAYA's Philippe Claverotte
With nearly four decades of experience in the hospitality industry and a distinguished track record of leadership across seven luxury properties worldwide, Philippe Claverotte, Vice President of Operations and General Manager of RAAYA, stands as a paragon of innovation. His career spans over 20 countries and reflects a deep appreciation for cultural diversity and the unique challenges each location presents.
In his words, “You treat your colleagues how you would like them to treat your guests,”—a mantra that underscores his management style and commitment to team development. By implementing well-thought Standard Operating Procedures (SOPs) and investing in comprehensive training programs, Claverotte ensures operational efficiency and consistency in service delivery. His passion for hospitality and innate leadership qualities inspire colleagues, creating an environment where excellence thrives.
In an interview with Outlook Traveller, he talked about the influence of travel on his professional journey and the many initiatives he undertook to enhance the guest experience.
With almost 40 years in the hospitality industry and seven leadership roles in luxury properties, what strategies have you developed to maintain high standards of excellence in such diverse locations?
I believe it's essential to establish clear and comprehensive SOPs tailored to each property to ensure consistency in service delivery and operational efficiency. Investing in training and development programs for staff at all levels is fundamental, and always lead by example. These strategies, combined with a passion for hospitality and a commitment to exceeding guest expectations, have enabled me to consistently uphold and enhance standards of excellence across diverse luxury properties throughout my career.
Leading by example has always been a natural aspect of my character, and communication has always been my strength. I like to inspire our young colleagues by sharing my experiences. Spending time on the ground, meeting with guests regularly, and meeting with colleagues within all service areas is an integral part of my day. I need to know our guests and our colleagues.
The phrase "you treat your colleagues how you would like them to treat your guests" has always underlined my management style.
Having worked in (20) countries, how has your travel experience influenced your approach to managing luxury properties, and what cultural insights have you found most valuable in enhancing guest experiences?
Travelling extensively strengthens one's sensitivity towards cultural insights, nuances, and differences. My early hospitality travelling experiences instilled a deep appreciation for cultural diversity and the importance of adapting management practices. Each location has unique cultural, market, and operational challenges.
I was fortunate to have begun my career with an International Hospitality Group in the late 70s that highly valued the importance of local cultural practices and traditions as an authentic inclusion in guests' experiences.
These insights continue to shape my approach to hospitality management today. Guests appreciate authenticity in their experiences. Incorporating local traditions, artwork, decor, and cuisine authentically reflects the destination's culture, providing a genuine experience that enhances guest satisfaction and strengthens community relations.
As the newly appointed Vice President of Operations and General Manager of RAAYA by Atmosphere, can you elaborate on your vision for the guest experience and how you plan to balance escapism and energy on the island?
Balancing escapism and energy on an island involves creating an environment where guests can relax, unwind, and escape from their daily routines while offering experiences and activities that energise and engage them.
RAAYA by Atmosphere is a natural island destination gifted with abundant tropical gardens, extensive beaches, and designed spaces that offer our guests seclusion to relax and enjoy peaceful moments. Our offerings have been carefully curated for those seeking relaxation and stimulation, providing a well-rounded experience that balances escapism with energy.
You mentioned motivating the team to elevate every guest interaction. Can you share some specific methods or initiatives you plan to implement to achieve this at RAAYA by Atmosphere?
We believe our philosophy, the "Joy of Giving," is an authentic and sincere approach that elevates our colleagues to go beyond standard practices to achieve excellence in guest engagement. We are committed to elevating our colleagues to ensure they have the knowledge and confidence to succeed.
I encourage initiative-taking, thinking outside the box, open communication, and problem-solving skills. These simple initiatives can empower and motivate your team to elevate every guest interaction, creating a positive and memorable experience that distinguishes your property in the hospitality industry.
