Yann Gillet about his experience being a successful General Manager in world-famous hotels
“I’m inspired by the opportunity to innovate and stay ahead of the curve in a constantly evolving industry”. Yann Gillet about his experience being a successful General Manager in world-famous hotels.
The hospitality industry has changed significantly in recent years under the influence of the pandemic, global changes, and technological progress. However, one thing remains the key — everyone working in this area is doing everything possible to satisfy the guests. Being a general manager of a hotel means taking on all responsibilities.
We talked with Yann Gillet, General Manager of One&Only Aesthesis Athens, about his exciting and rewarding journey of more than 25 years working in the hospitality industry.
How did you get started in the hospitality industry? Where did you study? What did you learn that was the most useful in your work?
My journey into the hospitality industry began at a young age, with enormous thanks to my parents, who were expats and exposed me to diverse cultures while growing up. We travelled extensively, visiting countries worldwide, and I had the opportunity to meet people from all walks of life. These experiences left a lasting impression on me and helped me understand travel’s transformative power.
After completing high school, I went straight to a hospitality university in Paris. Then Strasbourg to study hotel management, which provided me with a strong foundation of knowledge and skills that have been essential to my success in the industry. Throughout my career, I have continued to learn and grow, taking on new challenges and responsibilities that have allowed me to develop my expertise and leadership skills.
What I’ve learned that has been the most useful in my work is the importance of being customer-focused and understanding the needs and expectations of guests. This has been a guiding principle throughout my career and has helped me to create hotel experiences that exceed guest expectations and build loyalty.
Additionally, I’ve learned the importance of building strong relationships with staff, stakeholders, and partners in order to create a successful and sustainable operation. Finally, I’ve come to appreciate the importance of continuous learning and improvement and have sought out opportunities to expand my knowledge and skills throughout my career.
In one of the interviews, you said: “I don’t see myself working in Bordeaux since it doesn’t have such a vibrant hotel activity”. And what is this “vibrant hotel activity” for you? What drives and inspires you the most in your professional activities?
To me, a “vibrant activity” means a hotel that is always buzzing with energy, excitement, and activity. It’s a place where guests feel welcome and engaged, staff are motivated and passionate about delivering exceptional service, and the overall atmosphere is lively and dynamic.
For me, what drives and inspires me the most in my professional activities is the opportunity to create this kind of vibrant resort environment. I’m passionate about providing guests with an unforgettable experience that exceeds their expectations and keeps them coming back time and time again. I’m also motivated by the challenge of managing a phenomenal resort like One&Only Aesthesis and its future dynamic operation, working with a team of talented professionals to ensure that every aspect of the Resort is running smoothly.
At the same time, I’m inspired by the opportunity to innovate and stay ahead of the curve in a constantly evolving industry. Whether it’s implementing new technologies, introducing new guest experiences, or staying on top of emerging trends, I’m always looking for ways to push the envelope and create a truly unique and unforgettable resort experience.
Ultimately, what drives and inspires me most in my professional activities is the opportunity to make a positive impact on the lives of our guests and our team members and to contribute to the ongoing success and growth of my current project.
During your career, you have managed many hotels in many different countries. What is the secret of being successful in managing other teams in different countries? Do you have any particular approaches?
In my experience, there are several key factors that contribute to success in managing teams in different countries. First and foremost, it’s important to be respectful and sensitive to the local culture and customs. This means taking the time to learn the local language, the local culture, customs, religion, and practices and adapting your management style accordingly. It’s also important to be patient and understanding and to be willing to learn from your team members, colleagues, the trade and, of course, friends.
Effective communication is also crucial when managing teams in different countries. This means being able to communicate clearly and effectively, even when language barriers are present. It’s also important to listen actively and to be open to feedback, in order to build trust and rapport with team members.
I feel the secret to being successful in managing teams in different countries is to be respectful, communicative, adaptable, and flexible. By focusing on these key factors, it’s possible to build strong and effective teams in even the most diverse and challenging locations.
Have your expectations from working in hotels met those you had at the beginning of your career? What was unexpected about this work?
Looking back on my career, I can say that my expectations from working in hotels have largely been met and, in many cases, exceeded. When I began my career in hospitality, I was drawn to the industry because of its fast pace, dynamic nature, and the opportunity to make a positive impact on the lives of guests and team members. Over the years, I’ve found that working in hotels has provided all of these things and more.
One of the unexpected aspects of working in hotels has been the level of innovation and creativity required to be successful. The hospitality industry is constantly evolving, and staying ahead of the curve requires a willingness to take risks, experiment with new ideas, and push the boundaries of what is possible. This has been both challenging and rewarding and has kept me engaged and motivated throughout my career.
Not without the influence of movies and TV shows, the public has formed a specific perception of different hotel workers. It seems that a general manager is a person who knows everything about the hotel (and its guests, at least permanent ones). How accurate is this perception? And what qualities a professional general manager should really have?
I would say that while it’s true that movies and TV shows have played a role in shaping the public’s perception of General Managers, the reality is a bit more nuanced. A General Manager is responsible for overseeing all aspects of the hotel operation, including the staff, the guests, and the strategy, but it’s nearly impossible for one person to know everything about the hotel and its guests. A good General Manager will rely on a team of competent professionals to help run the hotel.
How has the hospitality industry changed over the past few years?
The hospitality industry has undergone significant changes in recent years, especially with the shift in consumer behaviour and expectations. Guests nowadays are looking for more personalized experiences, and the traditional cookie-cutter approach is no longer enough to meet their needs.
Tell us about the hotel you manage now. One&Only Aesthesis Athen — what kind of hotel is this? Who are your guests?
Our hotel is much more than just a Hotel. It’s a resort, actually – it’s a multisensory invitation to discover Athens through a unique lens – the One&Only way of experiencing things. Our aim is to redefine the notion of luxury holidays in Athens, and we do this by providing our guests with stunning bungalows and seafront villas, impeccable services, and one-of-a-kind experiences that set us apart from everything else experienced so far in Athens.
Our hotel is situated in the evergreen corner of Glyfada, nestled just a few steps away from the turquoise waters. This legendary location was once appreciated by the jet-setting society of Athens in the 60s. We are now reviving this location with a contemporary and relaxed twist.
As for our guests, we welcome anyone who appreciates luxury and wants to experience the best that Athens has to offer. All guests are important to us, but we particularly enjoy hosting celebrities and important personalities who appreciate our personalized services and one-of-a-kind experiences.
What do you like most about your professional routine at One&Only Aesthesis? What makes your working day special?
What I like most about my professional routine at One&Only Aesthesis is the constant sense of purpose and the daily opportunity to exceed guests’ expectations. We need to be alert 24/7 about our guests and their needs, ensuring that no request is too small, and we always take care of every guest’s needs, ideally before they ask. Additionally, I care deeply about my team and really listen to them, using my emotional intelligence to support their growth and development.
I strive to stay ahead of market trends and leverage my communication skills to build strong relationships with guests and team members alike. Above all, I love the opportunity to create a multisensory experience for guests that invites them to discover Athens through a unique lens. Being a part of the One&Only Aesthesis team is truly special, and I feel grateful to be a part of it every day.
How do you see the future of the hotel business?
The future of the hotel business is very promising, despite the challenges we have faced recently. With the rise of technology, social media, and the changing preferences of guests, we need to constantly adapt and innovate to stay ahead of the game.
Personalization and customization are becoming increasingly important as guests seek unique experiences tailored to their preferences. Sustainability is also a key trend, as guests become more conscious of their environmental impact and expect hotels to take a proactive approach to sustainability. In terms of technology, we are seeing an increasing demand for contactless services, such as mobile check-in and keyless entry, as well as the use of artificial intelligence and virtual reality to enhance the guest experience.
Overall, I see the future of the hotel business as one that is focused on creating memorable experiences for our guests while also being environmentally conscious and technologically innovative. The challenge for us as hoteliers is to stay ahead of the game and continue to exceed our guests’ expectations.
