Gone are the clichés. Bruno Mercadal is here to put an end to caricatures. No, not all luxury hotel guests are representatives of decadent wealth, like Baroness Branstetter. No, not all hotel managers are obsequious and feeble folks, stuffed into an electric blue suit. “The world of luxury hotels is just like any other world. It’s a business like any other.”
Bruno Mercadal has been the general manager of the Royal Riviera since 2002. At 43, this tall man came to explain to students at the Nouvelles School, the daily life of a luxury establishment’s boss. “People tend to think it’s a bit of a retro world. But it’s the press that perpetuates this bad image.” This businessman therefore runs his palace as one might manage any company. That is, following strict rules of marketing and management. “A fish rots from the head.” In other words, if management is poor, the rest cannot follow. “I always start my day with a trip to the cafeteria to grab my coffee and say hello to everyone. It’s the best way to get a feel for the company’s atmosphere.” And if something is wrong, he always seeks to understand the problem to avoid “time bombs.” He is aware that his employees can’t leave all their personal problems at the door when they come to work. And that’s the essence of effective management. “My office door is always open to stay available at all times,” he said in “L’Avenir” in February 2005.
He also maintains good relationships with other managers of major palaces on the Côte d’Azur. “Many were in hotel school with me. There is no war among us.” It might be out of solidarity. Bruno Mercadal reminds us that they are, in a way, mercenaries. “We are all in an unstable situation. You can be fired from one day to the next. Anyway, I don’t like the idea that everything could last until retirement. It actually scares me.” The man is ambitious.
He continually repeats how necessary it is to have a project in life. This is in fact Management Principle Number 1. For him, there are two kinds of people: those who work, and those who, while they work, wonder where they want to go. “I think it’s better to be in the second category.” When hiring, he prefers people who share his mindset. “I don’t look at the diplomas. I look at the person in front of me. I want them to show me their motivation, their ability to go further.”
An Ambition Matter
He himself has never ceased to have projects. At 20 years old, he already knew that he would work in the luxury sector. His dream has more than come true. Today, his project is a performance goal. “I would like the Royal Riviera to be recognized as the best palace on the Côte d’Azur.”
For this, the quality of services is crucial. Employees play a crucial role. “A mediocre room can be forgotten with impeccable staff. The opposite is not possible. The feeling of well-being when entering the hotel is very important. Quality is delivered through feeling.” For this luxury manager, the customer never expects too much; it’s the staff who are not able to give what the customer desires. “The client defines quality. The business must provide it.” With some exceptions. One day, Michael Jackson was staying in Monaco, in the hotel where he worked at the time as marketing chief. The star wanted a Smart car brought up to his room to better observe this German novelty without the inconvenience of the crowd. Bruno refused.
One should not push the limit too far. Another thing the general manager of the Royal Riviera does not accept: rudeness. “I do not hesitate to kick out customers who would insult my staff. I ask for impeccable behavior from my employees. I don’t see why customers would be allowed such breaches.”
Regarding his staff, this boss claims he does not want “formatted luxury robots.” Here, each employee is free to express themselves while respecting “the correct service attitudes.” Employees must also be attentive since the current trend leans towards personalized relationships. “Guests want a charming hotel on a human scale. This is even a desire of business clients.”
Clearly, to do this job, you must love people… and be ready to accept a salary between 3500 and 15000 euros…
To discover the Royal Riviera Hotel: https://www.royal-riviera.com/en/index.html
