François Delahaye

The Pandemic and the ‘Human Side’ of Luxury Hotels

A sit-down conversation with Mr. François Delahaye, the Chief Operating Officer of the iconic Dorchester Collection, to discuss his pandemic experiences, outlooks for the future and the importance of employees in luxury hotels.

Almost two years after the onset of the pandemic, the hospitality industry is still searching for answers. ‘When will this end? When will things return to normal? What will the “new normal” be?’ We turn to our leaders for solutions, those who have guided us through the digitization of the workplace and an unprecedented period of uncertainty. For Mr. François Delahaye, the esteemed Chief Operating Officer of the Dorchester Collection, the answer is simple and refreshingly honest: ‘I don’t know.’

Passionate, professional and committed to his staff, Mr. Delahaye has worked as the COO of the prestigious Dorchester Collection since its establishment in 2006. Over the past 15 years, he’s overseen strategies and operations for employees spread out across the world. Extensive experience at the forefront of the industry offers him the perfect vantage point for witnessing firsthand how the market has shifted in the time of COVID-19.

‘People ask me what the future might hold,’ recalls Mr. Delahaye from the ILTM in Cannes. ‘But what I’ve learned over the last two years is that I know nothing.’ Mr. Delahaye has watched the ever-changing travel industry adapt and evolve over the years, but never like this. ‘The pandemic has been the most serious event that’s ever happened to our industry,’ he says, ‘it’s a terrible situation.’ Indeed, COVID-19 has swept across all industries and all brands, even those that were seemingly untouchable.

Few hotel brands carry the prestige and cultural significance of the Dorchester Collection. Established in 2006, the Collection was formed to unite nine luxury hotels. From the iconic Beverly Hills Hotel in LA to the Eden Hotel in Rome, from Le Meurice in Paris to the eponymous Dorchester in London, Dorchester represents more than hotels – it represents landmarks. Its story is thus interwoven with the history of luxury hospitality, a story still gripped by its latest and most dramatic chapter: the pandemic.

As global travel ground to a halt and hotels found themselves vacant, the industry rushed to react. Hotel brands were forced to adapt to a ‘new normal,’ developments were put on hold and employees found themselves stuck in limbo. The focus for the Dorchester Collection, however, was its staff. 

‘We decided to make sure we kept our best assets: our staff,’ said Mr. Delahaye. Throughout the pandemic, each staff member of the Collection retained 100% of their salary. When business re-opened in July 2021, the decision paid off. Under Mr. Delahaye’s leadership, Dorchester staff continued their training, returning to the workplace respected and ready. 

This marks a significant element of Mr. Delahaye’s hospitality philosophy: the power of people. ‘So many hotels are looking for outstanding members,’ says Mr. Delahaye. ‘Our general managers, our employees, our properties’ leaders. They’re the most important, and I want to keep them all.’ The services supplied by Dorchester hotels set the standard for refinement and professionalism, the essential ingredient which sets the brand apart from the rest.

‘The guests aren’t coming for the gild, for large TVs, or for marble in their rooms,’ says Mr. Delahaye. ‘They’re coming for the service you provide. It’s the people who make the difference between one hotel to another: the one that welcomes you, the one who escorts you to your room, or the waiter that remembers what you’d like for breakfast.’ For Dorchester, true luxury lies beyond flash and design, it lies in experience. ‘The human part of hotels is the most important. That’s what we’re focusing on now.’

With travel restrictions easing earlier in 2021, Dorchester Collections opened to a successful tourism season. Throughout most of their nine hotels, Dorchester returned to a 70-75% occupancy rate. ‘After making some calculations in terms of revenue, it worked out to be slightly better than 2019.’ With global travelers keen to return to the road, eager to experience the high-end services of renowned hotels, the future seems hopeful.

‘The leisure sector continues to do well, particularly in terms of social events and gastronomy,’ says Mr. Delahaye. ‘People have been suffering from a lack of travel,’ a yearning which has generated a V-shape return to pre-pandemic levels for multiple sectors.

The outlook for corporate and MICE travel, according to Mr. Delahaye, is decidedly less certain. Travel anxiety still persists, with businesses less inclined to send their employees overseas for travel. Event spaces, ballrooms and conference centres remain largely vacant, with some forecasts predicting at least a 5-year period for a return to normal levels of occupancy.

Naturally, the forecast remains space-specific. Dorchester’s hotels are largely centered in the European and North American markets, both of which have seen relative successes in a reopening world. Due to border restrictions, the Australasian market will remain dormant for the foreseeable future. As for Europe, predictions are subject to change. ‘With new variants, guests are less inclined to travel,’ says Mr. Delahaye. ‘Business is there, there are reservations, but people are already canceling. Will this carry on? We don’t know. It’s a very strange situation.’

Overall, however, Mr. Delahaye believes the Dorchester Collection will exit the pandemic stronger, firmly positioned for the new era. Guests now desire high-end travel and meaningful journeys. ‘They want the best services, and that’s what we’ll be providing them.’

The Dorchester signature thus represents more than a reputation, but a mark of high-quality – the kind that can only be created by a dedicated team. ‘That’s why we’re so happy to have kept our employees. They are the ones who make a difference, and will continue to do so in the next chapter.’

Interview released in Fortune Greece