Chief Operations Officer at Heritage Resorts in Mauritius since 2015, Jacques Charles is a man close to people. As curious about the various disciplines that make up the hotel industry as it is about the cultures, he has been able to forge a career with the strength of his desires, but also of his curiosity. Today, he explains to Vendom how the luxury hotel sector can be an open sector for anyone with a real passion for the business. In the paradise-like setting of Domaine de Bel Ombre, located in the south of Mauritius, he explains why this dream destination could prove to be a model for the new challenges of luxury hotels.
Vendom.jobs - You worked in Sales and Marketing and then in operations as General Manager (Le Méridien Nice and Juan-les-Pins, Constance Lemuria Resort in Seychelles, Westin Turtle Bay in Mauritius, Les Airelles in Courchevel) and now COO of Heritage Resorts. Could you explain these career choices?
Jacques Charles - I am not from a hotel school. I started in Paris in sales department. I entered the world of hospitality because it attracted me. In particular the large hotels, that are cosmopolitan, where currents of ideas and different sectors of activity interact. They materialise for me remarkably interesting encounters. Following studies in pharmacy, and more than ever determined to turn to the world of hospitality, I wondered how to join this sector without having to start a new university course. I then called the commercial directors of the big Parisian hotels to get their opinion. That is how I started an internship in the Méridien hotels. After a few months, I was able to join the sales team and then be confirmed as Sales Manager. Later I resumed a full-time year of study at EM Lyon to develop my management skills and I graduated from the European MBA CESMA.
V. J. – Did you have mentors?
J. C. - Indeed, when I joined Le Méridien,I met my mentor, Martine Balouka, at the time Director of Sales of the Méridien hotels in Europe. She followed my career for almost 20 years and was always there when I needed to share ideas, to be guided on a decision to make, a change of direction... At one point in my careershe advised me to move to Operations. At that time, there was no real natural bridge between the commercial and the operational. She then suggested that I become an Assistant to the General Manager to offer him my expertise in sales and marketing, so that he would train me, in return, in operations.
V. J. - What advice could you give to young people who want to take these paths?
J. C. - You must be aware that hospitality is first and foremost a life choice, because it has a lot of control over your privacy. This sector requires a lot of availability, but also flexibility and responsiveness, because it has a lot of unforeseen events. The evolution within a hotel also requires to be patient and persevering. Indeed, the length of careers can scare the younger generations who want everything and right away. Expertise is also paramount to moving forward. For example, being a good General Manager, you should preferably have experienced several facets of the trade: accommodation, catering, marketing... Another piece of advice I can give to young people who are starting out in this profession is that we should not stand by our failures, because they are trainers and allow us to move forward and evolve.
V. J. - What talents do you think they should have?
J. C. - It is important, in my opinion, to know how to open up to the world, to be curious, to feel trends. The hotel industry back then was relatively fixed, traditional. Today, people are being asked to bring something new, differentiating, that is attracting the interest of customers.
But my experience has also shown me that you can enter the industry without going through the classical curriculum, that with a great desire and an interesting personality, the door remains open. You must question yourself and be agile.
Finally, you always start in an area in which you become an expert, but you must be wary of over-researched expertise that can lock you up. Again, it is essential to display great versatility and to be able to move from one activity to another without being compartmentalised.
V. J. - Heritage Resorts in Mauritius shines, in particular, by the quality of its environment and its activities. At a time when, more and more, customers will be looking for space and secure services, how do you perceive its advantages?
J. C. - Customers have changed these expectations, indeed. Today, destinations like Mauritius are extremely attractive to urban dwellers looking to escape the stress of the city. Space is certainly a key parameter to find the serenity that there is no longer in the city. Heritage Bel Ombre offers this, but also diversity, in its culinary offerings, its activities… an incredible playground! There is also a safety factor thanks to free movement in our domain with well thought out health protocols. Mauritius also offers other advantages such as the lack of jet lag with the European market. We also have, at Heritage Le Telfair, a wellness program that meets a request from some clients, a need to meet and take care of oneself, especially through programmes of meditation, yoga, pilates or personalised massages.
V. J. - Heritage Le Château carries with it a summary of Mauritian heritage. How would you define the experience it offers?
J. C. - We have, in fact, a large choice of 12 restaurants that are influenced by Indian, Asian, Mediterranean cuisine... Le Château is a gourmet restaurant held in a Mauritian mansion from the 19th century. There is antique furniture, a certain slowness, a sweetness of life. When guests come to Le Château, they allow themselves, without realising it, to take time. The environment is exceptional, the building is in the middle of beautiful "French" gardens at the front, "English" at the back, with hundred-year-old trees. Everything is serene, the staff refined. There is also a strong local influence in its atmosphere. In short, a whole part of the Mauritian heritage.
On the kitchen side, the Château team was coached by the double-starred chef David Toutain who came to bring his expertise in organisation as well as his knowledge in the expectations of a majority European clientele. Initially, he came to do his market and to be accompanied by our chefs to discover the typical Mauritian products and to develop maps that combine French culinary culture with tropical flavours.
V. J. – Presently what are, according to you, the assets of such a destination?
J. C. - Comparing Mauritius to other Indian Ocean destinations such as the Seychelles or the Maldives, it certainly brings more business opportunities. In this time of crisis that we live, where we no longer have tourists, the Mauritian market keeps generating income. Mauritius has made its reputation on its hospitality, the kindness of its inhabitants. The culture here shows a remarkable mix where Mauritians of various origins live in an incredible sharing space, extremely rich in culture. This peace of mind also contributes to the attractiveness of the island for people who want to come and work here. Mauritius offers a serenity that nowadays is a real luxury.
V. J. - A more personal question, when you live in a heavenly setting, what could be another dream destination for you?
J. C. - I lived in Seychelles for five years before coming to Mauritius. These are two heavenly environments, but quite different. Seychelles has a wilder atmosphere with a of Africa. Mauritius is more developed, with some original influence. I have lived in this area for almost fifteen years. I am very attached to it. I love this lifestyle where I find the interest of the work I have previously experienced through my experiences in Europe, but with an unrivalled quality of life.
I am far from my home country but every day I realise how lucky I am to have come here.
(Photo credit: Heritage Resort)
