His leadership blends cultural intelligence, strategic vision, and genuine care. He doesn’t just lead teams; he creates environments where people feel they belong, where they can grow, and where excellence is not forced, but naturally expressed.
In this exclusive conversation, Vella shares his journey, his vision of modern luxury, and how to keep the soul of hospitality alive even in the most complex environments. From thoughtful service to inclusive leadership, he shows us what luxury truly looks like today: refined, meaningful, and deeply human.
You began your journey on a small island and ended up transforming some of the world’s most complex luxury operations. Reflecting on your beginnings, what driving force led you to embark on a career in hospitality?
I was born and raised on the island of Mauritius - a place where warmth, generosity, and pride in welcoming others are part of daily life. Hospitality wasn’t a career path; it was a way of being. From a young age, I learned that the joy of hosting lies in the smallest gestures - anticipating a guest’s need before it's voiced and making someone feel instantly at ease.
That early immersion in authentic hospitality sparked a lifelong fascination. I became intrigued by how the world’s finest hotels blend precision with poetry, how great leadership transforms operations into experiences, and how excellence can be both a personal pursuit and a shared commitment.
Mauritius, in many ways, trained us all from childhood. Tourism was not just an industry - it was the heartbeat of our economy. Foreign guests were more than just visitors; they were the reason we thrived. That mindset instilled in me a sense of responsibility and pride that I carry to this day. The combination of curiosity, humility, and a deep desire to elevate others is what drew me into hospitality and it continues to be my compass.
From Santorini’s intimate refinement to the vast casino and villa operations in Macau, you’ve handled both the smallest detail and the largest structures. How do you navigate such extremes of scale while preserving the soul of hospitality?
Luxury isn’t defined by size, it’s defined by intention. Whether you're crafting a sunset welcome for a couple in a cliffside suite in Santorini or orchestrating the flow of thousands across a sprawling resort in Macau, the heart of hospitality remains the same: to make each guest feel seen, valued, and understood.
The difference lies in choreography. In boutique environments, you can personally shape each detail. In large-scale operations, the role shifts: it’s about building a culture where everyone, from housekeeping to senior leadership, shares a clear purpose and commitment to excellence.
Large-scale operations should not dilute the spirit of hospitality; the challenge is rethinking the work flow while keeping emotions, elegance and human connection at its core. Systems must become sharper. Vision must be clearer. And your people must feel empowered not just to serve, but to lead with pride and be ambassadors of the guest journey. The emotional connection must never be lost in the complexity. In fact, the greater the scale, the greater the opportunity to create moments of genuine human connection.
When the fundamentals are strong, moving between small and large operations becomes second nature. That is what keeps the soul of hospitality alive, regardless of scale.
At The Biltmore Mayfair, you’ve overseen both transformation and repositioning. What strategic decisions were essential in elevating the property into the ranks of London’s iconic luxury addresses?
When I arrived at The Biltmore Mayfair, I saw more than a five-star hotel. I saw a canvas - one rich with potential to become a modern icon rooted in British heritage and Mayfair sophistication.
The first step was redefining the brand story. We moved away from the identity of a global chain and embraced the freedom of independence, allowing us to shape a narrative that felt distinctly ours. This meant anchoring ourselves in timeless British elegance, tailored luxury, and intuitive service - all bespoke to our guest profile to create a sense of place that feels unmistakably “Biltmore”.
Next, we focused inward - on our people. A transformation is only as strong as the culture that sustains it. We invested in developing leadership, nurturing emerging talent, and instilling a sense of ownership at every level. Every team member became a guardian of the guest experience, knowing that excellence lies in care, consistency, and pride.
Strategically, we redefined our market positioning to align with the modern luxury traveller - one who seeks depth, detail, and meaningful experiences. This involved elevating our F&B offering, refining the guest journey across every touchpoint, and ensuring consistency across pre-arrival, stay, and beyond.
Our decisions weren’t trend-driven, they were timeless. Today, The Biltmore Mayfair doesn’t shout for attention. It commands it quietly, confidently, and with distinction.
The Biltmore sits at the crossroads of Mayfair’s heritage and the modern traveler’s expectations. How do you honor the building’s legacy while crafting a guest experience that feels distinctly of today?
The Biltmore Mayfair is more than a hotel: it’s a chapter in London’s cultural and architectural story. We’re lucky to operate within a building that carries with it the grace of history and the grandeur of Mayfair tradition. But our role is not only to preserve, it is to reinterpret.
We draw from the building’s classical charm, but we pair it with the spirit of today’s luxury guest: someone who seeks authenticity, discretion, and personalised relevance. This philosophy is expressed in our interiors - where classic elements are layered with contemporary textures - and in our service, which is both refined and refreshingly intuitive.
We also place deep emphasis on emotion. Today’s traveller doesn’t want opulence for its own sake - they want meaning. So we craft moments that are personal, surprising, and deeply human. Whether it’s a bespoke dining ritual or a quiet gesture that anticipates a guest’s preference, we aim to create memories that linger.
To honour heritage is to give it context in the present. And in doing so, we don’t just preserve the legacy of Mayfair - we invite our guests to live it.
You’ve led multicultural teams of nearly 40 nationalities and achieved exceptional retention. What do you believe makes people stay, not just in a hotel, but in a shared mission?
Diversity isn’t just something I value - it’s the very foundation of how I lead. I’ve had the privilege of living and working across the globe - from Thailand to New Zealand, from the Middle East to Europe - and each country has taught me a new dimension of what it means to belong and to connect.
You can’t lead effectively unless you listen, learn, and adapt. You need to focus on the individuals and not on titles or nationalities. People respond when they feel genuinely understood and that’s how you foster true belonging.
At The Biltmore Mayfair, we’ve built a culture where all members of staff feel seen, heard, and empowered. Our retention isn’t a number - I believe our guests stay at The Biltmore not only for what the brand is but for what it stands for. it’s a reflection of how people feel and of what people see here. When the mission aligns with their values, they don’t just give you their time - they give you their heart.
Luxury service is human at its core. When people feel part of something meaningful, when they feel seen and celebrated as individuals, they stay. Not just in the building but in the journey.
After decades of global leadership, multiple turnarounds, and award-winning transformations, how has your definition of success evolved? What matters most to you now, and what no longer does?
Early in my career, success had a rhythm - the next title, the next opening, the next milestone. And those moments mattered. They were the building blocks of experience and growth.
However, over time, my lens shifted. Today, success is not about accolades, it’s about impact. It’s about what you leave behind in people, in culture, and in the quiet details that endure after you’ve moved on.
Have we created something lasting? Have we inspired others to lead, to grow, to believe in themselves? Have we raised the standard - not just of service, but of self?
The greatest success, for me, now lies in legacy. In the guest who returns because they feel at home. In the team member who stays for a decade because they feel valued. In the hotel that thrives because its people lead from the heart.
What no longer holds meaning is surface recognition. Luxury is not about being seen, it’s about being felt. Leadership is not about standing out, it’s about lifting others. If I can look back and say I helped shape not just a brand, but a belief in excellence - that, to me, is success.
And to finish on a personal note, if you were…
- A destination: Kyoto - where timeless tradition meets refined modernity. Quietly powerful, steeped in culture, and grounded in the belief that beauty lies in detail and restraint.
- An accessory: A handcrafted timepiece - precise, enduring, and purpose-driven. A reflection of character, not status.
- A book: The Art of War by Sun Tzu - not for its association with conflict, but for its wisdom in clarity, discipline, and the harmony between strategy and instinct.
- A quote: “Excellence is never an accident. It is always the result of high intention, sincere effort, and intelligent execution.” - Aristotle
- A timeless reminder that greatness - in hospitality and in life - is never rushed. It’s crafted, with care.
