Jacques Oudinot describes the art of hospitality between personalization and attention to detail

We have interviewed Jacques Oudinot, the Chief Operating Officer at The Collection, an international luxury hospitality professional with extensive experience in managing iconic brands such as the Crillon Hotel in Paris, where he oversaw its renovation. Today he is the COO of a prestigious chain of luxurious villas and private residences.

The quest for a unique experience: the luxury hotelier according to Jacques Oudinot

D: Could you tell us about your career and how you became involved in the hotel business?

JO: I should have become a doctor to respect family traditions, but the many trips I took with my parents inspired me to explore the world, meet different people, and never stop. I also loved the idea of luxury in the sense of beauty and hospitality, and so I chose to go to a school for Hotel Management. My career has truly taken me everywhere, first on my own and then with the whole family in tow. I also worked for a number of chains until I was struck by lightning, professionally speaking, and chose to work in smaller luxury hotels. A defining experience.

D: How have clients changed over the years and what do they look for in a luxury hotel?

JO: I had the pleasure of participating in the reopening project of the Crillon Hotel in Paris, an icon of international hospitality. It was like taking part in the secular heritage of such a remarkable establishment and committing to providing guests with that sense of uniqueness. I’m talking about a type of clientele that has the highest of expectations. I had to put all my expertise on the line to succeed to the challenge. Nowadays, I am particularly interested in an even more niche category, like The Collection, this form of hospitality where you have to be at the top in each and every aspect and detail. If the Crillon is the equivalent of a luxury car like, for example, Maserati, the Collection is a limited edition luxury car. You also need to possess the entrepreneurial know-how to handle such a complex task. Our properties are not hotels but luxury villas and residential residences where everything is designed and made to measure. We do not think in terms of VIPs, but always only about guests needing to be understood and satisfied. There are no standards, although obviously, the quality of everything is at the absolute top level.

The experience we offer our guests is an exquisitely personal affair. These are individuals who seek privacy and discretion above all else. We strive to understand and translate their tastes by discreetly observing, for example, how they use their room, their bed pillows, the gym and so on. With having first-time guests, we make a point of contacting their Personal Assistants, so we are sure to be prepared to satisfy their needs and expectations. It’s a ‘bespoke attitude’ a bit like Toscanini’s ‘SuMisura’ philosophy.

The “bespoke” concept of hospitality and wardrobe

D: How are guests welcomed in your villas and residences?

JO: is the butler, the person in charge of taking care of them in every way. In luxury hotels, there is someone in charge of each single activity, from booking a show or a flight to unpacking a suitcase or arranging a meal or massage. With us, the butler is the only person the guest interacts with. Everything is taken care of discreetly by this person, who carries out his or her role without ever getting in the way of the guest’s experience.

D: What is “à la maison” hospitality in the world of luxury?

JO: It means, as I mentioned earlier, there are no rigid standards, even if they are high; rather, we cater to our guests’ needs so that they feel at home, protected, looked after and at ease. At the same time, the style of our villas and residences reflects the character of its setting. Small touches here and there where we include the essence of our brand. Always discreet, in an almost unobtrusive way. We pay meticulous attention to the selection of each object or piece of furniture, making sure it is the best the market has to offer. We do not cut corners to keep costs down, in the same way our guests would at home.

I find it significant that during the pandemic there was an increase in the number of overnight stays. Proof that making people feel at home also means making them feel 100% comfortable in every detail.

D: Now let’s talk about wardrobes, an essential brand experience touchpoint.

JO: The devil is in the details, as they say, and choosing quality Toscanini hangers is a pleasure since the wardrobe is an essential element of our guests’ experience. An intimate niche of beauty and perfection. I had the pleasure of selecting them for the Crillon Hotel, along with the children’s model, enchanting miniature of the woman’s hangers. An added personal touch was the rust-colored crocheted cover, a lovely touch when opening the wardrobe.

I am thrilled to have included them again in the à la maison experience at The Collection.

D: How would you define the essence of what you do?

JO: We are fully committed to creating memories that live up to (or perhaps even exceed) expectations. Flawless experiences turned into enjoyable and carefully thought-out overnight stays. This is why we take care of every detail, even the smallest because we want nothing less than perfect. We do this by thinking outside the box, by being able to adapt at any time, and of course by always being mindful of the fundamentals of our profession, which I might encapsulate in “The art of caring”. Well, I haven’t taken care of people as a doctor would, but I’ve had the unique privilege of being able to do so but differently…!