J E R O M E P A L A C O E U R
Interview} Michelle Maurel
Photographed by} Ken Waller
Location} InterContinental Osaka Japan
MM: What inspired you to join InterContinental Osaka?
JP: I was assigned to the opening of this hotel as part of a task force. The moment I stepped inside, I felt a connection. Sometimes, it’s all about chemistry—not just with people but also places and buildings. While we have a few other InterContinental’s, this one has a soul I haven’t seen in Japan before. I felt connected from the beginning, and I consider myself lucky to be part of the opening. It feels like a birth; everything is new, the team is new, and I also fell in love with the Osaka area. Osaka has become my home, and this hotel is a significant part of my life. I’ve spent 11 years in Osaka, and this hotel has remained constant. Every general manager might say this, but it’s true—it’s not just about the general manager. It’s about the incredible individuals we surround ourselves with. They are all passionate people. Creating passion in what you do is essential, as well as ensuring that the guest is at the center of every conversation while fostering an environment where our team members can grow and enjoy their work in hospitality.
MM: What sets InterContinental Osaka apart from other luxury resorts?
JP: We offer an intimate luxury here at InterContinental Osaka, but our service level truly sets us apart. This is reflected in our recognition of return guests, many of whom come from Japan, Asia, and Europe. Once people get connected and hooked on Japan, they want to return and feel at home here. We also have some long-term residents, and we try to recognize them and their preferences. I’m not a fan of the term’ mission,’ but I’ll use it in this context because hospitality is about pleasing people you don’t know. At InterContinental Osaka, we strive to understand our guests, much like one reads a book. Luxury, to us, is about choice. We believe in giving our guests the choice of how they want to be treated, and this is how we set ourselves apart in the luxury landscape, not just in Osaka but hopefully in Japan. This approach allows us to blend the intimate Japanese hospitality that our Japanese guests expect with a more open and adventurous experience for first-time visitors to Osaka. This level of engagement is only possible because we focus on who we deal with and empower our team members.
MM: What are the most popular amenities and activities for guests?
JP: That’s an excellent but complicated question because it relates directly to what I mentioned. What specifically are guests looking for? That’s precisely the kind of question we ask our guests. If someone is visiting Japan for the first time, we want to ensure they have different experiences to discover through local tips. Our concierge team excels at this, but it’s not just them; you can also enjoy a nice 15-year-old whiskey at the bar and chat with our bartender, who will share some of his recommendations. First-time guests value the layers of experience. For example, we ask them if it’s their first time in Japan. If they haven’t been to Kyoto or Kobe, we’ll make sure they have the opportunity to see the main attractions with a local touch. We can facilitate connections or provide recommendations for local guides and restaurants, ensuring they receive exceptional service outside the hotel. Now, when it comes to returning guests, it becomes even more interesting and complex. They often use the InterContinental Osaka as their hub to explore the city, as we are conveniently located near Kyoto, Kobe, and Nara. We can even introduce them to lesser-known spots, such as Awajishima. We’ve arranged unique experiences, like staying in a mountain monastery, which our repeat guests thoroughly enjoy.
MM: Can you describe the dining experience at InterContinental Osaka? What culinary options do guests have?
JP: Never trust a skinny concierge or a skinny general manager regarding food. I love food; it genuinely excites me at Pierre. Our restaurant is exceptional and isn’t very objective because I have such an affinity for it. As the general manager, I can confidently say it is a remarkable restaurant. We’ve maintained a Michelin star for eight consecutive years, which is uncommon in Osaka. This long-standing achievement speaks to our culinary team’s dedication to using the best local ingredients. We often talk about fusion, but I believe it’s more about the harmonious combination of local ingredients with what we call “savoir-faire” in French, especially as Pierre is a French restaurant. For example, we utilize high-quality olive beef, seasonal types of seaweed, and specific leaves available only at certain times of the year. What makes Pierre unique is the collaborative spirit of our team. It’s about teamwork; the chefs engage in conversations about the dishes rather than strictly adhering to one person’s recipes. There is a lot of consultation and testing—not just for taste but also for presentation. After 11 years at this hotel, I can proudly say we have many returning guests who look forward to our new seasonal menus. Maintaining our Michelin star for eight years is truly an achievement, and the seasonality of our products is crucial to this success.
MM: What do you believe is the true essence of luxury, especially in a place like InterContinental Osaka?
JP: Our 11-year history in Osaka underscores what defines us as a luxury hotel. Building a reputation takes time, and our confidence stems from that history. The InterContinental Osaka has all the elements of a luxury hotel: a prime location, spacious rooms, and the advantage of timeless design. You wouldn’t realize that the hotel is 11 years old; it maintains a fresh and inviting atmosphere that feels new even after all this time. The design incorporates elements from Singapore and Australia, shaped by the talented Hashimoto-san, known for his work in our meeting areas and bar. Luxury delivers the most memorable stay by anticipating guests’ needs and offering unique experiences tailored to them. While we have all the typical elements of a luxury hotel, what truly distinguishes us is our staff’s training in putting the guest at the center of everything we do.
MM: What is the one dish or drink that consistently surprises guests and becomes their new favorite?
JP: The olive beef definitely stands out. From the first time guests have had it, they are often pleasantly surprised by its unparalleled quality. Our chef is meticulous about sourcing; he knows exactly where the beef comes from. Regarding drinks, it’s hard to pin down just one standout because we offer around ninety types of gin. Following the immense popularity of Japanese whiskey.