F R A N C O I S – X A V I E R S C H O E F F E R
Interview} Ken Waller
Photographs by} John Russo
Location} 1 Hotel Mayfair, London
KW: Can you give us a brief background on yourself and how you found your way to working at the property.
FS: My journey into hospitality began at a young age, inspired by dining at restaurants on the Île de Ré with my uncle. I studied at Thonon Hospitality School and started my career at the Hotel Martinez in Cannes. In Paris, then moved to Paris in 2000 where I worked with Intercontinental Paris under the mentorship of Dagmar Woodward, and Westin Paris Vendome before joining Hotel Lutetia in 2008.
I supported the launch of Conservatorium Hotel in Amsterdam and opened Café Royal in London with The Set Hotels. Returning to Paris as the General Manager of Hotel Lutetia from 2019 to 2021, I then joined The Doyle Collection to reposition The Kensington as a five-star hotel in London.
Joining SH Hotels & Resorts and CrossTree for the pre-opening of 1 Hotel Mayfair felt meant to be. This project embodied everything I aspired to be a part of: a mission-driven company, a fabulous location, stunning design, and a team of great people.
KW: Has your role been the same at the property, or have you worked in other roles at the company?
FS: This is my first role with SH Hotels & Resorts.
KW: Can you tell us the brand philosophy at 1 Hotels Mayfair?
FS: At 1 Hotel Mayfair, our brand philosophy is centered on being a mission-driven leader in the luxury travel industry. We prioritize environmental impact in all aspects of our operations, from design and construction to daily practices, ensuring every decision aligns with our commitment to being in harmony with nature.
We believe that leading with sustainability doesn’t mean sacrificing design, luxury, or functionality. Our nature-led Biophilic design philosophy, holistic Mind & Movement & Wellness initiatives, and carefully curated Food & Beverage offerings are all crafted to reflect our dedication to sustainability. This commitment is woven into every element of our hotel, from the subtle educational touchpoints to the overall guest experience, demonstrating that true luxury and environmental responsibility can go hand in hand.
KW: What makes your property different from staying at other City Properties in London?
FS: 1 Hotels offers a distinctive approach to luxury hospitality, and 1 Hotel Mayfair is a prime example of this vision for global expansion. Our team, representing 44 nationalities, is composed of remarkable individuals who bring their unique personalities to their roles. We pride ourselves on effortless service that is both elegant and relaxed. Sustainability is at the core of our operations, from eco-friendly practices to locally sourced materials, ensuring our guests enjoy luxury with a conscience. From our outstanding front-of-house team to our exceptional culinary offerings, 1 Hotel Mayfair provides guests with a truly remarkable London experience. I envision the hotel as the vibrant living room of Mayfair, a place where guests feel at home and inspired.
KW: What about your property keeps guests returning for multiple stays?
FS: It’s the exceptional service, prime location, and personalized experience we deliver. Our guests appreciate being recognized and having their preferences acknowledged and fulfilled. They also value the diverse range of activities and amenities we offer. Additionally, our commitment to sustainable luxury creates a unique and meaningful experience that resonates deeply.
But it’s not just about these elements. Guests return for the warm, welcoming atmosphere we foster, the attention to detail in every aspect of their stay, and the sense of belonging they feel with us. They enjoy our thoughtfully curated spaces, which offer both comfort and sophistication, and our seamless blend of elegance with a relaxed, approachable vibe. The continuous feedback we receive and the relationships we build with our guests further enhance their experience, encouraging them to come back again and again. Our goal is to cultivate a strong return guest rate over time, and while this takes patience and dedication, it’s gratifying to see so many returning guests from London and beyond.
KW: We have stayed at the world’s top city hotels, and I must say your property exceeds expectations. How have you maintained such a high level of consistent perfection in an ever-changing hotel market? Is there a secret to your success?
FS: Our philosophy is rooted in the belief that there is always room for improvement. We continuously evaluate our performance, celebrating our successes and identifying areas where we can enhance our offerings. This mindset fuels our curiosity and drives us to explore innovative ways to exceed guest expectations. At SH Hotels & Resorts, we also place a strong emphasis on empowerment, encouraging each team member to take initiative and make swift decisions that elevate the overall guest experience. By combining our commitment to continuous improvement with a culture of personal ownership and responsiveness, we create exceptional and memorable stays for our guests, which is central to our success.
KW: Tell us about some of the unique curated experiences the property offers?
FS: Our property offers a range of unique experiences designed to immerse guests in Mayfair’s charm and London’s vibrancy.
For example, Mayfair’s Tree Tapestry Tour allows guests to explore the area’s hidden natural treasures using a specially crafted tree map created with The Tree Council. This tour reveals the beauty of Mayfair’s trees and provides a fresh perspective on the local environment.
For a dynamic city exploration, our Audi Experiences offer excursions with our house car, the fully electric Audi Q8 e-tron, to iconic landmarks such as Buckingham Palace, The Royal Academy, and the West End theatres. This is an especially exciting way to discover London.
At Bamford Wellness Spa, guests can indulge in wellness treatments that emphasize a deep connection with nature. Through personalized treatments and natural skincare products, we provide a journey towards relaxation and rejuvenation.
These curated experiences reflect our commitment to delivering memorable moments that celebrate both the local environment and personal well-being.
To find out more about 1 Hotels Mayfair follow them @1Hotel.mayfair