> ## Content Index > Fetch the complete content index at: https://www.lemondeselonvictoire.com/llms.txt > Use this file to discover other available public pages before exploring further. # The Heart and Soul of a Hotel - URL: https://www.lemondeselonvictoire.com/the-heart-and-soul-of-a-hotel/ - Published: 2026-11-05T08:50:21.000Z - Updated: 2026-11-05T08:50:21.000Z - Description: What makes a hotel truly special? - Author: Victoire Spoerry - Tags: Lifestyle What's the difference between a luxury hotel and another one? Clearly not the marble in the bathroom... Today a good bed, a great view and a marble bathroom are the minimum you would expect from a good 5 stars property. So what makes your stay special? ![](https://storage.ghost.io/c/26/f6/26f649ef-72dd-4505-afc3-b4a194ea3c7b/content/images/2026/11/IMG_5842-1.jpeg) Lily of the Valley ### A hotelier who genuinely cares. As you know, some hotels have a great architecture, good food and kind service, and yet they are like a ghost town. You feel one among so many others. It's even worse if you have to queue for breakfast or at front desk... I mean, seriously?? When you travel, you need someone with a vision for his hotel and for his team. Someone who finds solutions, because no is not an answer you want to hear... Yes there should be a table available when you are a guest, the pool should be open and you should be able to get some food no matter the time or your diet... A General Manager (GM) who cares is someone who takes his role at heart. He is here in the morning and in the evening as well. He knows his clients and his clients know him. *The good travel agents can also reach out to him on WhatsApp to make sure your stay is flagged properly, even when it implies to find availability when the hotel is full (we say "pousser les murs" in French).* Who are those special GMs? of course the list is long but among others you will find Guillaume Marly (opening the Waldorf Astoria Admiral Arch in London early 2027), Laurent Roussin at the Royal Mansour Casablanca, Fabrice Moizan who just arrived at the Bristol in Paris after over a decade at the Eden Rock St Barth, Christophe Chauvin formerly at the Byblos and now opening hotels in Morocco, Jean Luc Naret (opening the new Aman in Maldives), Claudio Meli the iconic GM of the Place Firenze or Stéphane Personeni at Lily of the Valley... (sorry for all those who are not named here but who should be...) ![](https://storage.ghost.io/c/26/f6/26f649ef-72dd-4505-afc3-b4a194ea3c7b/content/images/2026/11/IMG_6181.jpeg) The Place, Firenze ### You also need a great concierge because they are the ones who can open doors and make magic happen. For instance Big John’s the legendary concierge at the Goring is so special. If you knew the doors he is able to open, no doubt you would be all staying there... Or when you arrive in a restaurant in Paris and get the best table, of course it happens because you stay at Le Bristol and the concierge called to make sure... ![](https://storage.ghost.io/c/26/f6/26f649ef-72dd-4505-afc3-b4a194ea3c7b/content/images/2026/11/GoringSept2020028.webp) the Goring, London ### Because great service still matters To me, great service is the core of the perfect stay. And that's why I love my job so much. We could discuss what is most important for hours... Of course there is: - the quality of the room - the food - the location - the gym (and if possible a pool) - housekeeping and laundry service (and I love the overnight complimentary shoe shine service) A smooth arrival, especially without a formal check-in, makes a real difference. So does a welcome note, and nice welcome amenities. A fruit basket ? It has become quite common. There are greater ways to make a difference. ![](https://storage.ghost.io/c/26/f6/26f649ef-72dd-4505-afc3-b4a194ea3c7b/content/images/2026/11/IMG_2364-1.jpeg) One of the many welcome amenities at la Réserve Genève ![](https://storage.ghost.io/c/26/f6/26f649ef-72dd-4505-afc3-b4a194ea3c7b/content/images/2026/11/IMG_2365-1.jpeg) As well as embroidered caps and a choice of pillows... Would you like to know my favourite perk? Embroidered pillow cases! So I cannot wait for my next stay at the Browns in London. I had the funniest lunch with Richard, the GM there, joking about this. Let's see how it goes...!! and there will be no pictures of what's on my pillow....!!! *It also becomes interesting when you start asking for unusual things, which I do a lot for myself:* - *I like the bathrobe to be my size, not in XL!* - *I sleep with 2 duvets ... yes I need an extra duvet on top of the regular one* - *I swim very early everyday (at the Royal Mansour Casablanca they opened just for me before the opening time, I was impressed and pleased)* *How a hotel handles these unusual requests is always interesting ... Will it take an hour to bring the 2nd duvet, or just a few minutes? You see my point.* When it comes to crafting luxury experiences, little things are not random. Great GMs and their teams make anything happen, seemingly magically, but after having carefully planned and thought through all the little details, so your stay is completely worry-free. I'm always here for you when you need to find those magical places, where your stay will be above and beyond. Victoire