Customer Experience
An Interview with Hervé Mazella
I’m proud to share my first interview with a dear friend and gracious human being, Hervé Mazella, the General Manager of the iconic Park Hyatt Tokyo. I hope this brings you joy and sparks some wanderlust...I know it did for me.
It’s hard to accurately capture the special place the Park Hyatt Tokyo has in the hearts of those who have had the privilege of staying there. My first visit was in 2004, not too long after Scarlett Johannson and Bill Murray starred in Lost in Translation (a great movie to re-watch, BTW).
Imagine whisking your "special someone" away for a celebration (in my case, it was my wife), and hyping it up so much that there’s not a lot of room for error, holding it in impossibly high regard. These expectations are usually not met...unless you’re at this hotel. So much of that has to do with its legacy, the focus on timelessness, the Japanese concept of omotenashi, and, of course, the team, led by Hervé Mazella, the General Manager.
When you first meet Hervé, you’re astonished with his presence (and concerned that this is exactly the type of man your wife would run away with). Tall, handsome (immediately noticed and commented on by many), dressed impeccably, with English marked by a classic French accent. But, those are all “superficial” attributes. The real magic behind Hervé is his ability to be disarming, to put you at ease and to convey a sincere sense of warmth, whether you see him mingling with guests at breakfast or whether he comes by to say hello at New York Bar. Over the last six years, we have developed a friendship, largely driven by my fascination of how he leads an institution that seems to be permanently relevant.
Who are you and what led you to where you are?
I grew up in the south of France, where there were several high-end hotels. To me, the Chief Concierge role was a true representation of hospitality, making dreams come true, together with teams of waiters, chefs, and housekeepers performing like a ballet on stage. My father was a chef/owner of his own family-style restaurant, very passionate about genuine and heartwarming cuisine, as well as an event caterer. At home, we would regularly host friends, guests, and family members. Hosting has always been part of our lives. Therefore, early on I was exposed to the pleasures of food, genuine hospitality marked by sincerity, and an unpretentious good time. My childhood led me to pursue a career in hospitality, first by studying the subject in university and subsequently by working in fine dining, events, and ultimately hotels.
I had an early love for cooking, developed during my childhood. As I began learning more about the hospitality world, including the “art de la table” and culinary skills, the balance of creativity and precision in pastry-making left an indelible mark on me. I try to bring that approach (creativity and precision, or left- and right-brain thinking) into everything we do for our team and our guests.
Can you describe what an ideal customer experience consists of?
I am a true believer in doing the basics right. We tend to overcomplicate things, but for whom? Less is more. Sophisticated doesn’t mean complicated. Guests want us to understand what their needs are at specific moments in time. Even if you profile guest preferences, people come to hotels at different points in their life, or for different purposes. Preferences change...take the time to understand guests (or people in general).
“Never underestimate how impactful a simple ‘how are you?’, asked with empathy, eye contact, and patience, can be...”
Again, to the concept of omotenashi. It is a combination of anticipating others’ needs and giving without expectation of anything in return. When thinking about the ideal customer experience, we strive to be guided by this concept. The basics are embodied in our hotel design: blackout curtains that work completely, air conditioning vents placed such that the air never hits your face directly, and no fussy or extraneous decorative pillow cushions on the bed. Omotenashi is embodied in our service...for example, the thought of placing a bookmark on the open page and setting it back on the nightstand after a guest leaves it on the bed. We are not perfect, but we strive for this kind of attentiveness and anticipation in all of our guest interactions.
What is something that you’ve read that has impacted the way you think (from the distant past or recently)?
Reading emotions has become even more of a necessity living in different countries with different cultures. I learn from this every day. It is fascinating to observe experiences and put extra effort into better understanding our environment and people through "reading" emotions. It helps a great deal in a business that blends so many nationalities and cultures in the same place. When I say "reading" I mean observing and paying attention. One can learn a lot by simply taking the time to observe people and people's interactions. Learning how to adapt, respond and serve in a world is a necessary skill when most people have their eyes toward their devices or screens. We tend to get lost in our own world instead of observing what is around us.
What is the most memorable mistake you made that continually informs your thinking?
Assuming I knew better. I have learned to be wrong and it is a humbling feeling. It opens wider possibilities and lowers boundaries. Indeed I learned to be more humble when approaching situations, resulting in a better outcome.
I have also learned that what makes the greatest team is its diversity. A diversity of characters, opinions, styles, etc. We achieve so much more when we are able to make diversity work together. I feel it is part of a team leader’s responsibility to create an environment that allows diversity to develop, express itself, and work together.
Is there anything surprising that the pandemic has taught you? Something that you previously would not have believed?
It taught me lessons about the adaptability of people and business: unity, flexibility, care, and wellbeing. I have faith in humanity to adapt and evolve. Many people and businesses displayed a lot of ingenuity. I truly hope that this unity of making things better, making a better world, and all of the learning from this pandemic will be long-lasting.
What is the best part of your daily responsibilities?
I enjoy my commute to work, riding my bike through the narrow streets of Shinjuku and other Tokyo neighborhoods thinking about the day ahead. Meeting our team first thing in the morning is always a joy. There is a backbone of amazing clockwork behind the scenes. To add to that, each day is made of the variety of people we are dealing with and their uniqueness. There is always a multitude of situations to attend and respond to. Ultimately, we are here to serve people, which is one of the best parts of our daily responsibilities, and each day is a new exciting day for me.
From the days I scrubbed the floor to polishing silverware and cleaning pots...each of those moments helped in many ways to better and more humbly serve. Schools are setting a great foundation; however, it is the reality of the experiences that shape our ability to serve our guests better.
Describe how technology impacts your thoughts on customer experience.
While we highly value the evolution of technology, we should remain vigilant to protect human contact and connections. In a new world where technology becomes increasingly more prominent and “indispensable”, human interactions and relations are to be developed and treasured. Harder to build true team spirit or relationships without meeting in person, isn’t it? The golden rules of hospitality remain at the core, and it is how well we can combine these golden rules with technology.
Is there something that you’ve given up or changed that has impacted your happiness?
Previously, my inbox and messages may have set my pace and influenced the way I would work. This has now changed. I have learned to balance priorities and take active control of what sets my pace. Evolving and re-prioritizing have been beneficial to me and the people around me as well. I have gained more time to think and spend quality time with people.
Do you have a favorite, replicable workout or wellness activity or routine?
I have always loved eating and drinking...wonderful meals, nicely prepared. For me to continue enjoying these wonderful meals, I had to soon start taking care of my health as my age is slowly catching up with me.
I have started to introduce more of a balanced lifestyle. I still enjoy these wonderful meals; however, they are now prepared more mindfully and I exercise more frequently. It has not only helped me to feel better physically, but also to think more clearly and take care of others in a more meaningful way. I didn’t fully seize these benefits until I experienced them myself and wish to encourage others about the importance of wellbeing.
Less is more. I value quality over quantity--this is also something embedded in Japanese culture. They put so much care and dedication into everything they do.
What would you like to share with the world?
Life at times is not easy; it can be tough sometimes, even unfair...but it is still a marvelous and wonderful thing and we should take every opportunity to recognize that and treasure it. Each individual is different, has their own story, background, lifestyle, etc. We are all human.
“In French we have a word, entretenir ... translated to English it is to cultivate and nurture. I like to think of this in my relationships, regardless of whether they are on my team, with a guest, with a friend or in love. What can I do to nurture our relationship? Like adding wood to keep the fire burning. How to provide care and attention, and sometimes nowadays despite the distance, through small, sincere and meaningful gestures.”
Follow Hervé and explore the Park Hyatt Tokyo on Instagram.
*Omotenashi is Japanese hospitality. “Omote” means public face – an image you wish to present to outsiders. “Nashi” means nothing. Combining them means every service is from the bottom of the heart – honest, no hiding, no pretending. There is no surprise, then, that the spirit has its root in the traditional Japanese tea ceremony where tea masters face the audiences and make tea in front of them. Everything is open and clear. The idea is also largely defined by the poem by respectable tea master Sen no Rikyu: “Though you wipe your hands and brush off the dust and dirt from the vessels, what is the use of all this fuss if the heart is still impure?” Omotenashi, therefore, does not ask for flawless skills, but a pure heart – which leads back to these keywords: serve wholeheartedly. Source: Michelin.com