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The art of hospitality, today and tomorrow - Vatel

The art of hospitality, today and tomorrow

Richard Devos, the Restaurant Services manager for the past nine years at Accor, met Vatel students to tell them about his job and share what he does on a daily basis.


Richard Devos, who was the Restaurant Services manager for three years at the Hotel Mercure Ile de Nantes, has worked for the past six years at Mercure Nantes Centre Grand Hotel. Interview


What is your hotel’s client base?

Business during the week, families during the weekends and school holidays. Four airlines have also reserved 40% of the hotel every day.

Is your job the same as it was before, and in your opinion, will it be different in the future?

Hospitality changes to match its customers’ expectations. We’re always trying to “Wow” our clients, meaning that we always have to question ourselves to give them an experience that’s different from what they’d have at a neighboring hotel.


Internet is omnipresent and the image of restaurant services that are degenerating are, in my opinion, challenges to be addressed in the upcoming years.


What is your personnel definition of the French art of hospitality?

The French art of hospitality is the perfect blend between conviviality and professional conduct. Service must be irreproachable, whatever the hotel’s category is. What varies depending on the number of stars a hotel has, is the time granted to personalization of customer services.


In view of anticipating what our clients expect, Accor has created the ACDC program, “AccorHotels Customer Digital Card,” which is a data base of our most loyal clients where we list all of their preferences, so we can better prepare ourselves before they check in. 


©Mercure Nantes Centre Grand Hôtel

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