To create a following for Cheval Blanc Randheli Maldives, General Manager Renato Chizzola relies on a word seldom heard in the industry parlance: Kindness.
At the resort, this shows up in big and small ways. Chizzola throws a guest who turns 70 years old a surprise dinner party, and the bigger surprise is it’s how the guest himself would have arranged it. His F&B Director Denise Matthijsse notices a guest has just finished exercising and immediately offers to get fetch him a glass of water or a drink. Any staff driving a buggy will stop to make way for a guest on a bicycle, even though there is plenty of room for both, and needless to say, there is always a cheery ‘Bonjour madam’ or ‘Bonjour monsieur.’
Generosity, consideration for others, humility and respect for one another are what kindness and Cheval Blanc are about, according to Chizzola. “For us, this attitude of kindness must permeate every aspect of the maison experience, so that guests feel genuinely cared for at every point throughout their stay. This is the ultimate form of elegance,” he said.
The kindness strategy – and an affectionate GM with boundless energy – softens the resort which, like an exquisite and flawless it bag, looks deliciously out of reach.
Chizzola said kindness is embedded in his personality but has flourished since he joined Cheval Blanc, which shares the same values. Ambassadors were picked to join the resort based on the same personality, their spirit of kindness similarly nurtured and encouraged. There is even a trainer from France to show staff the ropes of genteel living.
“The gift to spot the right talent and to nurture it is the key,” Chizzola said. “For this to work, management needs to lead by example, instilling the right mindset throughout the teams which, in turn, will extend their sense of hospitality and kindness toward guests.”
With the cheapest rate at the 45-villa resort being an unkind US$2,700, and a clientele that includes royal couples and sport superstars, Chizzola’s peers may scoff that it is easy to be kind. But Chizzola said it is all the more challenging to prove that the resort is never about “the bling bling.”
“We are a hotel brand of LVMH and that keeps us on our toes. Our vision is to deliver the European tradition of refined service in a humble, kind way,” he added. “We are blessed to have a group of customers who are willing to invest in a vacation experience. They understand that there is so much value in the rate we charge because of the quality we deliver, the generosity of our amenities and services, and the choices we make available to them at every moment of their stay.”
Chizzola added: “At Cheval Blanc Randheli we strive to create the perfect holiday experience for every person, and going the extra mile to achieve that perfection, whoever the guest may be. It is up to us to anticipate their needs and fulfill their often-times unexpressed wishes… If we achieve this, we are sure to receive kindness and gratitude from every guest in return, too.”
Chizzola said the resort had “a great first year with good RevPAR” although he declined to disclose details.
Contributed by Raini Hamdi