Since its opening in 2014, Bvlgari Hotel London made a real difference, breaking the codes of London luxury hospitality: its elegant and refined design has made of this venue one of the most luxurious places of the capital and a worthy representative of the famous Italian brand. The hotel service also reflects this exceptionality. Michael O’Neill, Company Director and human resources manager of Bvlgari Hotel London, explains today the essence of the brand, the qualities he is seeking in his future collaborators – personality and attitude – and the way the brand accompanies them. He is also giving us his view on the current recruitment stakes in luxury hospitality and the assets that make the specificity of Bvlgari Hotels: a deep authenticity focused on a service unceasingly redefining the limits of excellence.
Vendom.jobs – How did you come to choose a career in HR? In your view, what is the most rewarding part of this position?
Michael O’Neill – I am from Ireland, I come from a small village near Dublin. My experience of the hospitality business started at a noticeably young age, as my family owned a golf club, offering numberless facilities: restaurants, bars, private events… I used to spend a lot of time in the kitchen, at the reception or serving in the restaurant, taking care of guests. I had a very “operational” view of the activity at the time, but I also came to understand quite soon and quite well what people’s expectations could be and how well one has to act as an owner towards their employees. This is what I enjoyed the most: management and keeping teams happy and motivated to deliver the best possible service.
I studied Hotel Management in Ireland. After my degree, I pursued a Master in HR management. I really enjoyed studying HR, law, employee relations… After my studies, I joined the HR team at Four Seasons Hotels & Resorts, where I spent nearly 3 years, learning the Four Seasons way, which is all about service elegance, exceptionally fine details... I discovered what guests’ expectations from a luxury traveller’s point of view may be and the way to improve their experience. Later, an opportunity came up within Starwood Hotels & Resorts. I spent about 4 years and a half in that very different type of company: bigger, but HR-focused, with a quite cutting edge and very modern type of HR, very people-driven, but business-focused as well. The HR Director at Starwood had a very great understanding of how business operates.
Then, I had the opportunity to travel abroad and move to a remarkably interesting location: London, where I was offered the position of HR Director in the amazing company Bvlgari London. The job also consisted in holding the position of one of the company directors actually operating the hotel. My role is therefore two-fold: HR Director, as well as one of the two appointed directors working on behalf of the owner and managing the property. I also have my own business back in Ireland, a restaurant.
V. J. – How would you describe the current recruitment problematics in the UK? In your view, will Brexit affect recruitment?
M. O’N. – While there is still a lot of uncertainties, we probably did not see an immediate impact. I suspect there will be no real major consequence in this extremely fluid and very international industry. There will always be great opportunities, though we are currently experiencing a difficulty in hiring well-experienced professionals, used to delivering an ultra-luxury level service. In my view, this is due to the current lack of people entering the industry. I still believe, though, that if you are a good employer, if you act differently, by really putting people at the centre of your business, you can still attract people to this industry, which offers numberless career opportunities with amazing people. You can work with guests from all over the world: business guests, leisure guests, high-profile guests…
V. J. – What is your recruitment policy for Bvlgari Hotel, London? How do you find new talents? What kind of personalities do you seek?
M. O’N. – We are looking for people with values that match our brand, with a passion for delivering great service. People who have a passion for this industry, who want to be a part of it and are interested in working with us.
Of course, we offer great benefits focused on quality: salary – we tend to lead the market in term of compensations – great culture, optimal working conditions, an extremely inspiring managing team… We have an international and local scope. Our affiliation with hotel business schools all over the world is extraordinarily strong: we talk to students and take internships; many interns come back to us when they leave school.
In terms of personality, we are seeking good, genuine, informal, yet impeccable people, showing a passion for working at an extremely high level.
V. J. – Between two very similar applicants, what would make the difference?
M. O’N. – Genuineness, desire and passion for the job. I usually ask candidates whether they really want to be excellent and great. If they want to be “very good”, I think I will go for the “excellent”. I like ambitious, informal, genuine people, relaxed in their approach. When I interview people for our brand, I look for the connection. If we are going to work together for the next couple of years, we need to make sure that the connection is smooth on both sides.
V. J. – In your view, what are the common mistakes to avoid during an interview, especially within the luxury hospitality industry? Some pieces of advice?
M. O’N. – I would not use the term “mistake”. I would recommend not to show oneself in one’s own genuine way. As they generally are nervous, most people prepare the interview and the questions in advance, but their answers may not really reflect who they are. We want to get more personal. Sometimes, I think people are too prepared, in the sense that they choose the answer that they think you want to hear. I am looking for straightforward and genuine answers. Candidates need to be relaxed and show the person sitting in front of them who they are, what they stand for. If the connection is right, the candidate is going to have an amazing career.
For less experienced applicants, I would say that presentation is what really matters: when attending an interview, a candidate needs to stand out, be prepared and informed about the organisation. An applicant has to be elegant, groomed, manicured, well-spoken, with an optimal attitude, because we are seeking people with a real desire to work here.
V. J. – How would you describe the spirit of Bvlgari Hotels and, especially, Bvlgari London?
M. O’N. – The group is heir to the historic Italian brand. Sotírios Voúlgari was a Greek immigrant who landed in Rome in the 19th century. He became famous for creating beautiful jewels. In the 20th century, the brand was positioned as one of the most luxurious brands in the world. When observing a brand like Bvlgari, we understand why it is so precious: the amount of time spent creating beautiful pieces of jewellery is fundamental. The craftmanship and the act of creating unique pieces can be compared to candidates wishing to stay with us. We craft their experience, by making sure that we understand them: what they like, what they do not. We really try offer them a custom experience.
Our values could be summarized as follows: authentic, genuine, grateful, with a tradition of excellence. Our brand is very subtle and elegant, just as the feeling we want our hotel to convey. We offer what we call an “informal yet impeccable” service. Our staff is very relaxed but achieves a level of service in a constant excellent way. This hotel’s working dynamics and culture is possible because we are a group of people continuously pushing forward to achieve our best in a very friendly, conscientious and collaborative way.
V. J. – Ever since Bvlgari Hotel London opened its doors, it wrote a new page for luxury hospitality in London with an outstanding design, unique amenities, etc. What would be your own definition of luxury?
M. O’N. – My personal understanding of luxury is all about human touch, about care. It is all about someone or a group of people, who really look after you, anticipate your needs and your expectations, create an experience for you. Whether it is a five-star hotel or your local corner shop, what really matters is to give a luxury experience whatever the business.
To me, luxury also translates into having time in your life to experience things and take the time to do what you wish to do.
(Photo credit: Bvlgari Hotel London)
171 Knightsbridge
London SW7 1DW, UK
+44 20 7151 1010
