Having watched Sofitel Dubai The Palm grow from bricks and mortar to the glamorous, French-flavoured escape it is today, Managing Director Christophe Schnyder is now leading the property on an exciting new phase. Immersed in Dubai hospitality for more than a quarter of a century, he has seen the city and its hospitality sector transform into a powerhouse that’s envied worldwide.
Christophe you have a long history in hospitality. How did you get into the business?
It was a pretty natural process because both my parents were GMs of hotels. For the first six or seven years of my life I lived in a hotel in Switzerland, so it was a great foundation. Being in the land of hospitality, I went to hotel schools in Switzerland. So with these three things combined, it was an easy choice to embrace the hospitality path when I completed my secondary studies.
You’ve been with Sofitel for nearly 12 years, what attracted you to the brand?
The project was very appealing to me. I had already done two pre-openings in Dubai including the Burj Al Arab, so it fitted very well into my career plan and ability. The second part was the brand. I wasn’t very familiar with Sofitel, but when I discovered its French roots and its international reach, it was definitely very appealing.
You have been in the Middle East since 1999. How have the demands and expectations of luxury travellers changed since then?
Connectivity. We cater to a younger five-star clientele nowadays who are a little bit more fast-paced than the more established clientele that we had before. They are looking for a fast response and sometimes, personal interaction is not really needed if they can book reservations through the app, so your WiFi and your technology needs to be working well. But something that never changes for luxury travellers is the expectations and the personalisation of service. Because when you pay a certain price, you have certain expectations.
Let’s talk about the Sofitel Dubai The Palm, it has undergone a reinvention with the Signature Collection offering up a new ‘whispered luxury’. Can you tell us a bit more about this new style — what does it mean and what experiences guests can expect?
With a total of 546 keys, our resort stands as a beacon of comprehensive hospitality excellence. Yet, recognising the challenges of a full-scale renovation, we strategically honed in on a singular product offering with the greatest potential for enhancement. Work started during the pandemic, when the demand for secluded sanctuaries became paramount. Thus, our focus crystallised on the expansive 700 square-metre, three-bedroom villas, serving as the cornerstone of our reimagined experience. Subsequently, our journey progressed to the unveiling of the Signature Collection suites, nestled within two bespoke buildings comprising 42 exclusive units, that were launched in November 2023. We collaborated closely with interior designers, taking into consideration our customer feedback, to ensure that the renovation resulted in a high-end luxury suite experience. While still honouring the resort's intrinsic French Polynesian theme, we embarked on a subtle evolution, infusing the ambiance with lighter hues and pastel tones, offering a serene retreat for our guests. Central to our reimagined experience is the concept of exclusivity, epitomised by the adults-only ambiance of the Signature Palm Suites. Here, solo travellers and couples alike find solace in an unparalleled getaway. Introduction of 24/7 butler service and curated rituals further amplifies the sense of tailor-made luxury, whether it be savouring breakfast in bed or delighting in a bespoke cocktail during the sunset ritual. The feedback from our guests thus far has been overwhelmingly positive.
Sustainability has become a major factor for travellers. Can hotels offer a luxurious experience and still be sustainable?
More often now, travellers are choosing a hotel that is making significant efforts to reduce its carbon footprint, especially the younger generation. It’s something we nurtured in the early stages of the hotel. Back in 2012 we were one of the first hotels to embrace the sustainable angle. Fifty per cent of our water is heated by solar panels that were installed when the hotel was being constructed. We have eliminated single-use plastic and bottle our own filtrated water in the resort, we have wall-mounted L’Occitane products, not single bottles, and it is very rare we would receive a request for extra units. We share our best practices with other hotels and companies. The resort has achieved the Gold Green Globe status and also the Gold Tier Dubai Tourism Sustainable stamp.
Hotel staff play a vital role in a guest’s experience. What makes the perfect Sofitel The Palm Dubai employee?
We have a superb team here, and I think big part of that is down to the opportunities we provide at the property. We prioritise internal growth opportunities, fostering a culture where advancement is encouraged and celebrated. This ethos is exemplified in our practice of promoting from within, ensuring that managerial vacancies are filled by individuals who possess an understanding of our ethos and standards.
Our team members, known as 'Heartists', embody the spirit of hospitality, with many proudly serving the property for five years or more. This continuity not only enhances the quality of service but also fosters meaningful guest connections, as returning visitors are greeted by familiar faces year after year. Central to our philosophy is the harmonious blend of warmth and efficiency, creating a consistent and memorable service experience for our guests.
What’s your definition of luxury?
For me, it is space: a bustling and happening environment if I wish to celebrate, or a quiet environment if I wish to relax and rest. Quality of sleep is important to me as well, provided by good quality bedding and no disturbances. I really feel the guests’ comments when they don’t get a healthy sleep because of various reasons; sometimes our fault, sometimes not our fault.
How do you unwind in Dubai?
I live on the property, so I can’t escape that much. But when I do, I love to walk. I’m a daily 10,000 stepper and I exercise regularly. Early Saturday and Sunday, you’ll probably find me on the Dubai roads either in my Harley Davidson or classic car. That’s escape for me. I also like to socialise and try out new dining venues in Dubai. As well, whenever I have the opportunity of a few cumulated days off, I travel back home or discover new destinations.
If you could travel to one place tomorrow, what destination would that be and why?
Switzerland is my frequent destination of choice, with Zermatt being a highlight on my itinerary, particularly during the summer months where I allocate two to three days for exploration. However, my travels extend beyond Switzerland; Italy holds a special place in my heart as well. The food, culture, and automotive heritage never fails to captivate me.
What’s next for you and Sofitel Dubai The Palm?
Our Signature Suites were launched in November 2023 and we are excited to roll out our five-year renovation plan once it is approved. As a brand, we are focusing on what we call the French zest, so initiatives celebrating the culture of France. In January, we implemented the croissant menu, part of our Haute Croissanterie programme. Sofitel puts a lot of emphasis on wellbeing and will be launching a new Art of Sleep programme including light meals, bespoke treatments and curated playlists. Then we will celebrate Sofitel’s Diamond Jubilee, with activations around art, culture and food. As for myself, I believe that potentially taking on a broader role with Sofitel in the future, such as expanding my knowledge to other hotels in the region, could be a natural progression.