GM INTERVIEW: Ritz-Carlton Riyadh

Only a few months into the life of Ritz-Carlton’s first property in Saudi Arabia, general manager Jean-Francoise Laurent says that his staff are the key to success

It was at the tender age of five that Jean-Francoise Laurent started working in the “very high-end” chateaux his family ran in France. His father — and his father, before him — was a renowned French chef, sharing his kitchen with his young son, who was eager to learn.

“I was peeling vegetables and rolling chocolate truffles,” he explains. “I spent my weekends in there, though I was at school, and I was not yet professional, just learning and spending time with my dad.”

Becoming a chef was “very natural” for Laurent, but it was a logical step to becoming a GM. While working in Mauritius he was “lucky to meet” hotelier Philippe Requin: “He was my mentor, basically.

He helped me a lot and, at that time, I was a corporate chef for a small group. Then I had the opportunity to manage, at the same time, a 60-room hotel on the coast and I really enjoyed that.”

After 12 years in Mauritius, Laurent had his first taste of the Middle East, moving to Saudi Arabia to become general manager at the Court of H.R.H Prince Abdulaziz Bin Fahd for three years: “That’s one of the reasons why, when Saudi Arabia came up on the map, I didn’t hesitate one second. I embraced the challenge, because I know a lot of people here in Saudi Arabia.”

He adds: “It’s also nice to work in a multicultural environment with all different nationalities in our hotel — that was a key motivator.”

It is with his guests and staff which he spends most of his working day. “I spend 75% of my time out of the office, on the ground with the teams to ensure I visit every apartment every day.”

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Laurent makes the effort to meet every staff member at the hotel on their first day, as well as at orientation and training sessions and swears by his open-door policy for all staff, whether they have a personal- or work-related problem: “They feel really looked after.”

He adds: “The Ritz-Carlton is more than a luxury hotel, it is a place for inspired and talented people to find opportunities for growth all around them.”

However, the hardest aspect of opening Ritz-Carlton’s first property in Saudi Arabia was, as many would expect, recruitment. “There is a natural apprehension coming to work in Saudi Arabia but, not surprisingly, when people come and spend a little bit of time, they realise it is not such a bad place.”

He explains that attitudes of Saudi nationals towards hotel work are also changing. The hotel has exceeded its Saudisation target of 30% already, and not one has left. “They are amazing people, it’s a pleasure to work with them. They have a great sense of humour, they are dedicated, and very eager to learn and grow.”

Since opening, the hotelier says that Ritz-Carlton Riyadh has been “put on the map”, but they’re continuing to improve. “It has been a great opening so far — everyone coming is different and, from everyone different, we can learn something different.”

He puts the success of not only the hotel, but Riyadh and the country itself as a key business destination, down to investment by both the Saudi government and private corporations — his main two sectors, followed by domestic leisure.

“Saudi Arabia is enjoying a strong growth and our sector is witnessing an increase in demand and many, many companies have ambitious expansion plans.”

Its 493 rooms are a “challenge”, but he says it is a “majestic property in a prime location — the Arabian peninsula”. “To me it is the most beautiful property in the Middle East.” He adds: “We hope that the Ritz-Carlton Riyadh will not be the last one in Saudi Arabia.”