A castle falling short of a caring Leadership - Area Les Crayères Reims - Trade Reservations
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😒 3/5 - A castle falling short of a caring Leadership
By 👻 @LeDiscerningTraveler, 05/23/2022 3:00 am
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The property is a stunning castle, former private home of the respected Polignac family and has been properly updated and decorated. Although this 5 stars property should have it, pool and a Spa are missing. The well kept park is apparently open to the public (we met several “visitors” ) and has gorgeous trees and ample benches to have a quiet moment and enjoy nature. There seems to be an endless staff for such a small hotel and the G.M. was in attendance, having met our party at arrival, albeit ostensibly dismissive at several occasions afterwards: I have met dozens of GMs of much more important hotels around the world (from Oberoi, Mandarin Oriental, Peninsula, Waldorf or Dorchester) just having stayed at Le Meurice in Paris the 2 nights before…and there were all simple, humble and accessible individuals: never have had I to deal with such pompous attitude (I am French born, I know attitude:): instead of being helpful or personable, he would come hover around our party with a smirk while making sure he was perceived to be too important to be asked questions or offer specific help: even fellow guest , movie star Catherine Deneuve who was staying there that night, was less dismissive of other people !This provincial GM probably confuses his leadership role (being humble, warm and available while carefully supervising service excellence by his staff ) with posing as the distant “Chatelain” with an obvious disdain for American customers: true leadership and class are all about making ANY guest feel the most important, not yourself , esp. when you do work in Hospitality and are supposed to lead by example…That’s probably also why he doesn't seem to personally address most customer reviews on this Tripadvisor site and lets “customer relations” reply… Thankfully, some senior staff –esp. Amelie- are mostly dedicated and professional, except maybe for the bar where an endless swarm of junior waiters seem to be running around too busy to care about your drinks (although we were only two parties/ tables having drinks at that time ). We dined at the brasserie du Jardin that is managed by a very friendly, professional and efficient Maitre D’ Lucas : dinner under the trees was simple and elegant, staff was very attentive, carefully managed. By mistake, we had been advised via email months earlier that the formal Le Parc would be closed for a special event , without any later update: yet that night, Le Parc was open as usual but since we already had made plans for la Brasserie and had upcoming dinner plans at several 3 star restaurants later on our trip - Ousteau, Troigros and Ducasse at Hotel de Paris) we didn’t bother switching and missed the experience… All in all, this delightful but overpriced property, supposedly a 5 star, definitely deserves a better spirit of hospitality and attentive leadership: hopefully, the Gardinier Group owners can realize and address the situation before this asset becomes known as an obnoxious and irrelevant old Lady of Hospitality...
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