InterContinental Gèneve

IHG Geneva’s Les Nations Bar

Leadership in Action

Famed for being the hotel of choice for diplomats and celebrities alike, the InterContinental Geneve is internationally renowned. Business Enquirer sits down with experienced hotelier and InterContinental Genève’s General Manager, Hans Heijligers, to discuss how “ultra-luxury” is changing.

Opening in 1964, InterContinental Genève was the second hotel of the InterContinental brand to launch worldwide. Now, InterContinental is the largest luxury hotel brand in the world, making up one of 17 brands under the IHG umbrella, including Crowne Plaza, Holiday Inn and Hualuxe. Found in the heart of Geneva, the InterContinental is just 500 metres away from Palais Des Nations, the UN offices. The hotel has established itself as the perfect hub for diplomats to meet, work and rest.

“One of our USPs is our meeting spaces,” shared hotel General Manager, Mr Heijligers, “they have great capacity, are flexible, and offer lots of natural light”.

The hotel is a one-of-a-kind experience, designed by International Design Hall of Fame member, Tony Chi. As well as plenty to look at inside the hotel, the InterContinental Genève offers spectacular views of the city, its lakes and mountain ranges.

The most unique feature of the hotel is its penthouse, The Residence. “The Residence offers an ultra-luxury experience,” said Mr Heijligers, “it was designed to entertain Heads of State, and features two kitchens, a bar and two hammams”.

InterContinental Genève

Sharing a floor with The Residence are eight further rooms which can be connected, meaning the entire 18th floor can be exclusively rented. Previous guests have used these to house staff or whole families.

Further to these rooms, the InterContinental Genève offers many suites which can be connected, allowing up to 17 guests of the same party on one floor.

Ultra-Luxury

“It’s important for us that our guest’s experience starts from the minute they land on the tarmac at the airport,” explained Mr Heijligers.

This experience includes (for those staying in The Residence) a limousine on arrival, private elevators, a welcome team, and private shopping experiences. “We can even arrange for the boutiques to come to you,” said the General Manager.

Everything at the hotel is well thought out and deliberate, even down to the cobblestone drive. “When you experience being driven over tarmac then to cobblestones, there is a cosiness, a feeling of homecoming - this is what we want our guests to feel on arrival,” explained Mr Heijligers.

Keeping up with the clientele

One of the challenges for all hotels offering a super luxury experience to guests is what luxury looks like in the 2020s. “When this hotel was established, luxury was having bigger rooms, bigger beds, the best TVs and luxury bathrooms. These things are all now easily attainable for our clientele at home,” said Mr Heijligers, “so our challenge is to understand what offers our guest luxury, and to constantly move with the changes”.

Mr Heijligers has identified that for the clientele of the InterContinental, ultra-luxury is found in the experience offered, rather than the product itself. Ultimately, this comes down to the hotel’s employees.

The presidential suite at The Residence features an iconic view of Lake Geneva

Travel & Lifestyle

Travel & Lifestyle

A glimpse into the bathroom of The Residence’s presidential suite

InterContinental Genève

An art form

“I think it can go unnoticed, but, in my opinion, being a good hotelier is an art form,” shared Mr Heijligers, “it’s a talent to be able to get a quick understanding of your customer’s profile, their wants a needs and then finding a way to fulfil that”.

Mr Heijligers explained that when it comes to recruitment at the hotel it’s largely based on personality fit. “Trade skills can be taught, but you can’t teach someone to have the right attitude towards customer service,” he said.

The General Manager also highlighted emotional intelligence, curiosity and a love for people as key traits he looks for in potential employees.

“I believe your business will be successful if you support your people in living out their aspirations,” he said.

A distinguished gentleman

When it comes to hotel experience, Mr Heijligers has an unrivalled CV.

Having started his career in his home of Amsterdam in the Amstel Hotel (now, by chance, an InterContinental), Mr Heijligers started travelling for work in 1985, taking him to hotels in 12 different countries. Most of his experience was in Africa and Asia, but all of which were in luxury hotels.

As well as being hands on in Front of House GM roles, Mr Heijligers has also taken on corporate hotelier roles in Jumeirah and Singapore. Mr Heijligers joined InterContinental in 2014 in Japan as a Regional Manager, progressing on to become the Head of InterContinental Japan. “It is one of the most exciting and thrilling roles I have ever had,” shared Mr Heijligers, “it was interesting, inspiring and rewarding”.

During his time in Japan, Mr Heijligers played a key role in developing and undertaking many strategies.

“As I’ve developed in the industry, I realise how important diversity is not only for our employees, but for our clientele and the hotel’s success,” said Mr Heijligers, “We made big investments into people and diversity during my time in Japan”.

IHG now has fantastic leadership and diversity programmes, which has ultimately led to six female General Managers in Japan. During Mr Heijligers time in Japan, IHG implemented a clear growth strategy for inbound travel, “I saw irreversible change whilst I was there,” he shared.

After 7 years in Japan, returning to Europe has been a welcomed change.

Hans Heijligers, General Manager

InterContinental Genève

Leadership style

During his years in leadership, Mr Heijligers has gained an understanding of his own leadership style, expressing how it has continuously evolved.

“I think what is crucial is honesty, both with yourself and with others,” he said. “Firstly, it is the ability to be honest with yourself and being able to question yourself, that can be very difficult. Then, it is being honest with your colleagues. Sometimes they may not be right for the role or the environment - how can you support them to evolve into another position that is better suited?”.

It is clear, too, that Mr Heijligers believes respect for others is important for business. “Always prepare yourself. No one person is the same, and everyone deserves the respect to be treated as an individual,” he said.

Mr Heijligers also highlighted how over time he believes he has developed a more inclusive viewpoint, is less afraid of showing vulnerability, and thrives in watching others achieve their aspirations.

Contemporising history

It is to state the obvious that the travel and tourism sector was grossly affected by the pandemic. Mr Heijligers described to his colleagues that returning to work would be like “getting back into the gym”.

The pandemic forced IHG to become innovative and creative, something which Mr Heijligers anticipates will be needed in the hotel’s development in the next 3-5 years. “InterContinental Genève has a fantastic history. Our next step is to explore how we take this amazing history into the future, creating a new, contemporary version of this wonderful hotel”.

www.geneva.intercontinental.com

Travel & Lifestyle