Located along the Saigon River in Ho Chi Minh City, Le Méridien Saigon is an exciting luxury lifestyle hotel. The property serves as a vibrant hub where refined European flair meets the energetic pace of Vietnam’s largest metropolis, offering guests a distinctive perspective on the city. The hotel’s commitment to world-class experiences is underscored by its award-winning fine dining restaurant. It is with great pleasure that Mr. Lars Kerfin (LK), General Manager of Le Méridien Saigon Hotel, sits with Alexander Chetchikov (AC), President of the World Luxury Chamber of Commerce to discuss the future of luxury travel and what sets his leadership apart.
AC: Mr. Kerfin, congratulations on being named the Best Luxury Lifestyle Hotel in Vietnam. Le Méridien Saigon is clearly doing something very special. Could you describe your leadership and philosophy style, to maintain such consistently high standards of personalized service?
LK: At Le Méridien Saigon, our number one core value is to put people first. I firmly believe that when you genuinely care about your team, it naturally translates into exceptional business results.
My leadership philosophy combines passion and empathy with accountability. While ‘caring’ sometimes involves a bit of ‘tough love’, much like any parent would understand, I prioritize being present for my team, especially during challenging times. This support helps us build resilience and fosters the development of future leaders within our organization.
I strive to create an environment where every team member feels valued and empowered to deliver personalized service. By nurturing our people, we ensure that our guests receive the highest standard of hospitality that Le Méridien Saigon is known for.
AC: Southeast Asia is a dynamic market, but competition for affluent travelers is intense. What do you see as the biggest operational challenge currently facing luxury lifestyle hotels in Ho Chi Minh City?
LK: One of the biggest operational challenges currently facing luxury lifestyle hotels in Ho Chi Minh City is maintaining a unique and personalized guest experience amidst this intense competition.
As more hotels enter the market, it becomes crucial to differentiate ourselves not just through luxurious amenities but also through authentic, memorable experiences. This requires us to constantly innovate and adapt our services to meet the evolving expectations of discerning travelers.
Additionally, ensuring that our team is well-trained and aligned with our brand values is vital. High staff turnover can disrupt service consistency, which is essential in the luxury segment. Therefore, investing in our team’s development and fostering a culture of excellence is paramount to overcome these challenges and ensuring that we continue to exceed our guests’ expectations.
AC: AKUNA holds a consecutive Michelin Star. How important is high-end gastronomy becoming for the identity of a luxury hotel, and what is the future direction of your Food and Beverage programs?
LK: High-end gastronomy is increasingly becoming a cornerstone of a luxury hotel’s identity. A Michelin Star, like the one held by AKUNA, not only elevates our culinary reputation but also enhances the overall guest experience, making dining a memorable part of their stay.
Looking toward the future, our Food and Beverage programs will focus on three key directions:
- Creativity: We aim to push the boundaries of culinary innovation by introducing unique, seasonal menus that reflect both local flavors and global culinary trends. This ensures that our offerings remain fresh and exciting.
- Distinctiveness: We want each dining experience to be unique, creating themed events and immersive culinary experiences that resonate with our guests’ desires for more than just a meal. This could involve collaborations with renowned chefs and bartenders or special tasting events that highlight specific cuisines.
- Trend Alignment: Staying ahead of food and beverage trends is essential. We will incorporate sustainable practices, health-conscious options, and interactive dining experiences that appeal to modern diners who are increasingly aware of their choices.
By focusing on these areas, we aim to not only satisfy our guests’ palates but also create lasting memories that reinforce Le Méridien Saigon’s status as a premier luxury destination.
AC: How is Le Méridien Saigon adapting its technological infrastructure to anticipate and meet guest needs without losing the human touch?
LK: At Le Méridien Saigon, we recognize that technology plays a crucial role in enhancing guest experiences while maintaining the essential human touch that defines luxury hospitality. To adapt our technological infrastructure, we focus on three key strategies:
- Seamless Integration: We implement technology that integrates smoothly with our services, such as mobile check-in and digital room keys, allowing guests to enjoy convenience without compromising personal interaction. Our staff is always available to assist and enhance every guest’s experience during their stay.
- Enhanced Personalization: By utilizing data analytics, we can anticipate guest preferences and tailor our services accordingly. For instance, we track previous stays to offer personalized recommendations, ensuring that each guest feels recognized and valued upon their arrival.
- Training and Empowerment: While we embrace technology, we emphasize the importance of human connection. Our team undergoes training to use technology effectively while ensuring that they remain approachable and attentive. This balance allows us to provide efficient service without losing the warmth of personal interactions.
Through these approaches, we aim to create a harmonious blend of technology and human touch, ensuring that our guests enjoy a memorable stay that caters to their needs and preferences.
AC: We see a massive global surge in wellness travel. Beyond the traditional spa, how does Le Méridien Saigon integrate holistic wellness and physical activities into the overall guest experience?
LK: At Le Méridien Saigon, we are keenly aware of the global surge in wellness travel, and we strive to integrate holistic wellness and physical activities into our guests’ overall experience in several meaningful ways:
- Spa Services: Our spa offerings go beyond traditional treatments to include holistic wellness experiences. We focus on rejuvenation and relaxation through signature therapies that incorporate local ingredients and techniques, ensuring that our guests leave feeling revitalized and balanced.
- Wellness Cuisine: At Latest Recipe & BARSON, we emphasize wellness through our culinary offerings. We provide a menu that features nutritious and health-conscious options, focusing on fresh, local ingredients that promote well-being. Similarly, our Michelin-starred restaurant, AKUNA, also incorporates wellness elements into its dishes, ensuring that fine dining aligns with health-conscious choices.
AC: Vietnam is increasingly targeting high-yield tourist markets, what is your strategy for penetrating these diverse source markets and ensuring the hotel appeals to their varied cultural expectations?
LK: As Vietnam targets high-yield tourist markets, our strategy at Le Méridien Saigon is multifaceted, focusing on understanding and catering to the diverse cultural expectations of these guests through: Market Research, Personalized Experiences, Cultural Training for Staff.
AC: What role does environmental and social responsibility play in the day-to-day operations and future goals of Le Méridien Saigon?
LK: At Le Méridien Saigon, environmental and social responsibility are not just initiatives – they are integral to our daily operations and long-term vision. We believe that hospitality should create a positive impact not only for our guests, but also for the community.
On the environmental front, we are continuously enhancing our sustainability practices, from reducing single-use plastics and managing energy and water consumption efficiently, to sourcing locally whenever possible. We are Green Globe certified since last year and will continue to look for further opportunities. In September, we have changed to 100% sustainable sourced coffee throughout the entire hotel operation, which is on top of the already ambitious sourcing goals. Our goal is to minimize our carbon footprint while maintaining the highest standards of guest experience.
Socially, we take pride in fostering meaningful connections within our community. We support local artisans and suppliers, organize associate volunteering activities, and actively participate in Marriott’s Serve 360 initiatives, aiming to do good in every direction.
Looking ahead, our commitment is to continue innovating and collaborating with our associates, guests, and partners to make Le Méridien Saigon a benchmark for responsible and inspired hospitality in Vietnam.
AC: Finally, in one sentence, what do you believe is the single most exciting factor driving the growth of the luxury hospitality market in Vietnam right now?
LK: The most exciting factors driving the growth of Vietnam’s luxury hospitality market are the country’s dynamic blend of cultural authenticity and modern sophistication that continue to captivate discerning global travelers.
Thank you, Mr. Kerfin, for sharing these insightful perspectives on Le Méridien Saigon and the future of luxury hospitality in Asia. We wish you and your team continued success.
To learn more about Le Méridien Saigon, please visit: https://www.marriott.com/en-us/hotels/sgnmd-le-meridien-saigon/overview.
