Gerard Sintes Site

WELCOME
Bringing luxury hospitality to life

I am Gérard Sintès. I have been General Manager for some of the world’s leading luxury hotel brands for the past 26 years, with Shangri-la Group, One&Only Resorts, and Mandarin Oriental Hotel Group and Residences.

I started Gérard Sintès Consulting to provide hospitality advice to hotel owners and operators, whatever the project, whatever its size or scale. It might be improving luxury service; concept development; insights on effective management such as leadership and financials; or how to establish a culture at the heart of the organisation.

For all ventures I provide a complete, highly-personalised service – from project development to staff training. Which means I will work hand-in-hand with you to achieve your specific goals and desired outcomes. Whether new or old, traditional or contemporary, boutique or 100-plus rooms, independent or a group.

I very much look forward to working with you.

Gérard
services

Concept Development
My approach to concept development is highly-personalised based on your overall goals. You may want a totally new concept or a design update of an existing property. Using my years of experience in opening, renovating and managing large-scale hotels and their facilities, I provide a full service. It spans assessment of architectural plans to ensure optimal operational flow, to providing recommendations for the design of accommodation and food and beverage outlets.

Whatever you’re looking to create, I will ensure your concept fits the location, the local culture, the target customer, the budget and the size of the operation.

Management Support
With over 40 years’ experience in managing some of the world’s most iconic hotels – and the most successful restaurants – I fully understand the challenges in successfully running a hospitality operation. My key strengths include an ability to turn strategy into execution, the implementation of detailed plans, and constant innovation.

Key elements of providing management support include reviewing financials and budgets, establishing Key Performance Indicators (KPIs), improving leadership and coaching key individuals, establishing the desired profile of the workforce, reviewing hiring processes and training
Service Standards
Crafting service levels is central to creating a luxury brand. It Is how we deliver exceptional customer experiences and create those memorable moments that bring guests back again and again.

For existing properties, I audit current levels of service, define any problem areas and provide (and execute) an improvement strategy. For new ventures, I establish luxury service standards for each department, and create training modules which I can deliver if required.
Culture Creation
The concept, service and management hinge on a clearly defined culture, the DNA of any organisation. It represents the core values that define your organisation, from the outside in.

To create the culture you want, it’s important to define your purpose, your mission, your shared beliefs and values, your expectations and goals. And then find the right people, and train them on how to deliver the culture to your guests. This will ensure they provide that all-important consistency, the cornerstone of and luxury hospitality operation.

Coaching & Mentoring
My coaching and mentoring services are designed to help you achieve your full potential in the hospitality industry. I offer personalised guidance to develop leadership skills and enhance strategic thinking.

Whether you are a seasoned professional or new to the industry, I provide one-on-one coaching, mentorship programs, and practical advice. My goal is to empower you with the knowledge, skills, and confidence to excel in your role and achieve your professional aspirations.

Visual Storytelling
As part of my commitment to providing holistic solutions for hotel owners and operators, I’m pleased to collaborate with architectural photographer Olivia Bonnal-Sansoni and content marketing specialist Gillian Beal. Together, they offer a powerful blend of stunning visuals and strategic content that will enhance your brand and showcase your property’s unique charm,.
ABOUT
A life in hospitality

I have managed some of the world’s most iconic hotels – and the most successful restaurants too. My career started after I graduated from the prestigious Lausanne Hotel School in 1983. Then I went straight to Asia where I lived for a total of 15 years, most of those working with Shangri-la Hotels. That gave me first-hand experience of legendary Asian hospitality - in the 70s and 80s, it had the reputation as being the best in the world. I wanted to find out how it was done.

I progressed through the Food and Beverage ranks and in 1994 I was awarded my first General Manager position at Shangri-La’s Tanjung Aru Resort in Kota Kinabalu, Malaysia. I later managed properties for the group in Jakarta, Indonesia; Bangkok, Thailand and oversaw Myanmar.

I moved to the Indian Ocean and South Africa with One&Only Resorts as General Manager of One&Only Le Saint Géran Hotel, Spa & Golf Club Mauritius, and Opening General Manager of One&Only Cape Town, South Africa.

In 2010 I came back to Europe, where I joined Mandarin Oriental Group as General Manager of its luxury property in Barcelona. After close to five years, I moved to London as General Manager, Mandarin Oriental Hyde Park, London & One Hyde Park Residences. And after nearly four years there, I moved back to Spain to become General Manager & Area Vice President Operations at The Mandarin Oriental Ritz, Madrid.

Photo credit: Tom Watson
"Train people well enough so they can leave,
treat them well enough so they don't want to"
RICHARD BRANSON
Q&A

What makes a great hotel?
Great service, it is that simple. You can have the most beautiful hotel, but if you deliver mediocre service, it’s never going to be the experience your guests hope for. The interior design together with the quality of the offer (restaurants, wellness facilities etc) complete the service experience.
What defines luxury?
In hospitality, luxury is all about an overall unique guest experience. It is something we aspire to. It is about the level of service the guest receives, that highly-personalised attention. It is anticipating their needs – so you surprise and delight them.
What’s the secret of great service?
To create memorable service, team members must be always looking for ways to delight the guests, while management need to challenge and inspire their team.
What defines a property’s culture?
Vision. A clearly defined vision which everyone understands, and establishes the brand DNA. A vision aligned to delivering the desired outcomes.

Service. The vision defines the service levels required, the service standards.

Training. Employees ultimately deliver a property’s culture. That is why training and people development are so critical.
What did you learn from working with top chefs?
I’ve worked with some of the world’s most inspiring chefs – Quique Dacosta at the Mandarin Oriental Ritz, Madrid; Heston Blumenthal at the Mandarin-Oriental Hyde Park London; Carme Ruscalleda at the Mandarin Oriental Barcelona; and Alain Ducasse at One&Only, Le Saint Géran in Mauritius. You have to be very clear about your vision if you want them on board. The restaurant concept must fit with the desired hotel experience. The personality of the food and the chef have to be in line with the hotel’s personality.
What inspires you?
Making people happy.
Why is attention to detail so important in luxury hotels?
That’s how you surprise and delight the guests, that’s what they remember most.
contact
To contact me, fill in the form below and I will get back to you.
gsintes221@gmail.com
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