Regent's University London recently had the pleasure of hosting Franck Arnold, Managing Director and Regional Vice President of renowned hotel The Savoy. Franck, who has spent over four decades in luxury hospitality across the US and Europe, gave students a rare glimpse into the dynamic world of luxury hospitality management and the guiding principles behind The Savoy’s historic success.
A legacy of innovation and character
The Savoy, established in 1889, stands as London’s first purpose-built luxury hotel and is known for its pioneering spirit and timeless charm. Franck highlighted the hotel’s many firsts: from electric lifts and en-suite bathrooms to being the site of the first radio transmission from North America to Europe in 1923. Reflecting on the hotel’s unique location on The Strand, Franck noted that it’s a hub for theatre, art, and history, even offering views that inspired Monet’s paintings.
'Luxury is doing things differently,' he remarked, speaking to The Savoy’s longstanding tradition of standing out by embracing its character and heritage.
What defines true luxury?
Franck discussed the essence of luxury, which he described as 'choice, sophistication, and refinement.' that must be felt in every detail and every sense. The Savoy achieves this through its curated atmosphere, world-class service, and a commitment to innovation, even as it respects tradition. 'We constantly evolve,' Franck shared, 'but we never lose our soul.'
For Franck, 'the product is important, but without the service, the product dies.' At The Savoy, heritage and modernity intertwine, offering guests a luxurious experience that’s both timeless and ever growing.
A people-centric approach
Central to The Savoy’s philosophy is a focus on people - guests and staff. With a team comprising 54 nationalities, the hotel mirrors the diversity of its clientele. Franck touched on The Savoy’s 'reverse pyramid' management model, which empowers employees at all levels and emphasises trust, collaboration, and accountability. 'Our staff are our most valuable resource,' he shared, noting that happy employees are key to happy guests. This people-first culture extends to guests, whose feedback helps continually refine the hotel’s offerings in a commitment to guest satisfaction.
Sustainability and innovation for the future
As the industry evolves, The Savoy remains committed to sustainability, with goals to achieve carbon neutrality and reduce single-use plastics. Franck discussed the role of technology and AI in optimising operations and minimising waste, but he emphasised that 'people are not replaceable.' In luxury hospitality, human connection is paramount. 'Human interaction is essential in hospitality but indispensable in luxury,' he remarked, highlighting how emotional connections enhance the guest experience.
Crafting unique experiences
The Savoy’s unique character is enhanced through partnerships with renowned brands and its celebrated bar venues. From iconic dining experiences to the soon-to-debut Gallery lounge, the hotel offers guests a mix of traditional luxury and vibrant modernity. When asked why guests choose The Savoy, Franck said it’s 'the history around every corner' and the multisensory experience that sets it apart.
Inspiring tomorrow’s leaders to think differently
Franck’s talk was a source of inspiration for students interested in luxury hospitality. His advice was simple yet profound: 'We all have one chance at this, so take advantage of it and have fun.' Reflecting on his own journey, he encouraged students to think differently and embrace the industry’s challenges with creativity and dedication.
With insights on leadership, innovation, and the enduring importance of human touch, Franck Arnold’s talk was an invaluable experience, illuminating the art of luxury hospitality for the next generation of leaders.
Interested in a career in luxury hospitality?
Interested in a career in luxury hospitality? Discover our BA (Hons) Luxury Hospitality Management course, where you can gain hands-on experience at prestigious hotels - including The Savoy - alongside your studies. Learn more about how you can start your journey in luxury hospitality with us today!