InterContinental Hotels & Resorts

Julien Berrut,

Julien Berrut is the Director of Guest Relations at the InterContinental Boston, a prestigious property with 424 bedrooms. With over two years in this role, Julien brings a deep passion for the hospitality industry, having been immersed in it from a very young age.

Julien is known for his strong adaptability and managerial abilities, coupled with an excellent eye for detail. As a perfect team player, he excels in communication and leadership. His specialties include coaching and helping others, leveraging his high intuition for analytical abilities, and maintaining a keen focus on details.

Elevating Guest Experiences through Tradition, Personalization and Proactive Care

I was born into a family with a rich heritage in the hospitality industry, growing up in Paris and having the privilege of being immersed in the vibrant world of hotels. From a young age, I was involved in various tasks around the hotel. The hospitality industry has always been a part of me. My father dedicated 50 years to our family business, maintaining a tradition that has flourished for over a century. We are the only Swiss family to own a hotel in Paris and I am proud to be the 4th generation carrying on this legacy. The 5th generation is already on its way!

I have been involved in hotel operations for over 15 years, working with renowned brands such as Hyatt, Accor, La Réserve, and Mandarin Oriental. Each company aspires to leave a legacy built on their unique heritage and I’ve learned invaluable lessons from all of them.

As a Director of Guest Relations, you are not only focused on guest satisfaction but also act as the cornerstone of the hotel, requiring seamless collaboration with every department to surprise and delight guests. To excel in this role, being proactive is essential. Understanding and analyzing your guests is crucial—whether they’re traveling for business, leisure or “bleisure.” Further categorization, such as families, couples, anniversaries, MICE or corporate stays, helps you tailor their experience.

Also, knowing the purpose of their visit is key. Simply ask the right opened questions upon their arrival or during their stay.

Once you’ve profiled guests based on their history and preferences, you can personalize their experience with unique, thoughtful touches.

For instance, I recall welcoming a family with a young girl wearing a dress covered in strawberries. During check-in, my front desk agent noticed the girl’s love for strawberries. My team and I coordinated with the Chef to deliver fresh strawberries to their room, accompanied by a little note.

“Loyalty and recognition programs are vital. It’s our responsibility to care for our most loyal guests. Over time, you’ll come to know their preferences and fulfilling them ensures they’ll not only return but recommend your property.”

Small gestures like these, especially towards children, are incredibly impactful. These kids will be tomorrow’s decision-makers—you don’t want to miss the opportunity to impress them. Creating memorable experiences also requires deep knowledge and seamless communication.

Today’s guests are often seeking unique, “Instagrammable” moments. For example, with help from our housekeeping team, we embroidered the initials of our most loyal guests on their pillowcases. When they entered their room, not only were the standard amenities like water, fruits and a welcome card present, but the personalized bedding made it clear they were truly expected and valued.

You don’t need to manage a palace or a five-star hotel to create unique experiences. The key difference lies in the level of commitment and attention to detail you put into every action and interaction. I vividly remember working as a concierge at Walt Disney World back in 2008. A family approached me looking for tickets to the exclusive “Dinner with the Princess” at Cinderella Castle—a dining experience where all the Disney princesses greet you at your table. This restaurant is usually booked six months in advance. It was around 8 a.m. and I promised the father I would do my best to secure a spot for the same day. Despite everything being fully booked, I refreshed the reservation page non-stop for about seven hours until a slot finally opened. I printed the tickets and I still remember the tears on the father’s face as I waved the tickets to him. Moments like these make the effort worthwhile.

To maintain a luxurious experience, flawless presentation is essential. Sensory marketing plays a big role—lighting, music, customized scents and impeccable cleanliness all contribute to creating the right atmosphere. Most hotels use personalized scents diffused through the air conditioning system and some even offer candles or small diffusers for guests to purchase.

Finally, loyalty and recognition programs are vital. It’s our responsibility to care for our most loyal guests. Over time, you’ll come to know their preferences and fulfilling them ensures they’ll not only return but recommend your property. For example, if Mr. Smith prefers regular Coke, why not remove the other sodas and place extra regular Coke in his room?

We know from statistics that repeat guests and even members tend to spend around 20% more. Loyalty also helps bring revenue to the property.

These small adjustments demonstrate thoughtfulness and help build lasting relationships with guests.

“If we don’t take care of our guests, someone else will”.