Editorial Board   Guest Author

Mr. Gervais

Mathias Gervais

Executive Chef, The Setai, Miami Beach

Mathias Gervais, Executive Chef at The Setai, Miami Beach, is a prodigy in the world of fine cuisine. As one of the youngest chefs to make a splash on Miami's burgeoning culinary scene, Chef Gervais brings an extensive history of fine dining experience to The Setai. Chef Gervais has an impressive resume that rivals the credentials of the most recognized chefs in the world with international culinary experience at five Michelin star-rated restaurants in France, Italy and Monaco. Holding Chef de Cuisine and Executive Sous Chef positions in the world's top kitchens, Chef Gervais honed his culinary skills working alongside renowned chefs including Annie Feolde at three Michelin star rated L'Enoteca Pincchiorri in Florence, as well as Joël Robuchon, Christophe Cussac and Takeo Yamazaki at the Hotel Metropole in Monte Carlo, Monaco, in the hotel's one and two Michelin star rated restaurants. Chef Gervais, who is originally from the south of France, specializes in a mix of French, Italian and Japanese cuisines with a focus on traditional gastronomic Japanese flavors. As Executive Chef of The Setai, Chef Gervais focuses on the hotel's foundation of Asian simplicity embracing an uncomplicated approach to the dining experience that creatively combines flavors while showcasing the singular quality of ingredients. His fundamental understanding of the hotel's Far East- and European-inspired offerings sets the stage for the creation of innovative concepts using every tool in his culinary repertoire, including the wok, steamer, tandoor and rotisserie. Chef Gervais travels to Japan frequently to visit family and friends where his interest in Asian-inspired cuisine transformed into a passion evident in his culinary style.

Please visit http://www.thesetaihotel.com for more information.

Mr. Gervais can be contacted at 305-520-6000 or mgervais@thesetaihotel.com

Coming up in April 2019...

Guest Service: A Culture of YES

In a recent global consumers report, 97% of the participants said that customer service is a major factor in their loyalty to a brand, and 76% said they view customer service as the true test of how much a company values them. And since there is no industry more reliant on customer satisfaction than the hotel industry, managers must be unrelenting in their determination to hire, train and empower the very best people, and to create a culture of exceptional customer service within their organization. Of course, this begins with hiring the right people. There are people who are naturally service-oriented; people who are warm, empathetic, enthusiastic, pleasant, thoughtful and optimistic; people who take pride in their ability to solve problems for the hotel guests they are serving. Then, those same employees must be empowered to solve problems using their own judgment, without having to track down a manager to do it. This is how seamless problem solving and conflict resolution are achieved in guest service. This willingness to empower employees is part of creating a Culture of Yes within an organization.  The goal is to create an environment in which everyone is striving to say “Yes”, rather than figuring out ways to say, “No”. It is essential that this attitude be instilled in all frontline, customer-facing, employees. Finally, in order to ensure that the hotel can generate a consistent level of performance across a wide variety of situations, management must also put in place well-defined systems and standards, and then educate their employees about them. Every employee must be aware of and responsible for every standard that applies in their department. The April issue of the Hotel Business Review will document what some leading hotels are doing to cultivate and manage guest satisfaction in their operations.