Inner Circle

People First

Thomas Dubaere, Accor, is part of the Inner Circle, a group of industry leaders and innovators we have brought together to help us contribute to debate in the sector.

It goes without saying that these are unprecedented times. Our industry and, far beyond that, our world has been shaken to the core, disrupted beyond belief and has faced painful personal and professional loss.

However, I remain heartened by people’s capacity to support each other and to come together as local, national and global communities. In the midst of all this chaos I have seen great shows of strength and heart. This is what we in the hospitality industry do every day. During this crisis our hotels and teams have done what they do best; they have opened their doors and hearts to take care of people.

Together we have looked around our businesses and have seen opportunities to make a difference, to help people and to bestow hospitality at a time when it is needed most.

Social distancing is not a term that comes naturally to hoteliers. We are about connections, bringing people together, creating memories and experiences to last a lifetime. And despite everything thrown at us I am enormously proud that our industry has found a way to still do all these things, to remain true to the spirit of what we do every day. Our industry is committed to people and hospitality and this is more evident and important than ever.

Across the globe, the current need is for hospital beds and somewhere safe to sleep for those in crisis or fighting this crisis. The need is not for beds for travellers. I have watched with pride as we and many of you have responded to this.

Hotels across the world are supporting the needs of the government, healthcare and charities. So many of us have opened our doors to accommodate front line NHS and government designated key workers in our hotels and are also opening our doors to provide emergency support and safe spaces for those without anywhere else to stay.

Through government and charity partnerships, we have been able to provide safe accommodation for the homeless who are especially vulnerable during this crisis. Our teams have put themselves in harm’s way to help and protect the guests who occupy our hotels today – something I will never forget and I hope our future guests don’t either.

As our hotels closed, either due to a lack of guests or government mandate, we didn’t just grieve, we looked at our supplies and we fed those in need. Many hotels and restaurants have continued this long after their premises were closed. As hoteliers faced furlough they looked beyond their hotel walls to offer hospitality elsewhere, volunteering in droves to help charities and local communities.

I have been in the hotel business for 30 years. Never before have I seen our industry faced with such an incredible challenge. Yet I remain incredibly positive and proud. The way our sector has responded has proved its importance and demonstrates why it will come back stronger than ever. The reason is the same reason that has kept me in this business for 30 years: people.

People are the most important part of our industry; our talents; our partners and our guests. It is people who care; who connect; who create experiences; who create memories; who look at their businesses and think ‘how can I help?’ or ‘how can I do more?’. People are the heart and soul of hospitality. This truth remains and will always remain no matter the challenge we face. Protect our people and we will protect our industry. And to this point I remain grateful to the government in the UK and elsewhere in my region, for the financial support it has offered.

Their investment in our people will be repaid many times over as the industry prepares to rebound and help rebuild the national economies. As we have played our part during this crisis, we remain committed to playing our part in the future recovery. People have been and will always be the key.