In this exclusive interview, Alexander Chetchikov, President of the World Luxury Chamber of Commerce, engages with Nicolas Pesty, General Manager of Sofitel Le Scribe Paris Opéra. Recognized as one of the world’s TOP 100 luxury hotels, Sofitel Le Scribe Paris Opéra offers elegance, history, and personalized service in the heart of Paris. Together, they discuss the intersection of heritage and innovation, the future of luxury hospitality, and how the iconic hotel continues to redefine distinction in service and experience.

Alexander Chetchikov: Sofitel Le Scribe Paris Opéra has a storied history and a profound connection to Parisian culture. How do you maintain a balance between preserving the hotel’s heritage and introducing modern touches to keep the experience fresh and relevant for today’s luxury travelers?

Nicolas Pesty: The hotel has been recently renovated keeping the spirit of the Haussmanian era and the feeling of the real, traditional Parisian apartment and the contemporary feel of the modern world. Additionally, while we have the service standards of a 5-star requirement, we provide experiences that touch the hearts of our guests with a lot of emotion which keeps them engaged with the brand.

AC: You emphasize the importance of personalized service as a cornerstone of luxury. Could you share some examples of how Sofitel Le Scribe Paris Opéra creates a truly bespoke experience for each guest?

NP: We call our bespoke experience, Cousu Main which means tailor-made in English. For example, a couple comes from far away for a leisure trip leaving their first child with the grandparents…. we put a picture of their kid in the room with a little note—a father-son trip to Paris for the first time. We found out they were coming to see a soccer game of Paris St Germain as they are fans. We put caps and shirts with the PSG logo in their room with a welcome note.

AC: With over 150 years of history, Le Scribe has established itself as a symbol of luxury. How do you leverage this heritage to create a distinct brand identity, and what advice would you give to other luxury hotels aspiring to build a lasting legacy?

NP: Tradition does not mean old! There is plenty of storytelling about our hotel from 1864 till today. We constantly link back the Scribe from today to stories from the past which brings a soul to our address! How funny, the brand logo is a link… it always mixes the French culture with a local taste or story. I believe that is what makes any luxury brand a lasting image.

AC: In today’s world, luxury travelers are increasingly conscious of sustainability. How has Sofitel Le Scribe Paris Opéra integrated eco-friendly practices into its operations, and where do you see the intersection of luxury and sustainability in the future?

NP: I believe there are 3 fundamental axes to keep in mind: plastic-free environment (elimination of one-time use items), reduction of water and electricity consumption, and finally food waste control.

AC: Sofitel Le Scribe Paris Opéra is unmistakably French in character. How does your team infuse the essence of French culture and joie de vivre into every guest interaction, and how do these elements help set your hotel apart from other international luxury brands?

NP: We nurture our love for good taste in music, literature, the arts, and food and beverage. We are focusing on those elements all over the world using the best of the local culture. All of this with the spirit of ambivalence and contrast characteristics of the French art de vivre. While other brands have a tendency to have a cookie-cutter approach in everything they do, we believe and respect the characteristics of our locations and the people.

AC: As a leader in the luxury hospitality sector, what do you consider the key qualities that define effective leadership? How do you inspire and empower your team to consistently deliver the exceptional service that guests expect at Sofitel Le Scribe?

NP: Each leader in the organization has a very important role to play. They must show total engagement so in turn; their employees show the same engagement toward our guests to create loyalty. Everything starts with leadership with a huge focus on emotional intelligence.

AC: In today’s luxury market, guests are looking for more than just rewards—they want meaningful experiences. How has your loyalty program evolved to offer more value and foster long-term relationships with your guests?

NP: We made our program easily accessible with meaningful attributes in the short term as well as a huge focus on the quality of service performance for our most loyal guests to nurture a long-term relationship where our guests are no longer satisfy but in love with our brand.

AC: Looking ahead, what do you think the future holds for luxury hospitality? How is Sofitel Le Scribe Paris Opéra positioning itself to lead or adapt to the next wave of trends, and what aspirations do you have for the hotel in the next decade?

NP: I am not saying anything new, the best investment is in our people. Giving them the tools, they need to make our guests fall in love with the Sofitel. To make this relationship blossom, we are going to work on 2 main axes: Emotional and operational Constance to bring us closer to perfect execution.

In this insightful conversation, Nicolas Pesty shared how Sofitel Le Scribe Paris Opéra blends its rich 150-year history with modern luxury, emphasizing personalized guest experiences and sustainable practices. By focusing on heartfelt service and embracing technology, the hotel continues to define excellence. To experience this iconic Parisian institution, visit https://sofitel.accor.com/fr/hotels/0663.html and book your next unforgettable stay today.