Every month, the Hôtel West End**** puts the spotlight on one of its staff by asking them a few questions to find out about their job, their duties and what motivates them on a daily basis. This month, we’d like to introduce you to Anne Cohidon, Duty Manager

Can you introduce yourself ?

My name is Anne Cohidon, I’m 60 years old and I’ve worked in the hotel industry throughout my career. Today, I’m Duty Manager at the West End Hotel. My main role is to deal with delicate situations such as customer complaints when the department heads have been unable to resolve them. I act as a link between them and management, and as a mediator to ensure customer satisfaction. More generally, I look after the whole hotel, being both the eyes and ears of management.

What is your professional background ?

I started my career in Paris in a luxury hotel, where I spent many years. I gradually worked my way up to customer manager, looking after customer loyalty. What I loved most of all was the customer relationship : each exchange was a rich experience, an opening onto new cultures. Customers made me travel, and that made my job particularly rewarding. 

I then had the opportunity to join the West End Hotel as a seasonal Duty Manager. It was a new and stimulating experience, because the clientele was very different. The clientele is now mainly made up of holidaymakers, unlike the business clientele I used to look after. This has meant a real adjustment, particularly in terms of understanding customers’ needs and respecting their expectations, which are often influenced by their cultures and travel habits.

What are you most passionate about in your job ?

What I’m most passionate about is human contact. You have to like to please, be attentive to others and show customers that you’re there for them, in a genuine way, without giving standardised answers. I try to quickly identify the profile of each customer so that I can adapt and personalise my answers. This job requires listening, patience and an ability to anticipate needs to offer a unique experience.

What are your responsibilities at the West End Hotel ?

My tasks are varied and change from day to day. I welcome guests, meet them to make sure their stay is going well, and I’m always looking for ways to improve their stay. I also give my name to customers so that they have someone to turn to in the event of a problem, which reassures them.

I look after long-stay guests in particular by offering them special touches, such as a small gift, to make their holiday even more enjoyable and memorable. I circulate between the various departments to spot any problems or incidents, which I always kindly report to management so that they can be resolved quickly.

Every day is different. You have to be ready for anything : replacing staff if they’re absent, dealing with unforeseen events in the restaurant or even checking that the room doors are locked to avoid any incidents. When the hotel is less busy, I also take care of other aspects such as decoration or maintenance, always with a view to ensuring impeccable quality.

Could you tell us about the Christmas decorations you’ve put up at the hotel ?

In a word : festive ! I particularly love the front of the hotel, which I think is the most beautiful in the region. At the Hôtel West End, the aim is to create a warm and welcoming atmosphere, in keeping with the hotel’s unique history. Unlike other hotels, where everything can look the same, here, authenticity is paramount.

For the decoration, I first studied the space and recovered the previous year’s stock. It was a team effort : all the staff contributed and we dedicated a lounge to organising the decorations. The colour code chosen is traditional – red, gold and green – to evoke the spirit of Christmas.  

I added my own personal touch, while respecting the tastes of the management and the soul of the hotel. We had to think about guest comfort, avoid cluttering up the spaces and maintain a warm style, in keeping with the charm and history of the West End.

What is your favourite place at the West End Hotel ? Why or why not ?

My favourite place is undoubtedly the Salon Hermès, to the left of reception. With its fireplace, display cabinets and elegant furniture, this space feels like a cocoon, almost like home. It invites you to relax and dream, while offering modern comforts. The lounge is not too large, which makes it particularly cosy. Customers linger on comfortable sofas, in an atmosphere conducive to escapism.

What advice would you give customers to make the most of their stay ?

 I’d advise them to try out all the services the hotel has to offer : dine at the Le Siècle restaurant to savour refined cuisine, take advantage of communal areas such as the lobby, relax in front of the television or simply enjoy the proximity of the sea. The Hôtel West End offers a setting where you can take your time and enjoy simple pleasures. It’s a place dedicated to comfort, escape and a taste for the finer things in life.