In this exclusive interview, we delve into the world of hospitality with the passionate and experienced General Manager of Made in Louise, a consistently top-rated boutique hotel in Brussels. From his early days in revenue management to building his own hospitality empire, Martin shares his insights on creating exceptional guest experiences, navigating industry trends, and the ever-present spark that fuels his love for the hotel business.

Give us an introduction into yourself and your experience in the hospitality industry

I have been in the hotel industry for over twenty years, since I graduated from the Hotel School in Lausanne. My expertise lies primarily in revenue management, with my first job back in Brussels at Conrad hotels working as Director of Revenue Management in both Brussels and Dublin. I was posted to Asia where I handled the opening of Conrad Bangkok and Conrad Bali. With a desire to return to Europe, I then worked for Design Hotels at the Headquarters in Berlin; where managed about 70 hotels mostly in the US and North South America. After 3 years I returned to Brussels and worked for Radisson Blu as Director of Revenue. At that point in my life, I was ready for a new challenge and eager to build something of my own. I have been independent for around 13 years and created the Made in Louise hotel 11 years ago together with my family, with exciting plans to open our second hotel in the heart of old Brussels in March 2024. I am as well participating in a project of an Ecolodge in the Acores.

Alongside my entrepreneurial endeavors, I also share my knowledge as a lecturer at the Hotel School of Namur and Vatel in Brussels.

What does a great experience look like at Made in Louise and what do you think makes it unique?

I'm often asked what sets Made in Louise apart from other hotels, especially since we've consistently topped Trip Advisor rankings for 10 of our 11 years in operation. And honestly, I don't think we're doing anything groundbreaking or revolutionary. Instead, it's a combination of my genuine passion for hospitality, my clear understanding of the ideal guest experience, and the dedication of my team that has made our success possible.

In terms of being unique, I think the most important thing is the energy I provide to the service. Continuous coaching of the team, coupled with empowerment by entrusting them with a lot of responsibility, is another key to success. I always strive to recruit passionate staff members who are proud of working for Made in Louise and take a lot of initiative. I have a clear vision, but I understand what my weaknesses are, therefore, I recruit people whose skills differ from mine so we can be stronger as a group and a hotel.

At first glance, the Made in Louise customer journey might seem straightforward. But it's the accumulation of small, thoughtful touches that make it unique.

What do you think are some of the major opportunities and challenges in the hotel market going into 2024?

2024 is shaping up to be an exciting year for the hospitality industry. With inflation seemingly levelling off, we're entering a period of relative stability, which hopefully means less unexpected hotel costs.

On the other hand, the desire to travel remains strong, and in Brussels, where we're located, there is a limited supply of new boutique hotel openings, keeping the competition relatively stable. A few emblematic hotels are set to re-open in the next 2 years which will bring visibility to the destination.

However, we can't overlook the ever-present unpredictability of global events. Even the slightest disruption can have a ripple effect on travel patterns. That's why we need to stay resilient and responsive, adapting our strategies and offerings as needed.

What do you think is exciting about the hotel industry at the moment?

I am passionate about hospitality in general. Seeing the sparkle in the eyes of our guests and their pleasure/satisfaction with the experience we have created for them is what excites me the most. Also, witnessing how the industry evolves with novel concepts and innovations, there is a lot to come in the year ahead.

What is the greatest piece of business advice that you’ve ever received?

Always hire people that are stronger than you. I seek to recruit people who have an ego, but not too much of one, just enough to make them creative and still listen to the team around them.

What is your favorite part of your job?

I am fully satisfied when I see both my staff and my guests happy.

Are there any sustainability initiatives you have integrated?

We have held the Green Key label for five years. We all understand the importance of integrating sustainability initiatives for the world, our guests, and our employees. From energy monitoring to social initiatives, we have implemented several actions that are continually evolving. Many of these ideas are actually initiated by our staff

Sustainability is always something I look at when choosing suppliers. We aim to use local suppliers, and I will always ask myself whether I would personally choose it and what impact they will have on the environment.

Creating a robust ecosystem and environment is achieved through coherence in selecting your suppliers and partners. One of our latest initiatives involves raising awareness among guests about water consumption. Guests will now have the ability to monitor their water usage during showers.

If Made in Louise had a theme song what would it be?

I would say Hotel California (Eagles)