“I joined Frasers Hospitality because it presented an exciting opportunity to broaden my professional horizons,” says Rebecca Hollants Van Loocke, COO EMEA, Frasers Hospitality, a world leader in luxury serviced apartments and residences.
Hollants Van Loocke’s previous role saw her overseeing the group’s European operations, but in her expanded role, she’ll also be looking after properties in Africa and the Middle East and shares her excitement about working across diverse regions and cultures. “Frasers Hospitality’s exceptional product quality was a huge draw for me. From an outsider’s perspective, the products and services offered are innovative and promising, making the company a compelling choice for my career,” she adds.
The long-stay market is booming, with travellers opting to relax in a home-away-from-home setting for weeks at a time to truly experience the culture of a destination instead of taking quick weekend breaks that often feel rushed. From the award-winning Capri By Fraser Phnom Penh in Cambodia, with its Khmer-influenced design features, to the Fraser Suites Hamburg in Germany for a cultural city holiday in a heritage building, the team at Frasers is meticulous about ensuring their properties raise the bar in terms of design, heritage, and comfort.
“As a child, I used to be nervous when travelling. I vividly recall a warm and welcoming receptionist at a hotel where I stayed when I was just seven years old. Her friendliness and hospitality made my nerves vanish and I instantly felt at ease and welcome. It was at that moment that I realised I wanted to be a part of the hospitality industry, passing on that same sense of comfort to others and providing memorable service,” shares Hollants Van Loocke.
She talks about how the hospitality industry is unique in its ability to offer rapid learning and growth opportunities for dedicated individuals who have a passion for service. “Whether it’s the chance to explore new places, gain insights into people and the world, or simply open doors to various opportunities, this industry has a lot to offer. I couldn’t recommend a more fulfilling career path” she said.
LLM writer Ina Yulo Stuve chats with Hollants Van Loocke about working across different cultures and where she’s off to on her next holiday.
The idea of luxury travel has changed over the years, especially since the pandemic. What does a luxury holiday look like to you?
For me, luxury travel is all about creating a personal connection. I value feeling connected to the destination, the accommodation, and the people there. I prefer having my own space and appreciate it when my privacy is respected without being overly attended to. What truly enhances a luxury holiday experience for me is when the team understands and caters to my individual preferences, offering a tailored experience.
Personal recommendations, whether from friends, family, or word of mouth, have a significant influence on my luxury travel choices. I’m more likely to explore a place when someone I know and trust has had a great experience and believes I would enjoy it too.
What’s the feeling you want all guests to have upon stepping foot in a Frasers property?
Our goal is to provide guests with a unique blend of style and substance, ensuring a highly personalised experience tailored to their preferences. We take pride in offering service that is not only efficient but adaptable, whether guests prefer a discreet, low-key approach or a more engaging interaction.
We strive to create an atmosphere where guests can readily sense happiness and positivity exuded by our team members. The presence of friendly team members is always a positive indicator for me, and I hope we consistently deliver this atmosphere. Ultimately, we aim to make our guests feel completely at home in a high-quality environment that is both functional and well-suited to their business or leisure needs, all while ensuring their safety and security during their stay.
Your brands cater to all different types of guests. Why do you believe your guests opt for a Frasers property instead of a more traditional hotel experience?
First and foremost, our properties offer more space, granting guests room to spread out and make themselves at home, whether they are staying with us for business or leisure. Additionally, the availability of fully-equipped kitchen facilities empowers our guests to enjoy the convenience of home-cooked meals and a sense of flexibility. Our properties also offer a personalised, unique experience, meticulously catering to the individual preferences of our guests. Finally, the versatility in the length of stay and the inherent adaptability of their design make our apartments ideal for both short visits and extended stays.
Your career has spanned multiple continents and properties. How are you leveraging these experiences when it comes to your expansion in the Middle East?
When it comes to expanding in the Middle East, I leverage the insights I’ve gained from interacting with diverse cultures, religions, languages, and work methodologies. Engaging with people from different backgrounds has enriched my understanding of the history and culture of various countries. This knowledge is invaluable in comprehending the context within which our properties operate, allowing me to align with the expectations of our stakeholders. To me, success is rooted in building trust with our employees and partners, which, in turn, nurtures stronger relationships and facilitates open and transparent conversations.
Did you have any key learnings dealing with high-profile guests whilst working at Grosvenor House?
I make a conscious effort not to treat high-profile guests any differently because, ultimately, they seek many of the same essential elements as any other guest when staying at our property, including safety, security, and comfort. As I mentioned in the previous question, it’s crucial to delve into their context to gain a deeper understanding of their expectations, which we can then effectively address. While their specific needs might vary, such as having an organised schedule during their stay, we are more than willing to accommodate such requests as it contributes to their overall comfort and satisfaction during their time with us.
Sustainable luxury travel has been on the rise as travellers opt for holidays that are not only kinder to the planet but also support local communities. How has Frasers Hospitality supported this move towards eco-friendly hospitality?
At Frasers Hospitality, we wholeheartedly commit to making a positive impact on the environment and the local communities. Our sustainability objectives, first set in 2020 and updated in 2023, are a roadmap to propel the organisation through various initiatives to achieve multiple goals in the short and long term.
A central focus for us is ‘Focusing on People’, a principle I believe to be crucial. We acknowledge that local communities are vital stakeholders. We are aware of how our operations affect these communities’ well-being and development, and we actively engage them to foster shared progress. By aligning our efforts with local communities, we enhance our success and contribute to the sustainable growth of areas where we have presence. This cooperative strategy fosters economic, social, and environmental sustainability, ensuring that our properties and their surrounding communities can grow together.
Where are you off to on your next holiday?
For my next holiday, I’m planning a trip to France. The country holds a special place in my heart, I love its rich culture, stunning architecture, and picturesque towns and villages. What I appreciate most is the contrast it offers to my everyday life: the opportunity to find a peaceful, local abode where I can fully immerse myself in the culture that I hold dear. I’m looking forward to enjoying the simple joys of life, tranquillity, and the chance to be surrounded by nature.
Factbox
Website: frasershospitality.com
Instagram: instagram.com/frasershospitality
Photography courtesy of Frasers Hospitality.
