Park Hyatt Tokyo: An icon of hospitality

One of the most iconic hotels in Tokyo is the Park Hyatt in Shinjuku. Since it opened in 1994, it has become famous for its Sunday brunches at the New York Grill; it’s a favorite hotel for celebrities and was made internationally famous by the 2003 film “Lost in Translation.”

Occupying the top 14 floors of Shinjuku Park Tower, the hotel has 177 rooms including 23 suites, with floor-to-ceiling windows offering views of Tokyo & Mount Fuji, three restaurants, a lounge, two bars and a deli, while the Club on the Park Spa provides the ultimate in wellness & spa treatments.

Overseeing the Park Hyatt Tokyo’s operations is new General Manager Hervé Mazella who assumed his post in March of this year. Born in Provence, France, Mazella studied at a hotel academy in France before furthering his studies in hotel management in both France and Germany. He then received a Masters in Hospitality.

Mazella has a strong passion for cooking, especially pastry. He was awarded the Vice Champion prize at the 1998 “Desserts of France” competition and worked in Michelin-starred Relais & Chateaux properties in Provence and the UK, including the Waterside Inn under the famous three Michelin star Chef Michel Roux. He then joined the event sales team of an international hotel group in Monte Carlo, and worked on various projects within the same group in different countries over the course of eight years. In 2012, he joined Hyatt International in Hong Kong and was first appointed as Executive Assistant Manager – Food and Beverage before being further promoted to Hotel Manager of Grand Hyatt Hong Kong.

Japan Today editor Chris Betros visits Mazella at the hotel to hear more about life in the hotel business.

What inspired you to become a hotelier?

I grew up on the French Riviera. My father was a chef, so I used to help him from as early as I can remember. At home we would often host dinners on a long table for our guests. After being exposed to several luxury hotels on the Riviera, I wanted to become a chef concierge with the “golden keys.” A concierge is like a “magician” -- a true representation of what a luxury hotel is. The concierge makes things happen.

During my studies, on weekends, I used to do some part-time work in luxury hotels. I also developed a passion for pastry and was awarded Vice Champion at the “Desserts of France” competition when I was 18.

While I was studying at hotel school, I discovered the many fascinating aspects of the hospitality industry. I learned all the different expertise that was needed to compose a hotel team. One of my first jobs was being a night duty manager in a luxury hotel during the summer and I had the privilege to work with Cannes Film Festival. It was a fantastic experience and exposure for me.

Has the industry changed much since you began your career?

Technology and social media have changed the business, but the golden rules of hospitality have not changed. What we do today is the same as what used to be practiced, such as passion, empathy, care, attention to detail, carefully selecting the best product for our guests, anticipating their needs, etc. When guests arrive at a hotel, the curtains open and the show must begin. Each and every one of us has a role to play to make the guests’ wish come true. It is very much like a theater production.

What would you say are the Park Hyatt Tokyo’s strengths?

Our people. I spend as much time as I can with both guests and our team members to directly listen to their feedback and try to understand each individual better every day. There is not a day that I don’t hear from our guests that we have an amazing team who are so caring. We have many regular guests who are loyal Hyatt supporters. I believe we also benefit from a legacy of being the first international hotel in a magnificent building that has a nicely designed exterior as well as a unique interior design.

The hotel is celebrating its 22nd anniversary this year and we have several employees who have been here since the opening. We treasure our team of passionate professionals.

What did you tell this year’s new hires?

I tried to convey my passion for our beautiful industry and our purpose at Hyatt which is “Caring For People So They Can Be Their Best.” I wish to inspire the new graduates in the same way I was inspired by my mentors when I first started. We must make a continuous effort to inspire our team and strive for excellence.

What changes are you making this year?

This year we will be tweaking the restaurant Girandole a little to go back to the original concept — an elegant brasserie. We’ll keep the longtime favorite dishes and introduce some authentic and classic items you would only find on the menus at the most popular brasseries. For example, crêpes suzettes that will be made table side, various classic desserts (Paris-Brest), and a nice cheese and wine selection. The restaurant’s design will not change but we will work on improving its atmosphere by making it more vibrant.

What about the New York Grill?

The New York Grill is still very popular and it is not my intention to make changes to something that works. Our guests like it as it is. Of course, we always keep our finger on the pulse and keep it lively. We will have some promotions; for example, a renowned chef from New York will come later in the year for a period of time.

How do you get feedback from guests?

We have many ways of receiving feedback from our guests. We invite our guests to give their impressions through surveys after their stay and we also receive spontaneous feedback. We encourage our team to have genuine conversations with our guests to best understand their needs and expectations. Observing is also very important. You can learn a lot by paying attention.

How is the wedding business?

It is doing well. It is a good sign to see people getting married. There are many requests to organize flowers and special rings to be brought to the table for a marriage proposal at our restaurants.

We are not necessarily looking at doing many weddings, as our focus is on the quality of the experiences we deliver for this very unique moment for the wedding couples and their families and guests. Park Hyatt Tokyo is an intimate place. Couples who choose to have their weddings here, expect the highest level of attention to detail.

We organize many wedding events and just recently we held the “Masters of Weddings.” This was an interactive event where we had our chefs in the ballroom live-cooking for all the couples intending to have their wedding here. There was also a wedding dress fashion show in the spring and we are happy to share that we held our first LGBT wedding this year.

What is your management style?

It would be best to ask my team that question. I believe in being supportive and caring. I like to be here to support the team and to be involved in hotel life without being intrusive. I am fortunate to be surrounded by a team of professionals and experts. I like to spend time with our guests in the lobby and restaurants and also walk through the heart of the house meeting the team as much as I can.

How do you like to relax when you are not working?

I like to cook and host at home. I also enjoy exploring, traveling, and spending time with friends and family.

You could probably write a book about all the interesting things you’ve seen in hotels during your career.

No doubt, but one of those golden rules I mentioned earlier is discretion; therefore I would not be able to mention much to the public. Each hotel guest room encloses a person’s personal life and it is our role to protect those who put their trust in us.

© Japan Today