The Art of Perception

There are guests you never forget. Tell us about someone who has particularly stayed with you.
During my years at Grand Hotel Les Trois Rois, I’ve had the privilege of welcoming many remarkable guests. One such encounter stands out. One of our regular guests, a business traveller known for his high expectations of discretion and attention to detail, arrived one evening noticeably tense and quiet. Rather than following our usual routine, I chose a different approach. Remembering that he has always favoured a particular table overlooking the Rhine and that he had once ordered a specific Bordeaux no longer on our list, we sourced the bottle from our cellar and had his table ready, despite the restaurant being full. At the end of the evening, he thanks me personally. What had moved him, wasn’t the luxury – that you can find in many hotels – but the attentiveness and genuine interest in him as a person. That moment has stayed with me ever since.

What’s the most common misconception people have about your profession?
Many see only the elegant surface – the calm dining room, the polished service. What’s often underestimated is how much organisation, human insight, and responsibility lie behind it. As a maître d’hôtel, you’re simultaneously responsible for guests, staff, logistics, and the atmosphere of the entire room. Decisions are made in seconds. Conflicts are resolved diplomatically. And under pressure, you must radiate composure – the guests should never sense when something isn’t going entirely to plan. What I’d like to make clear is this: our profession is far more than service. It’s a combination of leadership, psychology, communication, and a genuine passion for hospitality. True quality shows not only on the plate, but in the ability to make people feel, just for a moment, that they have the world to themselves.

Grand Hotel Les Trois Rois sits on the Rhine. How does Basel shape the way you host?
Basel influences my work through its international blend of people and simultaneously calm atmosphere. The city welcomes guests from around the world whilst remaining intimate and unhurried, and the hotel reflects that spirit. Many guests arrive here seeking not just service but a sense of peace, a moment of stillness after travel or a long working day. Basel’s cultural diversity also plays a role: with France and Germany on the doorstep, I encounter different expectations and habits every day. That keeps me flexible and attentive. Art, architecture, and the Rhine all contribute to a very distinctive atmosphere. For me, being a host in Basel means combining professionalism with warmth and giving guests the feeling that they’ve truly arrived.

If you could give one piece of advice to a young maître d’hôtel starting their first season, what would it be?
The most important thing in our profession isn’t technique or organisation – it is the ability to observe, listen, and understand people. Every service is different; every guest brings their own expectations. So stay attentive, stay calm, and always remain respectful. I’d also encourage gaining international experience wherever possible because it allows you to broaden your perspective and deepen your professionalism. But above all: learn to understand people first. The perfect service will follow.