 |
INTERVIEW - STÉPHANIE RAMBAUD, GENERAL MANAGER OF THE WALDORF ASTORIA VERSAILLES - TRIANON PALACE: "IT'S A DEMANDING JOB, BUT YOU ALSO HAVE TO KNOW HOW TO HAVE FUN." (France)
Stéphanie Rambaud embodies luxury hospitality, where high standards, humanity, and unique experiences come together for each guest. |
Category: Europe - France - Industry economy
- Interviews and portraits
- Renovation / Addition - Interviews
Interview made by Romane Le Royer on Monday 20 October 2025
 Stéphanie Rambaud, General Manager of the Waldorf Astoria Versailles - Trianon Palace
Photo credit © Waldorf Astoria Versailles - Trianon Palace
When she arrived in France more than 25 years ago, she chose to focus on sales. In 1999, she joined Le Méridien in Paris as internal sales director, then became sales and marketing director at IHG in 2003. Two years later, she joined the operational teams at Hilton, where she remained for nearly sixteen years. There, she also held the position of sales director for France, before taking on responsibility for the Mediterranean, then Western and Southern Europe as regional director of sales operations. This progression allowed her to develop strategic expertise and an international vision of the luxury hotel industry.
In 2021, she returned to the field, which she describes as her “first love,” taking over as general manager of the Waldorf Astoria Versailles Trianon Palace. Since then, she has been overseeing the repositioning of this iconic location at the gates of the Palace of Versailles, with a particular focus on the development of leisure and well-being.
Le Journal des Palaces met with Stéphanie Rambaud at her hotel, in the heart of the enchanting gardens of the Waldorf Astoria Versailles Trianon Palace. She looks back on her career, the lessons that have guided her, her vision of management, and the challenges facing the luxury sector today.
Journal des Palaces: Why did you choose the hotel industry, and more specifically the luxury hotel industry?
Stéphanie Rambaud: I worked in it for a while and immediately realized it was a wonderful profession. It wasn't my calling at first, but the experience gave me a taste for the hotel industry. Discovering different departments allowed me to understand the richness of this sector and made me want to stay.
What attracted you to this unique place, which is at once a luxury hotel, a place of memory, and a natural setting?
For me, it was obvious. When I was director of commercial operations for the Hilton group, this hotel was part of my region and I always had a special attachment to it. It's an iconic establishment with a unique clientele and a style that I really liked.
What attracted me most were the opportunities I saw for its development: a real focus on leisure, almost like a resort on the outskirts of Paris. Well-being, the immediate proximity to the Palace of Versailles, the gastronomy... These were all areas that I felt were essential to asserting the hotel's identity. I was fortunate to have goals and aspirations that were shared by the owners, who also wanted to strengthen this leisure positioning.
In your four years as manager, what have been your biggest challenges?
The biggest challenge was undoubtedly the end of Covid. We had to give the establishment a new lease of life, recreate a collective energy with the teams, and above all, promote the talents we had. At the same time, we were developing the customer experience: a major focus on which we worked hard.
How did you work on this customer experience in a place that could almost be self-sufficient, given its proximity to the Palace of Versailles?
You really have to look at trends and understand what customers want. We sensed that there was a change: even groups that come to work now want to enjoy leisure activities. That's why we developed experiences that go beyond a simple hotel stay.
The Trianon Palace lends itself perfectly to this dual dimension of work and relaxation. We have forged numerous partnerships in the region to offer exceptional activities that reflect local history and culture. This allows us to surprise our guests and offer them unique memories, while remaining connected to the identity of Versailles. The idea is that, even though the hotel already offers an extraordinary setting, we continue to enrich their stay with exclusive experiences that are rooted in the local area and tailored to their desires.
The Trianon Palace is an establishment with an exceptional history. How do you preserve this memory while creating a contemporary hospitality experience that meets today's expectations?
Our guests come here to experience the elegance and historical charm of the place, but they also expect everything a modern hotel has to offer. So we have to find a balance. We take care to preserve the soul of this early 20th-century building while offering modern services: high-performance Wi-Fi, leisure facilities such as tennis, which is very popular today, and a wellness area with a Guerlain spa that we regularly renovate to stay at the forefront of new practices. The aim is for our guests to enjoy the history of the Trianon while benefiting from the comfort and experiences they seek in contemporary luxury hotels.
Over the four years you've spent here, what is your fondest memory? When did you realize that this hotel had a special magic, that something really special was happening with its visitors?
I would say it's related to the types of events we host and the magical moments they generate. I think, for example, of the Rugby World Cup, when we had the Welsh team: it was a fabulous time with them. I also think of the Olympic Games, during which we hosted a lot of athletes. We had a guest who had won two gold medals and who arrived with his trophies: those are the kinds of magical moments.
We also welcomed the European Commission with all the heads of state in the Clemenceau lounge, a historic venue. So it's an establishment that experiences great moments. With our teams, we organize unmissable events that make the Trianon Palace and Versailles a must-see. This place allows you to experience modern history as well as past history.
It is a fascinating hotel due to the diversity of its guests: artists on the one hand, French, European, and global institutions on the other. Unlike other luxury establishments, we are not located in the center of Paris. Here, visitors, whatever their profile, come to relax, unwind, and enjoy the calm and relaxing atmosphere that they appreciate so much.
What challenges does the hotel face in the coming years?
I think the main challenges are recruiting, sustainability, and personalization. Today's customers expect a tailor-made experience, a stay that is truly designed for them.
Communication is also a major issue, particularly its speed and immediacy between our customers and us. This is an opportunity to rethink our methods, to promote human skills, to innovate and to offer a more authentic, more human welcome. These challenges do not only concern our hotel, but apply to the luxury hotel industry in general.
How would you define your management style?
I think I am a general manager who trusts her teams and their talents. I like to let them make decisions, while remaining attentive to details and regularly checking that everything is going well. My style is therefore based on autonomy: I know I can trust them.
This trust is also linked to their seniority: many of them know the hotel, its guests, and its specificities inside out, which allows them to take initiative. I know they are truly passionate about this hotel and their work, and I believe it is essential to give them the means to act in order to ensure the best possible quality of service for our guests.
What are the upcoming milestones for the hotel: are any renovations or construction projects planned?
We completed the complete renovation of our spa in June. In addition, we have refurbished our façade and are planning a large meeting room. We are currently working with an architect on the latter. These are ongoing works, there is no general closure or major renovation planned: we remain open all year round and adjustments are made gradually.
We plan to carry out the work on the meeting room at the beginning of the year, during the quieter period, to limit the impact on our customers.
Which mentors or encounters have marked your professional career? Is there a particular person whose influence still guides you today?
I could give names, but I sometimes prefer to talk about influences rather than the people themselves. I'll share a little secret: I've always been passionate about ballet, about dance, about its rigor and aesthetics. My ballet teacher inspired me greatly in this regard, and that has helped me enormously in the luxury hotel industry.
Professionally, I have worked with many incredible people. For example, Chris Nassetta, CEO of the Hilton Group, invited me to a training session in Washington. Listening to his career path and his thoughts was very inspiring. I had the chance to meet several key people from the Hilton group, executives who have had exceptional careers.
But there are also all the general managers and colleagues I have worked with: each one has brought me something, whether it be advice, a way of being, or a philosophy of thought. All these influences form a real puzzle that contributes to the person I am today. I am still in touch with many of the people who inspired me. This reflects our profession, which is very human and where relationships are paramount.
What advice would you give to a young person who wants to pursue a career in the luxury hotel industry?
The first piece of advice is to be demanding of yourself. You also need to know how to trust opportunities, because the path is not always clearly marked. I have explored different avenues in my career, and I think this sector offers a wealth of opportunities that you need to know how to seize.
It's a demanding profession, above all towards yourself, but you also need to know how to have fun. We are lucky to have a job where the main goal is to make others happy, and that's what makes it wonderful. So you have to enjoy the experience and take pleasure in what you do. For me, enjoying it means finding satisfaction and joy in this profession, which can be exceptional for those who choose it.
|
|
