Storytelling Management as a skills management tool

Storytelling is a marketing method that has become popular with Parisian hoteliers because of the city's history and the collective imagination associated with it. An imagination that mixes clichés of the City of Light with vignettes from the Belle Epoque and the Roaring Twenties. These establishments don't seem to have any problem inventing and telling their own stories. They play the game with great ease, and the Ritz Paris has become more of a myth than a palace.

Such an image, the excellence of the profession, in a context of labour shortages, makes it more important than ever to retain the talent already in place.

As a place of co-creation and service, luxury hotels need to be carefully managed. To remain the conductor of its universe, the hotelier places great importance on the training of its employees. Like their guests, they must become attached to the history of the place and its legends. The art of entertaining is thus linked to the art of being in tune with your organisation and its expectations. Through a case study using an interview methodology, we will seek to understand the impact of storytelling on employees' perception of their skills. In this way, storytelling can be used to foster a sense of belonging among employees who, by adhering to the hotel's values, gain confidence in their professional skills and even in their achievements.

This subject was explored in depth in the final dissertation written by Nolwenn Ragot, known by her pen name Nolwenn RRW, and presented at Montpellier Management University.

Summary of interviews

Laurent Herschbach, Director of Operations at the Ritz Paris, May 2022

Sébastien Legrand, Marketing and Sales Director of the Ritz brand, May 22

Jérôme Legras, Head Chef at The Ritz Paris, May 2022

Antoine Jardin, Pastry Chef teacher at the Ritz Escoffier School, May 2022

Olivier L., Chef instructor at the Ecole Ritz Escoffier, May 2022

Paul S., Sous-chef at the Ritz Paris, May 2022

Mathilde D., Administration and reservations officer at the Ecole Ritz Escoffier, May 2022

Anastasie N., in charge of groups and events at the Ecole Ritz Escoffier, May 2022

Alanna, culinary assistant interpreter at the Ecole Ritz Escoffier, May 2022

Yuli F., Sales Manager at the Ecole Ritz Escoffier, May 2022

Jérôme C., Chef trainer at the Ecole Ritz Escoffier, May 2022

Pauline Marquand-Maloisel, Head Teacher at the Ecole Ritz Escoffier, May 2022

Karl M., administrative trainee at the Ecole Ritz Escoffier, May 2022

Florian Cornu-Thenard, former Head of the Ritz Escoffier School, May 2022

Eric, Chef de Rang extra at the Ritz Paris, May 2022

Henry, Chef de Rang extra at Ritz Paris, May 2022