A truly cosmopolitan and soft-spoken hotelier, Pierre Jochem spent almost a decade in India, initially as General Manager of The Oberoi and later at The Imperial Hotel, both in New Delhi. He recently returned most happily to India to talk about the legendary Grand Dame of Marrakech, which he has been guiding since 2013.
In his remarkable professional career, he has successfully and gracefully navigated renovations, the many advantages of standardization, and brand alignment of global luxury hotel groups in Asia, Europe, and America, excelling in the creative freedom and liberty that independent hotels present. That space for artistic expression allows a seasoned professional to infuse humility with gathered knowledge and experience, fuelling innovation and passion among every team member and across all departments. Iconic and historic hotels need careful management to safeguard their soul and identity while adapting to changing requirements, including the technology-driven needs of a modern world and clientele.
The deeply ingrained Indian principle of Athiti Devo Bhava has always resonated with Pierre Jochem and has been at the very core of his approach to hospitality, the people’s business, which intrigued him at a young age and which he embraced with best-in-class training, professional mentorship, and guidance.
The Athiti Devo Bhava culture expands far beyond treating guests with utmost respect and warmth. Pierre says, it is the ultimate way to live and breathe on a daily basis, experiencing the joy and deep satisfaction of assisting and personally adding to guests’ experiences across all age groups and activities offered in a hotel. Outperforming, surprising, and surpassing expectations is as important as facing challenging situations and creating tailor-made solutions to exceptional requests, and always finding suitable ways of gently blending tradition with modernity, in India and now in Morocco. Every veteran hotelier would have marvellous stories to tell—and discreetly never will—about the most unusual guest situations, demands, and requirements.
Finding elegant ways to cater to distinguished guests’ needs, no matter how unusual, helps a team grow and anticipate changes in the service culture. Processes remain essential, especially in technical areas where strict adherence is mandatory. Developing a shared understanding and pride in service culture, with personal nuances that empower guest-facing employees to excel, brings great joy, says Pierre Jochem.
Both India and Morocco share a strong sense of hospitality, a graceful service culture, and a rich tapestry woven with traditions, social norms, and historical influences, with a deep respect for personal relationships, hierarchy, and a nuanced approach to communication.
Pierre Jochem further adds that to align his team with global standards, he emphasizes the importance of training—rooted in empathy and respect. Focusing on ensuring these values at La Mamounia, they maintain the finest details of service, such as attentiveness, discretion, and anticipating guests’ needs, but always through the lens of Moroccan values.
It is about elevating local traditions to meet global expectations, introducing a strong sense of place beyond admirably striking interior design, architecture, and elements of decorative art, and extending a service culture unique to Morocco. Today, more than ever, guests are looking for more than luxurious accommodations and beautiful restaurants. Authenticity and personalization to connect to the local culture are key driving forces. Culinary experiences with locally sourced organic products are in high demand, as is a wide range of dietary expectations. Wellness, the overall concept of well-being, and relaxation have also developed, and unique spa treatments using local ingredients are much sought after.
Coming back to an independent hotel operation, it has its own soul, its unique identity, something truly “one of a kind” that guests will only experience here. And this one-of-a-kind setting and service create strong memories. It is enjoyed and appreciated to entice guests to repeat visits across generations.
La Mamounia became synonymous with and an intrinsic part of many guests’ very personal moments, with lavish celebrations and intimate events. This distinct character, flexibility, and hospitality culture is what will always set apart an independent, well-run luxury hotel from a hotel chain, creating a sense of magic that leaves a lasting impression.
La Mamounia is a timeless jewel in culturally rich and fascinating Marrakech, one of the four imperial cities of Morocco. The hotel is in the medina, a walled medieval city dating back to the Berber Empire, with palaces, mosques, and gardens. Koutoubia Mosque, a Moorish minaret from the 12th century, is a symbol of the city and visible for miles. The medina’s thriving and colourful souks sell traditional textiles, pottery, and jewellery.
At La Mamounia, from the moment you cross the impressive gates, the essence of Moroccan hospitality is celebrated and rooted in generosity, warmth, and a strong sense of community. For example, serving milk and dates when a guest arrives—a ritual incorporated into their welcoming amenities—is an integral part of Moroccan culture; it is not just a formality—it’s an experience. It is a service philosophy, and their team goes beyond, offering it with the same grace and pride as one would find in a Moroccan home. This allows guests to feel immersed in an authentic experience while still maintaining the precision and refinement expected of a luxury hotel.
With over 200 exquisitely decorated rooms, elegant suites, and six signature suites and riads—each styled as a Moroccan garden courtyard featuring four guest and living rooms, a roof terrace, and a private pool— the hotel stands on 16 acres of beautifully landscaped gardens in the heart of the Medina.
The culinary offerings are four distinctive restaurants, including Le Maroc, L’Italien, L’Asiatique by Jean-Georges, and Le Pavillon de la Piscine. Guests can unwind at the famous Churchill Bar, a landmark among hotel regulars, or enjoy Bar Majorelle, inspired by Jacques Majorelle’s iconic yellow and green designs. For tea enthusiasts, Le Salon de Thé by Pierre Hermé awaits in the Moroccan salons and the serene garden setting.
A true highlight is L’Oenothèque—a masterpiece of wine storage where 2,000 extraordinary bottles surround a grand dining table, inviting guests to savour fine wines and exquisite cuisine. La Mamounia is indeed a jewel of a property in Marrakech’s crown, a captivating experience of refined luxury and timeless charm.