We recently had the privilege of interviewing Fabienne Mathis, Director of Hospitality, UAE at Jetex. With international work expertise in the luxury Hospitality industry, Fabienne is a passionate and empowering industry leader. Fabienne Mathis’ exceptional leadership skills have been recently recognized with “Rising Leader Among The Global 200 Women Power Leaders of 2024” by White Page International.
At her present organization Jetex, Fabienne and her team offer world-class luxury hospitality standards in its terminalsto elite clientele globally. In this insightful session, Fabienne Mathis speaks about her career trajectory, and approaches in her professional endeavor, and offers valuable suggestions for aspiring professionals.
The Beginning
We started the interview by asking, “Could you start by telling us about your career journey and how you got to this point?”
Fabienne Mathis shared, “I started my career as a concierge agent with very little experience in a tiny city in Switzerland. I then took the leap of faith to embark on an adventure around the world by being part of two pre-openings of luxury resorts in beautiful Ajman and Dubai. There, I had the unique opportunity to work and learn from incredibly experienced professionals, to whom I owe a lot.
With the experience gained there, I was able to become a head concierge at one of the Leading Hotels of The World, at the age of 23. Today, I am a Director of Hospitality for UAE at Jetex, a leading global private aviation company, where I am actively sharing my knowledge as a mentor and keynote speaker and was recently named a Rising Leader among the Global 200 Women Power Leaders of 2024 by White Page International.”
Adaptability Amidst Uncertainties
Every journey is filled with challenging phases. To learn how Fabienne Mathis overcame the same, we asked, “Reflecting on your journey, what significant challenges have you encountered in your career, and how did you successfully navigate and overcome them?”
Fabienne Mathis shared, “In 2022, I lost a big project overnight, which I had been working on for years, and started rebuilding it the next day. Being able to continue was only possible because I was driven by values and had an everlasting, clear vision of what I wanted to achieve. I am convinced that the true beauty lies within the journey itself and it shapes our personality along the way.”
Incorporating Sustainable Practices
We further asked, “How have you implemented sustainability and high-performance lifestyles in your work?”
Fabienne Mathis replied, “I learned that the most valuable tool is to invest in my mindset, hardest, and soul set, which boosted my career to a new high. With the guidance of my coach, Nicole Brandes, and the team at Hintsa Performance, I learned powerful tools and gained in-depth knowledge to achieve sustainable high performance.
Thanks to them and the right private environment, I went through a massive mindset shift, significant health improvements, and a clear vision of my goals and my ideal future self.”
Busting Common Myths
Every industry has certain common myths that need to be addressed by an expert. We asked, “Identify a prevalent misconception about working in hospitality that you believe needs clarification. How would you address and rectify this perception?”
“For me, working in hospitality is like possessing a superpower. A superpower to create magic in people’s lives. I wish that everyone would understand the true beauty of taking care of others. Creating unforgettable moments for guests is not only beautiful for them but also fulfilling for us as hospitality professionals. It is a very rewarding industry with passionate people and many precious moments which will last a lifetime.” She shared.
Ensuring Customer Satisfaction
To ensure long-term success, prioritizing customer satisfaction is a necessity. To learn the perspective of Fabienne Mathis on this aspect, we asked, “How do you ensure customer satisfaction and maintain high standards in your hospitality services?”
Fabienne Mathis responded, “We not only focus on what we do but how the interaction makes the other person feel. We personalize service based on our guest’s needs, wants, and wishes. They can vary whether they are flying to an important business meeting, on honeymoon, or boarding an ambulance flight.
Our colleagues are very well trained in anticipating requirements and treating each passenger as an individual. Service excellence means knowing our guests and their preferences by heart and serving exactly what they anticipate and the way they like it. With that, we are always one step ahead and ensure our guests feel seen, appreciated, and understood.
Apart from that, consistency is key. We are consistently providing excellent services which allows our guests to enjoy peace of mind. They know, when they fly private with Jetex, everything will be taken care of.”
Worth-Sharing Milestones
We were intrigued to learn more about a noteworthy event of Fabienne Mathis’ business. So, we asked, “Can you discuss a memorable project or initiative that you led at Jetex?”
Fabienne Mathis replied, “Jetex is committed to expanding its brand experience further beyond private terminals. We have recently introduced Jetex Chauffeur: passengers traveling via Jetex Dubai and Jetex Abu Dhabi can enjoy this complimentary service, which offers a convenient, door-to-door experience, mirroring the award-winning Jetex hospitality. All chauffeurs are trained to the highest service standards, safety, etiquette, and discretion. The launch was a big success as we keep looking for ways to further enhance our guests’ experience with us.”
Unique Solutions Offered By Fabienne’s Business
We asked, “What standout services and experiences does Jetex offer in hospitality?”
Fabienne Mathis shared, “Jetex is the first private aviation brand that introduced world-class luxury hospitality standards across its 37 private terminals worldwide. Our guests enjoy the same style of service and amenities as they would expect at a luxury hotel. From the convenience of personal chauffeur-driven limousines and thoughtful butler service to elegant food and beverage and wellness facilities.
As soon as Jetex guests arrive at the terminal, they are greeted at the entrance by one of the guest service executives while a bell attendant takes care of the baggage. Guests are then accommodated in one of the comfortable lounges, where every formality – from passport control, customs, and tax refund – is carried out for them.”
She added, “Whether on business or leisure, Jetex guests enjoy a peaceful and relaxing break in one of the several lounges. Everything is possible in the personal spaces: flip through an art book, read newspapers and magazines, stretch out and relax, watch the news in HD, get some work done, and much more.
Once the flight is ready for boarding, guests are privately driven to the aircraft in one of the Rolls-Royce vehicles available at their convenience. Once passengers arrive on board, they are personally introduced to the cabin crew who will look after them throughout the flight.”
Advice To Beginners, We asked Fabienne Mathis
Lastly, addressing the beginners, we asked Fabienne Mathis, “What advice would you give to newcomers in the luxury hospitality industry?”
Fabienne concluded, “I am hoping to share my passion with as many newcomers as possible around the world and serve as an example of how much is possible if they have the willpower, the love for what they do, and the right people by their side. To have an exciting, successful, and fulfilling future ahead, it is important to: remain true to themselves, being committed to doing the work and continuously investing in themselves, to become their best version – and to enjoy every moment of their career.”
Follow Fabienne Mathis on LinkedIn.
Find Jetex on LinkedIn and visit their website http://www.jetex.com
Also Read :-
Craft Strong Online Presence Of Business With The Content Savvy: Marwa Al Krad
Industry veteran launches a new Jewellery brand – Neil Ventura
