Interview Steven Daines (IMHI 94), Chief Talent & Culture Officer (Global CHRO) at Accor 

AAIMHI: How did you join IMHI?

STEVEN: I was a graduate in economics and banking and was supposed to become a banker. But then I left my first job as a banker in Geneva because of a love story…my girlfriend dumped me and I was so devastated that I decided to spend the rest of my life at sea, far away from the harsh realities of mainland. I joined Carnival Cruise Lines as a purser, which I enjoyed tremendously. 

But then yet another lady re-directed my life: I met my Colombian wife on that ship, she was a purser as well, and she convinced me to join hospitality. 

AAIMHI: What do you remember from your time at IMHI?

STEVEN: What I mostly remember is the quality and diversity of our group of classmates. The selection process had managed to bring together an incredible array of cultures and experiences, each and every one of us was a true personality and yet we got on really well as a group. There was some competitiveness but never in excess, intelligence, good humor, and benevolence were our norm. Even in truly global companies, I do not remember coming across such a unique combination of diversity and team spirit. 

AAIMHI: What did you do right after graduating, can you share a bit about your career?

STEVEN: I went into Operations, at ground level, so to speak. At the time it was considered as disappointing, everybody wanted a job in a corporate office. But it was the best thing I did, getting my hands dirty again after two years at School. It allowed me to re-connect with the incredible people who make things work in a Hospitality business, in direct contact with guests who experiment the service offered. 

AAIMHI: Would you say that IMHI had an impact to your career? Was it an accelerator?

STEVEN: It was a tremendous accelerator, particularly in my case because I had not been to a Hotel School. Spending two years learning from experts the Science (or Art ?) of running a Hospitality business was invaluable. 

I fondly remember the courses of Robert Perry in Human Resources, it was not technically hospitality, but his focus was on humanity and the human being, the heart of hospitality. I loved the very demanding finance classes from Professor Avner Arbel, from Cornell University, enthusiastically pushing our brains on financial equations and maths. Also, volcanic Michael Nowlis, and his F&B classes, with endless debates about the importance (or not) of Food itself in the F&B industry.

AAIMHI: Could you share an achievement you are particularly proud of?

STEVEN: Any member of my team who gets promoted makes me very proud.

What makes me most proud is to have contributed to improving the lives of people who were not lucky enough to go to secondary school. Housekeeping staff in particular are oftentimes incredibly hard-working ladies who are a key part of guest satisfaction in a hotel.  Helping many of them improve their skills and their self-confidence in interacting with guests, teaching them how to organize their work, coaching them to rise through the ranks, seeing their own kids go to good schools, that is the greatest achievement of my work life. 

Accor still operates a lot of eco and midscale properties, where other groups mostly franchise. There are many programs that pave the way for employees to become GM. I remember specifically the work that Accor has done with employees in Brazil, people coming from very poor backgrounds, living in favelas, being able to grow within the hotel. Culturally, this is very important for Accor.

AAIMHI: Are there any lessons you have learned in your career that you would like to share with the younger graduates?

STEVEN: Start with Operations, even after a Master’s degree, whichever department you want to finish in :)

As a leader, the ability to touch your people’s heart is the one key to success, even before nourishing them with learnings from School and experience.  And the people on the ground are the most important of all. 

AAIMHI: Besides the academic degree, which are the soft skills you believe are particularly important today?

STEVEN: I would say a genuine interest in Diversity, along with the ability to manage it. Cultural Diversity is even more of a challenge than gender diversity, in my experience. 

Working with people from different regions, different religions, different social norms require tremendous humility, empathy, and goodwill. And one is always surprised that Diversity fosters the best ideas, through patience and collective intelligence.  

AAIMHI: Do you like to hire IMHI graduates at Accor and why?

STEVEN: IMHI graduates are great because they have that mix of business skills and genuine passion for the Hospitality industry. I have come across very many who have nearly all led successful careers. Many seem to leave our industry, however, unfortunately. Big companies are still over-conservative, probably, and too slow to promote. My own kids would never want to work for a big company, they prefer start-ups that allow much faster growth…

I believe the era of ultra-large companies run as a single global operation is a thing of the past. Companies have to steer clear from paternalistic environments and old-fashioned management cultures that young people resent today, towards more freedom in “startup” fashion . At Accor we are currently reorganizing the company, splitting up into smaller entities around clusters of brands. This will allow people to be more focused and empowered.

The hospitality industry must take more risk, foster the unexpected, rely on personalities and allow junior staff to take initiatives and be creative. 

Hotel schools must play their part too, training people to be much more open-minded and risk-taking, shedding the traditional, conservative hospitality education.

AAIMHI: Do you believe the alumni association AAIMHI, the IMHI network, is important?

STEVEN: It definitely is important, to keep our network tightly together, in favor of our industries, despite dinosaurs like me who are not active enough in Alumni circles...

AAIMHI: Thank you Steven for your continued support!

NDLR: Accor is official sponsor of the IMHI 40th Anniversary celebration!