Every guest is treated like royalty at the Royal Mansour Marrakech, which has been crowned the winner of the No.3 Gin Art of Hospitality Award as part of The World’s 50 Best Hotels 2024. General manager Jean-Claude Messant shares behind-the-scenes secrets on how the hotel delivers the finest hospitality in the world
“At Royal Mansour Marrakech, a sense of hospitality and discretion is deeply rooted in our DNA and it reflects the natural warmth of Moroccan culture.” says Jean-Claude Messant, Royal Mansour’s silver-haired and silver-tongued general manager, who presides over the hotel’s 550 staff members. “Achieving this level of service is not a challenge for us, as it comes instinctively.”
The lavish Moroccan retreat is made up of 53 palatial riads – each with its own private courtyard, plunge pool and roof terrace – set like jewels in the crown of its very own purpose-built medina, making Royal Mansour one of the most in-demand hotels not only in Africa, but across the globe.
Its intrinsic approach to holistic hospitality, rooted firmly in the property’s country of origin, certainly charmed the 600-strong Academy of expert voters for The World’s 50 Best Hotels, whose independent selections also create the ranking itself. Each member of the global panel was asked to name the hotel that offered them the single-best hospitality experience in the voting period, with this year’s award being bestowed upon the Royal Mansour.
There are no rooms at Royal Mansour – guests stay in private riads
The hotel’s pedigree is perhaps unsurprising when you learn that it came to life as a passion project for King Mohammed VI and was designed to be, in effect, a habitable celebration of the very best of Moroccan culture, from its inimitable style to its elegant environs and unabashedly opulent accommodation.
But it’s the service lavished upon guests that truly exemplifies this embodiment of Morocco. “Each team member takes immense pride in sharing the country’s culture and traditions with guests from around the world,” Messant explains. “We view ourselves as ambassadors of the Kingdom of Morocco. This role signifies that we are a cornerstone of preserving and promoting the country’s heritage.”
One of the incredible feats of the hospitality offered by Royal Mansour is the invaluable feeling that so much of its tireless work and service is happening behind the scenes, with staff able to deliver a succession of joyful surprises without unnecessary preamble or pomp.
There is, unsurprisingly, a special secret to that magic. “What sets us apart is a single unique feature: our extensive network of underground tunnels,” Messant confides.
The hotel's staff move unnoticed throughout the property via a network of underground tunnels
Unbeknownst to guests, snaking its way underneath the immaculately-tiled floors of the Royal Mansour is a network of secret tunnels that span more than one kilometre in length. “These hidden passages allow our staff to navigate the property discreetly, accessing the riads through hidden doors to provide uninterrupted service,” says Messant.
Every level of a guest's multi-storey riad has one of these secret service doors, allowing the dedicated butler team to come and go without intrusion. “Guests who choose Royal Mansour value the exceptional privacy and discretion we offer,” adds Messant.
“We are committed to maintaining this standard. This dedication is not just a duty but a passion that infuses every aspect of our service, ensuring that every experience at Royal Mansour, even the most ordinary, becomes truly extraordinary.”
That dedication is felt within the sumptuous 2,500 square metre, three-storey spa and, of course, at its multiple, highly-touted dining institutions. Culinary icons such as Hélène Darroze, who runs La Grande Table Marocaine (named The Best Restaurant in Morrocco 2023), and Massimiliano Alajmo, who spearheads Sesamo (No.44 in The Middle East & North Africa’s 50 Best Restaurants 2024), bring their expertise to the fore at the hotel, serving up a tantalising array of flavours that blend tradition and innovation.
The lure of the hotel’s restaurants are so strong that Messant notes that many of the people who secure reservations are not hotel guests, but have travelled far and wide to visit for dinner or afternoon tea, seduced by the sumptuous surrounds and the range of exquisite gastronomic experiences.
Royal Mansour houses two of Middle East & North Africa's 50 Best Restaurants 2024
Beyond the grandeur of it all, it's the little touches that help Royal Mansour shine even brighter. “We strive to personalise each experience, treating every guest as truly unique by understanding their individual needs and expectations,” Messant says. “Our team shares a common objective: to connect deeply with guests, anticipate their desires and create unforgettable moments.”
Messant recalls one of the property's butlers gifting a bag of local oranges to a guest with a particular fondness for Moroccan orange juice, for instance. The airport transportation by way of a fleet of Bentleys may be the type of resplendence that ends up on Instagram feeds, but it’s those seemingly small and invaluable gestures that become cherished memories and ensure guests return time and again.
“Winning this award represents a significant turning point and I am incredibly proud of my team,” says Messant. “Their unwavering dedication and passionate commitment have truly paid off. I am deeply grateful for their hard work and perseverance and I take immense pride in their achievements.”
Don't expect the team to rest on its laurels after winning the No.3 Gin Art of Hospitality Award, however, as Messant has his sights firmly set on the future of Royal Mansour: “Looking ahead, we are more inspired than ever to pursue excellence and aspire to be recognised among The World’s 50 Best Hotels.”
The list of The World’s 50 Best Hotels 2024, will be announced on Tuesday 17 September live from Guildhall London. To stay up to date with the latest news, follow us on Instagram, Facebook, X and YouTube, and sign up to our newsletter.
