By: Erick Feltron

The Colline de France has once again been named the best hotel in the world, earning this prestigious title after millions of travelers and tourists rated their experiences on TripAdvisor. This accolade further cements its status as a leader in the luxury hospitality sector. But what exactly sets this hotel apart, making it a shining example of global excellence?

While many luxury hotels rely heavily on their infrastructure to attract guests, Colline de France proves that exceptional service is the real key to success. “Service is the cornerstone of our culture,” says Jonathas Freitas, an investor partner in the hotel. “Many focus solely on lavish facilities, but we understand that it’s the customer experience that truly wins over and retains our guests. If you look at the reviews on TripAdvisor, you’ll see that the highest praise is consistently given to our service.”

This dedication to customer experience is reflected in every measure of success, including Lifetime Value (LTV), churn rate, Net Promoter Score (NPS), and revenue. Freitas explains, “At Colline de France, excellent service goes beyond just meeting expectations; it’s about a continuous commitment to customer satisfaction. The way we personalize every detail of our guests’ experience is what really sets us apart and raises the bar for the entire industry.”

The story of Colline de France is one of rapid success and growth. Founded in 2019 by Jonas and Clara Tomazi, the hotel quickly gained international acclaim, earning its first title as the world’s best hotel in 2021. The hotel’s design, inspired by the French Second Empire, has become synonymous with luxury and elegance. In 2022, after experiencing the hotel’s unparalleled service firsthand, Jonathas Freitas reached out to Jonas Tomazi with a vision to expand. “Experiencing the unique ambiance and service at Colline made me realize the potential for expanding this brand,” Freitas reveals. Together with a partner specializing in real estate, they developed an ambitious expansion plan that extends beyond hospitality to include residential buildings and other ventures, all while maintaining the high standards that define the Colline de France brand.

Innovation plays a crucial role in Colline de France’s success. “Technology is integral to our strategy,” says Freitas. The hotel has introduced a range of technological advancements designed to enhance the guest experience, from streamlined check-ins to predictive analytics that help create unforgettable stays, all while adhering to data protection regulations. Additionally, Colline de France has formed strategic partnerships with companies that align with their clientele’s needs, such as the executive aviation firm FlyFlapper, offering guests exclusive access to private jets and helicopters. Future expansions will also include luxury transfer services with the hotel’s own fleet of cars and helicopters.

“The fusion of technology and personalized service is essential to providing a truly unique experience,” Freitas emphasizes. “Our ability to adapt and anticipate our guests’ needs using data and innovative technology is what makes Colline de France a standout in the industry.”

Colline de France is not just resting on its laurels. The hotel is expanding its footprint across Brazil, with plans to become a global brand valued at 1 billion reais. On September 3, the second hotel in the chain and the first Colline de France residential building will open in Rio de Janeiro, followed by further expansion into Balneário Camboriú. Looking ahead, São Paulo is set to join the portfolio within the next two to three years, with ambitions to open the first international Colline de France hotel in London. “Our goal is to uphold the excellence and standards that brought us this far while continuously adapting and innovating,” Freitas affirms.

One of the secrets to maintaining the hotel’s status as the world’s best is its focus on culture and service. “Hire for character, train for skill,” advises Freitas. “Prioritizing a service-oriented culture with continuous training and a team that embodies the company’s values is crucial.” This approach ensures that every aspect of the guest experience is meticulously crafted. Jonas Tomazi adds, “A well-trained team that shares the company’s values is essential to delivering a high-quality experience. At Colline de France, we continually invest in our staff to ensure that every guest feels special and valued.”

Freitas also highlights the growing role of automation and artificial intelligence in the hospitality industry. “We’re in an era where automation can greatly enhance and personalize the guest experience,” he notes. The introduction of smart rooms and customized apps is just one example of how the hotel is meeting modern expectations.

Jonathas Freitas’s experience in both real estate and hospitality has provided invaluable insights. “While the real estate and tech sectors are different, the core principles of delivering an outstanding customer experience and offering proactive support are universal,” he reflects. These lessons have informed his investment decisions and strategies, leading to a diverse and successful portfolio.

Freitas concludes, “The combination of effective management and a relentless focus on customer experience has been vital to our success. Learning from various markets and integrating those principles has been key to our growth.”

With its unwavering commitment to excellence and innovation, Colline de France continues to set new standards in luxury hospitality, ensuring that every guest experience is nothing short of extraordinary.

Published by: Nelly Chavez