Reg Archambault, General Manager, The Bellevue Hotel
The hotel sector continues to hit strides as it puts the pandemic era pains in its rearview. Travelers gravitate to unique experiences and convenience. As a historic property in Philadelphia, the Bellevue Hotel combines these two key areas to maximize the guest experience. In an interview with Invest:, Reg Archambault, General Manager of the Bellevue Hotel highlights its recent renovations and efforts to make the guest experience positive for all travelers.
What changes over the past year have impacted the operations for The Bellevue Hotel?
The biggest change has been the reimagining of the hotel. The hotel was built in 1904 and we are a historic property. This hotel has been central to Philadelphia as the host of many events both corporate and socially. The problem with that is that at some point the hotel needs to be refreshed. The entire property has been reimagined from the hotel rooms, to the adjacent apartments for rent, to the sports center and restaurant.
How do you balance the historical legacy of the hotel with modern guest expectations?
We are leaning into it. When we decided to renovate the hotel we did not just strip the whole place down we kept many of the original features and enhanced them. On the 12th floor, for example, we have a conservatory area that all guests can take advantage of and it was carpeted and tired. We found this beautiful mosaic floor and put a bar in the area to give it more of a Parisian theme that is very warm and welcoming. It is a nod to the past but you definitely feel that you are in an upgraded, contemporary setting. It is a nice balance.
What trends are shaping the hotel sector in the region?
It is about the experience. Fundamentally, it is about the absence of any inconvenience. When people stay in our hotel, it is as if they come into a world where everything is taken care of. That is what we want and we achieve it. There is also a segment of guests that want to stay away from the big brands. When they stay in a hotel, they do not want to stay in a cookie cutter setting. They want to stay in a unique property and have a unique experience. This is a huge trend in the industry currently.
How have guests’ sentiment changed towards hotel amenities?
Amenities need to be intentional. It is not just about one size fits all solutions. If guests are interested in fitness, or if they like yoga, we can give them a schedule of the yoga classes that are available. We have monthly yoga classes in our conservatory for example. It is about providing unique experiences no matter what guests’ interest may be. It’s all about recognition. We want to recognize our guests. Guests are important to us and it makes them feel special. We want to form an emotional connection. Our goal is that when guests leave they are able to say that they wish they could have stayed longer, that they cannot wait to come back, and that they will stay with us when they come back to Philadelphia. That is the end goal for every guest.
Through service we elevate ourselves. We get guests comments all the time where they name drop a team member and how they impacted the guest’s experience.
What are some strategies to recruit and retain staff?
That is a tough area in our industry since people have so many options. There is tremendous opportunity for those individuals that want to commit to the hospitality sector. When recruiting, we focus on hiring quality, people who want to be here and really care. Those people are committed and they tend to know like minded individuals.
How has business travel evolved?
Group travel is done well. Philadelphia is a destination city so group travel is doing well. Corporate travel, as a result of the pandemic, is one of the last segments to recover. The business travelers want the same things as everyone else, convenience, comfort and accessibility. What they really want more than anything else is the absence of any hassles. These are the keys. The absence of any types of detractors is important to them.
How are you incorporating sustainability into your operations?
Wellness and sustainability are very important, they are two key components. We are very conscious of who our suppliers are. We do not use single-use plastic. Years ago it was thought that being sustainable was a downgrade, but it does not have to be. We have to be smart about working with our suppliers and make sure the guests have what they need.
What role does technology play in elevating guest experience?
Technology is important but it seems that when people travel they want to unplug from technology as well. So we want to give them options. We want to make sure that we balance innovation without losing the human element. You have to be careful. It is an interesting experience.
How has the growth of Philadelphia impacting your operations?
We are very dialed in with the city. We are on the cusp of celebrating the nation’s 250th anniversary. Philadelphia is the birthplace of our nation so we are very excited about this. We are excited about our location within the city as well. We are right in the middle of the theatre district and near the best shopping district which is near to our hotel. As Philadelphia goes so goes Bellevue. We are part of the fabric of the city. We are lucky for 2026 as Philadelphia will be part of the FIFA World Cup in July as well as the Major League All Star Game. The world is coming to Philadelphia and we want to make sure that they come back. We have found that first time travelers to the Philadelphia area are 77% more likely to come back.
