Helena Hons Valtrová
Offering Guests Experience, not Mere Accommodation.

What is the most interesting strategic decision you have recently made at the hotel, and why ?

Currently, we are changing our Revenue Management system provider, which is a tool that helps us with pricing and business strategy. I gradually began to realise that the current one no longer offered enough flexibility or the necessary speed, which is crucial today. Another major decision is the change of a long-time business partner, but I am not able to discuss that yet.

How does your international experience help you to manage a hotel in the centre of Prague ?

Due to my time abroad, I have gained a certain perspective, but honestly, my parents played a big part in that too. Thanks to them, I was able to travel, learn about different cultures and stay in 5-star hotels around the world. These experiences shaped my view of service standards, which I try to apply at our hotel as well.

Is there a difference between how hotels are managed in London and Prague ?

I’ve only managed a hotel in Prague, but the difference in the service mindset is clear. In the Czech Republic, there is still a lingering feeling that to provide service means to “serve”, which is unacceptable to many. I never encountered this attitude in London, Barcelona or New York – there, working in hospitality is a source of pride. Sometimes, a little “servient attitude” would benefit our industry.

The M Spa is famous for its rooftop hot tub with a view of Prague Castle. What makes it so special ?

The view itself. Many 5-star hotels in Prague place their wellness facilities in the basement, while the upper floors are reserved for bars or suites. We have taken the opposite approach – we want to offer our guests a unique experience, even when it comes to relaxation. We have also taken a different approach than most to massages – instead of Thai massages, we offer an original concept that provides more authenticity and uniqueness.

What wellness trends do you see as relevant right now, and how do you work with them ?

Today’s world is busy and stressful. We strive to be a refuge for our guests – a place where they can boost their energy and relax. Every month, we offer special treatments based on the season. We work with scents and essential oils that help guests to get in the mood for, say, autumn. For me personally, this is the most beautiful time of the year, even though it tends to be chilly.

How do you choose the cosmetic brands for your spa and hotel ?

For me, the quality and reputation of the brand are decisive factors. At the same time, however, I also consider practical aspects – minimum delivery time, representation in the Czech Republic and marketing support. I like brands with a story and, of course, they must be attractive to me as well – they should smell nice, absorb well and leave my skin feeling pleasant.

The spa is also open to the public. How has this strategy worked out ?

In my opinion, the ideal ratio would be 50/50 between hotel guests and external clients. The pandemic has clearly shown that relying solely on tourists is not sustainable. Nevertheless, it is difficult to attract local clients – there are many cheap massage parlours in the area, although their prices often come at the expense of quality. I feel that we Czechs sometimes hesitate to invest in ourselves and our health.

How are the current trends in hotel management reflected in technology, personalisation and sustainability – at The Emblem Prague Hotel ?

Every day, I receive dozens of offers for technological solutions, which can get quite tiring. However, we see technology as a servant, not a replacement for the human touch. Our guests appreciate personalisation and unique experiences, rather than a completely contactless approach. Sustainability is a major topic, but I also see a contradiction – guests want to be eco-friendly, yet they expect towels and sheets to be changed daily. It is a strange time; everyone wants to follow trends, but not always at the expense of comfort.

How do you balance your work and personal life ?

Thorough planning helps me. I set aside time exclusively for my family – for my husband and especially for my son, who is almost four years old. He tries to test boundaries, as small children do, and I try to be there for him, to help him set the boundaries. This is as important to me now as running the hotel.

https://www.emblemplaces.com