Lobby at Grandhotel Pupp
Jindřich Krausz © Lucie Vysloužilová (for Vogue CS)
The hotel is filled with pieces from Czech glass companies
Can you tell us about your journey to becoming the General Manager of Grandhotel Pupp? What were some key experiences that shaped your career in the hospitality industry?
My career in the hospitality industry began during my studies at hotel school, where I gained my first practical experience in hotels, restaurants and catering companies. Since I was 16 years old, I have been dedicated to this industry and have never worked in any other sector. This early experience not only allowed me to gain in-depth knowledge but also to meet and work with respected professionals who have contributed significantly to broadening my horizons.
With this established base and the opportunity to learn from the best in the industry, I have gradually worked my way up through various management roles. Each of these roles has provided me with valuable experience and skills that have been key to my professional growth and have led me to my current position.
What drew you to this iconic hotel in particular, and why are you so passionate about the hospitality industry?
I was approached by the new owner of the hotel with an offer to take over the Grandhotel Pupp and restore it to its former glory and splendour. Such a challenge was impossible to refuse, so in 2018, I moved to Karlovy Vary and started working at this legendary hotel, which I had looked up to since my youth. I really enjoy working with people and am constantly striving to improve the level of service. I also like large projects where the work is a never-ending challenge because you need to constantly monitor the development and requirements of guests and be able to respond to them.
What does a typical day look like for you as the General Manager? What are your key responsibilities?
My working day is very dynamic. It starts at 9am with a meeting with the department managers. We discuss the main priorities and tasks for the day with regard to hotel occupancy, events, clients with special requirements, etc. During the day, I check the various departments to make sure everything is running according to the set standards. This is usually followed by meetings, which take up the majority of my day. These include meetings with external partners and regular meetings with department managers and possibly guests. I also try to set aside time for strategic planning. I am also often present at events that we host or organise ourselves.
The 400kg custom-made Precios chandelier adorns the hotel lobby
The Grandhotel Pupp has a rich history dating back to the 18th century. How does the hotel’s legacy influence its day-to-day operations and customer experience?
The Grandhotel Pupp has always been an icon and a trendsetter of its time. The golden era of the hotel is connected with the end of the Austro-Hungarian Empire and the establishment of Czechoslovakia, i.e. the end of the 19th and the beginning of the 20th century. Six years ago, we started the revitalisation of the hotel with the aim of restoring the original luxury character of a Czech hotel, which it maintained during its golden era. We want to offer guests a service and atmosphere similar to that experienced by guests and then adapt it to contemporary requirements.
Our gastronomy is based on fine-dining Czech cuisine. The hotel’s founder, Johann Georg Pupp, was a pastry chef. His legacy is the Pupp cake, which we serve in all our establishments. Every guest should taste this cake when visiting the hotel, as it represents its history.
We work with top Czech glass companies such as Moser, whose unique collection of vases decorates the entrance lobby, and Preciosa, whose 400kg chandelier, custom-made last year, is on display in the Parkside part of the hotel. The Robot clock was specially designed for our reception area in collaboration with leading Czech designers. We use premium Czech organic cosmetics in our rooms, and guests have access to Mattoni water; the spring is located right in Karlovy Vary. This decision is also an expression of our environmental values, which do not allow us to transport water across Europe.
The interiors and exteriors of the hotel are decorated with numerous works of art by Czech sculptors, glassmakers and painters. In addition, we hold events once a month in our Festive Hall, where guests can see, for example, a performance by the Czech National Ballet, a cabaret or a jazz concert. The best that our country has to offer can be found in the Grandhotel Pupp.
Presidential Suite at Grandhotel Pupp
How do you balance maintaining the traditional elements of the hotel with incorporating modern amenities and technology?
Grandhotel Pupp has always been and will always be a traditional hotel. While we are aware of the trends of digitalisation, we carefully consider the extent to which we implement it towards our guests. The hotel will always have a traditional reception, never any self-service kiosks. We offer our guests the opportunity to write a traditional letter from the hotel, and we also communicate with them in paper form, for example, through welcome letters. When we use paper, it is always paper from sustainable forests; it is something we monitor closely.
Our background, however, is a different story. Here, we need to be extremely effective in communicating across all centres. As of 2020, the entire hotel back office is paperless, and we operate completely on cloud services. This allows us to communicate quickly and efficiently while reducing our environmental impact.
In this way, we combine traditional values with modern efficiency to ensure that Grandhotel Pupp remains synonymous with luxury and hospitality without sacrificing quality or sustainability.
Tell us more about what guests can expect from a stay at the hotel, including any of your favourite aspects of the hotel (rooms, gastronomy, spa, etc.)?
I have already talked about gastronomy, but I would also like to mention our SPA Franziska, which is named after the wife of our founder. The menus and rituals are designed with an emphasis on locality and authenticity. I would highly recommend Franziska’s herbal bath, which is full of local herbs. Their healing effects will relieve you of stress and bring you to a state of complete relaxation.
Our hotel’s rooms are truly unique. We have 241 of them, spread over more than 30,000 square metres. Each room is unique and categorised. I consider the room of Emperor Franz Joseph, where the Emperor bathed and rested during his visit to Karlovy Vary, to be the most special. This room offers visitors a unique atmosphere and a piece of history that is hard to find elsewhere.
Dining and drinks at Grandhotel Pupp
How is GrandHotel Pupp approaching sustainability and environmental responsibility? What initiatives are you particularly proud of?
I’ve already mentioned some things, but our main focus is working at all levels with the best local suppliers. So guests can enjoy a truly authentic experience. We are constantly trying to set new programs, but always with the understanding that they must not in any way limit the guest’s comfort or go against our concept.
Our collaborations with local suppliers cover a wide range of services and products, from gastronomy to art and design. In this way, we ensure that every aspect of a stay at our hotel reflects the unique culture and quality of the region. This allows our guests to experience the best of local tradition while enjoying modern luxury comforts.
This approach allows us not only to support the local economy, but also to provide a high level of service that meets our guests’ expectations. An emphasis on localness and authenticity is a key element of our philosophy and we believe this is exactly what our guests value and what contributes to their satisfaction.
What are some of the challenges facing luxury hotels today, and how do you address them?
The Grandhotel Pupp has been here for more than 300 years. It has survived regime changes, economic crises, world wars and geopolitical changes. We are doing everything we can to ensure that its tradition continues.
How have customer expectations evolved in recent years, and how does GrandHotel Pupp meet or exceed those expectations?
These are mainly the demands of conference and meeting visitors, who have an ever-increasing need for data services. We have, therefore, focused on equipment and services for this segment, in which we have invested considerable resources in the last year.
Grandhotel Pupp is a historic hotel and we consider authenticity to be key. Therefore, we maintain a conservative standard in our service setup. Constantly increasing demand confirms that our guests appreciate this approach and expect exactly the level of care and tradition that we offer.
Interior of Grandrestaurant
What do you believe is the key to providing a memorable guest experience? How do you ensure that every guest feels valued?
I see it as crucial to listen to the needs and wishes of the guests and try to adapt to them as much as possible. From welcome to departure, every guest should feel that they are unique and that their stay is of the utmost importance.
We pay close attention to details. Small gestures such as a personal greeting on arrival, welcoming you to your room with a small gift or personalised welcome letters can make a big difference to how a guest feels about their stay. Highly professional service and helpful and friendly staff willing to fulfil the guests’ every wish are also key.
How do you foster a culture of exceptional customer service among your staff? What training and development programs are in place?
Our recruitment programme starts with a general overview to give new colleagues a basic overview of the hotel’s operations. This is followed by specialised training sessions within each centre that focus on specific services and products. Throughout the year, we hold online knowledge tests that incentivise the best participants with valuable prizes. These tests help to maintain a high level of knowledge among our staff and ensure that they are always prepared to provide first-class service.
For colleagues who have been with us for some time and want to develop further, we offer internship and course opportunities. For example, employees from the food & beverage centre can complete internships at Michelin-starred restaurants to expand their knowledge and contribute to a better customer experience. Just as we care for our guests, we care for our employees and their families. We offer a wide range of benefits, including quality work attire, personal care and top-notch dining. We believe that a satisfied employee is the key to providing excellent service to our guests.
This comprehensive approach to recruitment and training ensures that our employees are not only well trained but also motivated and satisfied, which reflects positively on the quality of service we provide.
Interior of Café Pupp
What is your vision for the future of GrandHotel Pupp? Are there any upcoming projects or changes that you can share with us?
We have several exciting projects in the next 12 months. Every year, Karlovy Vary, like Cannes or Berlin, hosts an international film festival that attracts Hollywood’s most famous stars. The Grandhotel Pupp has the honour of hosting these celebrities. Following this festival, we are planning a private cinema project right in the hotel, which will be designed for groups of up to 10 people. Guests will be able to enjoy luxurious reclining seats, a bar and a top-notch audio and visual experience. This exclusive experience will be available later this year.
Another project is the expansion of our food and beverage centres with a new speakeasy-style bar. This bar will be inspired by the James Bond film Casino Royale, which was filmed at our hotel. In the movie, the Grandhotel Pupp was renamed the Splendid Hotel in Montenegro, which inspired us for the name of the new bar — Splendid. The interior of the bar will be decorated with glass from the Splendid collection from the Moser glassworks, which is also used in the royal court in England.
We are also preparing the next two phases of the renovation, which include 70 rooms. These will be converted to a new category and will offer a first-class classic design. You can look forward to them in the middle of this year.
At the same time, we are aware that maintaining a high-quality and motivated team is absolutely essential in today’s competitive environment. That’s why we are investing not only in infrastructure, but also in our people — through professional development programs, international internships, and internal training that ensure our staff grow together with the hotel.
To remain leaders in the market, we are constantly working on new quality initiatives. These include improvements in guest communication, service personalisation through technology, and partnerships with top local producers and artists. Everything we do aims to keep the Pupp name synonymous with excellence, innovation and tradition.
What is your favourite aspect of being General Manager at GrandHotel Pupp? What brings you the most joy in your role?
It makes me happy when guests leave happy and then come back again. It’s a huge demonstration of trust in the hotel and our entire team. Every day, we strive to live up to that trust and exceed our guests’ expectations. Our goal is to ensure that every stay is memorable and full of positive experiences, creating a strong bond between us and our guests. The trust and satisfaction of our guests are key to us and motivate us to continuously improve our service.
Cocktail at Becher’s Bar
Ballroom at Grandhotel Pupp
SPA Franziska
To find out more about Grandhotel Pupp and book, contact the hotel using the below details:
GrandHotel Pupp
Mírové nám. 2
360 01 Karlovy Vary 1
Czechia
Web: pupp.cz
Tel: +420 353 109 631
Email: reservation@pupp.cz
Instagram: @grandhotelpupp
Hotel images © Jan Maly / fotomaly.cz