By: Erick Feltron
The Colline de France has once again been named the best hotel in the world, following millions of travelers and tourists who rated its services on TripAdvisor. This recognition reinforces its leadership position in the luxury sector. But what sets this icon of hospitality apart and makes it a global example of excellence?
While the infrastructure of a luxury hotel is often seen as the key factor in its success, Colline de France proves that customer service is the true differentiator. “Service is a fundamental pillar of our culture,” says Jonathas Freitas, the hotel’s investor partner. “While many focus solely on infrastructure, we understand that the customer experience is what truly wins over and retains our guests. If you look at the comments on TripAdvisor, you’ll see that our top ratings consistently come from our exceptional service.”
This focus on customer experience is reflected in all success indicators, such as LTV (Lifetime Value), churn rate, NPS (Net Promoter Score), and revenue. Freitas adds, “Colline de France shows that excellent service is much more than just providing a service; it’s a continuous commitment to customer satisfaction. The way the hotel personalizes every detail of the guest experience is what truly makes the difference and sets a high standard for the industry.”
The history of Colline de France is marked by an impressive growth trajectory. Founded in 2019 by Jonas and Clara Tomazi, the hotel earned its first title of the world’s best in 2021, establishing itself as a luxury icon with a structure inspired by the French Second Empire. In 2022, after a memorable personal experience as a guest, Jonathas Freitas reached out to the owner, Jonas Tomazi. “After experiencing the unique service offered by Colline, I saw the opportunity to expand the project,” Freitas reveals. Together with a partner specializing in real estate, they developed an expansion plan that goes beyond hospitality to include other segments such as residential buildings and royalties, all while maintaining the excellence that defines the brand.
Colline de France is at the forefront of innovation in the hotel industry. “Technology plays a crucial role in our strategy,” says Freitas. The hotel has implemented a range of technological innovations to enhance the guest experience, from facilitating check-ins to using predictive analytics to create a “wow” experience for all clients, all in compliance with data protection regulations. Additionally, the hotel is open to partnerships with companies that align with its guest profile, such as the executive aviation company FlyFlapper, which offers guests exclusive private transportation options, including jets and helicopters. Future expansions will include luxury transfer services with the hotel’s own fleet of cars and helicopters.
Jonathas Freitas emphasizes, “The integration of technology with personalized service is essential to providing a unique experience. The ability to adapt and anticipate customer needs through data and technological innovations is what makes Colline de France a model of excellence.”
Colline de France continues to expand its presence across Brazil with the goal of becoming a global brand with a valuation of 1 billion reais. On September 3, the second hotel of the chain and the first Colline de France residential building will open in Rio de Janeiro, followed by expansion into Balneário Camboriú. São Paulo is on the horizon for the next two to three years, with the ambition to open the first international hotel in London. “Our goal is to maintain the excellence and standards that have brought us this far, continuously adapting and innovating,” says Freitas.
One of the secrets to maintaining the status of the world’s best hotel is the emphasis on culture and service. “Hire character and train skills,” advises Freitas. “The culture of service must be a priority, with continuous training and a team that embodies the company’s values.” This approach ensures that every aspect of the customer experience is flawless. Jonas Tomazi adds, “A well-trained team that shares the company’s values is essential to creating a high-quality experience. Colline de France constantly invests in its team, ensuring that every guest feels special and valued.”
Freitas also highlights the growing importance of automation and artificial intelligence in the hospitality industry. “We’re in the era of automation, where technology can facilitate and personalize the customer experience,” he notes. The implementation of smart rooms and personalized apps is an example of how the industry is adapting to meet modern expectations.
Jonathas Freitas’s experience in real estate and hospitality has provided valuable lessons. “Although the real estate and tech markets are distinct, the fundamental principles of delivering an excellent customer experience and providing active support are universal,” he reflects. These insights have shaped his investment decisions and strategies, resulting in a diversified and successful portfolio.
Freitas adds, “The combination of effective management and a continuous focus on customer experience has been crucial to the success of our ventures. Learning from different markets and applying these principles in an integrated way has been key to our growth.”
With an unwavering commitment to excellence and innovation, Colline de France continues to set high standards and delight guests with an unparalleled experience.
Published By: Aize Perez
