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Interview with Joel Chan Thaw, COO of Chabé

5 May 2023
Interview with Joel Chan Thaw, COO of Chabé

Chabé, expert in bespoke journeys since 1921, is delighted to welcome Joël Chan Thaw as Group Operations Director. With significant experience in the hospitality and premium concierge industries, Joël brings a wealth of expertise in terms of quality management, organization and customer experience. We had the opportunity to speak with him to learn more about his career path, his motivations and his vision for Chabé.



Can you tell us about your previous experiences in the hotel and concierge industry and how that prepared you for your current role at Chabé?

I worked in various French, American and Dutch luxury hotel groups as a revenue management trainee, then in sales roles, before moving into quality as a Quality Manager and reaching the position of General Manager. I also had the opportunity to open two hotels in Paris. After the Covid period, I joined the premium concierge company John Paul, a subsidiary of the Accor group, as Director of Operations. My previous experiences allowed me to develop skills in organization, talent management, customer experience and emotions, skills that are useful in my current role at Chabé.

Why did you join Chabé?

I joined Chabé because it is a century-old family business, expert in its field, in full development and which continues to expand its services offered, its structure, its presence in the world, the customer experience and the management of its talents. I was convinced by the vision of Guillaume Connan, President of the Group, and these exchanges confirmed my desire to join the Chabé family, it was obvious!

What are the main challenges you have encountered since your arrival at Chabé in February 2023 as Group Operations Director?

One of the main challenges I have encountered since my arrival at Chabé is to learn about a new sector, that of transportation. It was therefore important for me to take the time to talk to the various employees, such as chauffeurs, dispatchers, sales representatives, consultants, human resources, project managers, as well as customers. In short, I took the time to immerse myself in the company, by being on the ground and close to the teams and clients, in order to better understand it and thus propose relevant solutions to move the group forward.

How does Chabé work to ensure customer satisfaction and provide an exceptional experience?

Customer satisfaction is a priority at Chabé, and all our employees are committed to this approach. To achieve this, we have redefined the roles and responsibilities of each of our operational departments to be more responsive and have set up a data quality and field quality department. We also offer training to our chauffeurs, focusing on customer experience and emotions, and support our consultants in personalizing their proposals. We believe that the success of a company depends on a clear and precise structure, performance indicators, the development of its employees’ skills and the recruitment of new talent.

How do you see the future of Chabé and what are the upcoming projects for the company?

I am convinced that the future of Chabé is very promising. As Group Operations Director, I am proud to join a company that is a centenary expert in its field, in full development and in constant evolution. Our ambition is to continue to evolve in order to maintain a high level of quality, to satisfy our existing clients and to expand our international presence by opening new branches in the years to come.

In addition, we are investing in innovative technological solutions to improve our service, while maintaining our personalized approach. In addition, we are concerned about environmental issues and offer a fleet of electric vehicles to meet our clients’ expectations.

I am confident that our ambition and commitment to quality and innovation will enable us to maintain our position as an expert in the custom transportation market, thanks in particular to our teams of passionate and experienced professionals who are the cornerstone of our company. We will continue to invest in their training and professional development to maintain our level of excellence and guarantee our clients’ long-term satisfaction.