In this exclusive interview, we sit down with Lorna Francis, the dynamic General Manager of Rabot Hotel from Hotel Chocolat in St. Lucia. Lorna shares her insights on the hotel’s unique philosophy, its commitment to sustainability, and the unforgettable experiences it offers guests. We delve into the challenges and triumphs of managing a luxury hotel on a tropical island, and explore the future of Rabot as it continues to redefine the hospitality industry.
CD: Congratulations on being named General Manager of the Year for St. Lucia! How does it feel to receive this recognition, and what do you think contributed most to your success in achieving this award?
LF: It feels special to be recognised for such an award, having been part of the hotel when it started with 6 rooms and highs and lows throughout the years. My team on property has been a key contribution towards mine and the hotel’s success. Always positive, aware there is always a solution.
CD: Rabot by Hotel Chocolat has also been recognised as the Best Luxury Hotel in St. Lucia. What do you believe sets Rabot apart from other luxury hotels on the island?
LF: Everything! Especially our warm staff and experience on property like no other.
CD: As General Manager, what are the key aspects of your role in ensuring that guests have a memorable and unique experience at Rabot?
LF: Overseeing the customer journey from start to finish. Booking stage through to arrival and stay.
CD: How does the hotel’s connection to Hotel Chocolat and its cacao farm influence the guest experience and the overall identity of the hotel?
LF: Our Mission is to deliver a world of cacao inspired experiences and it guides everything we do on property.
CD: Sustainability and ethical practices are core to the Hotel Chocolat brand. How do you implement these values into the daily operations of the hotel?
LF: We are more than just a hotel. We are a cacao farm. We have an immersive cacao experience. We deliver the best cacao inspired cuisine on the island. We promote the continuous sustainable growth of the cocoa industry on the island by providing an assured market for all farmers. We implement sustainable and ethical practices by being more than just a hotel and by investing in regenerative tourism and sustainable agriculture.
CD: What are some of the most significant challenges you’ve faced as General Manager, especially in maintaining high standards of luxury while focusing on sustainability?
LF: In my role as General Manager, one of the most significant challenges I’ve faced has been maintaining the high standards of luxury our guests expect while embracing sustainability initiatives. For instance, when designing hotel rooms, we prioritised natural airflow over traditional air conditioning, which allows us to reduce energy consumption. This approach required creativity in the layout and structure of the rooms, ensuring comfort while also fostering a strong connection to the surrounding environment.
Being located on an island presents unique challenges, especially with limited availability of materials and resources. This scarcity has driven us to invest considerable time and effort in building relationships with local providers. By collaborating closely, we find innovative ways to source what we need, often finding sustainable and locally crafted alternatives that add an authentic touch to our offerings.
Water access was another hurdle. Given the demand for high-quality, natural water, we have invested in larger storage capacity, enabling us to provide fresh, natural water on tap. This approach aligns with our commitment to sustainability and enhances the guest experience by offering a unique touch that reflects our dedication to the environment and to luxury.
CD: Rabot offers a very distinct blend of luxury and nature. Can you share more about how the hotel integrates the natural beauty of St. Lucia into its design and guest experience?
LF: Our hotel sits on a stunning 140-acre property, yet only 6 acres are occupied by the hotel itself, leaving an abundance of untouched natural beauty for our guests to enjoy. From the beginning, our design philosophy has been to blend seamlessly into the environment, using colors and materials that reflect the natural surroundings of St. Lucia. Every building and structure respects the terrain, enhancing the sense of harmony between the hotel and the landscape.
To fully immerse guests in the beauty of the island, most of our activities take place on our land. Guests can wander through cocoa groves, experience the unique flavors of St. Lucia by tasting fruits and cocoa directly from the trees, or explore scenic trails that wind through the property. This allows them to connect deeply with the land while enjoying a truly authentic, luxurious experience. By integrating nature into every aspect of our design and offerings, we provide guests with an intimate connection to St. Lucia’s rich landscape and culture
CD: What trends do you see emerging in the luxury hospitality industry, and how do you ensure that Rabot stays ahead of the curve?
LF: Regenerative tourism appears to be the growing trend, where guests want to contribute to local community and environmental success with their visit. We are lucky that our business model is built on this principle and has been for 15 years.
CD: You’ve been with Rabot by Hotel Chocolat for some time now. Can you share one or two of your most memorable moments as General Manager?
LF: The idea of having a site dedicated to our immersive cocoa farm and chocolate making experience was tabled over 10 years ago, seeing it open during covid in 2021 was a really special moment. Feeling part of a family both on the island and the wider business makes every day memorable.
CD: Finally, what’s next for Rabot by Hotel Chocolat? Are there any exciting future plans or developments for the hotel that you can share with us?
LF: Loads! Come and see for yourself, our new cocoa studio will be open early 2025. We are excited to share the treats that come out of it with all…watch this space!
