Serge Ditesheim is the best example of how profession and vocation do not always follow the same path. At the age of 25, his passion for the hotel industry took hold of him and would not let him go from then on. For 13 years, he earned his spurs and climbed up rung by rung until he finally fell in love with this small piece of land on the Mexican Riviera, in this location in the middle of the rainforest and high above the roaring waves, in which he embedded the One&Only Mandarina, a jewel of a jungle hotel.
FACES: How did you get into the hotel industry?
Serge Ditesheim: To be honest, more by chance. I am a classic career changer. Originally, I trained as a craftsman in Switzerland, did a baccalaureate in economics and technology and earned quite well for a few years. My first contact with the hospitality industry was through my cousins, who are both restaurateurs. I helped out there from time to time on the side, so it was more of a hobby. In 2004, I was drawn to faraway places and took my first job in the hotel industry: as a scuba diving instructor at Banyan Tree in the Maldives. As I speak four languages, this was perfect for me – and I discovered my passion for the hotel industry. Over the next 13 years, Banyan Tree became my “hotel school”, I worked my way up from position to position, never missing a job or department, and I realized more and more that this was my calling. To ensure that I also had academic backing, I completed an MBA and continued to pursue my dream. And today I’m sitting here – as General Manager at One&Only Mandarina in Mexico.
F: How would you describe the One&Only Mandarina in one sentence?
SD: That’s not so easy, because the One&Only Mandarina has so many different facets. It is a contemporary retreat where many energies flow together – the Sierra Mountains, the rainforest and the ocean meet here, creating a very special place. This atmosphere and energy can be clearly felt throughout the resort. In addition, the contemporary design and, above all, the seclusion and privacy of the resort are truly unique.
F: From the idea to the concept to the completed hotel: How long did it take you to get there?
SD: That is very difficult to say about One&Only Mandarina, because it is not a conventional hotel. So many different levels had to be considered, and numerous architects, planners and visionaries were on board to turn the idea into reality. You have to imagine: The site covers 265 hectares and is an important archaeological site. We have been extremely careful to ensure that the land and history are treated with respect. The entire resort was carefully integrated into the existing natural landscape; not a single tree was felled just to make our ideas come true. Rather, we give nature the stage – this is very complex and takes much more time than simply clear-cutting and starting with a new building. So you can definitely say that it took several years longer for the completed resort to open than would have been the case with a conventional hotel.
F: Why should we definitely stay with you?
SD: If you’re looking for contemporary design in the middle of the rainforest, lots of privacy, but also want to experience the ultra-luxurious One&Only lifestyle, the One&Only Mandarina is the place for you. In addition, the landscape in which the resort is embedded is truly breathtaking: high mountains that merge seamlessly into rainforest, which in turn extends down to the beach. Immersing yourself in this scenery is a truly unique experience. The resort offers so much space, each villa is independent and detached, and privacy is a top priority here. We’re also in an area blessed with rich culture: the birthplace of tequila is only two hours away, the Riviera Nayarit has wonderful local cuisine, and the resort offers so much more than just beautiful accommodation. We have two private beaches with two beach clubs, four restaurants with a celebrity chef and even a horse farm with 40 horses. Here you can let yourself drift, experience something new every day and become part of this fantastic atmosphere.
F: What do hoteliers need to think about that others don’t?
SD: (laughs) Over the years, I’ve learned what I shouldn’t worry about: namely things that I can’t influence. As a hotelier, there are so many things to consider, so many possibilities to think about. It used to really stress me out when the weather didn’t play ball at an important event, for example. Today I know that as a hotelier, I not only need a plan B, but preferably also a plan C, D, E and F.
F: What are you worrying too much about?
SD: Definitely not about the weather anymore! I’m no longer worried – I’m more concerned that all our guests are really 100 percent satisfied, because “ultra-luxurious” is a big promise and comes with a lot of responsibility. First we talked about luxury in the hotel industry, then came the term ultra-luxury, and of course I have to live up to that every day. My aim is for our guests to leave really happy and satisfied, because the days they spend here with us are extremely valuable. In the current situation, the time out here with us is even more valuable than before.
F: What are you like as a boss?
SD: It all depends. I see it as one of my greatest successes here that I have a fantastic team around me that I can rely on and who know exactly what their job is. That makes it easy for me, and I would almost say that I sometimes have a “laissez-faire” attitude, as I know that everyone understands and does their job 100 percent. But in crisis situations, such as a hurricane or heavy rainfall, I can also switch quickly, take the reins and lead more strictly. I always make sure that my management style is adapted to the situation, my environment and the people around me. But I definitely have my quirks too: When you work with me, you know that you have to get to the point quickly because I have a very short attention span. Beating about the bush is not my thing.
F: What qualities does a good host need?
SD: Definitely empathy. It is extremely helpful if you are able to put yourself in your guests’ shoes, because every guest has their own requirements and wishes. It is of course an advantage if, as a hotelier, you don’t want to assert your ego, but have the ability to jump over your own shadow and fully engage with the guest. Empathy is more important than your own ego.
F: What do you like most about guests?
SD: I like it best when a guest is open to what the resort and the surrounding area have to offer. A guest who lets themselves go and trusts us, regardless of whether it’s the culinary delights or the experiences we create for them. As soon as a guest checks in and hands over the reins to us and is ready to let everything sink in – these are the guests who are the most fun to work with.
F: What do you dislike in guests?
SD: I’m not worried about that. Every guest who arrives is someone who has chosen us and our way of hospitality. We prefer to adapt to our guests and their needs.
F: What are your standards for your hotel, and how have your guests’ expectations changed in recent years?
SD: Very early on, when I was standing here on the construction site, I realized the charisma of the resort and the potential it would have. It was clear to me then: the One&Only Mandarina must be established as an iconic hotel. I openly communicated from the outset that this hotel could achieve world-class status. That may sound arrogant, but as a hotelier I want to live up to this potential with my team, our services and our service. The One&Only Mandarina is a truly exceptional hotel and, in my opinion, deserves its place in the Champions League. Our hotel story goes hand in hand with the world situation, as we opened in November 2020, in the middle of the pandemic. This also means that guests have different expectations, as it is more important than ever to feel not only comfortable but also safe. Guests appreciate this time away from home even more – this requirement has definitely changed. We have to be careful to show our guests respect when they dare to leave their comfort zone again.
F: As a hotelier and host, you experience an exciting everyday life. What story do you have to tell us?
SD: Many of my most amusing memories are of an animal nature. When animals interfere in everyday hotel life, it can sometimes be tedious, but it’s usually something to smile about. Over time, you also learn to live in harmony with the animal world. At One&Only Mandarina, we have numerous videos of four-legged visitors secretly drinking from the pool at night, sitting at the bar or looking for our kitchen scraps. The cutest are the so-called coatis: small, South American coatis. They are quite peaceful contemporaries that grow to about the size of a full-grown domestic cat. One image I will never forget is a Coati lying down on a sun lounger by the pool to warm his belly in the sun. It’s always funny to see how these little four-legged friends fit into such a luxurious hotel. An animal situation that caused a little more chaos in Asia a few years ago was a small monitor lizard that did two lengths in the pool before disappearing leisurely back into the thicket. None of my guests were left in the pool.
F: What do you think of Airbnb?
SD: I think it depends on whether they ask me as a private individual or as a hotelier. Airbnb is popular for a reason, and people like the benefits of Airbnb. As a hotelier, it is important to me that Airbnb has to meet the same requirements as a hotel. This equal treatment, which is currently still progressing very slowly, is very close to my heart and can trigger heated discussions, because a hotel has to overcome many hurdles that Airbnb operators have rarely had to face so far.
F: What do you look out for when you stay out yourself?
SD: Of course there are beautiful hotels all over the world, but the location is most important to me. When I’m traveling myself, I always look for the perfect location so that I can set off on foot on a city trip or have a beautiful view from my hotel room.
F: What is the best hotel in the world that you have stayed in?
SD: On my very first visit to New York City, I had a suite at the St. Regis. I was so impressed by the location on Fifth Avenue and thrilled by the hustle and bustle of the area. That’s why the St. Regis NYC has a very special place in my travel diary, and the King Cole Bar is still one of my favorite places for an aperitif.
F: Which hotel would you like to own yourself?
SD: I can’t name an existing hotel, but I can describe my dream hotel: It’s in the Swiss Alps, in my old home country. A small, manageable chalet-style house with breathtaking views from every window. I would draw a 100-kilometer radius around this hotel, and the hotel only sells the products and items that we can get within this radius. This fruit doesn’t grow here? Then you won’t find them on our menu either. No salmon here? Then we’ll just do without salmon.
F: Would you go back to Switzerland?
SD: Yes, I would go back to Switzerland. The distance has made me appreciate this country in a completely different way. Over the past 20 years, I have only ever been there as a tourist and now understand the fascination of Switzerland as a travel destination.
F: Where is your own bed?
SD: In San Francisco. No, not the famous city in the USA, but a small village on the Nayarit coast that everyone here just calls San Pancho. Pancho is Francisco’s nickname and St. Francis is the patron saint of our village. The village combines local life with a very casual lifestyle. There is a great beach that is very popular with surfers and a cool vibe. It’s a wonderful balance for me between work and home. We have a small house with a garden and can not only harvest wild bananas, papayas and guavas, there are also many other tropical plants growing on the property. The rainy season brings so much life – every failed gardener should try planting here.
This is what Serge Ditesheim from…
Cruise ships: Not for me, but I understand the hype.
Buffet food: If you arrange it stylishly and elegantly, a buffet can be something really great. But definitely with live cooking stations!
All inclusive: All inclusive has a certain lightness for the guest, as they no longer have to worry about anything. But the same applies here: stylish!
Tips: A fundamental part of the income of employees around the world. “Praise where praise is due”!
Dogs in the restaurant & hotel: Dogs are part of the family, so dogs should also be welcome. However, it is important that this does not negatively affect other guests.
Children in the restaurant & hotel: It is incredibly important that the little ones feel comfortable and have great experiences. There are also very simple ways that other guests can still enjoy their peace and quiet, for example in our adults-only pool.
Entertainers: The first thing you think of is a well-trained person doing jumping jacks by the pool. But well-made entertainment is so much more and an important part of our One&Only lifestyle.
Dress codes: I think it’s wonderful when you dress up for an evening out, because it shows that you have special expectations and that you’re making an effort for your partner. But I’m not a fan of imposing a strict dress code.
TripAdvisor: Tripadvisor is a platform for honest guest reviews; the idea behind it is important and contemporary. Only the total anonymity is a shame and often makes our job as hoteliers difficult.
Online Travel Agents: OTAs are an easy way for a smaller company with fewer marketing and PR opportunities to reach an audience of millions. One thing is very important to us: all partners can and may sell on the same terms.
Sharing economy: It is extremely important for hotels to incorporate both the natural and the human environment. A hotel can only be successful if the communities around it are also successful.
Sustainability: Should not just be seen as an “event”, like a single beach cleaning, but should be a criterion from the very first step, influencing construction, planning, products, culinary offerings – simply everything. A modus operandi.
Shortage of skilled workers: You can also feel it in Mexico, but I see it more as an incentive to remain an attractive employer.
Celebrities: When I meet a star, I always ask myself: “What is their special talent?” – that fascinates me, and you always meet new interesting people with fantastic abilities.
Serge Ditesheim
From Bern to the big wide world: the Swiss Serge Ditesheim is attracted by wanderlust. He fell in love with the hotel industry in the Maldives and then traveled to Morocco, Indonesia, the Seychelles and Laos. His professional reorientation lasted 13 years, taking him from diving instructor to Front Office Manager and, after several positions, finally to General Manager of the One&Only Mandarina, one of the most beautiful places on the Mexican Pacific coast. While Serge Ditesheim answers our questions in the interview, his dog Lulu, a Mexican beach dog with alert eyes who turned Ditesheim’s head at the animal shelter, watches over him – one of those unique experiences that make life special for the Swiss.
One&Only Mandarina
Luxury has nothing to do with gold-plated chandeliers and marble fittings. Serge Ditesheim has created a retreat on the Mexican Pacific coast where guests can simply let go. The One&Only Mandarina blends quietly into the tropical jungle in the form of free-standing tree house villas high above the ocean: Never has a sunset been more beautiful, never has tranquillity been better to enjoy than here.
One&Only Mandarina, Carretera Federal Libre 200 Tepic-Puerto Vallarta, El Monteón, Municipio de Compostela, Nayarit, Mexico, accommodation in a double room from approx. 1’395.-, To the website of the One&Only Mandarina
Photos: segara Kommunikation® GmbH
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