When Christiane Germain walked into the Manhattan lobby of Ian Schrager's legendary Morgans Hotel in 1986, her perception of what a hotel could be was transformed. She didn't realize it at the time, but her life's journey was about to change forever.

“We saw that place, and we said, oh my god, so why don't we do this? Why don't we do a hotel in Quebec City? So that's how it started," Christiane says.

Just two years later, at only 32 years old, Christiane and her brother Jean-Yves launched Canada's first boutique hotel — and her first hotel ever. Today, Germain Hotels boasts 19 locations across the country and is renowned for its iconic style and innovative practices.

”The pursuit of excellence has to be in your DNA; it's not something that comes and goes,“ says Christiane. ”I love what I do because I don't have to force myself. I'm always looking for the best — whether it's the people you hire, the products you choose, or the partners you work with.“

She emphasizes, ”Excellence means different things to different people. But if you're always striving for it, it will be evident in your results. Attention to detail is crucial because excellence often shines through the small things.“

Redefining the boutique hotel experience

Today, boutique hotels are popular among travelers who seek unique experiences and personal touches. However, in the 1980s, when the Morgans Hotel introduced its limited rooms and thoughtfully curated elements, this concept was novel. The hospitality industry was dominated by utilitarian spaces designed solely for sleeping; if you'd seen one, you'd seen them all.

Morgans Hotel's lavish common areas, designed by French interior designer Andrée Putman, and adorned with archways and limestone columns, offered something entirely different. These spaces resembled opulent living rooms rather than mere lobbies, and each room was enhanced by photographs from iconic New York artist Robert Mapplethorpe. These distinctive touches signified to guests that they were part of a unique experience.

Christiane was captivated by the hotel's timeless physical details, but what she took back to Canada was the philosophy behind them: hotel guests aren't just seeking a place to sleep; they're looking for an experience. Christiane knew she could build a team capable of delivering that.

”Curiosity and attention to detail are essential. Sometimes excellence is found in the smallest things that aren't immediately visible but are deeply felt,“ Christiane explains. ”Whether it's a restaurant or a hotel, it's all about crafting a memorable experience. Service isn't just about delivering the right cup of coffee at the right time; it's also providing an experience with that cup of coffee.“

She shares how staff are trained to listen closely to each guest, tailoring their experience in unique ways — like playing opera in a guest's room after they mentioned their love for it. In one memorable instance, a guest found a chocolate treat on their pillow, reminiscent of the dessert his mother gave him on his birthdays as a child. A staff member, remembering the guest's story, went out of their way to create that special touch.

Forging a family legacy of entrepreneurship

Entrepreneurship runs in Christiane's and Jean-Yves's blood. They grew up watching their parents juggle multiple ventures in the restaurant industry. Their father opened Quebec City's first steakhouse without ever having cooked a steak, showcasing the boldness that would inspire Christiane and her brother to pitch their own audacious idea: converting one of their father's old office buildings into Canada's first boutique hotel.

The launch was an immediate success, leading to the opening of several more hotels. Christiane and Jean-Yves complement each other perfectly in their roles; he handles finance and development while she leads operations and marketing.

From a young age, Christiane was drawn to dynamic experiences, which might explain why she didn't enjoy school. She disliked it so much that she dropped out of post-secondary education. When her father learned of this, he told her that while she didn't have to attend school, she did have to work. Christiane took a job at a bank where she stayed for a year without issue — until a new employee started making more money than her despite her additional experience.

The manager explained the discrepancy: the new employee was a man with more education.

Determined to change her circumstances, Christiane returned to school to study hotel and restaurant administration, launching the successful career she enjoys today.

”When starting a business, waiting until everything is perfect means you'll never start. You have to dive in and make it work over time,“ says Christiane. ”I wish young women would be less hard on themselves. Women are so talented, and sometimes we just need to take the leap.“

Excellence as a strategy

The awards garnered by Germain Hotels stand as a testament to the Germain family's relentless pursuit of excellence. Operating under the Le Germain, Alt, and Escad banners, the company has earned numerous accolades since its launch, including being named one of Canada's 50 Best Managed Companies by Deloitte for 22 consecutive years — a recognition of their achievements in business strategy, culture, innovation, and governance.

The group has been recognized for its sustainability initiatives, such as the soon-to-be LEED-certified Alt Hotel Calgary University District, which reflects Germain Hotels' commitment to environmentally friendly practices. Le Germain Hotels in Calgary and Montreal, along with Le Germain Charlevoix Hotel & Spa in Baie-Saint-Paul, consistently rank among Canada's top hotels in Condé Nast Traveler's Reader's Choice Awards, highlighting the exceptional guest experiences they provide.

Christiane, Co-President of Germain Hotels, has also received multiple personal accolades, including being named one of Canada's Most Powerful Women: Top 100 by the Women's Executive Network, earning her a place in the Hall of Fame. Her leadership and contributions to hospitality are widely recognized, particularly her commitment to personalized service and positive corporate culture.

Navigating challenges with resilience

Coming up in a male-dominated industry, Christiane initially felt she had to wield power in a commanding way. However, as she grew into her role, she developed her own leadership style, one that relies on inspiring excellence.

Despite her many achievements, Christiane has faced significant challenges, including the pandemic, which severely impacted the hotel industry and its people. At its peak, she worried that she might lose the business entirely. Maintaining the company required making tough, uncompromising decisions, reinforcing her belief that while strategic planning is critical, leaders must also be prepared to navigate the unexpected.

”After going through the pandemic, I learned what tough really means. Now, the challenges seem manageable. If you enjoy what you do, the hurdles become surmountable.“

”There are days when you didn't get enough sleep, you work too much, and then you overreact. You need to take a deep breath and pause before making decisions. It's important not to let temporary emotions drive long-term choices.“

Leading with impact and inspiring others

”One day, I realized it's not about me; it's about them — the people you interact with. If what you've done inspires even a few people, that's wonderful,“ Christiane reflects. ”Women will always face challenges, but it's possible to overcome them even when things aren't perfect.“

At Germain Hotels, excellence is celebrated through their 'Details Gvent' recognition system, which honors employees who embody the brand's values and go above and beyond in their attention to detail.

For Christiane, luxury is not just about the place; it's about adapting service to the individual. ”Listen to their answers and adjust your service accordingly. It's not easy to describe because it's so emotional and depends on many factors,“ she explains.

Though designing intuitive service as a business model is complex, Christiane finds joy in the art and challenge of creating luxury experiences.

”I feel privileged. I love what I do. The pandemic was tough, but now it's okay. We still face challenges, but nothing overwhelms me because I still love my work. The things I don't enjoy, I don't do anymore. It's about finding joy in what you do even when it's hard.“