From her early childhood in Madagascar to studying tourism in Paris and spending time in Scotland, Ms Sophie Deflandre’s journey has been shaped by hospitality, travel and cultural discovery. She began her career as an intern at the former Copthorne Hotel and recently marked 34 years of service at M Social Hotel Paris. Hospitality has also played an important role in her personal life, as it was through the industry that she met her husband. They have two children, aged 20 and 23.

Read on to learn more about Sophie’s career journey, the hotel’s evolution and the experiences that continue to shape and inspire her.

Q. You recently celebrated 34 years of service at M Social Hotel Paris. What first brought you to the hotel, and what do you remember most about your early days?

I joined the hotel as an intern with no previous hospitality experience. What I remember most is the kindness of my colleagues, who generously shared their knowledge and helped me develop professionally.

This willingness to share expertise and mentor newcomers is something that has stayed with me and remains, in my opinion, one of the fundamental values of our profession.

Q. The hotel has undergone many changes and transformations over the years. What has it been like to grow alongside it?

I have witnessed many transformations throughout my career at the hotel. When I first joined, it was known as the Copthorne Hotel. It later became the Millennium Hotel Paris Opéra, a transition that included a complete renovation of the property. It was a significant period, and the entire team came together to adapt and make this transformation a success.

In 2021, the hotel entered another exciting chapter when it was rebranded as M Social Hotel Paris, the Group's lifestyle brand, following a major renovation. This new identity encouraged us to rethink the guest experience, embrace new ways of working and continue raising the quality of our service.

Growing alongside the hotel taught me to embrace change and keep learning. It also inspired me to move into Reservations, where I could broaden my skills and take on new challenges while still contributing to the guest experience.

Q. What do you enjoy most about working at M Social Hotel Paris?

What I appreciate most is the strong team spirit and the close collaboration between the different departments.

I would also like to highlight the positive impact our General Manager, Mr Gilles Lodewyck, has had on the hotel. He has worked hard to create a better working environment for employees while always keeping our guests' experience at the heart of everything we do.

I particularly enjoy working with the Sales, Reservations and Marketing teams, where sharing ideas and working towards common goals creates a positive dynamic. The Reservations team’s growing involvement in corporate events also allows me to engage more directly with guests, strengthen cross-departmental relationships and contribute to a wider range of projects.

Q. For many guests, the reservations team provides their first impression of the hotel. What does it take to make that experience positive and memorable?

Understanding the purpose of each guest’s stay is essential, whether they are travelling for business, with family or celebrating a special occasion. By asking the right questions, listening carefully and personalising each interaction, we can make every guest feel genuinely valued.

Even small details, such as knowing where a guest is from, can help create an immediate connection. For me, attentive listening, genuine care and personalisation are key to making a memorable first impression and delivering an exceptional guest experience.

Q. Is there a particular guest interaction or experience that has stayed with you over the years?

When I worked at Reception, over time, some guests became almost like people you welcome into your own home. A genuine bond develops. As the years go by, you become attached to your guests, and certain memories remain with you for a very long time.

I particularly remember an Italian guest whose cheerful personality always brightened the reception. He was very kind to the team, and it was always a pleasure to receive him. We also welcomed a Moroccan family who often brought us traditional delicacies from their country. These thoughtful gestures and personal connections are what make hospitality so special.

Some guests almost become part of the hotel's own story. Over time, we come to know their habits, their preferences, and sometimes even the important milestones in their lives.
It is incredibly rewarding to see guests return because they feel at home with us and know they will be recognised and welcomed with genuine care and attention.

Q. After 34 years in hospitality, what continues to motivate you? What advice would you give your younger self?

I believe that motivation is the driving force behind any profession. Even after 34 years, I remain motivated by knowing that my work contributes to the hotel’s success and helps create a positive experience for guests from their very first interaction with us. No two days are the same, and interacting with guests from all over the world makes each day unique.

To my younger self, I would tell her to persevere and never give up. Hospitality can be demanding, but the relationships you build with guests make it deeply rewarding. I would also encourage her to embrace every opportunity to learn, as each experience and challenge helps you grow professionally and personally.

Q. When you are not helping guests plan their stays, how do you enjoy spending your time?

I enjoy making the most of my weekends by getting out and exploring, or rediscovering, different parts of Paris, particularly La Villette and the Bois de Vincennes. I also enjoy visiting museums and travelling whenever I have the opportunity, as I love discovering new cultures and destinations.

I also play badminton. During my holidays, I particularly enjoy returning to the Basque Country, where I can truly relax and recharge.

Q. What do you love most about living and working in Paris?

I love Paris because, for many international visitors, it represents France itself. I admire its history, its culture, and the unique energy that defines the city. It is a city that continues to inspire dreams and offers an exceptional richness in both culture and human connection.

Paris also holds a special place in the world of hospitality. We are fortunate to welcome guests from every corner of the globe and to work in a city that is home to some of the world's finest hotels.