The decisions guests remember most

Stephane Lacroix knows Hotel Jerome the way only a lifetime hotelier can. As general manager of Aspen’s storied icon, he balances legacy with the everyday realities of running an independent hotel that still needs to surprise and delight guests, season after season. 

Here, Lacroix shares what pulled him into hospitality, how he thinks about the cues that matter for personalization and what it really takes to steward a historic property while keeping it very much alive.

—Interview by Jennifer Glatt, edited by Lesley McKenzie

What first drew you into hospitality, and when did you realize it was the career path you wanted to pursue long-term?

People have always been my North Star. I started in wine, captivated by craft, ritual and the way a great pour opens conversation. Hospitality let me take that feeling and scale it across cultures, properties and teams. Early roles in world-class hotels and the chance to learn from remarkable leaders showed me how a single decision can shape a guest’s memory or a team’s culture.

Looking back, what pivotal experiences shaped your approach to leadership in luxury and independent hotels?

Working at The Hôtel de Paris in Monte-Carlo with Chef Alain Ducasse refined my sense of precision; the Ritz in Paris taught me presence and restraint; The Watergate Hotel in Washington, D.C. sharpened my agility and stakeholder alignment. Across those destinations, I watched leaders lift teams by modeling composure, clarity and respect. Today, my style blends that elegant rigor with Auberge’s ethos, deeply personal, destination-driven and relentlessly guest-centric.

What’s your favorite way to personalize a guest's stay at Hotel Jerome, and why does that particular touch make a difference?

I aim to spend most of my day on the floor, listening for the little cues that matter. Thoughtful, “only-in-Aspen” suggestions on pre-arrival; curated welcome amenity and humidifier just the way they like it; a warm welcome at Prospect by name. They’re quiet gestures, but they say: we see you. At Auberge, personalization is never loud, it’s precise, intentional and memorable.

How do you empower your team to deliver personalized service consistently without feeling scripted or forced?

We recruit for personality and heart, then coach purpose. We arm the team with guest context, give them permission to own the moment and celebrate specific wins daily. Immersion in the Aspen community keeps their recommendations authentic and alive. That’s how service feels natural, not rehearsed.

Hotel Jerome has such a distinct sense of place—what are you doing to preserve and evolve that identity as Aspen continues to change?

Jerome is Aspen’s social hub, dating back to 1889. We protect the soul and elevate the experience. Our recent room refresh honors heritage while upgrading comfort; programming leans local and cultural, Après Tea in the Garden Room, a winter ice-skating rink in the courtyard and a growing partnership with the Wheeler Opera House for intimate performances at Bad Harriet [Hotel Jerome's "cocktail institution" beneath the Aspen Times building.]

Anything else you’d like to share?

We’ve completed a comprehensive refresh of rooms and suites to exceed seasoned travelers’ expectations while protecting the integrity of our one-of-a-kind property. The next chapter is clear: deepen Jerome’s role as Aspen’s cultural heartbeat, infuse wellbeing touch points throughout the guest journey and continue crafting the kind of discreet, sincere luxury that Auberge Collection is known for, where every stay feels personally composed.

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