From Strasbourg to St. James: Marie-Paule Nowlis on leading Sofitel with passion and precision

Marie-Paule Nowlis, General Manager at Sofitel London St. James and the Area General Manager for Sofitel UK and Sofitel Legend The Grand Amsterdam, has built a remarkable career in the hospitality industry. With over 30 years of experience with the Sofitel brand, Nowlis’s journey has been shaped by her unwavering commitment to authenticity, adaptability, and a deep understanding of the luxury hotel landscape.Nowlis’s story in hospitality began almost by chance. “I think I started in the industry by accident because I didn’t know which area I was passionate about when I was 16 or 17,” she recalls. However her neighbour, an executive chef, inspired her to attend hotel school in Strasbourg, Alsace, marking the beginning of a career that has taken her across continents and through a series of prestigious roles within the Sofitel brand.

The Early Days: From Strasbourg to Paris

Marie-Paule joined Accor in 1989 as a Night Manager at Sofitel Strasbourg, soon making her mark as a promising leader within the company. Her career progressed rapidly as she moved to Paris, where she took on roles that shaped her expertise in guest experience and operational excellence. During her time in Paris, she became Vice President of Guest Experience and Operations for Sofitel in Europe, the Middle East, and Africa, and also served as Brand Director of Sofitel Legend. Her contributions included the opening of Sofitel Le Faubourg and her role as Director of Operations and Head of Food and Beverage at the iconic Scribe Hotel in Paris.

Reflecting on her early passion for food and beverage, Nowlis shares, “I worked in Michelin star restaurants. It was all about precision and high expectations. And I like that.” This drive for excellence in every detail of the guest experience has been a hallmark of her leadership style throughout her career.

New York: A Stepping Stone in Global Hospitality Leadership

Before her current role in London, Nowlis held the position of Acting General Manager at Sofitel New York, where she led the operational and strategic execution of the 400-room flagship property. Moving to New York in 2015 was both a professional challenge and a personal journey. Marie-Paule moved to the city to follow her husband, who is American. While Marie-Paule at first resigned, Sofitel came to her with the offer of this role, and Marie-Paule was at first apprehensive about the position. 

Marie-Paule recounts that her husband told her that while New York is a tough city, “you know the brand, so maybe you should go for it”. Despite initial reservations, Nowlis embraced the fast-paced culture and competitive environment of the city, which she describes as “a different scale” even compared to London. “I loved every single minute there,” she says. 

“New York is not the US. The pace and scale of New York also is so unique,” she adds, emphasising the importance of understanding local cultures and adapting quickly to meet the expectations of guests and stakeholders. This adaptability has been crucial in her role, not just in New York but also in her subsequent leadership positions in London and beyond.

Leading Sofitel London St. James and Expanding Her Reach

Since joining Sofitel London St. James in 2019, Nowlis has not only overseen the daily operations of this prestigious property but has also recently been named Area General Manager for Sofitel UK and Sofitel Legend The Grand Amsterdam. Her expanded role includes guiding the strategic direction and ensuring brand consistency across multiple locations.

Speaking about her current responsibilities, she says, “It’s great to oversee the vision and the strategy. And being here to support the GM and his executive team.” For Nowlis, leadership is about striking a balance between providing clear direction and empowering her team to take ownership of their roles.

A Philosophy Rooted in Authentic Leadership

Nowlis’s leadership philosophy centres on trust, authenticity, and engagement. She believes that “leadership starts with commitment, engagement, authenticity, and trust… giving and sharing a vision.” Her approach is not just about setting high standards but also about inspiring her team to deliver on them consistently.

“At the end of the day, your team can see through you; the only person that we lie to is ourself if we are not authentic,” she emphasises. This belief in genuine leadership is a cornerstone of her management style, ensuring that Sofitel not only meets but exceeds its guests’ expectations. “It is on us to make sure that we are able to inspire our team through being authentic leaders because at the end of the day,” she notes.

Navigating Challenges: Brexit, Covid-19, and Beyond

Marie-Paule Nowlis’s tenure at Sofitel London St. James has coincided with some of the most challenging periods for the hospitality industry, including Brexit and the Covid-19 pandemic. Reflecting on these times, she notes, “Brexit certainly wasn’t easy for us, especially in hospitality, because 70% of our workforce came more or less from abroad.” Despite these challenges, she has implemented creative solutions to attract and retain talent, including visa sponsorships and tailored training programs.

For Nowlis, adaptability is key in overcoming such hurdles. “Adaptability is critical nowadays as businesses are changing every single day,” she says, highlighting how her diverse international experience has equipped her to handle the dynamic nature of the industry, particularly when it comes to attracting and retaining talent.

The Sofitel Brand: A Commitment to People and Culture

Nowlis’s long-standing commitment to the Sofitel brand is driven by its focus on people and culture. “If today I’m still with the brand, with this company, it is for that reason,” she states. She sees her role as more than just managing operations; it’s about cultivating a culture where leaders inspire their teams and believe in their potential. “I hope that I have people in my team today that see that I believe in them and know I want the best for them,” she adds.

This dedication to her team’s development and success is what has enabled her to foster a work environment where trust and mutual respect are paramount. Her approach is not merely about meeting business objectives but also about creating an atmosphere where employees can grow and thrive.

Shaping the Future of Hospitality

Looking to the future, Nowlis is focused on how Sofitel can continue to evolve in a rapidly digitising world while staying true to its luxury roots. She questions, “How can we make sure that especially in luxury, people have the choice for those who don’t want to use a device for everything?” Her goal is to blend technological advancements with personalised service, ensuring that every guest feels valued and understood.

Plans are already underway to refresh key properties, including the renovation of Sofitel New York and Sofitel London St. James’s suites. These developments underscore the brand’s commitment to maintaining its luxurious standards while adapting to modern guest preferences. “We have planned to renovate our suites for the first quarter of 2025. Sofitel New York will be renovated also,” she reveals.

Conclusion: Passion, Resilience, and the Pursuit of Excellence

Marie-Paule Nowlis’s journey from a hotel school student in Strasbourg to a global leader at Sofitel is a testament to her passion, resilience, and unwavering commitment to excellence. Her career, spanning roles from Night Manager in Strasbourg to Area General Manager for Sofitel UK and Sofitel Legend The Grand Amsterdam, is clearly marked by a consistent drive to elevate the guest experience and inspire those around her.

For Nowlis, hospitality is ultimately more than a job; it’s a calling. “I don’t go to work, you know; I have the luxury to do what I love doing,” she says. Her love for the industry, combined with her dedication to authentic leadership, positions her as a guiding light in the ever-evolving world of luxury hotels. As she continues to shape Sofitel’s future, her influence is sure to inspire both her team and the next generation of hospitality leaders.