Through the service entrance.

I entered this profession through the service entrance. There is no better school. At Sofitel, I learned hospitality and, above all, how to understand what clients do not put into words. They ask for a table; they want an evening without a false note. They ask for a car; they want never to have to think about it again.

I spent years alongside people accustomed to everything being possible. Then I chose to create a service in my own image, here in Luxembourg. In a single day, I might drive an executive between meetings, welcome a family discovering the country or meet a traveller at the airport. Circumstances change. My role remains the same: to make everything feel simple.

What do I do differently? I answer the phone. In the evening, on Sundays, at the airport. And when I cannot honour a commitment, I say so. An honest no is always worth more than an uncertain yes.

— Karlen