TOP 100 HGM Brochure

HOTEL GENERAL MANAGERS

In the ever-evolving world of luxury hospitality, standing out requires more than just a name. It demands leadership, vision, and an unshakeable commitment to excellence. With immense pride and enthusiasm, we present a special showcase: the TOP 100 Hotel General Managers 2024, curated by the Luxury Lifestyle Awards. This prestigious list is more than a collection of names; it is a celebration of the pinnacle of leadership and dedication within the luxury hospitality industry.

Each name on this list represents a remarkable journey of commitment and excellence. These leaders, at the helm of the world's most luxurious hotels, epitomize professional achievement in their field. Their roles extend beyond the operational management of these establishments; they are the curators of exceptional experiences, architects of unforgettable memories, and standard-bearers of unmatched service and luxury.

Their innovative approaches, dedication to service excellence, and inspiring leadership styles place their hotels on the global luxury map. From the grandeur of metropolitan skyscrapers to the serene elegance of secluded resorts, these general managers have mastered the art of hospitality, setting new industry benchmarks.

The TOP 100 Hotel General Managers of the World by the Luxury Lifestyle Awards not only acknowledge these individuals' extraordinary achievements but also serve as a source of inspiration for emerging talent in the hospitality sector. As the luxury hospitality landscape continues to evolve and expand, these leaders guide the way forward, pioneering new trends and setting higher standards.

This list, therefore, is not just about recognizing achievement; it is about celebrating the spirit that propels the luxury hospitality industry forward – a spirit of excellence, innovation, and a steadfast dedication to providing the best experiences to guests from all corners of the globe.

THE SELECTION PROCESS

HOW WE CHOOSE THE BEST

RESEARCH METHOD

Luxury Lifestyle Awards research professionals select the best hotel general managers in an online desk market research by using publicly available data to ensure maximum transparency and credibility. We use factual information, referrals, recommendations and all materials available in the public domain.

ONLINE DATABASES & MARKET DATA

COMPANY DATA THE PRESS

SOURCES OF THE RESEARCH

INDUSTRY EXPERTS

BLOGS, FORUMS, COMMENTS

SOCIAL PLATFORMS

TRADE ASSOCIATIONS

MARKET RESEARCH REPORTS

SELECTION CRITERIA

Research teams at Luxury Lifestyle Awards use industry-specific criteria to identify the best hotel general managers. We focus on attributes such as leadership excellence, reputation, business performance, achievements, and the overall quality of the guest experience to ensure a comprehensive evaluation.

LEADERSHIP

Assessment of effective team leadership, resource management, and fostering positive work environments.

EMPLOYEE

Review of retention rates, staff feedback, and initiatives promoting a supportive workplace culture.

Recognition of industry awards and achievements reflecting leadership and innovation.

Assessment of career trajectory, impact on hotel brand, and influence within the hospitality industry.

PEER

Insights from interviews and recommendations from industry peers and experts.

Consideration of guest feedback and ratings to gauge overall satisfaction and guest experience impact.

Evaluation of contributions to local communities, industry associations, and reputation among peers.

Demonstration of innovative practices, sustainability initiatives, and successful adaptation to industry trends.

Evaluation based on profitability, occupancy rates, and guest satisfaction scores.

HOTEL GENERAL

THE SPOTLIGHT

INTERVIEWS WITH THE WORLD'S GENERAL MANAGERS

AHMED EREIBA

GENERAL MANAGER

IN AN EXCLUSIVE CONVERSATION LED BY ALEXANDER CHETCHIKOV, PRESIDENT OF THE WORLD LUXURY CHAMBER OF COMMERCE, AHMED EREIBA, A LUMINARY IN THE LUXURY HOSPITALITY INDUSTRY, SHARED HIS EXPERTISE AND VISION.

Recognized as one of the TOP 100 Hotel General Managers of the World by Luxury Lifestyle Awards, Ereiba discussed his perspective on what defines true luxury, reflected on his extensive career in hospitality, and explored the innovations shaping the future of the industry.

Alexander Chetchikov: Congratulations on being named one of the TOP 100 Hotel General Managers of the World, what does this recognition mean to you personally and professionally?

Ahmed Ereiba: This recognition is an honor, and I'm humbled to be among the top 100 hotel general managers worldwide. Personally, it reflects my dedication, and passion for the hospitality industry. Professionally, it reinforces my commitment to delivering exceptional luxury experiences and inspires me to continue pushing boundaries.

AC: Luxury is a term often used but rarely defined. In your opinion, what truly sets luxury apart in the hospitality sector?

AE: To me, luxury is about creating unforgettable experiences that exceed guests' expectations. It's about

attention to detail, personalized service, and a deep understanding of what makes each guest unique. Luxury hospitality is not just about providing high-end amenities; it's about crafting a sense of belonging, comfort, and wonder.

AC: At Sofitel Shahd Al Madinah, you seamlessly integrate cultural heritage with a luxury experience. Can you share how you balance these elements to create a unique guest experience?

AE: We achieve this balance by embracing our rich cultural heritage and incorporating it into every aspect of the guest experience. From the architecture and design to the cuisine and amenities, we weave together traditional elements with modern luxury touches. Our goal is to create an immersive experience that connects guests with the local culture while providing unparalleled comfort and service.

AC: Sustainability is increasingly becoming a part of the luxury experience. How do you incorporate eco-conscious practices at Sofitel Shahd Al Madinah?

AE: Sustainability is a core value at Sofitel Shahd Al Madinah. We've implemented various eco-friendly initiatives, such as energy-efficient systems, waste

reduction programs, and sustainable sourcing practices. We also strive to minimize our carbon footprint by reducing water consumption and implementing recycling programs. Our goal is to provide a luxurious experience that not only delights our guests but also contributes to a more sustainable future.

AC: Your career spans over three decades in hospitality, including leadership roles at iconic properties. What would you say has been the most transformative moment of your journey?

AE: The most transformative moment of my journey was undoubtedly the challenge to create a luxury experience within the two Holy cities of Makkah and Madinah. Rising to this challenge and succeeding in setting new benchmarks for luxury hospitality in these sacred destinations was a true turning point for me.

I'm particularly proud of having transformed Raffles Makkah into the world's highest Average Daily Rate (ADR) property, and positioning Sofitel Shahd Al

Madinah as one of the top luxury hotels within the Sofitel portfolio globally.

This achievement not only showcased my ability to innovate and adapt to unique cultural and geographical contexts but also deepened my understanding of the nuances of luxury hospitality in the Middle East. It's a moment that has had a lasting impact on my career and continues to inspire me to push the boundaries of excellence in hospitality.

AC: You are known for fostering a collaborative and innovative leadership style. What strategies have you found most effective for inspiring your team to deliver excellence consistently?

AE: For me, the key to inspiring my team to deliver excellence consistently is leading by example and empowering them to take ownership of creating ultimate experiences for our guests. By demonstrating a passion for excellence and a commitment to our values, I aim to inspire my team to do the same.

Empowerment is also crucial. I believe in giving my team the autonomy to make decisions, take calculated risks, and innovate in their respective areas. This not only fosters a sense of ownership and accountability but also encourages creativity, collaboration, and continuous learning.

Ultimately, my goal is to create an environment where every team member feels valued, supported, and inspired to deliver their best work. By leading by example, empowering my team, and fostering a culture of collaboration and innovation, I believe we can consistently deliver exceptional experiences for our guests.

AC: What advice would you offer to aspiring general managers aiming to make a mark in the world of luxury hospitality?

BB: To aspiring general managers aiming to make a mark in the world of luxury hospitality, I would offer the following advice:

First and foremost, recognize that your success is always based on the strength of your team. Surround yourself with talented, dedicated, and passionate individuals who share your vision and values. Choosing the right team members is crucial, as they will be the ones who help you deliver exceptional experiences for your guests.

Secondly, never underestimate the power of making a bold impression. As a general manager, you are always 'on stage,' with your team and guests watching your every move. So, don't be afraid to think big, aim high, and set ambitious goals for yourself and your team.

Lastly, be visible, approachable, and supportive. As a leader, it's essential to be around and among your junior colleagues, offering guidance, mentorship, and encouragement whenever needed. This not only helps to build trust and loyalty but also fosters a culture of collaboration, innovation, and continuous learning.

By following these principles, I believe aspiring general managers can set themselves up for success and make a lasting impact in the world of luxury hospitality.

AC: Looking ahead, what are some of the key trends or innovations you believe will shape the luxury hospitality landscape in the next five years?

BB: I foresee a continued emphasis on sustainability, wellness, and personalized experiences. Technology will also play a larger role in enhancing the guest experience, from AI-powered concierge services to immersive virtual reality experiences. Additionally, luxury hospitality will need to adapt to changing consumer behaviors and preferences, such as a greater emphasis on experiential travel and local immersion.

ALEJANDRO RODRIGUEZ GRANDA

DIRECTOR

RECENTLY RECOGNIZED AMONG THE TOP 100 HOTEL GENERAL MANAGERS OF THE WORLD BY LUXURY LIFESTYLE AWARDS, ALEJANDRO RODRIGUEZ GRANDA, THE DRIVING FORCE BEHIND HOTEL HACIENDA DE ABAJO, SYMBOLIZES EXCELLENCE IN LUXURY HOSPITALITY.

In this exclusive interview led by Alexander Chetchikov, president of the World Luxury Chamber of Commerce, Alejandro shares his thoughts on the meaning of luxury, his journey in the hospitality industry, and what makes Hotel Hacienda de Abajo an unforgettable experience for travelers worldwide.

Alexander Chetchikov: Alejandro, congratulations on being named among the TOP 100 Hotel General Managers of the World! What does this recognition mean to you personally and professionally?

Alejandro Rodriguez Granda: Thank you so much, Alexander! This recognition is deeply gratifying and reflects the unwavering commitment of the entire team at Hotel Hacienda de Abajo. On a personal level, it feels like a meaningful reward for years of dedication and effort, with sacrifices finally starting to bear fruit. Professionally, it serves as a reminder of the responsibility we carry as leaders in the hospitality industry to continuously innovate and set new standards. I am truly grateful to be part of a journey where history, art, and impeccable service come together in such a unique and special way.

AC: How do you define luxury, and how does this definition guide your approach at Hotel Hacienda de Abajo?

ARG: For me, luxury is about authenticity, personalization, and creating moments that resonate on an emotional level. At Hotel Hacienda de Abajo, we offer an experience deeply rooted in history and cultural heritage, paired with a level of service that anticipates our guests' needs. From the unique art pieces adorning every corner to the serene atmosphere of our gardens, every detail is thoughtfully designed to tell a story and make each guest feel truly special.

AC: What role does the hotel’s incredible history and art collection play in shaping the luxury experience for your guests?

ARG: The history and art of Hotel Hacienda de Abajo form the very essence of our guests' experience. Our property is a living museum, with each piece in our extensive collection carefully curated to reflect the rich history of La Palma and its global connections. This creates a unique atmosphere where guests aren’t just staying at a hotel—they are embarking on a cultural journey. It’s incredibly rewarding to witness how these

elements resonate with our visitors, leaving them with unforgettable memories. While not everyone shares the same sensitivity to these details, those who appreciate beauty and art deeply value them.

AC: In your opinion, how has the concept of luxury evolved over the years, and how does Hotel Hacienda de Abajo keep pace with these changes?

ARG: Luxury has evolved from being synonymous with opulence and extravagance to prioritizing experiences, authenticity, and emotional connections. At Hotel Hacienda de Abajo, we wholeheartedly embrace this evolution by offering an experience that feels deeply personal and meaningful. Through our intimate size, commitment to sustainability, and celebration of local culture, we ensure that our guests find a true sense of belonging and individuality during their stay. In larger establishments with many rooms, luxury in hospitality often becomes more complex, as the direct connection with guests—what truly matters—is frequently lost.

AC: You’ve had an incredible career journey, starting from entry-level roles. What inspired you to pursue a path in hospitality, and how did you develop your leadership style?

ARG: My journey in hospitality began with a deep curiosity about gastronomy and a natural love for connecting with people. Enhancing the experiences of our visitors and creating memorable moments is both a privilege and a profound responsibility. Over the years, I’ve drawn inspiration from mentors, colleagues, and, most importantly, our guests. My leadership style is built on empathy, collaboration, and a commitment to leading by example. I believe that when you genuinely care for your team and invest in their growth, they, in turn, deliver exceptional care to our guests. Starting from the ground up and working my way forward has given me a unique managerial perspective that not everyone shares. At its core, this business is, and always will be, about people serving people.

AC: Hospitality has seen significant changes in recent years. What trends do you see shaping the future of the industry, especially in luxury travel?

ARG: The future of luxury hospitality lies in personalization, sustainability, and technology. Guests are increasingly seeking experiences that align with their preferences and values, from eco-conscious travel to wellness-focused stays. At Hotel Hacienda de Abajo, we have embraced these trends by prioritizing intimate, personalized experiences, integrating sustainable practices, and using technology to enhance—rather than replace—the human touch.

AC: Team dynamics are crucial in the hospitality industry. How do you motivate and empower your team to deliver the highest level of service?

ARG: A motivated team is the foundation of any successful hotel. I prioritize clear communication, continuous training, and recognizing individual contributions. By fostering a culture of mutual respect and empowerment, I ensure that every team member feels valued and confident in their role. When they see themselves as part of something bigger—a shared mission to delight our guests—it’s reflected in the quality of service they provide. I also make it a point to praise my team when they perform well. It may seem simple, but you’d be surprised at how rarely it’s done and how impactful it can be.

AC: Finally, what advice would you give to young professionals aspiring to excel in luxury hospitality?

ARG: Stay curious and passionate. Learn from every position you take on, no matter how small it may seem at the time. The foundation of luxury hospitality lies in empathy and attention to detail, so never lose sight of the human connection at the heart of this industry. Build relationships, embrace challenges as opportunities for growth, and always strive to exceed expectations.

One principle I try to live by in my professional life is a reflection by Aristotle: “Thought conditions action, action determines habits, habits form character, and character shapes destiny.” I firmly believe that developing good habits and maintaining a positive mindset are key to achieving great things in this wonderful industry.

ALEXANDER TRAEGER

GENERAL MANAGER

MR. ALEXANDER TRAEGER, GENERAL MANAGER OF SA ii LAGOON MALDIVES, CURIO COLLECTION BY HILTON AND CROSSROADS MARINA HAS EARNED A DISTINGUISHED SPOT IN LUXURY LIFESTYLE AWARDS’ TOP 100 HOTEL GENERAL MANAGERS OF THE WORLD FOR 2024. HIS REMARKABLE LEADERSHIP AND INNOVATIVE APPROACH TO LUXURY HOSPITALITY HAVE SIGNIFICANTLY RAISED THE RESORT’S STANDING AS ONE OF THE MALDIVES’ PREMIER DESTINATIONS.

SAii Lagoon Maldives Collection by Hilton: A Blissful Island Escape

SAii Lagoon Maldives offers an extraordinary resort experience, promising relaxation, adventure, and luxury in an idyllic setting. Situated just 20 minutes by boat from Velana International Airport, this paradise on the edge of the Indian Ocean offers guests an unmatched connection to both nature and modernity. The resort is located within the CROSSROADS Maldives, the largest lifestyle hub in the country, which allows guests access to a vibrant marina, high-end shopping, and unique dining experiences.

SAii Lagoon Maldives, Curio Collection by Hilton offers a myriad of experiences tailored to its diverse clientele, from honeymooners and families to groups of friends looking to indulge in a tropical getaway. The

resort’s stunning villas, which include Overwater Villas, Beach Villas, and Family Villas, feature bespoke designs that reflect the maritime heritage of the Maldives, with marine-inspired hues and natural textures that complement the surrounding environment.

Beyond its stunning accommodations, the resort offers a comprehensive offering of experiences for guests of all ages. From watersports like kayaking, diving, and snorkeling to land-based activities such as yoga, cooking classes, and henna art, the resort ensures that each guest’s stay is both exciting and rejuvenating. For those seeking a tranquil retreat, the resort offers indulgent experiences at the Marine Discovery Centre, where guests can also participate in coral propagation efforts, ensuring the conservation of the region’s vibrant ecosystem. The resort is also home to the first and only Beach Club in the Maldives – SAii Beach Club.

The Marina @ CROSSROADS: A Hub of Lifestyle and Luxury

An exciting feature of SAii Lagoon Maldives is its proximity to The Marina @ CROSSROADS, a luxurious lifestyle destination that combines the chic elegance of a European Riviera with the tropical charm of the Maldives. This vibrant area boasts a mix of high-end retail outlets, dining options, and entertainment experiences, ensuring that guests have plenty of options for shopping and relaxation. From global fashion brands to unique local boutiques, guests can shop to their heart’s content in a stunning seaside setting. The Marina also offers various dining outlets, as well as a selection of artisanal coffee spots like bean/Co.

For those who enjoy a cultural experience, the Maldives Discovery Centre offers an immersive, educational experience about the nation’s rich history, coral reefs, and way of life. This center is a true reflection of the destination’s commitment to offering leisure with education, making guests’ experiences more meaningful and enriching.

The Visionary Leadership of Mr. Alexander Traeger

Leading this extraordinary resort experience is Mr. Alexander Traeger, whose remarkable career and passion for hospitality have been key drivers in the success of SAii Lagoon Maldives, Curio Collection by Hilton and Crossroads Marina. With extensive experience in the luxury hospitality sector, Mr. Traeger has been with the resort since February 2022, where he has played a pivotal role in creating the guest experience. Under his leadership, the resort has evolved into one of the most sought-after destinations in the Maldives.

Before taking on his current role, Mr. Traeger served as Director of Operations at Conrad Maldives Rangali Island, one of the Maldives’ most celebrated resorts. His experience there allowed him to hone his skills in operational excellence, guest service, and resort management, all of which he brought with him to SAii Lagoon Maldives. His forward-thinking approach to

hospitality is evident in the resort’s diverse array of services, activities, and events, all designed to offer guests a truly unforgettable stay.

Mr. Traeger’s leadership philosophy emphasizes a combination of personalized service, sustainability, and innovation. He is deeply loyal to the long-term success of the resort, with a focus on enhancing both the guest experience and the resort’s role in preserving the Maldives’ delicate marine ecosystem. His dedication to sustainability is particularly evident in the resort’s Marine Discovery Centre and coral propagation programs, which provide guests with an opportunity to engage in conservation efforts during their stay.

Additionally, Mr. Traeger’s dedication to fostering a positive and inclusive work culture has been key to SAii Lagoon Maldives, Curio Collection by Hilton and Crossroads Marina’s success. He places great importance on staff development and empowerment, ensuring that all team members are equipped with the skills and motivation needed to deliver world-class service to guests.

Unmatched Hospitality and Experiences for All

With a focus on providing both tranquility and adventure, SAii Lagoon Maldives, Curio Collection by Hilton and Crossroads Marina offers diverse dining experiences, such as the Mediterranean-inspired Terra & Mar, the laidback beachside Miss Olive Oyl, and the refreshing poolside Mr Tomyam. Each restaurant delivers a unique culinary journey, ensuring that there is something to satisfy every palate. For guests seeking a more intimate experience, Dine by Design offers customized private dining, tailored to guests’ personal preferences.

As a destination, SAii Lagoon Maldives, Curio Collection by Hilton and Crossroads Marina is a place to discover, relax, and reconnect with loved ones. Whether it’s a honeymoon, family vacation, or a business retreat, the resort offers incomparable experiences, all under the expert guidance of Mr. Alexander Traeger.

For more information on SAii Lagoon Maldives, visit www.saiiresorts.com

BORIS BRAUN

GENERAL MANAGER

WELCOME TO THIS EXCLUSIVE INTERVIEW, WHERE WE ARE HONORED TO HOST MR. BORIS BRAUN, GENERAL MANAGER OF HOTEL AM KONZERTHAUS VIENNA - MGALLERY COLLECTION, WHO HAS RECENTLY ACHIEVED THE DISTINGUISHED RECOGNITION AS ONE OF THE TOP 100 HOTEL GENERAL MANAGERS OF THE WORLD. KNOWN FOR HIS VISIONARY APPROACH TO LUXURY AND HIS DEDICATION TO CULTURAL AUTHENTICITY, MR. BRAUN HAS LED HOTEL AM KONZERTHAUS TO BECOME A SHINING LIGHT OF STYLE AND REFINED SERVICE IN VIENNA’S HISTORIC HEART.

Guiding this conversation is Alexander Chetchikov, President of the World Luxury Chamber of Commerce, a global authority in luxury excellence. With over 16 years of experience recognizing and promoting the world’s finest luxury brands through the renowned Luxury Lifestyle Awards, Chetchikov brings a deep understanding of the luxury landscape and its everevolving dynamics.

Together, they delve into the evolving landscape of luxury, exploring topics from the modern definition of luxury, the critical role of digital transformation, and

the art of personalized service that is reshaping the luxury hospitality industry, while gaining insight into Mr. Braun’s approach to exceptional service and his vision for the iconic Vienna property.

Alexander Chetchikov: Mr. Braun, the definition of luxury has evolved dramatically over the past decade. How do you personally define “luxury” in today’s world, and what elements do you believe are essential to this experience?

Boris Braun: The concept of luxury today has shifted from being purely about opulence and exclusivity to being deeply rooted in experiences, authenticity, and personalization. For me, true luxury is about access to something that feels rare and profoundly meaningful, whether that is a custom-tailored experience, time spent with loved ones, or craftsmanship that tells a story.

In today’s world, essential elements of luxury include quality, personalization, and a sense of purpose. Quality is timeless; it is about materials, design, and attention to detail. Personalization adds a layer of intimacy that makes a person feel truly valued and understood. Purpose is also key; people want to invest in brands and experiences that align with their values, whether that's sustainability, community engagement, or support for artisans.

Luxury has become more about creating moments that resonate deeply, giving us a sense of connection, well-being, and fulfillment. It is no longer about what we own but about how we live and the quality of experiences we cultivate.

AC: The rise of digital transformation has significantly impacted many industries, including luxury hospitality. In your view, how is digital innovation reshaping luxury hospitality and the experiences of discerning travelers?

BB: Digital innovation is enhancing luxury hospitality by blending convenience with a personalized touch. Through data-driven insights, hotels can anticipate guest preferences, creating unique experiences. Technology like smart room controls, digital concierge services, and virtual tours add convenience and immersion, allowing guests to customize their stays and explore local culture. The balance lies in using digital tools to elevate the experience while preserving the personal, attentive service that defines true luxury.

AC: Sustainability is becoming a priority for luxury brands. Could you share how you see the luxury industry balancing lavishness and environmental responsibility in the coming years?

BB: The luxury industry is increasingly integrating sustainability into its core, finding ways to balance opulence with environmental responsibility. Many brands are shifting towards sustainable materials, ethical sourcing, and transparent supply chains to reduce their environmental impact. In the coming years, I expect luxury to focus on "responsible lavishness," where products and experiences are crafted with longevity, quality, and minimal environmental footprint in mind. This approach not only appeals to conscious consumers but also preserves the exclusivity of luxury by investing in quality over excess, offering beauty and indulgence that align with responsible values.

AC: Partnerships between luxury brands are increasingly popular. How important do you think cross-industry collaboration is for luxury hotels, and could you share any examples of partnerships that have been successful for Hotel Am Konzerthaus Vienna - MGallery Collection?

BB: Cross-industry partnerships are crucial for luxury hotels, as they allow for unique, elevated experiences that resonate with discerning travelers. Collaborations with brands in fields like fashion, art, or fine dining add a distinctive touch, offering guests something truly exclusive and memorable.

At Hotel Am Konzerthaus, partnerships have played a key role in enhancing guest experiences. For instance, collaborations with local wineries and artists have allowed guests to enjoy special tastings and curated exhibitions, immersing them in the local culture and adding a rich, personal dimension to their experience.

AC: Mr. Braun, as one of the world’s top luxury hotel general managers, what inspires your approach to creating memorable guest experiences? Is there a particular philosophy or value that guides your leadership?

BB: Creating memorable guest experiences is inspired by a commitment to personalization, authenticity, and genuine care. My approach is guided by the belief that luxury is about meaningful, unique experiences rather than just opulence.

Empowering my team to anticipate and respond thoughtfully ensures that each stay feels personal and unforgettable. My guiding philosophy is simple: My employees are my guests.

AC: Personalized service is a key differentiator for Hotel Am Konzerthaus Vienna - MGallery Collection. Could you tell us more about how it has influenced your approach to guest engagement and tailored services?

BB: At Hotel Am Konzerthaus, personalized service is fundamental to how we engage with guests. From the booking stage onward, we focus on understanding each guest’s unique preferences and needs to create a seamless, tailored experience. Our team anticipates guest desires—whether it is arranging private art tours, sourcing a favorite wine, or curating in-room touches that reflect individual tastes. This commitment to personalization creates a warm, welcoming atmosphere, ensuring each stay feels exclusive and deeply memorable

AC: Is there a particular moment or experience that stands out to you during your time at Hotel Am Konzerthaus Vienna - MGallery Collection, which best exemplifies the hotel’s dedication to luxury and cultural connection?

BB: One standout experience that reflects our dedication to luxury and cultural connection was when we arranged an exclusive “Backstage, On Stage” evening for a couple celebrating their anniversary. Since the

Konzerthaus plays such a significant role in our hotel’s identity, we organized a private backstage tour, where they could see the inner workings of the concert hall and learn about its rich history.

Following the tour, we surprised them with a private dinner “on stage” at our hotel, styled as a performance space with elements evoking the magic of Vienna’s performing arts. Watching them enjoy this immersive, personalized experience was a perfect example of how we bring Vienna’s artistic heritage to life in an intimate, luxurious way for our guests.

AC: With so much recognition already achieved, what are your goals for Hotel Am Konzerthaus Vienna - MGallery Collection in the coming years? How do you envision the hotel’s future as it continues to uphold its status among the TOP 100 Luxury Hotels & Resorts of the World?

BB: We aim to strengthen our commitment to sustainability by integrating eco-friendly practices and working with local artisans, ensuring that our luxury

experience aligns with a responsible approach. We envision Hotel Am Konzerthaus as a leader in both luxury and cultural immersion, providing guests with unparalleled service, meaningful local connections, and memorable, bespoke experiences that honor Vienna’s rich heritage.

As we conclude this conversation with Mr. Boris Braun, it is clear that his leadership at Hotel Am Konzerthaus Vienna - MGallery Collection exemplifies the very essence of modern luxury - where timeless cultural richness meets innovation and personal connection. Guided by a focused commitment to excellence, Mr. Braun’s vision harmonizes the storied charm of Vienna with the evolving expectations of today’s luxury travelers. His insights on digital transformation, sustainability, and the art of personalized service highlight a passion for creating immersive experiences that leave a lasting impression. Under Mr. Braun’s stewardship, Hotel Am Konzerthaus Vienna - MGallery Collection continues to set a remarkable standard, promising guests a journey into Vienna’s heart and an elevated experience in every sense.

For more information on Hotel Am Konzerthaus, visit www.all.accor.com

CAMERON MCNEILLIE

GENERAL MANAGER

CAMERON MCNEILLIE, GENERAL MANAGER OF THE DOROTHEA HOTEL, BUDAPEST, AUTOGRAPH COLLECTION, BRINGS OVER THREE DECADES OF EXPERIENCE IN THE HOSPITALITY INDUSTRY. KNOWN FOR HIS EXCEPTIONAL LEADERSHIP AND PASSION FOR CREATING MEMORABLE GUEST EXPERIENCES, HE HAS BECOME A RESPECTED FIGURE IN LUXURY HOSPITALITY.

In this exclusive interview with Alexander Chetchikov, President of the World Luxury Chamber of Commerce, Cameron shares insights into his career, the evolving luxury hospitality landscape, and his vision for the Dorothea Hotel.

Alexander Chetchikov: Dorothea Hotel is a beautiful celebration of history and innovation. How do you balance honoring the past with embracing modern luxury trends?

Cameron McNeillie: Balancing history and modernity requires a thoughtful approach:

1. Architectural Preservation: We retain original features, such as moldings and facades, while introducing complementary modern materials.

2. Interior Design: Contemporary furnishings are paired with art reflecting the hotel’s heritage.

3. Technology Integration: Modern amenities, like smart room controls, blend subtly with classic aesthetics.

4. Curated Experiences: Guests enjoy history-inspired tours and themed events alongside upscale dining.

5. Sustainability: We’ve incorporated eco-friendly practices in renovations and operations.

6. Storytelling: Sharing the property’s history through displays and digital media fosters a connection with guests.

This synergy creates a unique atmosphere where heritage meets contemporary luxury.

AC: As one of the TOP 100 Hotel General Managers of 2024, what do you believe sets you apart as a leader?

CM: Several practices define effective leadership in luxury hospitality:

• Guest-Centric Culture: Prioritizing personalized service and anticipating guest needs.

• Team Development: Empowering staff through training and fostering a supportive environment.

• Innovation: Embracing trends and technologies to enhance guest experiences.

• Adaptability: Navigating industry changes while maintaining high standards.

• Sustainability Advocacy: Implementing eco-conscious practices that align with modern traveler values.

By focusing on these areas, I aim to lead purposefully and deliver excellence for guests and teams.

AC: Luxury hospitality is evolving rapidly. What trends are shaping the future, and how is Dorothea Hotel adapting?

CM: Today’s travelers seek authenticity and purpose. They want meaningful interactions and experiences that resonate emotionally. At Dorothea Hotel, we embrace this by:

• Offering tailored experiences that reflect the hotel's identity.

• Incorporating sustainability into every aspect of operations.

• Highlighting the destination’s culture, creating a strong sense of place for our guests.

Luxury is no longer just about materials; it’s about how we make guests feel.

AC: Your career spans over 30 years. What has been the most significant change in the industry, and how has it shaped your management style?

CM: The generational shift in perspectives has been transformative. Younger travelers value sustainability, authenticity, and inclusivity. Adapting to these evolving priorities has kept me focused and open to change.

AC: At Dorothea Hotel, elements like the living herb wall create immersive experiences. How do you craft moments that guests cherish?

CM: As part of the Autograph Collection, our hotel has a distinct “mark,” rooted in our herb-inspired identity. From herb-infused cocktails to lavender sleep mists, these touches create unique, memorable experiences that guests take with them.

AC: With international experience, what challenges have you faced managing diverse teams, and how do you maintain consistent excellence?

CM: Communication is essential. Regardless of cultural differences, I prioritize open dialogue, humor, and mutual respect. Sharing both successes and challenges ensures transparency and fosters trust within the team.

AC: How do you inspire staff to exceed expectations in luxury hospitality?

CM: Motivation comes from:

• Empowerment: Allowing staff to make decisions and take ownership of their roles.

• Recognition: Celebrating individual and team achievements.

• Purpose: Helping employees see the impact of their contributions on guest satisfaction.

Leading by example is key—showing commitment to high standards inspires teams to do the same.

AC: Looking ahead, what are your aspirations for the Dorothea Hotel and the broader luxury hospitality industry?

CM: The future lies in sustainability, personalization, and wellness. For the Dorothea Hotel, this means:

• Enhancing eco-friendly practices.

• Adopting technologies for seamless personalization.

• Offering wellness-driven programs like yoga retreats and health-focused dining.

As the industry evolves, I’m committed to ensuring Dorothea remains a standout destination that combines history, innovation, and guest-centric service.

For more information on Dorothea Hotel, visit www.dorotheahotelbudapest.com

CHRISTIAN GOLLER

GENERAL MANAGER

IN THIS EXCLUSIVE INTERVIEW, WE SIT DOWN WITH CHRISTIAN GOLLER, THE AWARD-WINNING GENERAL MANAGER OF SANTRE DOLOMYTHIC HOME, NAMED ONE OF THE TOP 100 HOTEL GENERAL MANAGERS OF THE WORLD IN 2024. WITH YEARS OF EXPERIENCE IN THE LUXURY HOSPITALITY INDUSTRY, GOLLER HAS A UNIQUE PERSPECTIVE ON WHAT IT TAKES TO CREATE MEMORABLE EXPERIENCES FOR GUESTS WHILE NAVIGATING THE EVER-EVOLVING LANDSCAPE OF HIGH-END TRAVEL.

He shares his insights on luxury and industry trends with Alexander Chetchikov, President of the World Luxury Chamber of Commerce; a global authority in luxury excellence, and discusses how he has positioned Santre Dolomythic Home as a leader in providing personalized, world-class service.

Alexander Chetchikov: How do you define luxury in today’s hospitality landscape, and how has your definition evolved over the years?

Christian Goller: Luxury in today’s hospitality landscape transcends mere opulence and extravagant

amenities. It has evolved into an experience that embodies personalization, authenticity, and emotional connection. While guests once sought luxury through the finest furnishings and exclusive services, today’s discerning travelers value tailored experiences that resonate with their personal preferences and aspirations. This shift towards experiential luxury has led us to focus not just on what we offer but also on how we make our guests feel during their stay. At Santre Dolomythic Home, a family-run hotel that I operate together with my brothers, we strive to create an atmosphere where guests feel understood and appreciated, allowing them to create lasting memories.

AC: What makes Santre Dolomythic Home stand out among other luxury hotels, and how do you ensure guests experience something truly unique during their stay?

CG: Santre Dolomythic Home stands out due to its harmonious blend of natural beauty, thoughtful design, and exceptional service. Nestled in the breathtaking Dolomites, our property offers a unique setting that captivates the senses. We ensure that each guest’s experience is unique by taking the time to understand their individual needs and preferences. This starts with our personalized pre-arrival communication, where we gather information to tailor their stay. From customized itineraries that explore stunning surroundings to curated culinary experiences featuring local flavors, we focus on creating moments that are distinctly personal. Our team is trained to anticipate guest needs, ensuring that every detail, no matter how small, contributes to a unique and memorable stay.

AC: In your opinion, what are the key elements that transform a service into a luxury experience?

CG: The key elements that transform service into a luxury experience include personalization, attention to detail, and genuine hospitality. Personalization means understanding the individual preferences of each guest and tailoring the service accordingly. Attention to detail

involves not only ensuring that every aspect of the guest’s experience is flawless but also that the little touches—such as remembering a guest’s name or their favorite beverage—create a sense of belonging and care. Finally, genuine hospitality, characterized by a warm and sincere approach, fosters trust and connection between staff and guests. At Santre, we empower our team to deliver service that feels intuitive and heartfelt, as we believe that true luxury lies in the emotional connections we forge.

AC: How do you approach personalization in luxury hospitality, and what strategies do you use to exceed guest expectations?

CG: Personalization in luxury hospitality begins long before the guest arrives. We employ various strategies to gather insights into our guests’ preferences through pre-arrival surveys and direct communication. This information allows us to anticipate needs and create tailored experiences. For example, if a guest indicates a passion for hiking, we can arrange personalized guided tours that explore the local trails. We also maintain detailed profiles for our repeat guests, enabling us to offer familiar comforts and new surprises. Additionally, our team is trained to be observant and attentive, allowing us to pick up on cues during the guest’s stay. By exceeding expectations, we aim to create those “wow” moments that transform an excellent experience into an extraordinary one.

AC: As a General Manager, what do you see as the most significant challenges facing the hotel industry today?

CG: One of the most significant challenges facing the hotel industry today is adapting to changing guest expectations. With the rise of technology, guests are increasingly looking for seamless and convenient experiences, from online booking to contactless service. Balancing this demand for technology with the personal touch that luxury hospitality is known for can be challenging. Additionally, sustainability is becoming a critical concern for travelers, and hotels must find ways to implement eco-friendly practices without compromising on quality. At Santre, we are actively working to integrate sustainable practices into our operations while ensuring that our guests continue to enjoy exceptional service and comfort.

AC: How do you keep your team motivated and aligned with the vision of providing top-tier service in a highly competitive industry?

CG: Keeping our team motivated starts with fostering a positive and collaborative work environment. We invest in ongoing training and development to equip our staff with the skills and knowledge necessary to excel in their roles. We emphasize the importance of our shared vision for providing exceptional service, and we celebrate individual and team successes regularly. Open communication is crucial; we encourage feedback and ideas from our staff, as they are on the front lines and understand guest needs intimately. We also promote a culture of empowerment, allowing team members to take ownership of their roles and contribute to the guest experience actively. By aligning our team’s goals with the broader vision of Santre, we cultivate a sense of pride in our work that translates into outstanding service for our guests.

AC: What trends do you see shaping the future of luxury hospitality, and how is Santre Dolomythic Home preparing for these changes?

CG: Several trends are shaping the future of luxury hospitality, including a heightened focus on sustainability, wellness, and technology integration. Guests are increasingly seeking experiences that align with their values, particularly regarding environmental consciousness. At Santre, we are committed to sustainable practices, such as sourcing local ingredients for our restaurant and implementing energy-efficient systems. Wellness is also becoming paramount, with travelers prioritizing mental and physical well-being. We are enhancing our wellness offerings by incorporating activities like guided meditation and wellness-focused culinary options. Additionally, we are exploring innovative technologies to enhance guest experiences, such as mobile check-in and personalized digital concierge services, while ensuring that these advancements complement the personal touch we pride ourselves on.

AC: What role does sustainability play in the luxury experience, and how do you balance eco-consciousness with delivering the highest levels of comfort and exclusivity?

CG: Sustainability plays a crucial role in the luxury experience, as more guests are looking to support businesses that prioritize environmental responsibility. At Santre, we believe that luxury and sustainability can coexist harmoniously. We carefully select eco-friendly materials in our design, implement energy-efficient practices, and source products locally to reduce our carbon footprint. Our commitment to sustainability is supported by our GSTC certification (Global Sustainable Tourism Council), which confirms that we

adhere to strict standards for sustainable tourism. This certification demonstrates our responsible approach to the environment and our dedication to preserving local cultures.

This commitment to sustainability enhances the luxury experience by providing guests with a deeper connection to the environment and local culture. We strive to show that being eco-conscious does not mean compromising on comfort or exclusivity. For example, our wellness offerings incorporate locally sourced organic products, and our culinary team emphasizes seasonal ingredients. This approach not only benefits the planet but also enriches the overall guest experience.

For more information on Santre Dolomythic Home, visit www.santre.it

DAVID KIANNI

GENERAL MANAGER

DAVID KIANNI’S JOURNEY FROM ASPIRING DOCTOR TO LEADING ONE OF PANAMA'S MOST ICONIC HOTELS IS AS INSPIRING AS IT IS IMPRESSIVE. AS GENERAL MANAGER OF THE

SOFITEL LEGEND CASCO VIEJO PANAMA CITY, MR. KIANNI HAS SET A NEW BENCHMARK FOR LEADERSHIP IN LUXURY HOSPITALITY.

In this exclusive interview, we delve into the mind of Mr. Kianni, exploring his unique career path, his views on the evolving landscape of luxury hospitality, and his thoughts on creating unforgettable client experiences.

Alexander Chetchikov: Your journey to becoming a top-tier general manager, recognized as among the TOP 100 Hotel General Managers of the World in luxury hospitality is fascinating, especially considering your initial goal of becoming a doctor. Could you share with us how this transition from medicine to hospitality came about, and how your early experiences shaped your leadership style?

David Kianni: My passion has always been centered around caring for people. Initially, I aspired to become a doctor and hospital administrator, which led me to pursue a BS in Biology. However, personal experiences, including witnessing a loved one spend an extended period in the hospital, shifted my focus. While I ultimately moved away from a career in medicine and hospital management, I found a new path to channel my dedication to people—through the world of hotels

and hospitality. This shift allowed me to nurture my passion for care and connection in a different but equally meaningful environment.

AC: Sofitel Legend Casco Viejo is known for blending historic elegance with modern luxury. What do you believe is the secret to balancing tradition with innovation in a luxury hotel, and how do you ensure this balance is reflected in the guest experience?

DK: Before the hotel opening, in collaboration with the corporate Marketing team, we developed a concept called "The Cultural Link." This initiative established a connection between the brand, the hotel, the destination, and its history, forming the foundation of the hotel's identity and narrative.

"The Cultural Link" has been instrumental in ensuring the hotel embodies both the local culture and the unique Sofitel Legend brand attributes, including the French art de vivre. It has also guided our operational strategy, bringing purpose and cohesion to touchpoints throughout the guest journey while serving as a central storytelling tool.

AC: The luxury hospitality sector is constantly evolving to meet the demands of discerning travelers. What key trends do you foresee shaping the future of luxury hotels, and how is Sofitel Legend Casco Viejo positioning itself to stay ahead of the curve?

DK: Adaptability to culture and cultural changes, including Diversity, Equity, and Inclusion (DE&I), as well as a strong emphasis on Corporate Social Responsibility (CSR) and Environmental, Social, and Governance (ESG) principles, has become a crucial expectation among discerning travelers. My team and I are deeply committed to fostering DE&I within our operations. For example, I am proud to share that more than 40% of our hotel leadership positions are held by women.

In terms of CSR and ESG, we are the only luxury hotel in Panama to hold the prestigious Green Key Certification, a testament to our unwavering commitment to sustainability. Additionally, we are actively engaged in social and community outreach, including a mentorship program for the local Indigenous community, reflecting our dedication to meaningful impact.

Wellness and well-being have also emerged as key priorities for luxury travelers, evolving far beyond

traditional spa treatments. We recognize this shift and provide holistic wellness solutions that extend to every aspect of the guest experience. For example, our "Art of Sleep" initiative focuses on elements such as the perfect bed, carefully controlled lighting, soothing background music, and more to ensure restorative rest.

Furthermore, we cater to wellness trends by offering balanced nutrition, soul-healing activities, and personalized well-being experiences tailored to our guests’ preferences.

AC: Personalization is increasingly important for high-net-worth individuals when selecting luxury accommodation. Could you elaborate on how you and your team personalized experiences that resonate deeply with your guests and elevate their stay beyond their expectations?

DK: We take great pride in our service culture, known as "Cousu Main," which means "tailor-made" in French. Through this approach, our hotel ambassadors—our colleagues—subtly observe each guest by seeing, hearing, and learning about them to understand their preferences, wishes, and special moments.

As our ambassadors gain deeper insights into each guest, opportunities to craft unique moments are uncovered, paving the way for unforgettable experiences, personalized touches, and cherished memories.

AC: In your experience, what defines true luxury in hospitality today, and how has the definition of luxury changed over the past decade in the eyes of affluent travelers?

DK: Globalization, the rise of the internet and social media, and the rapid shift in generational mindsets are reshaping the concept of luxury, giving it a broader, more multidimensional perspective. Traditionally associated with quality, comfort, and elegance, luxury today is increasingly centered around experiences, especially those that foster learning, self-expression, and a sense of purpose beyond exclusivity and indulgence.

Modern luxury is now defined by personalization and care, offering guests an immersive journey that explores the stories, traditions, and essence of a destination.

AC: Sustainability is becoming an integral part of the luxury experience. How does Sofitel Legend Casco Viejo incorporate eco-conscious practices without compromising the sense of indulgence and pure luxury that your guests expect?

DK: I do not believe that by incorporating ecoconscious practices one risks compromising the sense of indulgence and pure luxury. For example, we have eradicated single-use plastics in every aspect of our operation, replacing them with premium quality eco-friendly alternatives, which are readily available.

Our culinary philosophy also prioritizes sustainability. One notable example is our Food Waste Management initiative, through which we decided to offer our guests a plated breakfast instead of a buffet. As a result, we have not only improved the quality of our breakfast offerings but also reduced food waste by 25%.

In addition, our culinary team is dedicated to sourcing ingredients locally, supporting regional farmers and producers to ensure that only the freshest, most sustainable ingredients are used in our kitchens. This practice enhances the dining experience, bolsters the local economy, and reduces our carbon footprint.

AC: The luxury industry thrives on innovation. Could you share some of the most innovative practices or technologies you’ve introduced at Sofitel Legend Casco Viejo that have enhanced guest experience or optimized hotel operations?

DK: Technology has revolutionized the hospitality industry, mainly in improving operational efficiency and guest experiences. We have been taking advantage of these innovations from Mobile check-ins to online booking platforms, to contactless services, allowing for seamless guest interactions and reducing the need for physical touchpoints.

AC: Leadership in the luxury sector requires a unique skill set. What qualities do you believe are most important for leading a successful team in luxury hospitality, and how do you inspire your staff to deliver world-class service consistently?

DK: GMs are known to be the ultimate ambassadors, representing the hotel and its brand. They serve as gracious hosts, curating unforgettable experiences for guests, and as entrepreneurs, creating opportunities that ensure the long-term success of the hotel. Leadership today is more focused than ever on a passion for people and the industry, a dedication to excellence, an unwavering commitment to guest satisfaction, and a strong emphasis on sustainability and CSR consciousness.

I inspire my team by setting clear, high expectations, emphasizing effort, and articulating key objectives in a straightforward manner. I encourage intelligence, rational thinking, and thoughtful problem-solving. I also recognize achievements and reward strong performance, while providing personalized attention to each employee, treating them as individuals through coaching and guidance. By embodying authenticity, elegance, and a passion for excellence, I aim to set the tone for a culture of superior service and professional fulfillment.

AC: Finally, looking ahead, what are your longterm visions for Sofitel Legend Casco Viejo, and what legacy do you hope to leave in the global luxury hospitality landscape?

DK: In the landmark historic centers of Paris and Panama City, a fruitful dialogue exists between history and vibrant contemporary life. My role as the General Manager of the Sofitel Legend Casco Viejo has been one of the greatest honors and achievements of my hospitality career. I have led the restoration of this historic and patrimonial building, transforming it into the 6th Sofitel Legend hotel in the world—a place where the best of the past and present converge. This hotel offers a one-of-a-kind epicurean and cultural experience that surprises guests by being simple yet sophisticated, glorious yet soothing, emotional yet intellectual.

Since its recent opening, the hotel’s success and the numerous accolades it has received have positioned it on the global luxury hospitality map, earning it the title of the best hotel in Panama. My long-term vision is to ensure its continued success, solidify its position as the market leader in Panama, and establish it among the best hotels in the world.

For more information on Sofitel Legend Casco Viejo Panama City, visit www.sofitel-legend-panama.com

DAMIAN TAN

GENERAL MANAGER

IN THIS ENGAGING INTERVIEW, ALEXANDER CHETCHIKOV, PRESIDENT OF THE WORLD LUXURY CHAMBER OF COMMERCE, SITS DOWN WITH DAMIAN TAN, GENERAL MANAGER OF PARKROYAL ON BEACH ROAD, TO DISCUSS THE HOTEL’S APPROACH TO LUXURY HOSPITALITY IN SINGAPORE. WITH A DEEP PASSION FOR DELIVERING AUTHENTIC SINGAPOREAN EXPERIENCES TO HIS GUESTS, DAMIAN OFFERS INSIGHTS INTO THE PROPERTY’S STANDOUT FEATURES, INNOVATIVE STRATEGIES, AND HIS ROLE IN SHAPING ITS PRESTIGIOUS REPUTATION. JOIN US FOR AN INSPIRING LOOK INTO THE FUTURE OF LUXURY TRAVEL AND ACCOMMODATION.

Alexander Chetchikov: Can you share with us the unique features that make PARKROYAL on Beach Road stand out as a luxury destination in the hospitality industry?

Damian Tan: PARKROYAL on Beach Road distinguishes itself as a luxury destination with the

tagline ‘A Gateway to Vibrant Locales.’ While we prioritize delivering exceptional hospitality solutions and top-notch services to our guests, our unique selling proposition lies in the strategic location of our hotel in the culturally rich Kampong Gelam in Singapore. We pride ourselves on integrating cultural and local experiences into the fabric of our establishment.

Our commitment to luxury goes beyond the conventional understanding; it extends to the richness of the culture surrounding us. Inspired by local aesthetics, our interiors embody the spirit of the locale, and our diverse range of food and beverage outlets incorporates elements of the vibrant local culture. In our view, luxury is a holistic concept that encompasses both guest experiences and services. We strive to redefine luxury by offering the very best in every facet, ensuring that our guests enjoy an unparalleled and immersive experience at PARKROYAL on Beach Road.

AC: Given your international exposure and diverse cultural experiences, how does PARKROYAL on Beach Road cater to the preferences of a global audience seeking luxury accommodations?

DT: With my extensive international exposure and diverse cultural experiences, at PARKROYAL on Beach Road, our approach is rooted in a genuine understanding of the diverse needs and expectations of guests from around the world. The hotel welcomes guests with various profiles, including corporate travelers, leisure seekers, and first-time tourists to Singapore.

We prioritize adopting a consumer-centric mindset, acknowledging the unique dynamics within each demographic of guests. Whether it’s corporate travelers with specific business requirements, leisure travelers seeking relaxation, or tourists navigating a new city, we make it a priority to comprehend their distinct needs. This understanding informs our commitment to providing convenience through tailored offerings and services delivered by our dedicated team. At PARKROYAL on Beach Road, our goal is not only to meet but to exceed the expectations of our global audience by creating an environment where guests from diverse backgrounds feel not just accommodated but truly understood and valued.

AC: In your view, how has the role of a General Manager evolved, especially in the context of the ever-changing landscape of the hospitality industry?

DT: In my perspective, the role of a General Manager has undergone significant evolution, particularly in light of the constantly shifting landscape of the hospitality industry. Traditionally seen as overseeing day-to-day operations, today’s General Manager is a strategic leader navigating complexities brought about by technological advancements, changing consumer preferences, and global events.

The modern General Manager is not only a guardian of operational excellence but also a visionary, adapting strategies to align with industry trends and challenges. Embracing innovation, fostering a dynamic work culture, and staying attuned to guest expectations have become integral aspects of the role. Moreover, the emphasis has shifted towards sustainability, digitalization, and creating memorable experiences to remain competitive in this ever-evolving industry.

Successful General Managers today must blend strategic foresight, adaptability, and a customer-centric approach to thrive in the dynamic landscape of the modern hospitality industry.

AC: As one of the TOP 100 Hotel General Managers globally, what strategies do you employ to ensure exceptional guest satisfaction and loyalty at PARKROYAL on Beach Road?

DT: Central to our approach is a relentless commitment to personalized service and anticipating the evolving needs of our guests.

We prioritize continuous staff training to enhance service delivery, valuing the importance of a dedicated and well-prepared team. Leveraging guest feedback is another key component, as it provides valuable insights that enable us to refine and elevate our offerings. By staying abreast of industry trends and innovations, we ensure that our services align with the expectations of a modern traveler.

One crucial aspect of our loyalty strategy involves the implementation of the Pan Pacific DISCOVERY program, a renowned loyalty program by Pan Pacific Hotels Group. Through this program, guests staying at our property earn valuable reward points. As guests progress through different tiers of the loyalty program, these accumulated points can be redeemed for complimentary stays and various offerings not only at our property but also at our esteemed sister properties. This initiative not only cultivates a sense of exclusivity and appreciation for our guests but also establishes a lasting connection, encouraging them to choose and return to PARKROYAL on Beach Road for their hospitality needs.

AC: How do you balance the integration of cutting-edge technology without compromising the personalized and gracious services that luxury travelers seek?

DT: At PARKROYAL on Beach Road, striking the perfect balance between cutting-edge technology and the personalized, gracious services sought by luxury travelers is a strategic focus. We employ advanced Customer Relationship Management (CRM) systems that provide valuable insights into our guests’ preferences, enabling us to tailor our services with precision.

While certain digitalized services, like contactless check-in, undoubtedly enhance guest convenience, we understand that the personal human touch is irreplaceable in luxury accommodations. Maintaining a focus on the training of our staff to deliver the warmest and most genuine hospitality is a priority at PARKROYAL on Beach Road. We believe that the true distinction between a standard hotel and a luxurious one lies in the heartfelt and authentic service provided by our dedicated team.

We emphasize the importance of personal connections, genuine interactions, and anticipating the unique needs of each guest. It is this human element, rooted in sincerity and warmth, that elevates the guest experience at our hotel.

AC: Could you elaborate on the importance of sustainability and corporate responsibility within the luxury hospitality sector, and how PARKROYAL on Beach Road addresses these aspects?

DT: The significance of sustainability and corporate responsibility in the luxury hospitality sector is paramount, reflecting a growing awareness of environmental and social impacts. At PARKROYAL on Beach Road, we recognize our role as stewards of both the local and global community.

We understand that discerning guests not only seek luxury in their accommodations but also value ethical and responsible practices. At PARKROYAL on Beach Road, we address this by implementing sustainable initiatives and responsible practices throughout our operations. From eco-friendly measures in our day-today activities to community engagement programs, we

strive to minimize our environmental footprint and contribute positively to the communities we serve.

In addition to our sustainability efforts, PARKROYAL on Beach Road maintains a strong focus on corporate social responsibility (CSR) activities each year. These initiatives include occasional art drives and strategic charity partnerships with organizations such as Extraordinary People and Community Chest. Through these collaborations, we aim to extend a helping hand to those in need, making a positive impact on the communities we are a part of.

Cultural sustainability is another key aspect of our commitment. We take pride in promoting the rich cultural and heritage elements of the hotel’s surroundings, particularly within the Kampong Gelam heritage district. Our dedication to preserving and showcasing the cultural richness of this area is reflected in various initiatives and events.

AC: In your opinion, what defines ‘luxury’ in the modern world of hospitality, and how does PARKROYAL on Beach Road embody this definition?

DT: In my perspective, ‘luxury’ in the modern world of hospitality is defined by a seamless fusion of personalized experiences, impeccable service, and a commitment to meeting the evolving needs of discerning travelers.

At PARKROYAL on Beach Road, our embodiment of this definition lies in our dedication to providing an all-encompassing luxury experience. We prioritize attention to detail, anticipating and exceeding guest expectations at every touchpoint. Our commitment to delivering exceptional service is evident in our staff’s unwavering dedication to ensuring that every guest feels not just accommodated but genuinely valued.

AC: As the Chairman of the Institute of Technical Education Work-Learn Technical Diploma Committee, how do you contribute to shaping the next generation of leaders in the hospitality industry, and how does this impact the services at PARKROYAL on Beach Road?

DT: In my capacity as the Chairman of the Institute of Technical Education Work-Learn Technical Diploma Committee, I play a pivotal role in collaboratively shaping the next generation of leaders within the hospitality industry. Working closely with the committee and esteemed teaching professionals at the Institute of Technical Education, our focus is on designing courses and workshops that specifically enhance leadership skills and incorporate a real-time syllabus reflecting the current needs of the dynamic hospitality sector. The aim is to ensure that students gain practical and relevant knowledge, transcending theoretical concepts.

These meticulously crafted programs provide students with invaluable training, coaching, and mentoring opportunities, enabling them to unlock their potential and emerge as future leaders in the industry. The emphasis is on the application of acquired knowledge in their daily work life.

The impact of these initiatives resonates significantly within the services at PARKROYAL on Beach Road. We actively seek to recruit graduates who have undergone well-rounded training, and we encourage our prospective staff to participate in these programs. By aligning our learning and development programs with the course syllabus, we aim to elevate service levels within our establishment. Nurturing and molding the next generation of leaders ensures that the services at PARKROYAL on Beach Road consistently maintain exceptional quality.

These emerging leaders comprehend the paramount importance of customer satisfaction and possess the skills needed to continually strive to provide memorable guest experiences. Their infusion of fresh perspectives, innovative technologies, and modern approaches enhances our services, ensuring a superior overall guest experience. Engaging in this role not only reflects our commitment to excellence but also positively influences the reputation and branding of PARKROYAL on Beach Road, attracting like-minded associates who share our dedication to providing unparalleled service.

For more information on PARKROYAL on Beach Road, visit www.panpacific.com

FERRAN BRUFAU

GENERAL MANAGER

IN THIS EXCLUSIVE INTERVIEW, ALEXANDER CHETCHIKOV, PRESIDENT OF THE WORLD LUXURY CHAMBER OF COMMERCE, JOINS FERRAN BRUFAU, GENERAL MANAGER OF THE AWARD-WINNING RADISSON BLU HOTEL & RESIDENCE DIPLOMATIC QUARTER, RIYADH. KNOWN FOR ITS STATE-OF-THEART FACILITIES, THE HOTEL SETS A HIGH STANDARD FOR LUXURY HOSPITALITY. CHETCHIKOV, A GLOBAL LUXURY EXPERT, EXPLORES BRUFAU’S INSIGHTS ON THE EVOLVING DEFINITION OF LUXURY, THE ROLE OF DIGITAL INNOVATION, AND THE ART OF CRAFTING EXCEPTIONAL GUEST EXPERIENCES IN TODAY’S WORLD.

Alexander Chetchikov: What does “luxury” mean to you, and how has your understanding of it evolved throughout your career in hospitality?

Ferran Brufau: Luxury, to me, means creating unforgettable experiences that cater to individual needs and desires. Throughout my career in hospitality, I’ve learned that true luxury goes beyond opulence; it’s about personalized service, attention to detail, and making guests feel valued and at home. As I’ve evolved in the industry, I’ve come to appreciate that genuine luxury is rooted in authenticity and emotional

connections, ensuring each guest leaves with lasting memories.

AC: How do you see digital transformation reshaping the luxury hospitality landscape? What role do technologies like keyless check-in and room selection play in enhancing the guest experience?

FB: Digital transformation is fundamentally reshaping the luxury hospitality landscape by enhancing personalization and convenience. Technologies like keyless check-in and room selection streamline the guest experience, allowing for greater autonomy and efficiency.

AC: As luxury clients seek ever-more personalized services, what do you think is the future of concierge services? How can luxury hotels adapt to meet rising expectations for unique and exclusive experiences?

FB: The future of concierge services in luxury hotels will focus on hyper-personalization and technology integration. As clients seek unique experiences, hotels can adapt by leveraging data analytics to anticipate guest preferences, offering bespoke services tailored to individual needs. Collaborating with local partners to provide exclusive access to events and experiences will also enhance the guest experience.

AC: In your view, how significant is collaboration within the luxury industry?

FB: Collaboration within the luxury industry is crucial for enhancing the guest experience. Partnerships with other luxury brands or sectors can create unique offerings, such as exclusive events or curated experiences that elevate a guest’s stay. By combining expertise and resources, we can provide personalized services that go beyond traditional hospitality.

AC: You’ve managed properties across different regions and cultures. What have been the most valuable lessons from your experiences?

FB: Managing hotels in diverse regions like Madrid, Kyiv, and Riyadh has taught me the importance of cultural sensitivity and adaptability. Each market has unique expectations and customs, so understanding and respecting local traditions is essential for delivering exceptional service. Additionally, fostering strong local partnerships enriches the guest experience and enhances community ties.

AC: Could you share how you empower your team to provide exceptional guest experiences?

FB: I empower my team by fostering a culture of trust and open communication. I encourage staff to take ownership of their roles and make decisions that enhance the guest experience. Regular training and recognition of their efforts are crucial in building confidence. The key to inspiring them to go above and beyond is instilling a sense of purpose helping them understand how their contributions make a meaningful impact on our guests’ stays.

AC: What steps has RHG taken to promote sustainable stays, and how do these align with the demands of today’s luxury travelers?

FB: At RHG, we promote sustainable stays by implementing eco-friendly practices such as reducing single-use plastics, sourcing local and organic products, and enhancing energy efficiency in our operations. These initiatives align with the values of today’s luxury travelers, who increasingly prioritize sustainability and responsible tourism.

AC: You mentioned a belief in staying “in your hotel to experience what your guests are experiencing.” How has this hands-on approach influenced your leadership style?

FB: Staying in the hotel allows me to directly experience our guests’ journey, which profoundly influences my leadership style. This hands-on approach helps me identify areas for improvement and understand the nuances of guest expectations. By experiencing our services firsthand, I can guide my team more effectively and foster a culture of empathy and attentiveness.

GUY HILTON

GUY HILTON IS ONE OF THE MOST DISTINGUISHED FIGURES IN INTERNATIONAL HOSPITALITY, RECOGNIZED AMONG THE TOP 100 HOTEL GENERAL MANAGERS OF THE WORLD FOR 2024. AS THE GENERAL MANAGER OF THE WALDORF HILTON, LONDON, ONE OF LONDON’S MOST ICONIC HOTELS, GUY HILTON HAS ELEVATED THE GUEST EXPERIENCE BY BLENDING CLASSIC LUXURY WITH MODERN INNOVATION, ALL WHILE FOSTERING AN INCLUSIVE AND DYNAMIC WORKPLACE CULTURE.

With a career spanning over six Hilton properties, numerous accolades, and a reputation as an inspiring mentor, Guy’s commitment to excellence continues to set new standards in luxury hospitality.

Alexander Chetchikov: The Waldorf Hilton is a legendary property in London, and as its General Manager, you’re tasked with both preserving its legacy and modernizing it for today’s luxury travelers. How do you strike that balance, and what recent initiatives have you implemented to elevate the guest experience?

Guy Hilton: The hotel was built in 1908 and is a truly iconic part of the West End. We offer escapism and a

touch of luxury whilst our team focuses on creating wonderful memories and experiences for our guests.

I like to think that we provide a wonderful offering of a traditional English experience. With the hotel being surrounded by theatres, our culinary team in Homage Restaurant were inspired by the ‘Beauty and the Beast’ story and created our immensely popular ‘Be Our Guest’ themed afternoon tea and we continue to offer Traditional Tea Dances in Palm Court.

The newly created additional T Room at The Waldorf Hilton, London was designed to offer a personalised tea journey with a dedicated Tea Sommelier. It has been a hit amongst guests looking for an alternative to a traditional afternoon tea whilst residing at The Waldorf.

We developed a Guest Experience Department quite early on to help determine and arrange any pre-arrival preparations as well as create unique welcome packages, such as decorating rooms to surprise and delight our guests.

Good Godfrey’s Bar is named after its 1930’s band leader Howard Godfrey. Bar menus and drinks are created with a nod to all things musical and the exciting part is that the menus are created on vinyl records and sleeves!

The team focuses on stay experience scores and celebrates successes and discusses opportunities for improvement. Our efforts have had great results with the Good Godfrey’s Bar now ranking as #3 Best Bar in London on TripAdvisor, of which we are very proud.

We also refurbished three of our spacious two-bedroom family suites with the design inspired from the hotel’s founding era linked to music and dance, which also include history-inspired artwork for guests to enjoy, and is available for purchase, allowing guests to take a piece of The Waldorf home with them.

AC: Your commitment to team development is evident, from mentoring individuals to fostering programs like the Hilton Development Programme. How do you identify potential leaders, and what unique qualities do you believe are essential for succeeding in luxury hospitality today?

GH: The development of my team has always been of paramount importance to me, and when I was provided the opportunity to shape the Management Development Programme, it was an opportunity not to be missed. We currently have 37 Alumni working in senior positions of which four are General Managers, who started on the programme between 2013 and 2022.

I think the individuals who succeed are the ones with a true passion for their own development, who know how to deliver a great guest experience, whilst also looking at ways of improving their team’s experience. Along with a desire for quality and attention to detail in all they do, they are also quick to identify opportunities to network and help shape the future of the hotel and the wider organisation.

AC: Inclusivity is an important aspect of your leadership, with notable advancements in female representation among leadership roles at the hotel. Could you share your philosophy on fostering a more inclusive workplace, and how it has impacted the success and culture of your teams?

GH: Our hotel is diverse by nature and inclusive by choice, much like the hospitality industry in general, and our ongoing desire to foster a more inclusive workforce has been shaped by the formation of a diverse team from all parts of the world. I believe in employing and promoting the right person for the role. I am also a big advocate for creating leadership opportunities for women and am proud to share that all my direct reports are women. Last year I also spoke at the #InspireInclusion event that the hotel hosted in celebration of International Women’s Day. By having a diverse group of talented people in the hotel we develop informative meetings and provide opportunities to engage with each other that allow everybody to learn more about one another.

Our work with key partners such as the Down’s Syndrome Association’s WorkFit Programme, Springboard, and Only A Pavement Away has also greatly helped drive the success and positively impact the culture of our team.

AC: The luxury hospitality industry is evolving quickly, and guests now seek personalized and memorable experiences. How do you approach curating unique, unforgettable experiences for guests at The Waldorf Hilton, and what emerging trends in guest expectations are you most excited about?

GH: We have always taken a collaborative approach to this, with ideas and experiences being designed and implemented by the team ranging from our Fashion, Shopping and Afternoon Tea Experiences, to the incredible cocktail menus, with links to heritage and music that is so important to the hotel.

Before the development of our T Room, the perfect destination to enjoy simple British traditions such as tea and cake and savor some of the finest teas from our partners Hope & Glory, I personally visited the Sri Lankan tea fields to ensure the bespoke ‘Waldorf Blend’ we curated would transport our guests back to when the hotel first held its Tango Tea Dances with its beautifully blended whole orange pieces providing wonderful malty flavours, with subtle fruity citrusy aromas and tones, ideally enjoyed with a fresh slice of orange.

As an industry of people serving people, I see the emerging trend of bespoke experiences more and more, whilst using the developments in media and technology to connect guests from all over the world with those experiences.

AC: From partnering with English winemakers to developing mixology programs, you’ve leveraged innovative partnerships to enhance your offerings. Can you tell us about a recent partnership that you believe has significantly elevated your guests' experience, and what other innovations you envision bringing to luxury hospitality?

GH: We have a great partnership with Hope and Glory teas and with the subsequent arrival of Domenico, our Tea Sommelier, we have really enhanced and improved our tea offering across the whole hotel. Guests can now opt for a personalised traditional tea-tasting experience with an Etiquette & Service Specialist where they will be immersed into the world of tea “from the field to the cup".

For a touch of luxury in our bathrooms, we provide TEMPLESPA toiletries which is a well-known British luxury skincare & wellness brand. TEMPLESPA uses ingredients that are 100% cruelty-free, 100% suitable for vegetarians, with 76% suitable for vegans. The tubes are made from HDPE and are 100% recyclable.

AC: The Waldorf Hilton has contributed greatly to the local community through initiatives like the WorkFit programme and partnerships with local charities. What motivates your community involvement, and how do you see these efforts enriching both your team and the guest experience?

GH: Travel with Purpose is Hilton’s Environmental, Social and Governance (ESG) strategy to drive responsible travel and tourism globally. Through Travel with Purpose, we seek to create positive environmental and social impact across our operations, supply chain, and communities. We focus on offering opportunities to people of all backgrounds which is so humbling and rewarding.

We work with fantastic partners like the Down’s Syndrome Association’s WorkFit Programme. Myself and the team learn from such incredible individuals on this programme who inspire and educate us whilst helping us provide an incredible guest experience. When you spend time with Sam, who came to us via the programme, you can tell how proud he is of his awardwinning experience and a job he never thought he could have and is now an integral member of our team and guests enjoy interacting with him.

AC: Luxury hospitality can be demanding, and it requires resilience and adaptability. What has been one of the most challenging moments in your career, and what lesson did you learn that has shaped your approach to leadership today?

GH: I think the hardest part of the journey was initially moving around the country with my family, but the pandemic years, I believe, have left a mark on us all. At the same time, they helped create new energy around a more flexible style of leadership and reshaped our workforce. We had to work hard to find and retain the right people while delivering a faster, leaner, and more experientially driven level of service.

AC: You’ve positively impacted many careers through your mentorship, and several of your mentees have advanced to senior roles. What do you hope your legacy will be in the hospitality industry, and what advice do you offer emerging leaders looking to leave a similar mark?

GH: I hope I will be remembered for my passion for people and their development whilst also ensuring an opportunity for all those who wanted to take it was available. It’s great to see people who have been key in hotels I have led, now leading their own teams in luxury hotels across the globe as well as in the UK. My one piece of advice is to enjoy what this industry has to offer and allow your passions to influence and guide those who may wish to become part of it whilst looking after your own health and wellbeing.

For more information on The Waldorf Hilton, London, visit www.hilton.com

HANS SCHILLER

GENERAL MANAGER

OPULENCE TRANSCENDS MERE MATERIAL WEALTH; IT EMBODIES ACCESS TO EXTRAORDINARY EXPERIENCES AND EXCEPTIONAL SERVICE TAILORED TO INDIVIDUAL DESIRES. IN THE EVER-EVOLVING HOSPITALITY SECTOR, HILTON RIYADH HOTEL & RESIDENCES STANDS OUT FOR ITS DEDICATION TO CREATING UNFORGETTABLE MOMENTS FOR ITS GUESTS. HANS SCHILLER, GENERAL MANAGER OF HILTON RIYADH HOTEL & RESIDENCES, WAS RECENTLY RECOGNIZED BY LUXURY LIFESTYLE AWARDS AS ONE OF THE TOP 100 GENERAL MANAGERS OF THE WORLD. IN THIS EXCLUSIVE INTERVIEW, HANS SHARES HIS INSIGHTS INTO THE TRANSFORMATIVE NATURE OF THE HOSPITALITY INDUSTRY, THE IMPORTANCE OF PERSONALIZED SERVICE, AND THE ROLE OF SUSTAINABILITY IN MODERN HOSPITALITY.

Leading this enlightening conversation is Alexander Chetchikov, President of the World Luxury Chamber of Commerce, a distinguished authority on luxury excellence. With over 16 years of experience in recognizing and promoting the finest luxury brands through the Luxury Lifestyle Awards, Chetchikov provides a unique perspective on the challenges and opportunities facing the luxury industry today.

Alexander Chetchikov: How has your understanding of luxury evolved over the years, and what does luxury mean to you today in the context of modern consumer expectations?

Hans Schiller: Over the years, my view of luxury has evolved into a deep appreciation for personalized experiences that focus on meaning and connection, rather than just extravagance. To me, luxury now embodies a harmonious blend of sustainability, seamless technology integration, holistic wellness offerings, a sense of community, and genuine human connections.

In today's dynamic landscape of modern consumer expectations, luxury transcends the superficial and ventures into the realm of creating authentic, tailormade encounters that resonate deeply with our guests. It involves crafting moments that speak to their individual desires, aspirations, and emotional needs, elevating their stay into a memorable journey of unparalleled significance.

I have come to realize that by nurturing and caring for our team members, we sow the seeds for them to deliver not just a memorable experience but a heartfelt one. When our team members feel valued, supported, and empowered, they naturally extend that care and

attention to our guests, ensuring that each interaction is imbued with warmth, sincerity, and a touch of genuine hospitality.

In essence, true luxury today lies in the ability to curate experiences that touch the soul, foster connections, and leave a lasting impression that goes far beyond the confines of material extravagance.

AC: Digital transformation is reshaping many industries, including luxury hospitality. How has Hilton Riyadh Hotel & Residences adapted to these changes, and what technologies do you believe are essential for enhancing guest experiences?

HS: At Hilton Riyadh Hotel & Residences, our journey through the realm of digital transformation has been a testament to our commitment to embracing innovation while preserving the essence of hospitality that defines our establishment.

Adapting to these evolving landscapes, we have integrated cutting-edge technologies that not only streamline operations but also elevate the guest experience to unprecedented levels of comfort and convenience. By leveraging advanced tools and platforms, we have tailored our services to cater to the unique preferences and expectations of modern travelers, ensuring that every stay with us is marked by efficiency, personalization, and seamless connectivity.

As we navigate this digital landscape, our focus remains unwavering on striking the perfect balance between technological advancements and the timeless art of hospitality, ensuring that every interaction at Hilton Riyadh Hotel & Residences is infused with warmth, attentiveness, and a touch of genuine care.

AC: As luxury travel continues to evolve, what do you envision for the future of concierge services? How can these services adapt to meet the needs of a new generation of travelers?

HS: In the evolving realm of luxury travel, I envision the future of concierge services at Hilton Riyadh Hotel & Residences to revolve around authentic human connections. As we cater to a new generation of travelers, our focus remains on fostering meaningful relationships, understanding individual preferences, and delivering personalized experiences that resonate on a deeper, emotional level.

Our concierge services are poised to adapt by prioritizing genuine interactions, intuitive attentiveness, and a heartfelt approach that ensures each guest feels valued, understood, and cared for. Through these connections, we aim to create unforgettable moments that go beyond mere service and truly embody the essence of hospitality.

Looking ahead, we see concierge services as the cornerstone of personalized care and attention, where the human touch reigns supreme, enriching the travel experience and leaving a lasting impression of warmth, sincerity, and genuine hospitality.

AC: Collaboration often drives innovation in luxury. Can you discuss the importance of partnerships within the luxury sector and how they enhance the overall customer experience?

HS: At Hilton Riyadh Hotel & Residences, our collaborations with leading brands enrich the guest experience by infusing it with exclusivity and sophistication. These partnerships drive innovation, inspire creativity, and set new standards in hospitality.

By joining forces with renowned brands, we create immersive experiences that resonate with our guests' discerning tastes, elevating every moment into a memorable and elegant encounter. These collaborations enhance the customer experience by introducing elements of artistry and style, complementing our commitment to personalized service and attention to detail.

AC: As a leader in the luxury concierge space, how would you describe your leadership style, and what qualities do you think are essential for managing a luxury hotel successfully?

HS: At Hilton Riyadh Hotel & Residences, my leadership style is defined by a blend of vision, empathy, and a relentless commitment to excellence. Essential qualities for successfully managing a hotel include a keen eye for detail, a passion for personalized service, a focus on fostering genuine human connections, and a dedication to creating unforgettable experiences for our guests.

AC: What are some of the biggest changes you’ve observed in guest preferences at Hilton Riyadh? How do you ensure your team is equipped to meet these evolving expectations?

HS: To address evolving guest preferences at Hilton Riyadh Hotel & Residences, I focus on training, empowerment, technology integration, feedback mechanisms, cross-training, and alignment with wellness and sustainability trends to ensure my team is equipped to deliver personalized, seamless, and exceptional experiences that meet modern expectations.

AC: What motivates you personally as a General Manager to drive exceptional service, and how do you instill that same motivation in your team to ensure they deliver exceptional guest experiences?

HS: As a General Manager, my personal drive for seamless service stems from a passion for creating memorable experiences. I instill this motivation in my team at Hilton Riyadh Hotel & Residences through leading by example, clear communication, empowerment, recognition, ongoing training, and encouraging innovation to ensure they consistently deliver exceptional guest experiences.

AC: Finally, looking ahead, what is your vision for the future of Hilton Riyadh Hotel & Residences in the luxury landscape, and how do you plan to maintain its position as a leading destination for travelers?

HS: As I gaze into the future, my heart swells with a vision for Hilton Riyadh Hotel & Residences that transcends mere elegance—it's about creating soulstirring moments that linger in the hearts of our guests.

To uphold our legacy, we will infuse every interaction with innovation, personalized care, and a commitment to crafting memories that become cherished stories. We are dedicated to not just meeting but surpassing expectations, tailoring experiences with a personal touch, and fostering a culture of continuous growth and creativity across all that we offer.

With a deep-rooted belief in excellence, authenticity, and heartfelt hospitality, we aspire to go beyond the ordinary to meet the evolving desires of discerning travelers. Through a harmonious blend of tradition and contemporary flair, we will elevate guest experiences, nurture genuine connections, and ensure that each visit to Hilton Riyadh Hotel & Residences is a symphony of sophistication, comfort, and enchantment that sets us apart in the world of exceptional hospitality.

For more information on Hilton Riyadh Hotel & Residences, visit www.hilton.com

HASSEN JOUHRI

GENERAL MANAGER

IN THE WORLD OF LUXURY TRAVEL, DELIVERING AN EXCEPTIONAL GUEST EXPERIENCE IS AN ART, AND AT THE HEART OF THAT EXPERIENCE OFTEN LIES A SKILLED AND VISIONARY GENERAL MANAGER. FEW UNDERSTAND THIS BETTER THAN HASSEN JOUHRI, GENERAL MANAGER OF TUI BLUE, MEDINA GARDENS A SEASONED LEADER IN THE HOSPITALITY INDUSTRY WITH A PASSION FOR CURATING UNFORGETTABLE STAYS.

In this interview, we’ll dive into his approach to luxury travel, the integral role of General Managers in creating memorable experiences, and how the evolving landscape of tourism continues to inspire and challenge the industry.

Alexander Chetchikov: Tell us about your journey into the world of hospitality, and what inspired you to pursue a career within the luxury travel industry?

Hassen Jouhri: I am truly passionate about hospitality, which is why I chose to pursue a Postgraduate Diploma in Hotel and Tourism Management. I was drawn to the industry because I love creating memorable experiences for guests and helping them feel at home, no matter where they come from. Over the years, I’ve had the opportunity to work in various roles within large hospitality groups, gaining more than 25 years of experience in different leadership positions. Each role allowed me to grow my skills, understand the industry deeply, and, above all, to keep my passion for luxury travel alive. This journey has

been incredibly rewarding, and my motivation to create exceptional experiences for guests has only grown stronger.

AC: What characteristics should a General Manager possess, and how has the definition of the role changed over the years?

HJ: A good General Manager is someone who is very hands-on, actively engaged with both staff and guests. He should be approachable, always supporting their team closely and listening to guests’ needs. Having a strong sense of practicality and attention to detail is essential –noticing the little things that can make a big difference in guest satisfaction. Over the years, the role has evolved from just managing operations to becoming a true leader and mentor. Today’s GM is expected to be more present on the field, understanding and anticipating guests' expectations on a deeper level, and fostering a positive, motivated environment for the staff. This balance of leadership and close connection with the team and guests has become more important than ever.

AC: How has the demands of travelers changed over the years, and how do you adapt within such a competitive market?

HJ: Travelers’ demands have changed a lot in recent years, especially with the growth of social media. Now, before booking a hotel, guests can easily find extensive information about the property, see reviews on the quality of services, and compare it with competitors. This means that to stay competitive, it’s essential to focus on delivering excellent service and consistently high standards and anticipate the guests needs. Maintaining a strong image also means paying close attention to guest feedback and responding thoughtfully to reviews. In such a competitive market, aiming for excellence in every detail and actively engaging with guests online are key to staying relevant and trusted. The last but not the least, is to be creative.

AC: What are the biggest challengers that you face as a General Manager, and how have you navigated these at Tui Blue Medina Gardens?

HJ: One of the biggest challenges I faced as General Manager at TUI Blue Medina Gardens was overseeing the complete renovation of the hotel, which lasted six months. It was essential to ensure that all work was completed to meet the high standards our guests expect, and the biggest challenge was to open exactly on the originally planned date. After the renovation, my focus shifted to recruiting, training, and motivating a team dedicated to meeting guest needs and creating an excellent experience. Our goal has always been not only to satisfy our guests but also to build loyalty, and I’m proud to say we’ve achieved a very high rate of returning guests. Another ongoing challenge has been maintaining these quality standards over time and continuously working to improve our services. This commitment helps us stand out in a competitive market and ensures our guests receive the best possible experience on every visit.

AC: How does the Tui Blue Medina Gardens set itself apart from its competitors?

HJ: TUI Blue Medina Gardens stands out from its competitors in several ways. First, our hotel is perfectly located in the heart of Marrakech, just five minutes away from all the main attractions of the Red City. Even though we are in the city center, we have a calm and lush garden where our guests can relax and enjoy peace and serenity. From the garden, guests have an amazing view of the Koutoubia Mosque, which is an 11th-century landmark.

Inside the hotel, we have a historic monument from the 19th century, giving our hotel a unique and special charm. Additionally, we offer a unique concept developed by our head office that combines excellent quality service with a qualified and attentive staff. Our team listens to our guests and responds to every request quickly. Each member of our staff acts as an ambassador for the hotel, ensuring that every guest has a wonderful experience. These features, our central location, beautiful garden, historic elements, and exceptional service help TUI Blue Medina Gardens stand out and provide our guests with a memorable and unique stay.

AC: If you could help offer anyone looking to pursue a career within the luxury travel sector words of advice, what would they be?

HJ: My advice for anyone looking to pursue a career in the luxury travel sector would be, first and foremost, to have a true passion for hospitality. This industry requires dedication and a genuine love for creating exceptional experiences for guests. It’s also essential to have good judgment, actively listen to guests, and quickly provide the right solutions to any issues that arise.

Equally important is building a strong connection with your team – know how to motivate them and always lead by example. When your staff sees you setting high standards and showing respect to guests and colleagues alike, it inspires them to do the same. In luxury hospitality, it’s all about the details, so be ready to work hard, stay focused, and make a positive impact on both your guests and your team every day.

For more information on

IAN BARROW

GENERAL MANAGER

LOCATED BY THE TRANQUIL PUTRAJAYA LAKE, DOUBLETREE BY HILTON

PUTRAJAYA

LAKESIDE OFFERS AN EXTRAORDINARY FUSION OF MODERN LUXURY AND MALAYSIAN CULTURAL HERITAGE. SINCE ITS OPENING IN OCTOBER 2021, THE HOTEL HAS BECOME A SOUGHT-AFTER RETREAT, CELEBRATED FOR ITS STUNNING ARCHITECTURE, DIVERSE CULINARY OFFERINGS, AND EXCEPTIONAL GUEST EXPERIENCES.

Under the leadership of General Manager Ian Barrow, the hotel has redefined what it means to offer personalized luxury, oozing comfort, quality, and exclusivity. As one of Luxury Lifestyle Awards’ Top 100 Hotel General Managers of the World for 2024, Ian Barrow has earned recognition for his exceptional leadership and creating a unique, culturally immersive experience for guests. In this exclusive interview, we sit down with Ian to learn more about his journey in the hospitality industry, the vision behind DoubleTree by Hilton Putrajaya Lakeside, and his views on the future of luxury hospitality.

Leading the conversation is Alexander Chetchikov, President of the World Luxury Chamber of Commerce and a distinguished expert in the luxury industry, with over 16 years of experience recognizing and celebrating top-tier luxury brands.

Alexander Chetchikov: Congratulations on your Top 100 victory, Mr Barrow! What would you say sets DoubleTree by Hilton Putrajaya Lakeside apart as the only resort-style hotel by the serene Putrajaya Lake, and how do you leverage this exclusivity to enhance guest experiences?

Ian Barrow: Thank you! What truly sets DoubleTree by Hilton Putrajaya Lakeside apart is our ability to cater to both leisure and business travelers. With extensive family-friendly facilities, including dedicated kids’ areas, and a wide range of versatile meeting spaces, we are the ideal destination for families seeking a short getaway or companies looking for productive retreats. Being located within Malaysia’s administrative capital, Putrajaya, our serene lakeside setting offers a refreshing escape from the hustle and bustle of city life while still providing convenient accessibility.

AC: The hotel’s architecture showcases Malaysia’s diverse cultural heritage. How do you ensure this cultural essence is consistently reflected in the guest experience, from design to service delivery?

IB: Our design is a direct reflection of Malaysia’s cultural richness, from the intricate woodwork and traditional Malaysian design elements in our interiors to the cultural experiences we provide. We ensure that this essence extends throughout the guest experience by training our staff to not only deliver exceptional service but also to embody the warmth and hospitality that are hallmarks of Malaysian culture.

AC: With Makan Kitchen being a celebration of Malaysia’s culinary diversity, what role do you believe authentic local cuisine plays in creating memorable stays for your guests?

IB: Authentic cuisine is central to a memorable travel experience. At Makan Kitchen, we bring Malaysia’s rich culinary tapestry to life, offering guests an opportunity to explore the unique flavors of each race under one roof. Our chefs use locally sourced ingredients and traditional recipes, ensuring authenticity in every dish. Guests often tell us that experiencing the diverse food culture at Makan Kitchen is one of the highlights of their stay—it’s a way for them to connect with Malaysia’s heritage through taste.

AC: DoubleTree is renowned for personalized experiences. Can you share an example of a particularly unique or personalized experience the team has created for a guest?

IB: At DoubleTree by Hilton Putrajaya Lakeside, we take pride in going the extra mile to create meaningful

and memorable experiences for our guests. One particularly special moment was when we received a last-minute request from an in-house guest who wanted to propose to his girlfriend by the lake. Understanding the importance of the occasion, our team quickly sprang into action. Within a short time, we arranged a beautiful setup by the lake, ensuring a private and picturesque spot for the proposal. From selecting the perfect location to coordinating the details seamlessly, our team worked together to make the moment truly special. The proposal went perfectly, and the couple was overwhelmed with joy. The guest later shared how much he appreciated the team’s swift response and dedication to making his dream proposal a reality. Moments like these embody the essence of hospitality—creating unforgettable memories that leave a lasting impression on our guests.

AC: As a hub for both leisure and corporate travelers, how does DoubleTree by Hilton Putrajaya Lakeside cater to the diverse needs of these groups, particularly in event and meeting spaces?

IB: At DoubleTree by Hilton Putrajaya Lakeside, we take pride in catering to both leisure and corporate travelers by offering a seamless blend of work and relaxation. For corporate guests, we provide a wide range of versatile meeting spaces, including ballrooms, boardrooms, and breakout areas equipped with state-ofthe-art technology and seamless connectivity to ensure productive events. Our team specializes in curating tailored solutions, whether for large conferences, team retreats, or intimate board meetings.

On the leisure front, our extensive family-friendly facilities, such as Splash’ pool, Kids Club, and more recreational activities, make us a perfect choice for families seeking a quick getaway. This combination allows us to meet the diverse needs of guests traveling for business, leisure, or both, ensuring every stay is both purposeful and enjoyable.

AC: Having managed properties across multiple countries, how have your international experiences shaped your approach to managing a hotel in a culturally rich destination like Malaysia?

IB: Managing properties across multiple countries has given me a deep appreciation for cultural diversity and the importance of understanding local nuances. Each destination comes with its own unique heritage, traditions, and guest expectations, and Malaysia is no exception. Malaysia’s rich cultural tapestry—shaped by its Malay, Chinese, Indian, and Indigenous influences— has taught me the value of incorporating these elements into both service delivery and guest experiences.

At DoubleTree by Hilton Putrajaya Lakeside, I ensure that we celebrate this cultural richness in everything we do, from the warmth and hospitality of our team members to the flavors showcased at Makan Kitchen. My international experience has also helped me foster a team culture that values inclusivity, adaptability, and a commitment to creating meaningful connections with our guests, no matter where they come from.

AC: What challenges and opportunities do you see in redefining luxury in the hospitality industry?

IB: Redefining luxury in today’s hospitality industry comes with both challenges and exciting opportunities. Traditionally, luxury was often associated with opulence and exclusivity. However, today’s travelers, especially in a post-pandemic world, are seeking experiences that are more personalized, meaningful, and authentic.

One challenge is balancing these evolving expectations with operational efficiency—delivering exceptional, tailored experiences without compromising on consistency. Guests are now looking for emotional connections, whether it’s through cultural immersion, sustainable practices, or memorable interactions with our team members.

The opportunity lies in creating “new luxury” by focusing on what truly matters: genuine hospitality, thoughtful details, and experiences that resonate on a deeper level. At DoubleTree by Hilton Putrajaya Lakeside, this means celebrating Malaysia’s rich heritage, offering family-friendly facilities, and providing seamless business solutions—all while ensuring guests feel valued and connected during their stay.

AC: You emphasize talent development as a key part of your role. How do you nurture the next generation of hospitality professionals, and what advice do you offer to aspiring hotel managers?

IB: Talent development is something I am deeply passionate about, as the future of hospitality depends on nurturing and empowering the next generation of professionals. At DoubleTree by Hilton Putrajaya Lakeside, we focus on creating an environment where team members can learn, grow, and thrive. This starts

with comprehensive training programs that not only build technical skills but also develop leadership and interpersonal qualities.

I believe in mentorship and leading by example— providing guidance, sharing insights from my experiences, and fostering a culture of open communication and collaboration. Recognizing and celebrating team members’ achievements is equally important, as it inspires confidence and a drive for excellence.

My advice to aspiring hotel managers is to remain curious and adaptable. The hospitality industry is dynamic, and success comes from being open to learning, embracing challenges, and consistently putting people first—whether it’s your team or your guests. Most importantly, a passion for service and a genuine desire to create meaningful experiences will always set you apart.

AC: In your opinion, how has the concept of luxury evolved over the years, and how does it influence your vision for the guest experience today?

IB: The concept of luxury has evolved significantly over the years. Traditionally, luxury was defined by opulence, exclusivity, and material indulgence. Today, however, it is far more personal and experience-driven. Modern travelers value authenticity, meaningful connections, and personalized service over grandeur alone. Luxury is now about creating moments that are memorable, tailored, and emotionally fulfilling.

This evolution strongly influences our vision for the guest experience at DoubleTree by Hilton Putrajaya Lakeside. We focus on thoughtful details, genuine hospitality, and experiences that reflect the unique cultural richness of Malaysia. Whether it’s through warm, attentive service, curated family-friendly activities, or versatile facilities for business and leisure guests, we aim to deliver an experience that feels personal and purposeful.

Ultimately, today’s luxury is about making every guest feel seen, valued, and cared for—something we strive to achieve with every stay.

AC: What innovations or trends in the hospitality industry excite you the most, and how do you see them shaping the future of DoubleTree by Hilton Putrajaya Lakeside?

IB: The hospitality industry is constantly evolving, and several innovations and trends truly excite me, particularly in enhancing guest experiences and operational efficiency. One major trend is the integration of technology to create a seamless and personalized stay—from digital check-ins to data-driven insights that allow us to anticipate guest preferences. At DoubleTree by Hilton Putrajaya Lakeside, we see these tools as a way to enhance convenience while maintaining the personal touch that defines true hospitality.

Sustainability is another key focus, as guests are becoming more mindful of their environmental impact. Hilton’s LightStay initiative plays a crucial role here, enabling us to measure and manage our environmental footprint, from energy and water conservation to waste reduction. At our property, we are committed to implementing eco-friendly practices, such as reducing single-use plastics, optimizing energy-efficient systems, and sourcing ingredients locally for our dining outlets.

Additionally, the growing demand for “experiencedriven stays” offers an exciting opportunity. Travelers today seek authentic, meaningful connections with their destinations. For us, this means showcasing Malaysia’s rich cultural heritage, providing familyfriendly facilities, and creating spaces where guests can work, relax, and reconnect—all within our serene lakeside setting.

By embracing these trends and Hilton’s global sustainability commitments, we ensure that DoubleTree by Hilton Putrajaya Lakeside remains a forward-thinking destination that meets evolving guest expectations while contributing positively to our community and environment.

For more information on DoubleTree by Hilton Putrajaya Lakeside , visit www.hilton.com

IDRISS SAOUDI

GENERAL MANAGER

ALEXANDER CHETCHIKOV, PRESIDENT OF THE WORLD LUXURY CHAMBER OF COMMERCE, IS THRILLED TO PRESENT AN EXCLUSIVE INTERVIEW WITH IDRISS SAOUDI, GENERAL MANAGER OF SOFITEL TAMUDA BAY BEACH AND SPA, WHO WAS RECENTLY NAMED ONE OF THE TOP 100 HOTEL GENERAL MANAGERS OF THE WORLD BY LUXURY LIFESTYLE AWARDS IN 2024. THIS RECOGNITION HIGHLIGHTS SAOUDI’S LEADERSHIP AND COMMITMENT TO EXCELLENCE IN THE LUXURY HOSPITALITY SECTOR. THIS INTERVIEW OFFERS UNIQUE INSIGHTS INTO THE WORLD OF LUXURY MANAGEMENT AND THE STANDOUT ATTRIBUTES OF SOFITEL TAMUDA BAY BEACH AND SPA.

Alexander Chetchikov: Congratulations on being named one of the TOP 100 Hotel General Managers of the World by Luxury Lifestyle Awards! What do you think sets Sofitel Tamuda Bay Beach and Spa apart from other luxury resorts in the region?

Idriss Saoudi: I would like first to take this opportunity to warmly thank the committee for this recognition, it means a lot and nothing would have been possible without the contribution and engagement of the amazing team of Sofitel Tamuda Bay Beach & Spa. Except for the stunning location, in the

Mediterranean Sea, and boarding one of the best beaches of Morocco, what sets Sofitel apart is definitely the generosity of our team members to deliver exclusive and personalized service, we are heading to our 10th year since the opening of this hotel, and I can tell proudly that I’ve never met such genuine people, which only desire is to make sure their guests are spending the best moments among us.

AC: As a luxury hotel manager, what strategies do you employ to ensure a truly exceptional guest experience?

IS: Luxury experience varies from one guest to another, and one of the easiest ways to approach it is to prepare as best as we can for the stay prior to guest arrival, that’s what we strive to achieve here at Sofitel. Our brand is also well-known for its exclusive service cousu main, where we try with all due humility to touch the hearts of our guests.

AC: Luxury hospitality is all about creating memorable experiences. Can you share a particular story or guest interaction that highlights the level of service you strive to provide at Sofitel Tamuda Bay Beach and Spa?

IS: I remember one particular moment last summer 2024, when some clients informed us that they would be celebrating their 60th wedding anniversary, we decided to make that celebration a special one, one that they will never forget. We designed a committee involving each department of the hotel, and we prepared for almost 2 months at this moment.

We finally agreed to have an enchanting dinner set up on the beach with a fairytale-inspired decoration, we managed to contact their children and knew about their preferences, the chef prepared a customized show cooking next to them and we had the chance to have an extraordinary full moon over the sea that night. I can’t tell you enough how the guests felt that night but we really touched their emotions. They came back a few weeks later to stay again with their children, grandsons, and friends.

AC: How do you foresee the future of luxury hotels evolving in the coming years, particularly in terms of guest expectations and technological advancements?

IS: A new generation of young customers have started to travel, they are young, they have high expectations

and they want exclusive experiences. In addition to that, they’ve grown up with a completely transformed digitalized offer. They are looking for a seamless stay, where technology is at every touch point of the customer journey. AI will definitely play an important role in different ways: choosing a destination, connecting people looking for the same emotions, etc.

AC: Now, let’s shift focus to your role. What do you consider the most challenging aspect of managing a luxury hotel like Sofitel Tamuda Bay Beach and Spa?

IS: In my opinion, our main challenge in a luxury environment, is to make sure that everyone in the team perfectly understands the important role he plays as a whole, every single decision we make, has an impact on the guest experience, therefore, ensuring a permanent horizontal communication at all time can guarantee a success or failure in our mission. Last but not least, is to constantly design a succession plan at all levels, our industry offers endless possibilities and everyone should benefit from it.

AC: How do you maintain a balance between the authenticity of Moroccan culture and the sophistication of French-inspired design at the resort?

IS: Our logo represents the link between the best of the local culture and the French art de vivre, and our guests are looking for genuine and authentic experiences, therefore we offer them the possibility to discover how we work with the local community, and how we contribute to develop the talents in the region. For instance, we identified a local farmer, who was making one of the best goat cheeses, with an original recipe from its ancestors, and we proudly contributed to developing his business unit production. Today, his product is distributed all over Morocco.

AC: What role does sustainability play in your operations and the overall guest experience at Sofitel Tamuda Bay Beach and Spa?

IS: Guests are more aware than ever about the footprint tourism has on the environment, Accor was one of the pioneers to adopt a long-term strategy towards sustainably, for instance, single-use plastic has been removed definitely from our activities. Many other projects have been implemented such as food waste management, aiming to reduce it significantly, or Green Watt which is a global solution using geothermy and aerothermy to reduce energy consumption.

AC: In your view, what is the key to building a team that can consistently deliver the high standards of luxury hospitality you expect at your resort?

IS: You can ensure that everyone in his role has the knowledge, the tools, and the willingness to perform at the highest level, but it’s never enough… if you don’t make sure that everyone in the team has the same aligned vision of excellence. Only then, everything is possible.

JUAN CARLOS REINA

GENERAL MANAGER

RECENTLY HONORED AMONG THE TOP 100 HOTEL GENERAL MANAGERS OF THE WORLD IN 2024, JUAN CARLOS REINA, GENERAL MANAGER OF DUKES THE PALM, A ROYAL HIDEAWAY HOTEL, JOINS US FOR AN INSIGHTFUL CONVERSATION. LED BY ALEXANDER

CHETCHIKOV,

PRESIDENT OF THE WORLD LUXURY CHAMBER OF COMMERCE, THIS INTERVIEW DIVES INTO THE ART OF LUXURY HOSPITALITY AND JUAN CARLOS REINA'S REMARKABLE CAREER JOURNEY.

Alexander Chetchikov: Congratulations, Juan Carlos, on being named one of the TOP 100 Hotel General Managers of the World! What does this recognition mean to you and your team?

Juan Carlos Reina: Being recognized as one of the top hotel general managers is both an honor and a reflection of the hard work and dedication of my entire team. It is truly a collective achievement, and I’m proud of how we have continuously elevated the guest experience at Dukes The Palm a Royal Hideaway Hotel, and in the Barcelo Hotel Group. This recognition motivates us to keep striving for excellence in everything we do.

AC: What inspired you to pursue a career in hospitality, and what has kept you passionate about the industry over the years?

JCR: I’ve always been drawn to the idea of service and creating memorable experiences for others. My passion for hospitality began early when I realized the impact that exceptional service can have on people’s lives. What keeps me passionate is the constant evolution of the industry. There’s always something new to learn, and the opportunity to innovate and exceed guest expectations is what keeps me motivated.

AC: Dukes The Palm, a Royal Hideaway Hotel is renowned for its British hospitality and exclusivity. How do you ensure the hotel maintains its distinctive identity in Dubai's competitive luxury market?

JCR: At Dukes The Palm, a Royal Hideaway Hotel we place great importance on the British heritage and

elegance and the European Service at Barcelo Hotel Group that defines our identity. From the sophisticated décor to our world-class service, we ensure that every guest feels immersed in the charm of British luxury while enjoying the stunning backdrop of Dubai. Our exclusive private beach and exceptional facilities further enhance the guest experience, offering a perfect blend of British tradition and modern luxury. We differentiate ourselves by offering an experience that combines the best of British elegance with the vibrancy of Dubai, creating a truly unique and unforgettable offering in the competitive luxury market.

AC: With luxury evolving to meet new demands, how do you see trends like personalization and sustainability shaping the future of high-end hospitality?

JCR: Personalization and sustainability are both central to the future of luxury hospitality. Today’s guests are looking for unique, tailor-made experiences that cater to their individual preferences and desires. At Dukes The

Palm, a Royal Hideaway Hotel, we focus on offering bespoke services that make each stay feel exclusive. Sustainability is equally important, with eco-conscious practices becoming a key expectation in the luxury sector. We are committed to integrating sustainable initiatives across the hotel, such as being HACCP Certified for food safety, ISO 14001 Certified for environmental management, and holding a sustainability certificate from the local governing body, DTCM. Following COP 28, which was hosted in the UAE, Dubai is positioning itself as a key player in the journey toward a sustainable future. Our group is dedicated to reducing our carbon footprint, with a target of achieving net-zero carbon emissions by 2050. From lowering energy consumption to sourcing local, sustainable products, we strive to deliver a luxury experience that not only meets the desires of our guests but also respects and protects the environment.

AC: What role does innovation play in your leadership style, and how have you incorporated it into the guest experience at Dukes The Palm, a Royal Hideaway Hotel?

JCR: Innovation is at the heart of our leadership philosophy. Whether it's adopting cutting-edge technology to streamline operations or reimagining the guest experience with new services and offerings, we are always looking for ways to innovate. For instance, we’ve introduced mobile check-ins, allowing guests to check in via their mobile devices, reducing wait times at reception. Additionally, we are currently implementing casting solutions for in-room TVs, allowing guests to stream content from their mobile devices or laptops, enhancing the in-room entertainment experience. In 2024, we are also digitalizing our menus, reducing the need for printed materials and opting for QR codes and digital menus, enabling guests to order online from the comfort of their rooms. This approach ensures that every guest’s experience at Dukes The Palm, a Royal Hideaway Hotel is modern, personalized, and truly unforgettable.

AC: What advice would you give to emerging professionals looking to excel in the luxury hospitality industry?

JCR: My advice would be to always remain curious and committed to learning. The luxury hospitality industry is dynamic, and success requires continuous adaptation. Focus on understanding the needs of your guests and always strive to exceed their expectations. Also, never underestimate the power of teamwork. The most successful hotel managers are those who build strong, motivated teams that share a common vision for excellence.

AC: How do you balance preserving the timeless elegance of Dukes The Palm, a royal Hideaway Hotel while introducing modern elements to meet contemporary guest expectations?

JCR: It's about striking the right balance between tradition and innovation. We maintain the timeless elegance of Dukes The Palm, a Royal Hideaway Hotel by preserving its classic British elements, such as the décor and service style, while continually introducing modern touches that enhance the guest experience. This includes the integration of the latest technologies, offering contemporary dining options, and providing customized experiences that appeal to today’s luxury travelers. The key is to always honor our roots while staying relevant to our guests’ evolving preferences.

AC: Finally, as a leader recognized globally, what legacy do you hope to leave behind in the luxury hospitality sector?

JCR: I hope my legacy will be one of innovation, service excellence, profitability, and sustainability. I want to be remembered as someone who constantly pushed the boundaries to create unforgettable, personalized experiences for guests, while also leading a hotel that was responsible and committed to making a positive impact on the community and the environment. Ultimately, I want Dukes The Palm to be known as a place where luxury meets integrity, and every guest feels like they’ve experienced something truly special.

KUNG TEONG WAH

GENERAL MANAGER

KUNG TEONG WAH, GENERAL MANAGER OF PARKROYAL COLLECTION PICKERING, SINGAPORE, IS A CELEBRATED LEADER IN THE LUXURY HOSPITALITY INDUSTRY WITH OVER THREE DECADES OF EXPERIENCE. HIS DEDICATION TO PERSONALIZED GUEST EXPERIENCES, SUSTAINABILITY, AND INNOVATIVE LEADERSHIP HAS EARNED HIM NUMEROUS ACCOLADES, INCLUDING BEING NAMED ONE OF THE TOP 100 HOTEL GENERAL MANAGERS OF THE WORLD IN 2024 BY THE LUXURY LIFESTYLE AWARDS.

In this exclusive interview led by Alexander Chetchikov, President of the World Luxury Chamber of Commerce; a global authority in luxury excellence, Teong Wah shares insights into his leadership philosophy, the future of luxury hospitality, and the strategies behind his award-winning management approach.

Alexander Chetchikov: Can you share how your journey in hospitality began and what inspired you to pursue a career in this industry?

Kung Teong Wah: My career in hospitality began in the kitchen, where I started as a chef. I’ve always been driven by the joy of watching guests enjoy the food I prepare, which inspired me to broaden my role within the industry. That enthusiasm eventually led me to transition from back-of-house operations to guestfacing roles. Since then, I had the opportunity to work in six different countries with various hotel brands, each experience enriching my career in new ways.

AC: As General Manager of PARKROYAL COLLECTION Pickering, Singapore, what do you believe sets the hotel apart in the luxury hospitality market?

KTW: What sets us apart is our ability to adapt to the changing expectations of our guests. Luxury means different things to different people. For example, younger guests often have preferences that contrast with those of our silver-age guests, while business travelers have unique requirements compared to leisure or solo travelers. To accommodate this diversity, we focus on delivering personalized services tailored to each guest’s persona, ensuring that everyone feels valued and well cared for during their stay. This commitment to understanding and catering to our guests creates memorable experiences that truly resonate with them.

AC: Sustainability plays a big role at PARKROYAL COLLECTION Pickering. How do you balance luxury and eco-conscious practices to create a unique guest experience?

KTW: We find a balance between luxury and ecoconscious practices by providing exceptional service alongside high-quality sustainable amenities. For instance, we offer premium branded amenities in biodegradable pump bottles, and every room is equipped with a filtered water dispenser to reduce plastic bottle usage. As sustainability becomes increasingly important to travelers, more hotels are adopting green initiatives, prompting vendors to develop a wider selection of quality products that align with our commitment to the environment. We believe that luxury and sustainability can coexist harmoniously, enriching our guests’ experiences while respecting the planet.

AC: You’ve led your team through many industry shifts. What management strategies do you rely on to keep your team motivated and deliver exceptional service?

KTW: I focus on people development and tailored service offerings. By encouraging team members to enhance their skill sets, they can engage effectively across various touchpoints throughout the guest experience. For example, bell staff can take on concierge roles, while security personnel can step in as lobby ambassadors. This cross-training improves efficiency and boosts staff confidence.

Understanding the diverse needs of our guests, we provide modern conveniences for those who prefer high-tech options while maintaining traditional luxury for those who favour a classic service experience. By fostering a versatile team and personalizing service to meet our guests’ unique preferences, we enhance their experience and cultivate a motivated workforce.

AC: What does winning the TOP 100 Hotel General Managers of the World in 2024 mean to you, and how do you think this recognition reflects your leadership approach?

KTW: Being named one of the TOP 100 Hotel General Managers of the World in 2024 is a tremendous honor. It highlights my commitment to creating a positive environment for both our guests and our associates. I truly believe that when our associates are happy, our guests are happy too. That’s why I focus on ensuring our operational team enjoys their work, receives competitive wages, and has a good work-life balance. I also champion the idea of ‘plus-one service’, encouraging everyone to go the extra mile for our guests. This award reflects our shared dedication to fostering a culture of care and excellence at our hotel.

AC: How do you incorporate technology into the guest experience, and how do you see it evolving in luxury hospitality?

KTW: We enhance the guest experience by integrating technology through a comprehensive digital roadmap that streamlines operations. By utilizing tools like robotic process automation (RPA) and auto schedulers, we empower our associates to concentrate on key guest touchpoints, such as the driveway, concierge desk, and reception. Our tech offerings also include mobile check-in, an indoor navigation app, and IPTV, which enables guests to order in-room dining and enjoy personalized entertainment via Chromecast. Acknowledging that some guests prefer traditional services, we provide a physical room service menu in each room and facilitate orders through our oneconnect services. As technology continues to evolve in luxury hospitality, we remain dedicated to delivering exceptional service while leveraging these advancements to create seamless and personalized experiences.

AC: In your opinion, how has the definition of luxury in hospitality changed in recent years, and what trends are shaping the future of the industry?

KTW: Luxury in hospitality has shifted from traditional offerings like marble interiors and full-service amenities to a focus on personalized, curated experiences. Today’s luxury hospitality caters to diverse guest preferences, moving beyond a one-size-fits-all approach. Two key trends that may be shaping this change are the affluent “silver age” demographic, with a growing interest in multi-city itineraries and luxury cruises, and the new generation of tech-forward guests who seek boutique experiences that combine networking, entertainment, and gourmet dining. This transition highlights the need for personalized experiences that resonate with today’s varied luxury lifestyles.

AC: What advice would you give to aspiring hospitality professionals who want to make their mark in the luxury sector?

KTW: My advice would be to find joy in creating exceptional experiences for guests—this is at the heart of working in the luxury space. If you love to travel and genuinely enjoy sharing a refined lifestyle with others, you’ll find this career truly rewarding. The journey can be long, but it’s a career that grows with you, making your skills more valuable with each experience. Embrace the learning process and stay open to the unique ways you can make an impact.

NAZARET CARBONARI

GENERAL MANAGER

IN THE WORLD OF LUXURY HOSPITALITY, FEW NAMES RESONATE WITH THE TIMELESS ELEGANCE AND OUTSTANDING SERVICE OF WALDORF ASTORIA CANCUN. LEADING THIS ICONIC DESTINATION IS MS. NAZARET CARBONARI, GENERAL MANAGER OF WALDORF ASTORIA CANCUN, WHO WAS RECENTLY RECOGNIZED BY LUXURY LIFESTYLE AWARDS AS ONE OF THE TOP 100 GENERAL MANAGERS OF THE WORLD. AN ACCOMPLISHED LEADER, HER VISION AND EXPERTISE HAVE ELEVATED WALDORF ASTORIA CANCUN TO A GLOBAL ICON OF OPULENCE.

In this exclusive interview, Alexander Chetchikov, President of the World Luxury Chamber of Commerce, engages Ms. Carbonari in a compelling dialogue that delves into the essence of luxury, the future of personalized hospitality, and the innovative strategies that continue to place Waldorf Astoria Cancun at the forefront of the industry.

Alexander Chetchikov: How would you personally define luxury in today's world, and how does Waldorf Astoria Cancun reflect this evolving concept?

Nazaret Carbonari: Luxury today is about personalization and authenticity. It’s not just about providing the finest amenities but creating meaningful moments that resonate with each guests unique preferences. At Waldorf Astoria Cancun, we reflect this by blending timeless elegance with genuine Mexican warmth. From bespoke experiences tailored to individual desires to our exquisite culinary offerings inspired by local flavors, we ensure that every stay becomes a story worth telling.

AC: How does Waldorf Astoria Cancun utilize technology to elevate the guest experience without losing the personal touch that defines luxury hospitality?

NC: We see technology as a tool to enhance, not replace, the personal connection that define luxury hospitality. For instance, our digital pre-arrival email provides seamless convenience for guests while our team remains fully available for personalized interactions. This balance allows us to offer efficiency without compromising the human touch that makes every experience unforgettable.

AC: Sustainability is increasingly important to today’s travelers. How does Waldorf Astoria Cancun balance environmental consciousness with delivering an exceptional, exclusive guest experience?

NC: Sustainability is at the core of our operations. From sourcing local and organic ingredients in our restaurants to implementing energy-efficient systems across the property, we are committed to minimizing our environmental footprint. At the same time, we ensure that these initiatives enhance the guest experience, offering eco-conscious travelers the peace of mind that luxury and sustainability can coexist seamlessly.

AC: What trends have you observed in the expectations of high-net-worth individuals, and how does Waldorf Astoria Cancun tailor its offerings to meet these demands?

NC: Today’s luxury travelers seek experiences that are both exclusive and meaningful. They value privacy, bespoke services, and cultural authenticity. At Waldorf Astoria Cancun, we cater to these needs through personalized itineraries, private dining options, and immersive cultural activities that highlight the richness of Mexico’s heritage.

AC: Concierge services are synonymous with luxury. How are these services evolving at Waldorf Astoria Cancun to meet the demands of the modern luxury traveler?

NC: Our concierge services have evolved to focus on personalization and proactive service. Whether it’s arranging an intimate cenote experience or securing a last-minute request for a private yacht excursion, our team anticipates needs before they arise. This proactive approach ensures that each guest feels uniquely cared for throughout their stay.

AC: What differentiates Waldorf Astoria Cancun from other luxury properties, and how do you create unforgettable moments that resonate with your guests?

NC: Our unique blend of sophistication and Mexican authenticity sets us apart. The propert’s stunning beachfront location combined with our world-class culinary experiences and bespoke wellness offerings creates a perfect harmony of luxury and relaxation. We craft unforgettable moments by paying attention to the smallest details, ensuring that every interaction is infused with warmth and elegance.

AC: How does Waldorf Astoria Cancun incorporate the rich Mexican culture into its offerings, and why is authenticity so important in luxury hospitality?

NC: Authenticity is the soul of luxury. At Waldorf Astoria Cancun, we celebrate Mexican culture through our cuisine, architecture, and guest experiences. From locally inspired spa treatments to showcasing regional art and music, every detail reflects the vibrant heritage of Mexico, allowing guests to connect deeply with the destination.

AC: In what ways has Waldorf Astoria Cancun collaborated with other luxury brands or industries to enhance its guest experience?

NC: Collaborations allow us to push the boundaries of luxury. We’ve partnered with renowned chefs and even local artisans to bring exclusive experiences to our guests. These collaborations not only elevate the guest experience but also highlight the richness of Mexico’s culture and craftsmanship.

AC: As a leader, how do you inspire your team to uphold the highest standards of luxury and ensure the Waldorf Astoria Cancun remains a benchmark in the industry?

NC: Leadership is about empowering and inspiring the team. I encourage our staff to embrace a mindset of excellence and innovation while staying true to the principles of genuine hospitality. Regular training and open communication ensure that every team member feels valued and motivated to exceed guest expectations.

AC: What exciting initiatives or developments are on the horizon for Waldorf Astoria Cancun, and how do you envision the property continuing to set new standards in luxury hospitality?

NC: We are constantly innovating to redefine luxury. Upcoming initiatives include expanding our wellness offerings, introducing exclusive culinary experiences, and enhancing our sustainability practices. Our goal is to not only meet but exceed the evolving expectations of our guests, solidifying Waldorf Astoria Cancun as a global leader in luxury hospitality.

SHAUN IAN WHEELER

GENERAL MANAGER

SHAUN IAN WHEELER, GENERAL MANAGER OF THE RADISSON BLU MOSI-OA-TUNYA LIVINGSTONE RESORT IN ZAMBIA, BRINGS OVER TWO DECADES OF EXPERTISE IN LUXURY HOSPITALITY. WITH A REPUTATION FOR PUSHING BOUNDARIES IN THE INDUSTRY, SHAUN HAS SET A HIGH STANDARD OF EXCELLENCE. IN THIS EXCLUSIVE, ALEXANDER CHETCHIKOV, PRESIDENT OF THE WORLD LUXURY CHAMBER OF COMMERCE, DELVES INTO WHEELER’S EXPERIENCES, INSIGHTS ON LUXURY, WHAT CONTINUES TO DRIVE HIS SUCCESS, AND MORE.

Alexander Chetchikov: Shaun, being recognized as one of Luxury Lifestyle Awards’ TOP 100 Hotel General Managers for 2024 is an incredible achievement. How does this recognition reflect your leadership journey and the standards you uphold at Radisson Blu Mosi-Oa-Tunya Livingstone Resort?

Shaun Ian Wheeler: This recognition is both humbling and inspiring. It reinforces my commitment to fostering a culture of excellence at Radisson Blu Mosi-Oa-Tunya Livingstone Resort. It’s a reminder that every decision we make, from team development to guest interactions, should reflect our dedication to

delivering world-class luxury experiences while celebrating the unique heritage of Livingstone.

AC: Your career spans a diverse range of luxury properties across multiple countries. How have these varied experiences influenced your leadership style and your approach to creating outstanding guest experiences?

SIW: Working in various properties across different countries has taught me the importance of adaptability, cultural sensitivity, and team empowerment. These experiences have shaped a collaborative leadership style where diverse perspectives are valued. At Radisson Blu

Mosi-Oa-Tunya, I aim to combine these global insights with local authenticity to create an exceptional environment for both staff and guests.

AC: The Radisson Blu Mosi-Oa-Tunya Livingstone Resort is a standout destination. What aspects of the property set it apart in the competitive luxury hospitality market?

SIW: Our location on the banks of the Zambezi River and proximity to Victoria Falls offers an unparalleled setting. Coupled with our commitment to sustainability, authentic cultural experiences, and Radisson’s globally recognized service standards, we provide a blend of adventure, relaxation, and luxury that distinguishes us from competitors.

AC: Technology is transforming hospitality. How does Radisson Blu Mosi-Oa-Tunya use innovation to enhance guest experiences while preserving the personal touch that defines luxury?

SIW: At Radisson Blu Mosi-Oa-Tunya Livingstone Resort, we seamlessly blend cutting-edge innovation with the personalized service that defines luxury hospitality. One of our key advancements is the Stay App, a digital concierge designed to enhance convenience and elevate the guest experience. This technology empowers our guests to plan and enjoy their stay effortlessly. Yet, it doesn’t replace the human touch—it complements it.

AC: Sustainability is a growing priority in the luxury sector. How is Radisson Blu Mosi-OaTunya integrating responsible practices into its operations?

SIW: Sustainability is integral to our operations. From energy-efficient designs and eco-friendly initiatives to supporting local communities and suppliers, we ensure that our actions contribute positively to the

environment and society. Our guests experience this through responsible tourism practices, like eco-tours and locally inspired cuisine.

AC: For those aspiring to lead in luxury hospitality, what key advice would you share about excelling in this highly competitive industry?

SIW: Immerse yourself in every aspect of hotel operations, understand your team’s roles, and always prioritize guest satisfaction. Leadership in luxury hospitality demands passion, resilience, and an unwavering commitment to excellence. Never stop learning and embrace challenges as opportunities for growth.

AC: Recognition often raises expectations. How do accolades like this one motivate your team and shape your approach to maintaining and exceeding high standards?

SIW: Awards like this serve as benchmarks for our team, motivating us to consistently raise the bar. They not only validate our efforts but also reinforce the trust our guests place in us. These recognitions drive us to innovate and ensure every guest interaction exceeds expectations.

AC: Looking to the future, what trends do you believe will define luxury hospitality, and how is Radisson Blu Mosi-Oa-Tunya positioning itself to stay ahead?

SIW: The future of luxury hospitality lies in sustainability, personalization, and immersive experiences. Travelers increasingly seek eco-conscious, authentic stays that connect them to local cultures. At Radisson Blu Mosi-Oa-Tunya, we are enhancing our offerings to align with these trends, ensuring we remain a destination of choice while staying true to our core values.

For more information on Radisson Blu Mosi-oa-Tunya Livingstone ResortS, visit www.radissonhotels.com

TOMAS GREGOR

GENERAL MANAGER

LOCATED IN BALI’S VIBRANT SEMINYAK DISTRICT, ONE ELEVEN RESORTS IS A LUXURIOUS RETREAT KNOWN FOR ITS SERENE AMBIANCE AND PERSONALIZED SERVICE, LED BY GENERAL MANAGER TOMAS GREGOR.

Recently recognized as one of the Top 100 Hotel General Managers for 2024 by LLA, Tomas brings over a decade of hospitality expertise, having held key roles at prestigious hotels like Corinthia Hotel Budapest and Swissôtel Sochi. His passion for hospitality, inspired by Arthur Hailey’s novels, has driven his career from Slovakia’s post-Velvet Revolution era to overcoming global challenges like the pandemic.

Leading this conversation is Alexander Chetchikov, President of the World Luxury Chamber of Commerce, a global expert in luxury excellence. With more than 16 years of experience in recognizing and promoting the world’s top luxury brands through the renowned Luxury Lifestyle Awards, Chetchikov offers profound insights into the luxury sector and its continuously shifting trends.

Alexander Chetchikov: You’ve had an impressive career in luxury hospitality across various prestigious hotels. What initially attracted you to join One Eleven Resorts, and how do you believe this property stands out in the competitive Seminyak market?

Tomas Gregor: Thank you for the compliment; maybe it is exactly the fact that I have experienced many various styles of hotels and management that made

One Eleven Resorts so special and attractive. After many years in various positions, I felt I was ready to put my experience and vision into practice, and One Eleven Resorts was the place that has allowed me to do so. Also, it is easy to feel like you’re in paradise when you are in Bali, but it takes special effort to take those extra steps, that differentiate us from the competition…and that is where I can use all my knowledge and experience.

AC: At One Eleven Resorts, privacy and seclusion are key elements of the guest experience. How do you balance this sense of exclusivity with the vibrant energy of Seminyak just outside the resort’s walls?

TG: At One Eleven Resorts, we strive to create a sanctuary for our guests, offering complete privacy within the heart of bustling Seminyak. Each villa is designed with spacious private pools, a private spa gazebo, lush gardens, and a minimalist aesthetic that embraces tranquility. Guests can immerse themselves in relaxation while knowing that Seminyak’s vibrant scene is only a few steps away, providing easy access to the best that Bali has to offer without compromising the feeling of seclusion. We think of it as offering the best of both worlds—intimate, serene spaces within a lively, cultural setting.

AC: One Eleven Resorts offers a unique combination of luxury with authentic Japanese dining through Shiro Sushi/Sake Bar. Can you tell us about the inspiration behind this concept and how it enhances the guest experience?

TG: The concept of Shiro Sushi/Sake Bar was inspired by the harmony of Japanese culinary artistry and the essence of luxury hospitality. We wanted to offer an experience that goes beyond typical resort dining, bringing our guests an authentic taste of Japanese culture. At Shiro, guests can enjoy an omakase experience, where our chefs prepare fresh, seasonal ingredients right before their eyes. This interactive, intimate dining style aligns perfectly with the resort’s ethos of exclusivity and personalization, adding a memorable and immersive element to each guest’s stay.

AC: You were recently recognized as one of Luxury Lifestyle Awards’ Top 100 Hotel General Managers for 2024. How do you believe this achievement reflects your leadership approach and the guest experience at One Eleven Resorts?

TG: Of course, it is great to be recognized and appreciated, however, I would phrase my answer a bit differently; my leadership approach and mostly fantastic people I have the honor of working with are the stepping stones of this award, as well as unique experience we are trying to bring to our guests. And we plan to continue delivering exceptional services for our guests.

AC: The luxury hotel industry is constantly evolving. How do you stay ahead of trends, and what innovations do you believe will shape the future of luxury hospitality?

TG: To stay ahead, we keep a close eye on emerging trends and prioritize continuous learning. I believe that the future of luxury hospitality will be shaped by a blend of advanced technology and authentic, humancentered service. Innovations like AI-enhanced personalization, eco-friendly design, and seamless digital experiences are reshaping our industry. However, luxury will continue to be defined by human connections and thoughtful details, so at One Eleven, we ensure that technology enhances—not replaces— the personal touch our guests expect.

AC: In your experience, how has guest expectation for luxury services changed over the years, and how do hotels need to adapt?

TG: Guest expectations have evolved significantly, particularly with an increased emphasis on personalization, wellness, and sustainability. Today’s luxury traveler wants more than just opulence; they want experiences that resonate with their values. They seek meaningful connections, immersive cultural experiences, and brands that operate responsibly. Hotels need to adapt by being flexible, eco-conscious, and proactive in curating bespoke experiences. At One Eleven, we’re constantly refining our approach to meet these expectations, from offering personalized in-villa services to promoting sustainable practices.

AC: Personalization is often seen as a hallmark of luxury. In your view, what are some of the most effective ways luxury resorts can create personalized experiences for their guests?

TG: Personalization starts with understanding each guest’s preferences even before they arrive. From arranging specific welcome amenities to tailoring wellness activities or dining options, we ensure our guests feel valued and cared for at every stage of their stay. At One Eleven Resorts, we take great care in listening to our guests’ needs, from special dietary requests of in-villa breakfast prepared by our cooks to designing bespoke spa experiences. We believe that these thoughtful, personalized touches help create unforgettable memories and reinforce the feeling of exclusivity that defines true luxury.

AC: What do you think are the biggest challenges facing the luxury hotel sector today, and how can hoteliers address these issues while maintaining their standards of excellence?

TG: One of the biggest challenges in the luxury hotel sector is balancing high service standards with sustainable and socially responsible practices. Guests now expect luxury brands to align with their values, particularly around environmental stewardship and ethical operations. At the same time, we face rising operational costs and a highly competitive market. To address this, hoteliers must be agile and innovative, implementing sustainable practices without compromising the quality of the guest experience. At One Eleven, we’re continuously evolving our strategies to deliver exceptional service that meets the needs of today’s discerning travelers while also honoring our commitment to sustainability.

MR. YAZID MUSTAFFA

GENERAL MANAGER

WITH OVER FOUR DECADES OF EXPERIENCE, MR. YAZID MUSTAFFA HAS GUIDED OPERO HOTEL SOUTHKEY IN JOHOR BAHRU, MALAYSIA, TO PRESTIGIOUS RECOGNITION AS A TOP-TIER LUXURY DESTINATION, CELEBRATED FOR ITS IMPECCABLE SERVICE AND ENDEAVOR TO EXCELLENCE. HIS VISIONARY LEADERSHIP HAS ELEVATED OPERO HOTEL SOUTHKEY TO THE UPPER ECHELONS OF LUXURY BUSINESS HOTELS, CEMENTING ITS REPUTATION IN THE INTERNATIONAL HOSPITALITY INDUSTRY.

Recently recognized and named among the TOP 100 Hotel General Managers of the World in 2024, Mr. Yazid Mustaffa has not only set the benchmark for luxury service but also played a pivotal role in shaping hospitality standards globally.

In this exclusive interview, Mr. Yazid Mustaffa shares his invaluable insights on the evolution of luxury, the impact of technology on guest experience and his philosophy on leading a successful luxury hotel. Join us as we delve into the mind of one of the industry’s most respected leaders, gaining a rare glimpse into the future of luxury hospitality and the passions that drive Mr. Yazid Mustaffa’s journey.

Alexander Chetchikov: How do you believe the concept of “luxury” has evolved in recent years, especially in the hospitality sector, and what elements define luxury for today’s discerning travellers?

Yazid Mustaffa: The concept of luxury has changed over time, with different eras and cultures placing different emphasis on what constitutes luxury. In the field of hospitality luxury hotels began to move away from the grand, opulent styles of the past and focused on providing a more understated and refined luxury experience. Nowadays, luxury is often associated with

exclusivity, personalization and a focus on experience rather than just material procession. Additionally, the rising trend of sustainable luxury and eco-friendly practices highlights a shift in consumer priorities, where luxury is defined not only by the product itself but also by the values it embodies and the causes it supports.

AC: With the ongoing digital transformation, what role do you see technology playing in enhancing luxury guest experiences? Are there specific innovations you feel are essential for maintaining a competitive edge?

YM: With the new globalization digital transformation in the recent decades has placed increasing pressure on all businesses to change. Certainly, the hospitality industry is aggressively growing in the same path of the ongoing digital transformation. Technology plays a crucial role in enhancing the luxury guest experience. Specific innovations essential for maintaining the competitive edge include digital check-in/check-out, mobile key access, online reservation systems, guestfacing digital services and back-end operational systems, smart room features and AI technologies to improve

customer experience and feedback.

AC: Today, more travelers are looking for sustainable and responsible luxury experiences. How do you believe the luxury hospitality sector can balance opulence with environmental and social responsibility?

YM: There have been numerous debates across various platforms regarding sustainable and responsible luxury experiences in recent times. As awareness of the demand for authentic, eco-friendly experiences grows, sustainable luxury travellers are emerging as a significant trend in the hospitality industry. Incorporating sustainable practices such as green building design, waste reduction and recycling initiatives, energy conservation, and eco-friendly food options has become essential in balancing opulence with social responsibility.

AC: As someone who has been a leader in this field for decades, what are some emerging trends you foresee in luxury hospitality that you believe will redefine guest experiences over the next five to ten years?

YM: In an era defined by the rapid technology advancement and shifting customers preferences our industry stands at the forefront of innovation and adoption. The landscape continues to evolve and the industry faces a multitude of transformative trends. By patronizing personalization, sustainability, technology integration, staff training and development, flexibility and innovative guest experiences are the basic fundamentals to position ourselves at the forefront of the evolution while staying ahead as employer of choice in a competitive market.

AC: With the rising demand for personalized and immediate service, how do you see luxury concierge services evolving, and what role do they play in differentiating high-end hotels?

TG: The future of digital concierge services is evolving in response to changing consumer behaviour and preferences, particularly among the well-to-do consumer segment. Wealthy consumers are shifting their spending patterns when it comes to travelling. Personal digital concierge services have emerged as a solution, catering to the needs of affluent travellers who seek the finest experience without having to handle the planning and arrangement themselves. Inarguably, the impact of digital concierge services has been transformational for the hospitality industry.

AC: OPERO Hotel Southkey has become synonymous with luxury in Johor Bahru. What are some unique elements or experiences that make OPERO Hotel Southkey stand out to elite travellers?

YM: Luxury hotels are known for their exceptional service, opulent accommodations and lavish amenities. We cater to discerning travellers who seek a refined and unforgettable experience with the key elements of our location, elegant design and ambience, impeccable service and attention to detail, luxurious accommodation with unparalleled amenities and facilities, finest culinary quality and unforgettable experience and activities.

AC: You’ve been recognized as one of the top 100 hotel general managers worldwide. Could you share a bit about your leadership philosophy and how it influences the team culture at OPERO Hotel Southkey?

YM: My philosophy in leadership is simple, I would say that by driving the entire team in, we put our focus and motivate the workforce in achieving a clear direction of our structures, setting specific goals and putting our hands together on what is possible even when things seem impossible. In the end, it should be in line with the company’s vision and achieving the core values of the organization. Our staff are our greatest strengths, guests are our highest priority, partnerships are our future, innovation and technology are our competitive edge and performance is the winning key to success.

AC: As OPERO Hotel Southkey continues to rise in recognition, what challenges do you face in maintaining such high standards and what strategies do you employ to ensure the consistency of quality?

YM: To sustain the workforce will be the greatest challenge, these are the people behind the scenes that need to be in the pool of talent where the training and development will be the main focus in years to come. Rewards and loyalty are the key results in sustaining the workforce. Personalized services, creating a unique atmosphere & experience, encouraging feedback and referrals, going the extra mile, maintaining reputation are our primary objectives to sustain the highest level of quality.

AC: Looking back on your career, what legacy do you hope to leave in the hospitality industry? And

as you look to the future, what dreams do you have for both OPERO Hotel Southkey and your ongoing impact within the world of luxury hotels?

YM: Having dedicated over 40 years to this industry, I can confidently say that my passion for hospitality remains deeply rooted in my soul. Throughout my journey as a hotelier, I have invested immense time and energy into this profession and look forward to passing on my knowledge and experience to the next generation. This recognition from LLA reinforces my confidence that we have successfully established a benchmark for positioning OPERO Hotel Southkey within the international luxury market. I am deeply committed to nurturing the brand's growth over time, aspiring to elevate its standards and solidify its image as a symbol of global luxury.

For more information on OPERO Hotel Southkey, visit www.operohotel.com

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