Interview: Six Senses Hotels CEO Wants to Develop the Luxury Anti-Brand
Skift Take
Friendly and genuine interactions with hotel staff go a long way toward making or breaking a hotel stay; however, it takes a conscious plan and months of investment to deliver that guest experience.
Editor’s Note: This interview is part of Skift's CEO interview series. This particular series is with hospitality CEOs talking about the Future of the Guest Experience and the evolving expectations and demands of hotel guests. Check out all the interviews as they come out here. Also, enjoy the previous series on the Future of Travel Booking, with online travel CEOs.
It’s hard to imagine a traveler having a bad experience at Six Senses Hotels Resorts Spas, a small collection of luxury hotels that integrates local culture and prioritizes experience in gorgeous outdoor landscapes. However, it takes work to improve technology, train staff, and deliver entertainment options even in paradise.
Tasked with leading the brand through a period of growth is CEO Neil Jacobs.
Prior to joining Six Senses as CEO two years ago, Jacobs managed Starwood Capital’s hotel portfolio and spent 15 years at Four Seasons Hotels, seven of which he led operations in Asia Pacific.
Jacobs’ experience in Asia aligned well with Six Senses’ inventory, which remains largely in Asia including China, the Maldives, Thailand, and Vietnam. The brand is set to double its portfolio in coming years with nine resort and spa properties in development.
Jacobs has unique perspectives on the hiring process, issues with technology, and the critical experiential element that most hoteliers overlook. An edited version of our interview is seen below:
Skift: What are the biggest challenges that you're facing to improve the guest experience today?
Neil Jacobs: It's always about people. We have hotels and spas in pretty far-flung destinations so it's really about finding the right type of people that share the dream.
