Luxury General Managers on How Five-Star Expectations Have Changed

No better source exists to learn about the current expectations of luxury travelers than a team of experienced general managers of five-star hotels. We rounded up several global nomads to discuss how luxury hospitality has evolved over recent decades. Our experts have decades of experience around the globe and work at locations that range from tiny independent properties to large luxury chains. One, Andrea Scherz, is a third-generation hotelier whose first jobs as a teenager were "smashing the blocks of ice and doing the inventory in the wine cellar." The hoteliers are: Franck X. Arnold, general manager at the Ritz Carlton Toronto; Philip Barnes, managing director of The Savoy in London; Shaun Campbell, managing director of Langham Hong Kong; John Graham, managing partner at the 20-room Twin Farms in Barnard, Vermont; Aaron Kaupp, general manager of Le Royal Monceau Raffles Paris; and Scherz, general manager of Gstaad Palace in Switzerland. We spoke to them about an e