Hotel CEO Interview Series

Future of Guest Experience

Skift is running a series of interviews with hospitality CEOs talking about the Future of the Guest Experience and the evolving expectations and demands of hotel guests.

Hotels

7 Hotel CEOs on Empowering Employees Who Work With Guests

Hotels are moving away from guidebooks and guidelines and learning how to empower their employees to adapt their services and relationships with individual guests.

Samantha Shankman, Skift | 10 years ago

Hotels

The State of Luxury Hotel Marketing Organizations According to Their Top CEOs

These organizations are facing competition from major hotel groups for the first time, but their relationship with independent properties and brand trust among consumers will keep them business even as independent sector heats up.

Samantha Shankman, Skift | 10 years ago

Hotels

What 5 Hotel Front Desk Employees Would Change About Check-In

Although CEOs might be the ones calling the shots on fees and check-in procedure, front desk employees have the most face time with guests and can quickly tell what's working and what's not.

Samantha Shankman, Skift | 10 years ago

Hotels

Top Hotel CEOs Say the Industry Won’t Copy Airlines With Fee Frenzy

Hotel CEOs agree that the fee frenzy has been overblown. They believe that fees, where needed, should be transparent, but that not many have actually been added in recent years.

Samantha Shankman, Skift | 10 years ago

Hotels

Four Top Hotel CEOs Say How Brand Loyalty Has Changed

In the face of a proliferation of online booking options and greater access to information, hotels are rethinking how they gain guests’ loyalty through partnerships and personalization.

Samantha Shankman, Skift | 10 years ago

Hotels

How 5 Top Hotel CEOs Are Using Tech Power to Drive Personalization

Technology has not only given hotels a wealth of information on consumers' habits and preferences; it's also given them the tools to turn that data into a more personalized stay from booking to check-out.

Samantha Shankman, Skift | 10 years ago

Hotels

9 Top Hotel CEOs Talk About Guests’ Insatiable Demands for Wi-Fi

It’s less about the actual hardware that hotels provide guests and more providing connectivity so that they can use their own devices to customize their stay.

Samantha Shankman, Skift | 10 years ago

Hotels

Skift’s New E-Book: 28 Hotel CEOs on ‘The Future of Guest Experience’

The pace at which the global hospitality industry is changing has reached an unprecedented high. Understand what's happening at the world's most important hotel brands through interviews with their leaders.

Skift | 10 years ago

Hotels

Interview: Ritz-Carlton COO on Adapting to Luxury Travelers’ Expectations

The Ritz-Carlton is one of the most iconic luxury brands on the market today, but Humler is aware that a brand name isn't enough to keep guests coming back. Providing the personalized service and technology that they expect is more important than a name.

Samantha Shankman, Skift | 10 years ago

Hotels

Interview: InterContinental Hotels Group CEO on the Importance of Trust

Brand trust, fostered by communicating and delivering on a defined guest experience, is what keeps guests coming back year after year. Solomons focus on building trust is what drives all the smaller decisions from tech to training.

Samantha Shankman, Skift | 10 years ago