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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

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 | 9 years ago

Interview: InterContinental Hotels Group CEO on the Importance of Trust

Hotels

Interview: Preferred Hotel Group CEO on Adapting to Consumer Habits

Preferred Hotel Group has likely evolved the most of any of its peers throughout its existence and continues to do so by tracking and adapting to the needs of specific customers segments.

Samantha Shankman, Skift | 9 years ago

Interview: Preferred Hotel Group CEO on Adapting to Consumer Habits

Hotels

Interview: SIXTY Hotels CEO Jason Pomeranc on the New Boutique Stay

Competition has pushed independent hoteliers like Pomeranc to think about what "boutique" means for a generation of travelers that will shortly grow up with Marriott's and Hilton's version of that guest experience. Technology not doubt has a role, but so does simply superior service.

Samantha Shankman, Skift | 9 years ago

Interview: SIXTY Hotels CEO Jason Pomeranc on the New Boutique Stay

Hotels

Interview: Rosewood CEO Sonia Cheng on Beating Luxury Expectations

In a luxury brand, it's less about what technology can do for guests and more about what technology can do for staff who can use it to provide more personalized, smoother service to the customer.

Samantha Shankman, Skift | 9 years ago

Interview: Rosewood CEO Sonia Cheng on Beating Luxury Expectations

Hotels

Interview: Small Luxury Hotels CEO on Embracing Competition

Hotel brands’ increased interest in the independent hotel market comes as consumer bookings and the number of actual small private hotel increases suggesting there’s enough business and options to go around for specialized consortia, global corporations, and the do-it-yourself traveler.

Samantha Shankman, Skift | 9 years ago

Interview: Small Luxury Hotels CEO on Embracing Competition

Hotels

Interview: Relais & Châteaux CEO on Maintaining Experiential Standards

Relais & Châteaux goes beyond a focus on independent luxury properties with a specialty in cuisine, attracting a specific segment of high-spending leisure travelers who want a quality guarantee on both the hospitality and culinary aspects of their stay.

Samantha Shankman, Skift | 9 years ago

Interview: Relais & Châteaux CEO on Maintaining Experiential Standards

Hotels

Interview: Leading Hotels of the World CEO on Branding the Independents

Although there are seismic shifts in Leading Hotels' business caused by changing consumer behavior, marketing trends and booking habits, Teng is not concerned with major chains' entrance into the sector. He believes that his and similar organizations offer a specialty product that cannot be recreated for the masses.

Samantha Shankman, Skift | 9 years ago

Interview: Leading Hotels of the World CEO on Branding the Independents

Hotels

Interview: Hilton CEO on Being Everything to Every Guest Everywhere

Few companies believe that they can be everything to everyone, but that's exactly what Hilton is going after, by listening to its current and could-be guests for which products and experience to build upon.

Samantha Shankman, Skift | 9 years ago

Interview: Hilton CEO on Being Everything to Every Guest Everywhere

Hotels

Airbnb’s Head of Hospitality on Improving the Guest Experience

Airbnb needs to figure out a way to work neighbors into the equation.

Jason Clampet, Skift | 9 years ago

Airbnb’s Head of Hospitality on Improving the Guest Experience

Hotels

Interview: How Sir Rocco Forte Builds a European Luxury Hotel Brand

By developing important, one-of-a-kind historic hotels with modern interior design, Rocco Forte Hotels is showing how a family business can remain relevant in today's luxury hospitality sector.

Greg Oates, Skift | 9 years ago

Interview: How Sir Rocco Forte Builds a European Luxury Hotel Brand