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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: Commune CEO on How Lifestyle Hotels Adapt to Guest Desires

Commune sits squarely inside the growing boutique and lifestyle sector, putting it in a prime position to discover and adapt to guests' changing expectations faster than large hotel corporations dipping into the segment with a newborn brand.

Samantha Shankman, Skift | 9 years ago

Interview: Commune CEO on How Lifestyle Hotels Adapt to Guest Desires

Hotels

Interview: Denihan Hotels CEO on Giving Guests a Story to Go Home With

Designing the guest experience today requires thinking through the entire travel process, which includes providing guests with jealousy-inducing stories to share upon their return.

Samantha Shankman, Skift | 9 years ago

Interview: Denihan Hotels CEO on Giving Guests a Story to Go Home With

Hotels

Interview: How Hyatt’s CEO Empowers Employees to Drive the Guest Experience

Hoplamazian looks at the guest experience from the inside out and is more focused on internal procedures and culture that empower employees than external technology or stunts that builds buzz.

Samantha Shankman, Skift | 9 years ago

Interview: How Hyatt’s CEO Empowers Employees to Drive the Guest Experience

Hotels

Interview: AKA CEO on Service at Luxury Extended-Stay Properties

Designing a guest experience for a two months stay is wildly different from a two-night stay and strikes a balance between facilitating a routine and a connection to new experiences in the city.

Samantha Shankman, Skift | 9 years ago

Interview: AKA CEO on Service at Luxury Extended-Stay Properties

Hotels

Interview: Montage CEO on Delivering an Ultra-Personalized Guest Experience

Delivering a great experience starts long before a guest walks in the door and it a service element that has to be instilled in the staff so it becomes second nature.

Samantha Shankman, Skift | 9 years ago

Interview: Montage CEO on Delivering an Ultra-Personalized Guest Experience

Hotels

Interview: Six Senses Hotels CEO Wants to Develop the Luxury Anti-Brand

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.

Samantha Shankman, Skift | 9 years ago

Interview: Six Senses Hotels CEO Wants to Develop the Luxury Anti-Brand

Hotels

Interview: Generator Hostels on Creating the New Hostel Experience

Knowing exactly who a hotel brand's customer is gives it the freedom to build events and an an ambiance just for them, without fear of turning off smaller demographic groups.

Samantha Shankman, Skift | 9 years ago

Interview: Generator Hostels on Creating the New Hostel Experience

Hotels

Interview: How Vail Resorts CEO Manages Tech Innovation in Nature

Ski resorts are uniquely positioned in the debate of tech versus nature, having to deliver a top experience to guests while also giving them the space to enjoy the outdoors as they choose. Creating products that seamlessly blend into either experience is the goal, at which Vail is largely succeeding.

Samantha Shankman, Skift | 9 years ago

Interview: How Vail Resorts CEO Manages Tech Innovation in Nature

Hotels

Interview: Auberge Resorts CEO Wants to Give Guests More Control

As consumers become more accustomed to personalizing their shoes, furniture and experiences, it is only logical that they come to expect similar service from high-end hotels. Which brands will be ready to assist them could impact their future.

Samantha Shankman, Skift | 9 years ago

Interview: Auberge Resorts CEO Wants to Give Guests More Control

Hotels

Interview: Accor CEO Shares Why Hotels React Slowly to Industry Revolutions

It sometimes take an outsider to identify the mistakes of the past, challenges of the present and game plan for the future. Bazin succinctly describes his perspective on the industry and how he plans to take a multi-national, multi-brand corporation into the future.

Samantha Shankman, Skift | 9 years ago

Interview: Accor CEO Shares Why Hotels React Slowly to Industry Revolutions