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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: Shangri-La Hotels CEO on Maintaining Brand Identity Amid Expansion

Shangri-La is leveraging its legacy of Asian service sensibilities to differentiate the brand amid a robust global expansion in a booming and increasingly competitive luxury hotel market.

Greg Oates, Skift | 9 years ago

Hotels

Interview: How Carlson Applies Retail Lessons to the Hospitality Experience

Hotel brands have to strike a balance between listening to customers' current needs and anticipating their future desires, a strategy that takes seamless technology and conscious employees.

Samantha Shankman, Skift | 9 years ago

Hotels

Interview: La Quinta’s CEO on Giving Guests What They Want

The select-service business model must deliver a quality product at an affordable cost so La Quinta listens closely to give customers exactly what they want, without going one step - or dollar - beyond.

Samantha Shankman, Skift | 9 years ago

Hotels

Interview: Wyndham Worldwide CEO on Listening to Guests’ Needs

With such a broad range of products across so many markets, Holmes must look at the top-level changes in guest expectations in order to meet as many customers' needs and desires as possible.

Samantha Shankman, Skift | 9 years ago

Hotels

Interview: Four Seasons CEO on Building a New Kind of Loyalty

Four Seasons is at the beginning of its most ambitious growth period yet, and it's looking to both human touch and technology to improve how it delivers a luxury guest experience.

Jason Clampet, Skift | 9 years ago

Hotels

Interview: Jumeirah CEO on Blending Luxury and Lifestyle Experiences

While there is a still a time and place for "white glove" service, even today's highest spending guests are looking for a more curated, personalized version that uses technology to inform better stays.

Samantha Shankman, Skift | 9 years ago

Hotels

Interview: Marriott International CEO on Authenticity and the Guest Experience

At the core of Marriott's massive growth and marketing push is an attempt to evolve its hotel product to match guests' evolving expectations and not get left behind.

Samantha Shankman, Skift | 9 years ago

Hotels

Interview: Best Western CEO on Guests’ Ever-Rising Expectations

Best Western has overcome its brand reputation in recent years to be recognized for its international foot print as well as innovation online and within properties.

Samantha Shankman, Skift | 9 years ago

Hotels

Interview: Starwood CEO on Using Technology to Improve the Guest Experience

Technology is at its best when it disappears seamlessly into the guest experience. Not all of Starwood's innovations will catch on with customers, but its efforts ensure that it will offer guests those tools and services that do.

Samantha Shankman, Skift | 9 years ago