On Experience

Empathy. When was the last time you heard a hotel executive talk about that? General manager Hervé Mazella shares his views on service, what makes the Park Hyatt Tokyo unique, and what he has learned from the Japanese approach to hospitality.

As Soho House considers plans to go public, there's a lot of competition on the horizon at every turn. This, plus the inevitable struggle to balance aggressive growth versus exclusivity, and a less-than-stellar customer experience, presents some problems on the horizon.

While once seen as just cold weather destinations, certain mountain towns in the Alps, the United States, and beyond are evolving their cultures and economies into year-round destinations with no compromise on things to do. Can they handle the crowds?

It is time to reclaim the word tourist, and recalibrate it to mean something good. Tourists can see the world with fresh eyes, unencumbered with the daily accumulations of local life. A new hotel in North Adams, Massachusetts, seeks to do just that.

We're in the first inning of wellness innovation in hospitality. There's a lot more science, integration, and bold new ideas yet to surface. Here's a look at how the space will evolve in the next few years.

Minor Hotels founder William Heinecke has had quite the entrepreneurial journey. As an American expat, he started his entire empire of businesses in Thailand from the age of 17. Here he shares thoughts about the state of hospitality, luxury, and embedding social good into the core of his properties.

The so-called soft product is often the first to get the knife as airlines undergo turnarounds. Thanks to patient, long-term investors and the desire to be customer-centric, Cathay is investing in its lounges and end-to-end experiences even in the middle of a business turnaround.

Creating a hospitality experience at scale in the middle of one of the world's largest deserts is quite the challenge. But from the isolation springs problem-solving, tight and cohesive teams, and having to make do and get creative.

The state of hospitality is indeed strong, but there's always room for a few nips, tucks, and optimization. Here are a few ideas that modern hoteliers can crib from.

Oman represents one of the most fascinating opportunities in modern tourism. And thankfully, the country seems to be taking the right steps to realize the vast potential.