Artificial intelligence is changing hospitality at remarkable speed. Hotels can now use technology to remember guest preferences, streamline arrivals, recommend restaurants, personalize room settings, analyze feedback and anticipate needs before a guest even asks. For luxury hotels, that sounds like progress. But it also raises a more important question: can technology make hospitality more human … Read more
A marble lobby. Designer furniture. A Michelin-starred restaurant. Egyptian cotton sheets. A spa menu that runs for pages. On paper, it sounds luxurious. But what happens if the guest waits too long to check in? If nobody remembers their name? If the technology is frustrating, the service feels scripted or “sustainability” is used as an … Read more
Hotel employees can be taught how to carry a tray, make a bed, check in a guest, pour wine, use a property-management system and follow a service sequence. But can they be taught to care? That question sits at the heart of one of the most compelling themes in Pierre Barthes’ The Craft of Luxury … Read more
Luxury hotels measure almost everything. Occupancy. RevPAR. Guest satisfaction. Labour costs. Quality assurance. Service times. Restaurant performance. The modern hotel dashboard is rich with data. Yet according to Pierre Barthes, one important question still remains unanswered. How did the guest actually feel? Drawing on more than four decades of international luxury hospitality leadership, Barthes introduces … Read more
When demand weakens, the temptation is almost always the same. Reduce the room rate. Introduce another promotion. Offer a larger discount than the competitor next door. Fill the rooms today and worry about positioning tomorrow. According to Pierre Barthes, this instinct can be one of the most damaging decisions a luxury hotel can make. Drawing … Read more
Luxury hospitality has never suffered from a shortage of performance metrics. Occupancy. ADR. RevPAR. GOPPAR. Guest satisfaction scores. Audit results. Labour costs. Restaurant covers. Spa utilisation. These measures are indispensable. They help leaders understand whether a hotel is commercially successful, operationally disciplined and consistently delivering on brand standards. According to Pierre Barthes, however, they leave … Read more
Luxury dining is no longer defined solely by fine ingredients, elegant service, or a beautiful setting. Today’s guests are seeking something deeper. They want meals that feel memorable, personal, and connected to place. They are looking for story, atmosphere, emotion, and discovery. This is why experiential dining has become one of the most powerful forces … Read more
Luxury hotel branding is evolving because younger travellers no longer define prestige by tradition alone. Millennials and Gen Z are drawn to brands that feel personal, responsible, relevant, and emotionally authentic. They want more than a recognised name above the entrance. They seek hotels that reflect their values, understand their lifestyle, and offer an experience … Read more
Exceptional guest experiences are not created by luxury alone. They are shaped by how a guest feels—from the first moment of contact to the final farewell. A beautiful lobby may impress, but warmth, recognition, comfort, and trust are what remain in memory. In The Craft of Luxury Hospitality: A Strategic Guide for Hotel Leaders, Pierre … Read more