Skift Take
Everyone has different ideas and approaches for the next big thing in luxury hospitality, from digital innovation and more personalization to smarter, more intuitive service, and better dining experiences.
Everyone in travel wants to know what the next big thing — or disruption — will come from, and for luxury travel, innovation has a number of different definitions and approaches.
For some, it's about using technology to personalize the experience. For others, like Four Seasons Hotels and Resorts, it's about empowering employees to deliver the best service possible. For Sereno Hotels, it revolves around staying true to the meaning of hospitality. And for W, JW Marriott, and The Luxury Collection, innovation involves looking to sectors like retail and dining for some inspiration. AccorHotels, too, is thinking more about improving the entire travel experience from end to end.
In recent years, luxury travel, in particular, has undergone an evolution, from embodying ostentatiousness and formal, traditional white-glove service to something that embraces more low-key luxury and personalized, but not stiff, service.
And as it continues to change, many hoteliers see room for enhanced personalization and customization, as Skift found from speaking to them at the recent International Luxury Travel Market in Cannes.
Customization Is King
"Customization is the next big innovation in luxury travel," said Chinmai Sharma, chief revenue officer of Taj Hotels Resorts Palaces and Safaris. "Every traveler has his or her own requirements. Companies that differentiate themselves will treat each customer as his or he
