Skift Take
Here are some of the most inspiring innovations in design, service, and guest experience in hospitality and travel so far this year. The more the industry can cross-pollinate, learn from others, and experiment, the better it will be.
This roundup is becoming a personal tradition. Twice a year I crack open the notebook — and increasingly look through my iPhone camera roll — to highlight who is innovating in the space of airlines, hospitality, and restaurants and serving as beacons for the broader industry to learn from.
Cross-pollination is key for everyone to get better. People in the industry need to experiment, visit, meet, and collide as much as possible and break out of silos.
Of particular note, this year I've curated the list with the importance of human capital top of mind. Elevated experiences come down to well-trained, thoughtful frontline staff, and those who set them up to succeed are the ones that garner repeat guests and higher satisfaction metrics. It's worth noting that this is not a scientific rundown but rather observations from my eye based on global travel so far this year. Also I'll be judging the Skift Design Awards shortly, and in this inaugural competition we'll be taking an even more granular look at service design. Stay tuned for more.
Best Example of 'Hotel as Cultural Diplomacy'
[caption id="attachment_306091" align="alignright" width="300"] Royal Mansour in Marrakech. Source: Leading Hotels of the World[/caption]
The Royal Mansour in Marrakech was commissioned by the king as a cultural showpiece for Morocco, envisioned as a "living representation of the country’s traditions and craftsmanship." A walk around the property showed this manifested in every tiny detail: painstaking craftwork from 1,500 artisans, tiling, woodwork, and perfectly manicured gardens. Everything was masterfully executed and no corner was cut, reflecting exquisitely on some of the less-known artisanal traditions of the country. It's also run by one of the most gifted general managers in the world, Jean-Claude Messant, who not only presides over the property with the elegance of a diplomat but also provides a platform for training the next generation of hoteliers.
GM to Watch
Jannes Soerensen is one of the young guns on the London five-star scene currently running The Beaumont. He has an incredible pedigree from Le Bristol and has also worked in the high-touch role of concierge at The Plaza in New York. He's one of the most articulate and passionate people I've met in recent memory, with sharp ideas about human resources and talent — watch this space for more on that. Soerensen shakes up some of the military-inspired, top-down structures of hospitality and encourages
