Skift Take
Twice a year, this column looks at who is doing it right. Here are some of the most inspiring innovations in design, service, and guest experience in hospitality and travel. Let the debates begin.
Twice a year, I canvas smart minds from hospitality and assemble my notes from personal experiences. Here are the brands, people, and places standing out far above the crowd. Threaded throughout are some interesting currents to watch in 2020: the continued rise of female general managers, smarter and more creative approaches to sustainability, and the evergreen topic of removing friction from the customer experience in new ways. Enjoy the list.
Best Airport
The world has heard enough about Changi for the time being. In terms of airports that work incredibly well, Hong Kong, Zurich, and Helsinki top my list this year, with the Finnish capital being one of the most painless connections in the world, full-stop. In the U.S., though, it isn't anything special in terms of design, I always enjoy flying in and out of Austin Bergstrom and would venture to say it is one of the friendliest in the states.
Best Global Lifestyle Brand to Watch
I've been inspired by watching Potato Head, the hospitality brand based out of Bali. It has a design sensibility, good taste, some of the best music and cultural programming and a vibe that is hard to replicate. There's a feeling of energy in the air when you experience the properties. I also like seeing Indonesian brands have a bigger presence on the global hospitality stage: their restaurant in Hong Kong is particularly well-executed.
Most Welcome in-Flight Feature
On Finnair's inflight entertainment, they break out the course of the flight in terms of takeoff, landing, and when meal services will be. It allows you to plan your flight when you want to sleep or get some work done. It seems like a no-brainer, but I haven't seen many other airlines do it.
Best Hotel
It's not new on the scene, but Ett Hem in Stockholm stood out to me for several reasons: the Ilse Crawford design holds up, and I'm told she regularly checks in with the property for some nips and tucks. Second, there is no back of house: the staff works in full view: cooks cook in the open kitchen, check-in happens in a living room: you feel like you're part of the show in a beautifully designed residence. Helena Lundqvist, who runs the property as head of operations, combined with the owner, Jeanette Mix, are elegant stewards of modern Swedish hospitality. One of the true standouts of the year for me.
I'm also constantly impressed by the Baccarat in New York. If the location, across from MOMA, wasn't enough, the savoir-faire of the iconic Fren
