Hotel CEO Interview Series

Commune sits squarely inside the growing boutique and lifestyle sector, putting it in a prime position to discover and adapt to guests' changing expectations faster than large hotel corporations dipping into the segment with a newborn brand.

Designing the guest experience today requires thinking through the entire travel process, which includes providing guests with jealousy-inducing stories to share upon their return.

Hoplamazian looks at the guest experience from the inside out and is more focused on internal procedures and culture that empower employees than external technology or stunts that builds buzz.

Designing a guest experience for a two months stay is wildly different from a two-night stay and strikes a balance between facilitating a routine and a connection to new experiences in the city.

Delivering a great experience starts long before a guest walks in the door and it a service element that has to be instilled in the staff so it becomes second nature.

Friendly and genuine interactions with hotel staff go a long way toward making or breaking a hotel stay; however, it takes a conscious plan and months of investment to deliver that guest experience.

Knowing exactly who a hotel brand's customer is gives it the freedom to build events and an an ambiance just for them, without fear of turning off smaller demographic groups.

Ski resorts are uniquely positioned in the debate of tech versus nature, having to deliver a top experience to guests while also giving them the space to enjoy the outdoors as they choose. Creating products that seamlessly blend into either experience is the goal, at which Vail is largely succeeding.

As consumers become more accustomed to personalizing their shoes, furniture and experiences, it is only logical that they come to expect similar service from high-end hotels. Which brands will be ready to assist them could impact their future.

It sometimes take an outsider to identify the mistakes of the past, challenges of the present and game plan for the future. Bazin succinctly describes his perspective on the industry and how he plans to take a multi-national, multi-brand corporation into the future.