Every line below is quoted as published, with its source. Lines from the two earlier books are the speaker's own words from their first person profile; lines from The Luxury of Attention are as the book records them.
Today, luxury is the knowledge of hidden places and experiences in any given city, and authentic experiences that simply cannot be organized on your own.
Pinar Kartal Timer, then General Manager of Pera Palace Hotel, Jumeirah (Istanbul, Turkey)
The general manager of Pera Palace on luxury in Istanbul.
In other words, luxury today is recreating an experience of what a guest already has at home or would like to have at home.
Aaron Kaupp, then General Manager of Le Royal Monceau, Raffles Paris (France)
On the guest who already has everything.
Now, our guests in the luxury segment live in beautiful homes, drive expensive cars, have the latest technology, and consume the best food.
Axel Bethke, then General Manager of Qasr Al Sarab Desert Resort by Anantara (Abu Dhabi, United Arab Emirates)
On why a beautiful room is no longer enough.
As a luxury hotel industry, we are transitioning from pampering guests in a classic, white-glove sense, to one where guests being in full control of their experience is the new luxury.
Pedro Dias, then General Manager of The Surrey (New York, United States)
On the shift from pampering to control.
In a competitive market like Dubai, it is our colleagues, the service they deliver, and the emotional bonds they develop with our guests that differentiate us from the competition.
Ayman Gharib, then General Manager of Raffles Dubai and Sofitel Dubai Wafi (United Arab Emirates)
Raffles Dubai's general manager on what competes.
An authentic, local experience is becoming more crucial than ever.
Sjefke Jansen, then General Manager of Belmond Grand Hotel Europe (St. Petersburg, Russian Federation)
From Belmond Grand Hotel Europe in St. Petersburg.
Selling a commodity is not difficult, offering something authentic is.
Sjefke Jansen, then General Manager of Belmond Grand Hotel Europe (St. Petersburg, Russian Federation)
On the hard part.
Third, guests are now looking for the most authentic local experiences that only the most knowledgeable of concierges can provide.
Marc von Arnim, then General Manager of Park Hyatt Sydney (Australia)
On the concierge's rising value.
When we think about sustainability and luxury today, we must also think about authenticity.
Adrian Gray, then General Manager of Lotte Hotel Moscow (Russian Federation)
The general manager of Lotte Hotel Moscow on two words that travel together.
Sustainability is emerging as one of the most important trends in our industry.
Graham Ledger, then General Manager of Singita, across South Africa, Zimbabwe, and Tanzania
Singita's general manager, from the African bush.
We spend a great deal of time and effort crafting experiences that will delight and surprise our guests.
Nicholas Yarnell, then General Manager of Six Senses Douro Valley (Portugal)
On the work behind an experience.
The next generation expects new services and offerings mediated by technology.
Luc Delafosse, then Managing Director of Waldorf Astoria Beverly Hills (United States)
On what younger guests arrive expecting.
Technology must never replace personal interaction and personalized service, which is the true core of the hospitality industry.
Mahmoud Skaf, then General Manager of The Ritz-Carlton, Kuala Lumpur (Malaysia)
The Ritz-Carlton Kuala Lumpur's general manager on the line.
Integrating technology into a guest experience can be a double-edged sword.
Taljinder Singh, then General Manager of The Taj Mahal Palace, Mumbai (India)
On the trade.
While automation, applications and other technologies have provided new opportunities for the luxury travel industry to boost efficiency, technology cannot replace the human touch nor the personal relationships developed between our guests and colleagues.
Christian A. Hassing, then General Manager of Mandarin Oriental, Singapore
On the gains and their limit.
we found that they are much more comfortable texting than calling
Krister Svensson, then General Manager of The St. Regis Bangkok (Thailand)
On the WhatsApp butler at The St. Regis Bangkok, and why it worked.
Today, if you don't understand the legal aspect, the pace of technology, digital marketing, public affairs, and how to work with owners and shareholders, you cannot run a hotel successfully.
Torsten van Dullemen, then General Manager of The Landmark Mandarin Oriental (Hong Kong)
On what the general manager's job now includes.
Over the years, I've observed that high quality employees who have a genuine interest and understanding of the luxury sector will always outperform other colleagues who merely work in luxury hospitality.
Michael Ziemer, then General Manager of Mandarin Oriental, Taipei (Taiwan)
On the people the future belongs to.
The next generation of chefs will carry out the next culinary revolution.
Eneko Atxa, Azurmendi (Larrabetzu, Spain)
The chef of Azurmendi on who comes next.
I foresee that there will be a growth of more Michelin-starred vegetarian restaurants, especially with people embracing more and more vegetable-based ingredients.
Emmanuel Stroobant, Saint Pierre and Shoukouwa (Singapore)
On where fine dining is heading.
I don't follow any trends since it's important for me to always set my own standards.
Kevin Fehling, The Table (Hamburg, Germany)
The chef of The Table on trends.
Some trends come and go, and other trends are not trends at all.
Guillaume Galliot, Executive Chef of Caprice at Four Seasons Hotel Hong Kong (Hong Kong SAR, China)
The chef of Caprice on telling them apart.
People eat for the experience, so we must consider the whole experience when we look for inspiration and how best to improve our craft.
Tetsuya Wakuda, Waku Ghin at Marina Bay Sands (Singapore)
On the meal as an experience.
This makes cooking a true craft, and there is no craft without creativity.
Peter Goossens, then chef and owner of Hof van Cleve (Kruishoutem, Belgium); Goossens stepped back at the end of 2023, and Hof van Cleve continues under Floris Van Der Veken
The chef of Hof van Cleve on the word craft.