The Future of Guest Experience By Samantha Shankman Interviews with CEOs Skift Books of the world’s top hotel brands 2015 The Future of Guest Experience By Samantha Shankman with Greg Oates and Jason Clampet Skift Books 2015 The Future of Guest Experience By SAMANTHA SHANKMAN with GREG OATES, JASON CLAMPET AND SKIFT Published in 2015 by SKIFT 115 W. 30th St. Suite 1213 New York, NY 10001 USA On the web: skif.com Please send feedback to
[email protected] Publisher: Skif Editor: Jason Clampet Copyright © 2015 Skif All rights reserved. No part of this publication may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopy, recording or any information storage and retrieval system, without prior permission in writing from the publisher 4 Table of Contents The Global Chains Luxury and Lifestyle Brands Craig Reid Auberge Resorts Frits van Paasschen J. Allen Smith 69 Starwood Four Seasons 8 41 Niki Leondakis Commune Hotels Christopher Nassetta Greg Dogan 72 Hilton Worldwide Shangri-La Hotels & Resorts 12 45 Insights: Kimpton and the Rise of Boutique Hotels Arne Sorenson Nicholas Clayton 75 Marriott International Jumeirah 16 47 Jason Pomeranc SIXTY Hotels Insights: Georgetown Herve Humler 76 University Rethinks Ritz-Carlton Executive Training 50 Brooke Barrett 19 Denihan Hospitality Group Sonia Cheng 79 David Kong Rosewood Hotel Group Best Western International 52 Larry Korman 21 AKA Insights: Luxury Hospitality 81 Mark Hoplamazian Returns to the Human Hyatt Hotels Element Insights: How Alex 24 54 Calderwood’s