Hoteliers Circle Editorial

As a visionary leader with deep expertise in sales and marketing, Holger Jakobs is charged with the group’s execution of commercial initiatives and strategies including revenue optimisation, global sales, digital marketing, loyalty, brand extension and communications. Can you share with us what makes Wharf Hotels unique in the way it approaches sales and marketing within the hospitality sector, and what brought you into this leadership role?  HJ: Across Wharf Hotels, our commercial teams consist of dynamic professionals who offer a comprehensive range of capabilities, and are practiced in sales, revenue management, e-commerce and marketing strategies.   Our approach is a blend of strategic vision, agility, being customer oriented, having an entrepreneurial spirit, as well as a deep understanding of the evolving market landscape.  With 16 hotels under three brands – Marco Polo Hotels, Niccolo Hotels and Maqo – in Wharf Hotels’ portfolio, one of our greatest strengths is the ability to be agile and make swift decisions.  Our leadership structure at Wharf Hotels is deliberately flat, fostering agility and flexibility.  This setup allows us to implement changes and adjustments in real-time without the hindrance of excessive bureaucracy.  Consequently, proactive solutions are not obstructed by the red tape of larger corporations, enabling us to address issues quickly and decisively. Prior to joining Wharf Hotels, I held the position of Vice President Sales & Marketing Asia for five years at Mövenpick Hotels & Resorts, based in Bangkok, Thailand.  During the company’s high growth period, I set a high-performing sales culture and oversaw the group’s sales and marketing function for the existing portfolio, and thirteen new hotels across Asia Pacific. I have also held corporate and property roles with St Regis, Starwood Hotels and Resorts and Six Senses across China and Thailand, including leading international delegations, cultivating corporate account relationships and enhancing guest experiences. Wharf Hotels has a strong presence in its communities. Could you tell us about some recent initiatives or partnerships that the brand has undertaken to give back to local communities? HJ: Wharf Hotels, similar to any business, affects the communities in which our properties are situated.  Therefore, we endeavour to ensure that our impact on the environment and society is beneficial.  We proudly communicate this fundamental value to our guests and colleagues, as it is essential to consider the well-being of all stakeholders.  Examples of recent outreach programmes, our Marco Polo Hotels have initiated, include: Marco Polo XiamenIn collaboration with the Houjiang Community volunteer team, the team from Marco Polo Xiamen visited Ding'an Nursing Home to celebrate the Mid-Autumn Festival.  Mooncake gift boxes were distributed to the elderly residents to share warmth and joy during the auspicious occasion.Marco Polo Ortigas, ManilaA team of staff members from Marco Polo Ortigas, Manila visited Tahanan ng Pagmamahal (House of Love), an orphanage in Pasig City, gifting 40 boxes of essential items such as notebooks, socks, pencils, body wash, milk formula, diapers, medicine, toys, and shirts, collected from colleagues and partner – JS Unitrade.  More than just a day to give back, the visit was an opportunity to witness the incredible work the orphanage does to guide, support and nurture underprivileged children. The holiday season is a special time for hotels and travellers alike. How does Wharf Hotels create memorable holiday experiences for guests, and what role does your team play in capturing the festive spirit? HJ: The upcoming festive season provides a prime opportunity for community engagement. Many of our hotels will host tree lighting ceremonies and invite clients and guests to year-end gatherings. The festive atmosphere will be enhanced by performances from local school choirs, Christmas-themed afternoon teas, and collaborations designed to attract local interest and participation. Concurrently, holiday deals and initiatives will be actively promoted.  Seasonal gift vouchers, holiday menus, and festive decorations will offer guests a comprehensive holiday experience. With an increasing focus on sustainable and responsible tourism, how does Wharf Hotels balance festive celebrations with a commitment to community and environmental responsibility?  HJ: As hoteliers, we must consider what eco-friendly hotel practices we can implement to be sustainable, such as energy efficiency, water consumption, waste, and so on.  Just last year in March, eleven of our 16 properties were brought under Global Hotel Alliance’s (GHA) Green Collection.  Hotels in the Green Collection are in line with Global Sustainable Tourism Criteria (GSTC) guidelines, and have attained at least one globally recognised certification from leading entities, including EarthCheck, Green Growth 2050, Green Key, and Green Globe. More recently, and in September this year – Wharf Hotels rebranded Marco Polo Hotels. Aside from addressing the evolving behaviour of guests, we focused on three core pillars — Enrich, Connect, and Responsible — to help define the essence of the brand. Enrich delivers memorable experiences through comfort-focused facilities, such as the guestrooms and Continental Club – a separate space for travellers to enjoy private check-in and check-out, complimentary refreshments, and work spaces.  Guests can also anticipate delightful culinary options with the addition of SAVVY, a contemporary restaurant with shared plates and Italian-inspired cuisine. Connect emphasises the convenience of our hotels, providing easy access to neighbourhood culinary experiences and cultural attractions.  Additionally, they are natural gathering hubs for business and social meet-ups. Responsible highlights our focus on wellness and sustainable activations, such as biodegradable amenities; sustainable seafood and farm-to-table dining – where possible; energy-efficient initiatives; as well as benefiting communities and the environment for the long term. Looking ahead, what are some key strategies or innovations you’re excited about at Wharf Hotels for fostering deeper connections with communities and enhancing the guest experience during holidays and beyond?  HJ: It is essential that we, as a hotel company, go beyond merely providing comfortable accommodation and an array of amenities.  Our goal is to cultivate a sense of community among our guests by continually developing new methods to make them feel at home and more connected with others than ever before. Our hotel brands feature a loyalty programme that is part of the Global Hotel Alliance DISCOVERY initiative.  Members benefit from recognition, advantages, and rewards at over 800 hotels across more than 100 countries.  Upon enrolling, members can immediately earn DISCOVERY Dollars, which can be used for dining, accommodations, upgrades, and local experiences.  These activities reveal the hidden gems of the neighborhood, offering a genuine and immersive experience that highlights the destination's culture and atmosphere. Examples include: a)       Private access to the Alegre guitar factory and its workshops in Cebu to witness the actual guitar-making process (arranged by Marco Polo Plaza, Cebu) b)       A private guided tour of historical Yan Jiang Avenue in the Hankou district of Wuhan, which was built by the British in 1905 (arranged by Marco Polo Wuhan) c)       A private guided tour of Beijing’s Hutong street after a local breakfast, and traditional Pekinese dumpling making session with a local family (arranged by Marco Polo Parkside, Beijing).

In the dynamic world of hospitality, where service excellence and guest satisfaction are paramount, the power of networking cannot be overstated. Networking is not merely about exchanging business cards or adding connections on LinkedIn; it is about building meaningful relationships that can open doors to new opportunities and propel your career forward. For hoteliers, developing a strong network can lead to job advancements, partnerships, and a wealth of industry insights. Here’s how you can effectively network in the hospitality industry and leverage these connections for career growth. Understand the Value of Networking Networking in hospitality is about creating a web of professional relationships that can support you throughout your career. Whether you are just starting or are a seasoned professional, having a network can provide guidance, mentorship, and access to opportunities that might not be publicly advertised. For instance, many high-level hospitality positions are filled through referrals rather than traditional job postings. Attend Industry Events Industry events such as hospitality conferences, trade shows, and seminars are fertile grounds for networking. These events gather a diverse group of professionals, from hotel managers and chefs to marketing experts and suppliers. Attend these events with a goal to learn and connect. Bring plenty of business cards and be prepared to engage in meaningful conversations. Remember, the goal is to build relationships, not just to collect contacts. Join Professional Associations Professional associations, such as the American Hotel & Lodging Association (AHLA) or the International Hotel & Restaurant Association (IH&RA), offer numerous networking opportunities. These associations often host events, webinars, and workshops where members can connect and share experiences. Being active in such associations can enhance your visibility in the industry and demonstrate your commitment to professional development. Leverage Social Media In today’s digital age, social media platforms like LinkedIn, Twitter, and even Instagram have become invaluable tools for networking. LinkedIn, in particular, is a powerful platform where you can connect with industry leaders, participate in discussions, and showcase your expertise. Regularly update your profile, share industry-related content, and engage with posts from others in your field. This not only keeps you informed about industry trends but also keeps you on the radar of potential employers and collaborators. Seek Mentorship Finding a mentor within the hospitality industry can be a game-changer for your career. A mentor can provide insights into the industry, offer advice on navigating challenges, and help you grow your professional network. Mentors often have extensive networks and can introduce you to key players in the industry, giving you access to opportunities you might not have otherwise. Give Before You Take Effective networking is about building mutually beneficial relationships. Be willing to offer help and support to others in your network. Whether it’s sharing industry knowledge, connecting someone with a job opportunity, or simply being a supportive colleague, your willingness to give can strengthen your relationships and ensure that when you need assistance, your network will be there for you. Follow Up and Stay Connected Networking doesn’t end after the initial meeting. Follow up with the people you meet by sending a personalized message or email. Keep in touch by sharing relevant articles, congratulating them on their achievements, or inviting them to coffee chats. Regular communication helps maintain the relationship and keeps you fresh in their minds. In the hospitality industry, where people and relationships are at the heart of the business, networking is essential. By attending events, joining associations, leveraging social media, seeking mentorship, and maintaining relationships, you can build a robust network that supports your career growth. Remember, the key to successful networking is building genuine, long-lasting relationships that offer mutual value.

An experienced operations manager and group sustainability leader talks about innovation and sustainable technology in luxury hospitality

From high-stakes drama to laugh-out-loud comedy, these must-watch TV shows set in hotels capture the essence of hospitality behind the scenes, the complexity of human interactions, and the intrigue behind the scenes. 

Transitioning from a successful career predominantly focused on urban corporate brands, the brand’s new marketing leader  looks forward to directing his expertise towards championing wellness and advocating the benefits of outdoor travel.

A renowned commercial leader with a diverse work experience in sales and business development shares his insights on how smooth guests experience strengthens the brand.

From wearable devices that monitor vital signs in real-time to AI-powered health apps offering personalised wellness plans, technology is empowering individuals to take greater control over their health journeys. These innovations provide more accessible, efficient, and data-driven solutions, allowing for a more proactive stance on well-being. As the wellness industry continues to embrace these innovations, the focus remains on enhancing well-being while addressing the ethical and practical challenges that come with it. The future of wellness promises to be more connected, personalised, and insightful than ever before. We are talking to the industry experts Laura Montesanti and Kate Leff who share their views of the future of wellness. Laura Montesanti, Founder of Synergy LM: “We have seen plenty of new concepts being developed in the wellness space that have included AI and technology. AI and technology will play a central role in shaping the future of wellness in hotel spa experiences by enabling deeper personalization, enhancing the guest experience, and driving operational efficiency. This evolution will make wellness more accessible, inclusive, and seamlessly integrated into guests' lifestyles, both during their stay and beyond. Key trends integrating technology, include:   Full body analysis. Technogym one of our partners has just launched a full body scan machine to review people system and then advise them on the best workouts. Technogym Checkup is a fundamental element of the Technogym Ecosystem, and uses advanced measurement technologies and artificial intelligence to provide an assessment of physical and cognitive condition. All the different measurements converge in Wellness Age™ — a simple yet powerful metric that is easy to compare to your actual age, providing a clear indicator of your progress. Technogym Coach's artificial intelligence adjusts training programs accordingly to maximize results, increasing satisfaction and level of engagement in the long term.   Choosing the best nutrition and in this case teas to suit your body. One of our sponsors, a Korean Tea Supplier called Chung-gang-won uses an Energy Reading Machine to advise its clients on teas. Their bio-information measurement device uses harmless microcurrents to visualise one's body’s unique energy distribution, from which they’ll be able to discover which teas or herbs can help balance one's body.   Frequency machines are also being used a lot and doing miracles out there. One of our attendees Wholetone Wellness is a bioenergetic wellness service specialising in the application of frequency-based wellness technologies. Its system identifies, stimulates and balances the energetic terrains of the body and environment, including physical, psychological, and spiritual energy.   Beauty scans. I have also personally tried skin analysis supplied by Biologique Recherche at the Lily of The Valley that would help in detecting the type of skin and in turn the best treatment and products were advised. But also a very interesting scan of my scalp at the Mandarin Oriental in Barcelona by the Miriam Quevedo hair spa, in which a therapist trained in trichology makes a personalised diagnosis with the iMirocam to assess the condition of your scalp and hair fibre to then advise you on the best treatment and products for your hair.   Music. A big one that is being adopted on different levels to enhance wellness journeys. From music apps that welcome you in your room, to music that is made by recording the vibration of nature and is then introduced to relax and feel the healing powers of nature.   Other trends I'm seeing emerging: Floating pods, Light and colour therapy and Sleep pods.   I do feel that the personal touch and warmth that a person can give is irreplaceable, and that a machine cannot pick up on subtlety and feelings that a person would be able to pick up on when assessing a client. But it can definitely help speed up some of the process, improving efficiency and therefore allowing for a smoother and cost effective operation in a SPA. However, implementing technology is also challenging on the side of training and implementation within a business that has been running on pure labour and personal touch."   Kate Leff, CEO at REVIVO Wellness Resorts KL: "AI and technology are revolutionizing the wellness industry by offering personalized, data-driven experiences. At REVĪVŌ, we see a future where technology not only enhances but also customizes wellness journeys, making them more effective and engaging. Through AI-driven analytics, we can tailor treatments to individual needs, monitor progress in real-time, and offer insights that empower guests to take control of their wellness journey. This level of personalization will set new standards in the industry, transforming how guests interact with wellness services.    Key trends include AI-driven personalization through health data analysis software, which allows us to create more curated and tailored experiences for our guests. Wearable health technology is also leading the way by providing measurable data, such as monitoring sleep patterns and stress levels. In our soon-to-open Vitality Centre, we will be incorporating advanced technology for personalized nutrition, longevity, and sleep treatments, along with diagnostic tools that utilize health data management to offer a comprehensive and measurable approach to wellness.    REVĪVŌ is a luxury wellness resort that embraces a holistic approach to wellbeing, seamlessly integrating technology to enhance our guest experience. One example is our Breathe Luxe Lamp, which offers customizable lighting modes to serve as a personal sleep and wake companion. From soothing amber light for restful nights to invigorating blue light for energetic mornings, the lamp helps align guests' routines with guided breathing exercises and evening meditations. REVIVO Wellness Resort Bali The benefits of AI-driven wellness programs include greater personalization, efficiency, and the ability to provide data-backed insights. These programs can adapt to guests' needs in real time, creating a truly bespoke experience. However, challenges include ensuring data privacy, maintaining the human touch that is so integral to wellness, and managing the learning curve for both staff and guests. At REVĪVŌ, we believe in a balanced approach, where technology enhances rather than replaces human interaction. Wearables are particularly transformative, as they provide real-time health data that can be used to tailor treatments to each guest’s unique needs.    The key to balancing technology with human touch is to ensure that technology serves to enhance, not replace, human interaction. At REVĪVŌ, we use technology to gather data and personalize experiences, but we always prioritize the empathetic, human connection that defines exceptional service.    The integration of AI and technology will likely be a major differentiator in the hotel spa industry, setting apart those who innovate from those who don't. As guests become more tech-savvy, they will expect personalized, tech-enhanced experiences. Resorts that can seamlessly integrate these elements while maintaining a high level of human service will lead the way. At REVĪVŌ, we view this as an opportunity to redefine luxury wellness by combining the best of both worlds.    My advice would be to start with a clear vision of how technology will enhance your guest experience and align it with your brand values. Invest in technology that adds genuine value, and ensure that it complements rather than overwhelms the human aspects of your service. Also, be prepared to invest in training and support for your staff to ensure a smooth integration. Finally, always keep the guest at the center of your strategy—technology should be a means to deliver a more personalized, engaging, and impactful experience.    As we look to the future, it’s clear that the wellness industry is on the brink of a technological transformation. However, the core principles of wellness—empathy, connection, and holistic care—must remain at the forefront. At REVĪVŌ, we believe that the most successful integration of AI and technology will be one that amplifies these principles, creating spaces where guests feel both seen and supported, with every technological innovation serving to deepen the wellness journey."

With the wrap-up of the October's Hospitality Shining Stars Awards, we are glad to speak to the distinguished Top-rated Property Leaders selected by voting recognised for their exceptional contributions and innovative approaches to property management. These top leaders embody the spirit of excellence, resilience, and creativity that drives the industry forward.  Ahmed Elnawawy | General Manager - Rixos Bab Al Bahr, United Arab Emirates What his colleagues say: “Since taking over as General Manager of Rixos Bab Al Bahr in January 2023, Mr. Ahmed Elnawawy has proven to be an extraordinary leader, transforming the resort across multiple dimensions. His leadership has driven improvements in employee engagement, guest satisfaction, revenue generation, and sustainability, setting new benchmarks for excellence in the hospitality industry. Mr. Ahmed's leadership style is rooted in empathy, transparency, and empowerment, creating a culture of mutual respect and open communication. This approach has fostered a collaborative and positive work environment, which has directly contributed to the resort’s success. Numerous return guests have praised the heightened quality of service, facilities, and entertainment. Financially, the resort has excelled under Mr. Ahmed’s leadership, surpassing revenue expectations. Mr. Ahmed has skilfully managed the budget, balancing improvements to facilities, rooms, and the entertainment program while maintaining strong profitability. Sustainability is a key focus for Mr. Ahmed, who has implemented 51 sustainability initiatives in 2023 alone. Among these are the elimination of single-use plastics and the introduction of a water bottling facility, which has reduced the resort’s environmental impact. Mr. Ahmed’s leadership at Rixos Bab Al Bahr has been instrumental in elevating the resort’s standards across all areas of operation. His focus on employee engagement, guest satisfaction, revenue growth, and sustainability has transformed the resort into a benchmark for excellence in the hospitality industry. Through his visionary approach, strategic management, and deep commitment to both people and the environment, Mr. Ahmed has ensured the continued success and growth of Rixos Bab Al Bahr. His accomplishments over the past year demonstrate his remarkable leadership and dedication to creating a thriving and sustainable resort.” Andrew Jansson | Cluster General Manager - Centara Lagoon Mirage Maldives and Centara Grand Lagoon Maldives What his colleagues say: “With nearly 30 years of experience in hospitality, Andrew has held leadership roles across 14 countries with prestigious hotel brands like Hyatt, Shangri-La, One&Only, and Minor. His current position at Centara marks his fourth management role in the Maldives, where he will oversee the pre-opening and strategic development of both island resort properties. Andrew's extensive background equips him to drive excellence and innovation in these exciting new projects.” What do you love the most about hospitality? AJ: “For me, it’s about being part of those special moments, knowing that what we do, has somehow played a role in creating experiences and memories that our guests will share for a lifetime.” What makes one a true hotelier? AJ: “You have the be a people person, and you have to have a passion for what you do, no matter how unappreciative it may seem at times. The job satisfaction comes from the smile on people’s faces; whether it’s making a couple’s dream vacation come true, or being a part of a young colleague’s career development and growth. Those little moments is what it’s all about.“ Fernando Horta | General Manager - Hotel de Bourgtheroulde, France What his colleagues say: “Fernando has over 20 years of experience in luxury hospitality, having held leadership positions at prestigious hotels across Europe. Known for his dedication to excellence, he focuses on delivering innovative guest experiences and cultivating a strong service culture. His strategic vision and passion for crafting unforgettable stays have firmly established Hotel de Bourgtheroulde as a top destination in the industry.” What do you love the most about hospitality? FH: “What I love the most is the endless possibility of crafting new experiences for our guests. See the joy in their eyes when they are delighted with something. Sometimes it can be something simple, but if provided from the heart, it will make a difference.” What makes one a true hotelier? FH: “The passion put forward in order to fulfill a promise. The ability to adapt to other cultures, speaking several languages, caring for the associates, spending time helping them grow, looking after the assets as if they are your own.” Nizam Hassan | Executive Assistant Manager - The Nautilus Maldives What his colleagues say: “Nizam began his hospitality career over two decades ago as an apprentice at Four Seasons Hotels & Resorts and has since worked with renowned brands like One & Only, TAJ, and Anantara. With extensive expertise in service and culinary arts, he believes his attention to detail is key to driving his team’s motivation and achieving exceptional results. His commitment to excellence continues to be a valuable asset in delivering top-tier hospitality experiences.” What do you love the most about hospitality? NH: “What I love most about the hospitality industry is the ability to create memorable experiences for people. It's a field where empathy, creativity, and service come together to make others feel valued and cared for. From personal interactions with guests to the atmosphere you help build, hospitality is all about making someone’s day brighter. The diversity of people you meet and the chance to learn from different cultures is also incredibly rewarding, making each day unique and exciting.” What makes one a true hotelier? NH: “A true hotelier exemplifies exceptional guest focus, attention to detail, and a deep passion for hospitality. They demonstrate strong leadership, adaptability, and consistently strive to exceed guest expectations, ensuring seamless operations and memorable experiences. Their commitment to service excellence is the hallmark of their professionalism.”  

Hotel business is a dynamic, high-pressure environment where hoteliers are constantly managing guest expectations, staff dynamics, and operational challenges. This fast-paced world can take a toll on mental health. Here are some mental health tips for those who constantly overwork to make life of others easier. 1. Embrace Breaks During Busy Shifts During peak check-in times or events, it can feel impossible to step away. However, taking short breaks—just five minutes to breathe deeply or stretch—can recharge your mental state. Use quiet moments in the lobby or staff areas to regroup. Even a brief pause can help you handle stress more effectively. 2. Create a Personal Sanctuary Whether it’s a designated quiet room or simply a corner of the staff break area, having a space where you can retreat for a few moments can work wonders. Personalizing this space with calming items—like plants, photos, or soothing scents—can help you destress during hectic days. It’s crucial to have a go-to spot to collect your thoughts. 3. Implement Team Huddles Regular team huddles, even just for 10-15 minutes, can boost morale and communication. Use this time to discuss challenges, share successes, and offer support. Creating an atmosphere where team members can openly share their thoughts can help reduce feelings of isolation and improve mental health. 4. Utilize Technology Wisely With the demands of managing bookings and guest requests, technology can be both a blessing and a curse. Limit after-hours work emails and notifications. Set boundaries on your devices to avoid burnout. Consider using task management tools to streamline operations and reduce the chaos during busy periods. 5. Promote a Culture of Recognition In an industry where hard work often goes unnoticed, establishing a culture of recognition can uplift spirits. A simple “thank you” or shout-out during staff meetings can go a long way. Celebrate small victories, whether it’s a successful event or a particularly busy weekend, to foster a sense of accomplishment and community. 6. Seek Mentorship and Peer Support Connecting with fellow hoteliers can provide invaluable insights and support. Establishing a mentorship program within your hotel can help less experienced staff navigate challenges. Likewise, sharing experiences with peers at industry events or online forums can help alleviate the sense of being overwhelmed. For managers to remember Mental health in the hotel industry is not just a personal responsibility; it’s a shared one. By incorporating specific practices like embracing breaks, creating supportive environments, and promoting recognition, hoteliers can cultivate a workplace that prioritizes well-being. Fostering mental health not only benefits the individuals but also enhances guest experiences and overall hotel success. Remember, a mentally healthy team translates to happier guests!

Stephan Anseline, the General Manager of LUX* Grand Gaube in Mauritius, made the headlines this month for winning the Hospitality Shining Stars Awards. We asked him to share some inspiring wisdom with our readers and aspiring property leaders. What colleagues say about Stephan: “Stephan’s remarkable ability to stay ahead ensures that he not only maintains but redefines the highest standards of excellence. His leadership blends deep understanding with firm determination, fostering a growth-oriented environment where every team member feels inspired and valued. Unlike others who may cause discomfort, Stephan is an action-taker who leads with conviction and unwavering integrity, earning profound respect from his team through both his words and actions.” LUX* Grand Gaube HC: What was your first job in the industry? SA: “After completing my hotel school, my first job in the industry was as a waiter. I learned a lot about customer service, teamwork, and multitasking. It was already a fast-paced environment, and I loved interacting with guests and making sure they had a great experience. Plus, it taught me valuable skills like communication and time management that I still use today.” HC: What do you love the most about hospitality? SA: “What I love the most about hospitality is the opportunity to create memorable experiences for people through innovation and creativity. There’s something special about making someone’s day better through great service, whether it’s a warm welcome, a delicious meal, a friendly conversation or simply, a smile. I also appreciate the sense of community within the industry; it’s all about teamwork and supporting each other to provide the best experience possible. Additionally, every day brings new challenges and interactions, which keeps things exciting!” HC: What was the biggest challenge you had to overcome on your way to success? SA: “The biggest challenge I faced on my way to success was learning to manage stress and stay organized in a fast-paced environment. In my early days as a waiter, and still now, the pressure during busy shifts could be overwhelming. I had to develop strong multitasking skills and find effective ways to prioritize tasks while maintaining a positive attitude. With time and experience, I learned how to stay calm under pressure and communicate effectively with both my team, peers and guests, which made a huge difference in my performance and confidence.” HC: What would be your advice to beginners in the industry? SA: “My advice to beginners in the hospitality industry would be to embrace every opportunity to learn and grow. Stay Positive: Attitude matters! A positive outlook can transform both your experience and that of people around you. Communicate Clearly: Good communication is crucial. Don’t hesitate to ask questions if you’re unsure about something—clarity is key- in every situation. Be Adaptable: The hospitality environment can change rapidly, so being flexible and open to new challenges will help you thrive. Build Relationships: Connect with your team and guests. Strong relationships can create a supportive work environment and enhance the guest experience. Learn from Feedback: Take constructive criticism to heart and use it to improve your skills. Everyone has room to grow! And lastly and most importantly - Enjoy the Journey: Have fun! The industry can be demanding, but it’s also rewarding and full of memorable moments.”

With a rich background in the luxury hospitality industry, Stijn honed his expertise while working with a prestigious 5-star international hotel brand before establishing SMG. His vision for SMG is driven by a commitment to the 3Ps of sustainability: People, Planet, and Profit, and our purpose of making people happy. Stijn is passionate about creating exceptional guest experiences and fostering a positive, innovative, and inclusive culture within his team. He focuses on the well-being and satisfaction of three key stakeholders: guests, team members, and shareholders. Outside of work, he enjoys spending time with his family, engaging in sports, and exploring Bali's vibrant culinary scene. Music style: Indie Rock, 90’s Rap, and Deep House Favourite quote: “I'm a lucky person because the company keeps growing, and that means my team keeps growing.” - Nobu Matsuhisa Languages spoken: From best to worst: English, Dutch, Indonesian, German, Spanish, Mandarin Favourite thing to do after work: Spend time with my wife and 4-year-old boy, go on dates with my wife, and drink with my mates.Photo credits: Sensorial Management Group (SMG) Can you give us a brief about your position and responsibilities? SVL: “As the CEO and Founder of Sensorial Management Group, my primary role is to ensure that our teams are living out our core purpose: making people happy. This involves setting the strategic vision for the company, fostering a positive and inclusive culture, and ensuring that we deliver exceptional experiences to our clients and guests. I focus on innovation, staying ahead of industry trends, and driving sustainable growth. It's about creating an environment where our employees feel valued and empowered to deliver their best work, ultimately leading to exceptional guest satisfaction and business success. One of our key commitments is to the 3Ps of sustainability: People, Planet, and Profit, which guide all our operations and initiatives.” How do you inspire others while keeping yourself inspired about SMG's mission? SVL: “I believe in walking the talk—leading by example. Being open to criticism, solving arguments on the spot, and building trust and respect among the teams are crucial. By maintaining transparency and actively participating in daily operations, I inspire others while staying motivated myself. Our mission at SMG is deeply personal to me, and seeing its impact on our guests and team keeps my passion alive. I also draw inspiration from continuous learning and embracing new challenges. By staying curious and open to new ideas, I can keep our mission fresh and engaging for everyone involved. My vision for SMG includes expanding globally while maintaining our personalised touch, and continuously innovating to enhance guest experiences.”  Photo credits: Sensorial Management Group (SMG) What does it take to grow to the executive level in your field? Any learning sources/techniques you would recommend? SVL: “Growing to the executive level in the hospitality industry requires a blend of experience, continuous learning, and a passion for service. After years of working with various 5-star international hotel brands, I founded my own company, which has allowed me to unleash unlimited creativity and fun in growing a business. I recommend staying curious, seeking mentorship, and embracing innovative thinking. The hospitality industry is ever-evolving, and it's essential to stay ahead by leveraging technology, understanding market trends, and fostering a culture of continuous improvement. For me, continuous development is key—not just for myself, but for my entire management team. This approach ultimately leads to above-average business results.” Do you have a secret talent? SVL: “I believe I have a talent for making people from all walks of life feel comfortable in a very short time span. This ability to connect with others quickly is invaluable in both personal and professional settings. In hospitality, creating a welcoming atmosphere is key, and this skill helps me build strong relationships with guests, clients, and team members alike. It's about empathy, active listening, and genuine interest in others, which can transform interactions and create memorable experiences.” Photo credits: Sensorial Management Group (SMG) How is SMG committed to sustainability? SVL: “At SMG, our commitment to the 3Ps of sustainability—People, Planet, and Profit—is at the core of everything we do. We strive to create positive impacts on our employees, guests, and the broader community (People). Our operations prioritise environmental sustainability, from energy-efficient practices to waste reduction initiatives (Planet). We also ensure our business strategies are financially sound, driving growth and profitability (Profit).”  

Today’s leading hoteliers are more than just providers of luxury; they are pioneers in integrating cutting-edge technologies, sustainable practices, and immersive guest experiences that set new standards for the industry. Let's spotlight the trendsetters who are redefining the future of hospitality—hoteliers who embrace creativity, challenge convention, and continually push the boundaries of what is possible in service, design, and sustainability. These visionaries are not just responding to change; they are driving it. LEVEN Hotels - Combining physical and virtual spaces LEVEN, the new lifestyle hotel brand launched by industry innovators has a second site - in the Metaverse, following the launch of LEVEN’s first hotel in Manchester, UK. LEVEN acquired a plot of virtual land in the Fashion Estate, Decentraland to create the ‘LEVENverse’ in June 2022. The LEVENverse, a fun virtual immersive hotel environment, expands upon LEVEN’s physical social spaces to bring them to a global virtual community. The LEVENverse is visually unexpected, embracing freedom of design, with the traditional hotel spaces such as lobby, bedroom and lift reimagined. Just like at LEVEN, there are spaces for makers, creators and innovators to showcase their work through commissioned NFTs and creative digital experiences. Also, the visitors should be ready for some surprise virtual giveaways. The Athenaeum Hotel and Residencies - Elevating ‘green’ architecture The hotel located in Mayfair, London, has a big focus on sustainability and even has hotel is a 329 m² Living Wall, which removes 757kg of CO² and 559kg of O² every year. Implementing a range of policies and initiatives, the hotel adding tripled glazed windows to all rooms to reduce noise pollution and improve heat loss. Other initiatives of the property include: Installation of low-energy lighting (LEDs) Water flow reducers on showers and taps BMS controlling energy-efficient heating and cooling Hotel’s team members are also encouraged to help with the brand’s commitment through public transport loans and a cycle to work scheme.The Anam Cam Ranh - Upscaling wellness The luxury resort in Vietnem presented its new collection of lush beachfront facilities promoting wellbeing. Spanning 1700sqm, the new 18-hole mini golf course is adjacent to the new 500sqm driving range and pavilion-style clubhouse. The contoured mini golf course is believed to be the first of its kind in Southeast Asia, due to its real grass finishing that the resort’s gardeners painstakingly maintain. Manned by staff ready to assist with golf equipment, tennis rackets, tennis and soccer balls, towels, water and other refreshments, the open-air clubhouse marks the start and finish of the new circular running track. Flanked by greenery, the track stretches for 1.5km around the resort’s recently opened organic sustainable farm and various recreation facilities such as the soccer field. The 8500sqm sustainable farm is dedicated to cultivating an array of vegetables, fruits, herbs, and eggs for meals for guests and staff.