1
Why Guest Experience Is the New Currency in Hospitality
Pratiksha Pais
ISSUE 03 · APRIL 2025
Our most global issue yet spanning luxury mountain resorts in Canada, heritage palace hotels in India, smart hotel technology in the UK, revenue innovation in Norway and Egypt, wellness leadership at Six Senses, and F&B excellence in Dubai.
Guest experience is not a department, it is a philosophy that runs from housekeeping to executive leadership.
EXCLUSIVE
INTERVIEWS
EXPERT
ARTICLES
REGIONS
COVERED
DUBAI · LONDON
EUROPE 2025
This issue features highlights from the Hotel Guest Experience Forum 2025 programme bringing together hotel industry leaders across three continents to examine strategy, technology, and the future of guest experience.
Director of Guest Experience · Four Seasons Resort & Residences Whistler, Canada
How Four Seasons Whistler crafts unforgettable mountain stays balancing brand rigour with local Indigenous culture and hyper-personalised service.
Head of Hospitality · Zennio UK
How Zennio’s smart automation from intelligent lighting to integrated room control is quietly reshaping the operational backbone of modern hotels.
Director of Revenue & Distribution · Classic Norway Hotels
Beyond room rates crafting value-driven revenue strategies at Classic Norway Hotels, where storytelling, local heritage, and data-driven distribution intersect.
Chief Operating Officer · Newmark Hotels & Reserves, South Africa
Leading with purpose — how Newmark shapes luxury African hospitality through innovation, sustainability, wellness, and a people-first operational philosophy.
Head of IT · St. Giles Hotels, UK
Seamless hospitality through smart technology – how St. Giles Hotels is deploying self-check-in kiosks, AI-driven solutions, and robust cybersecurity to lead on digital guest experience.
Director of Rooms · Amari Pattaya, Thailand
Turning moments into memories – inside the guest-first world of Amari Pattaya’s rooms division, where personalisation, cross-departmental alignment, and Thai warmth define every stay.
Director of Housekeeping · Raffles Hotels & Resorts
Invisible luxury – inside the art and evolution of housekeeping at Raffles, where 150-point room standards, personalised touches, and the “Housekeeping Heroes” programme set the benchmark.
Commercial Strategy · GRT Hotels & Resorts, India
Driving ‘More’ – how GRT Hotels blends tech, touch, and tradition to build guest loyalty, reduce single-use plastics, and deliver a commercial strategy rooted in people and purpose.
Pratiksha Pais
HGEM Editorial
Get each new issue of HGEM delivered directly to your inbox.
Luxury Guest Experience
InterviewRevenue & Distribution
InterviewWellness & Spa
InterviewF&B Operations
InterviewSmart Technology
InterviewHousekeeping
InterviewTalent & People
InterviewSustainability
InterviewGuest Experience Currency
ArticleLocal Recommendations
Article
