A Wealth of In­sight | BOOK

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Launch­ing to crit­i­cal ac­claim by in­dus­try ex­perts and ex­ec­u­tives, A Wealth of In­sight pro­files more than thirty-five of the world’s best lux­ury hote­liers on ex­actly what it takes to lead and man­age some of the most leg­endary ho­tels and re­sorts. Each ex­ec­u­tive pro­file in­cludes bite-size in­sights, stun­ning pho­tog­ra­phy and real-life ex­am­ples on re­cruit­ing, cul­ture, tech­nol­ogy, mar­ket­ing, brand­ing, per­son­al­iza­tion, au­then­tic­ity, an­tic­i­pa­tion, de­sign, part­ner­ships and more. Hote­liers also de­tail the most sig­nif­i­cant trends im­pact­ing the sec­tor to­day, and how those trends will shape the fu­ture of lux­ury hos­pi­tal­ity. The sheer scale and scope of this ef­fort—to dis­till in­dus­try wis­dom across two dozen coun­tries—is un­prece­dented.

From the in­tro­duc­tion by au­thor Rahim B. Kanani, a lead­er­ship, lux­ury and travel con­trib­u­tor to ma­jor me­dia:

In spend­ing nearly a decade dis­till­ing lead­er­ship and man­age­ment in­sights from some of the most in­no­va­tive and in­flu­en­tial chief ex­ec­u­tives across in­dus­tries, I tra­versed the globe from San Fran­cisco to Stock­holm to Seoul, and of­ten laid rest at a world-class ho­tel be­fit­ting of my in­ter­vie­wees. In fact, many dis­cus­sions took place in glam­orous suites, lob­bies, and ball­rooms.

Over the years, the lux­ury ho­tel—sym­bolic of my trav­els and jour­nal­ism— shifted from stage to spot­light. From the mo­ment I ar­rived, every as­pect of the guest ex­pe­ri­ence was care­fully crafted, cater­ing to all five senses. It was awe-in­spir­ing, de­light­ful and flaw­less. I be­came ob­sessed with how such prop­er­ties balanced in­tu­itive care with mil­i­tary pre­ci­sion, so I turned my at­ten­tion to pulling back the cur­tain and un­cov­er­ing the se­cret to cre­at­ing a world-class guest ex­pe­ri­ence.

To­day, gen­eral man­agers are adapt­ing their de­sign and ser­vice of­fer­ings to meet the needs of a new gen­er­a­tion of mod­ern lux­ury trav­el­ers who prize au­then­tic­ity over fa­mil­iar­ity, sim­plic­ity over com­plex­ity, ex­clu­sive ex­pe­ri­ences over cham­pagne and caviar, and in­sider knowl­edge over high-end shop­ping—hall­marks of be­com­ing a se­ri­ous desti­na­tion au­thor­ity. In ad­di­tion, lux­ury hote­liers now op­er­ate in a much more dy­namic and im­me­di­ate en­vi­ron­ment—work­ing closely with in­vestors as own­ers to meet ex­pec­ta­tions of fi­nan­cial per­for­mance, mon­i­tor­ing dig­i­tal plat­forms to rapidly re­act to guest feed­back, and con­stantly in­no­vat­ing to dif­fer­en­ti­ate them­selves in hy­per-com­pet­i­tive mar­kets. While the very def­i­ni­tion of lux­ury has changed, and the en­vi­ron­ment in which gen­eral man­agers op­er­ate has be­come in­creas­ingly com­plex, core lead­er­ship and man­age­ment prin­ci­ples un­der­pin­ning the in­dus­try re­main in­tact.

Every hote­lier fea­tured in this book ex­udes a fun­da­men­tal un­der­stand­ing of gen­uine hu­man con­nec­tion. They re­veal a mas­tery in the art and sci­ence of re­cruit­ing, de­vel­op­ing, mo­ti­vat­ing and man­ag­ing a world-class team—ex­plic­itly de­signed to de­liver on the prom­ise of per­son­al­ized lux­ury at every stage of the guest ex­pe­ri­ence. This is one of the most pro­found in­sights to emerge. The most beau­ti­ful of ho­tels in the most cov­eted of lo­ca­tions can­not de­liver on that prom­ise with­out an ex­traor­di­nar­ily pas­sion­ate and tal­ented team com­mit­ted to per­fec­tion. There is no al­ter­na­tive. In an in­dus­try that now Googles guests in ad­vance of their stay to glean per­sonal and pro­fes­sional in­ter­ests, likes and dis­likes, an­tic­i­pa­tory ser­vice is not sim­ply pos­sess­ing in­for­ma­tion, but act­ing on it de­lib­er­ately, thought­fully and dis­creetly.

For as­pir­ing and cur­rent gen­eral man­agers of lux­ury ho­tels, for hos­pi­tal­ity ex­ec­u­tives in search of a prac­ti­cal guide on how best to de­liver a world-class guest ex­pe­ri­ence, and for the mod­ern lux­ury trav­eler ea­ger to go be­hind the scenes, A Wealth of In­sight is the holy grail of five-star lead­er­ship and man­age­ment.

A Wealth of In­sight fea­tures Gen­eral Man­ager’s of the Wal­dorf As­to­ria Bev­erly Hills, Wynn Las Ve­gas, The Plaza Ho­tel in New York City, The Savoy Ho­tel in Lon­don, Le Royal Mon­ceau Raf­fles in Paris, Four Sea­sons Ho­tel Florence, Six Senses Duoro Val­ley in Por­tu­gal, Pera Palace Ho­tel Jumeirah in Is­tan­bul, Sin­gita Serengeti in Tan­za­nia, The Ritz-Carl­ton Riyadh, The Taj Ma­hal Palace in Mum­bai, Bel­mond Grand Ho­tel Europe in St. Peters­burg, Lotte Ho­tel Moscow, COMO Uma Paro in Bhutan, Ho­tel In­done­sia Kempin­ski, The St. Regis Bangkok, Rose­wood Bei­jing, The Land­mark Man­darin Ori­en­tal in Hong Kong, Out­rig­ger Fiji Beach Re­sort, Park Hy­att Mal­dives Hada­haa and more than two dozen other award-win­ning lux­ury ho­tels and re­sorts around the world.

Out Now: A Wealth of In­sight: The World’s Best Lux­ury Hote­liers on Lead­er­ship, Man­age­ment and the Fu­ture of 5-Star Hos­pi­tal­ity (Black Truf­fle Press, De­cem­ber 2017, 356 pages) (https://www.ama­zon.com/WealthIn­sight-Lead­er­ship-Man­age­ment-Hos­pi­tal­ity/dp/1633936201)

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