In this episode, Eugene Leonard, General Manager of Hotel Café Royal in London, shares with our guest experience correspondent, Danica Smith (founder of MorningStar GX), how a 160-year-old landmark stays relevant to today’s luxury traveler. He explains his “zeitgeist” approach to guest experience, updating classic service touchpoints (yes, even shoe-shine) to match what modern, younger luxury guests actually use. Eugene also explains why arrival is the defining moment at Hotel Café Royal, how he builds a guest-first culture across front and back of house, and what it takes to compete in London’s ultra-competitive five-star market.
A few more resources:
If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!
Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
