Why Service Is What Still Sets Great Hotels Apart - Jannes Sörensen

In this episode, we're learning from Jannes Sörensen, founder of Kepler Hotel Group and the Kepler International Hospitality Academy, in a conversation hosted by our innovation correspondent Matthias Huettebraeuker. After years leading some of the world’s best hotels, Jannes shares why differentiation and success in hospitality today comes not from design or amenities, but from the emotional experience we create for guests.

He explains how hospitality education and leadership must evolve to drive competitive advantage in a world where service, empathy, and emotional intelligence matter. You’ll hear why luxury can no longer be defined by the size of a lobby or number of pillows, and how great hotels win by making people feel something.

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Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands