Defining Hospitality Building Resilient Hotel Investment Models - Hugh Taylor - Michels & Taylor - Episode # 233
Jan 7, 2026
Hugh Taylor, CEO of Michels & Taylor and OBE honoree, brings 35 years of hospitality experience to the discussion. He reveals the essence of true hospitality—making every client feel valued and understood. Hugh delves into the journey of transforming from a marketing role at Hilton to leading a successful hotel asset management firm. He shares insights on designing resilient business models that thrive in crises, the importance of transparency with investors, and adapting to ongoing industry changes. His take on seizing investment opportunities will inspire entrepreneurs!
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Buckingham Palace Moment That Defines Hospitality
- Hugh Taylor describes receiving his OBE at Buckingham Palace and an amusing exchange with the Prince of Wales about meeting at the Tower of London.
- He reflects on the craft of making guests feel uniquely seen, comparing royal attention to true hospitality.
Hospitality Is Meeting Needs, Not Just Service
- Hugh defines hospitality as understanding and satisfying customers' needs at every step.
- He argues true hospitality makes guests feel special, understood, and likely to return.
How Michels & Taylor Grew Into Four Arms
- Hugh explains Michels & Taylor's four services: asset management, advisory, management, and investment.
- He illustrates scale by citing under-2,000 rooms in asset management and notable hotels like St. Pancras.