Industry Update
Opinion Article16 August 2019

Redefining Luxury and Culture in Hospitality

Eugenio Pirri, Chief People and Culture Officer at the Dorchester Collection on what does "luxury" mean today.

By Kimberly Yoong, Student at Ecole Hôtelière de Lausanne

share this article
1 minComments

The hospitality industry has been abuzz with the growing need to redefine the notion of luxury to cater to an increasingly diverse clientele. Gone are the days when enjoying a luxurious experience meant indulgent in-room candlelight dinners and a rose petal-filled jacuzzi; today's travelers seek authenticity and experiential travel.


Eugenio Pirri, Chief People & Culture Officer at the Dorchester Collection, emphasizes just that as he tells the Young Hoteliers Summit in an interview, that luxury has to be defined by the customer. Hoteliers often say that they are customer-focused. However, Pirri also highlights the need to take it a step further by helping customers both when they are at the hotel, but also when they are not at the hotel. The important thing, he explains, is understanding that customers are also loyal to other brands and companies in other industries, and being able to work with them to make your most high-value customers' lives easier.

But above all, the first step to creating a memorable customer experience is to know whythey are staying at your property. As Pirri says,

'You can really define luxury by first engaging with them, finding out the true purpose of why they're there. And then you develop luxury over the stay, and then it becomes a more lasting memory.'

About the Young Hoteliers Summit

In 2010, five students from the EHL Lausanne founded a small committee with a big purpose: to bring together established professionals and aspiring leaders of the hospitality industry to share ideas and knowledge, and accelerate progress in the industry. Since then, YHS has worked hard to become recognized as the largest student-run summit in the world. Every year, YHS welcomes approximately 30 speakers, student delegates from over 40 of the world's leading hospitality institutions, as well as members of the media and other external guests at the summit. Building on a different theme each year, YHS serves as a platform for interesting and insightful debates and discussions on the industry's hottest topics.

For the 10th Edition of the Young Hoteliers Summit, the Employer Rankings Report explores - among other things - the career path motivations and workplace characteristics hospitality management graduates and professionals view as the most important. This year, over 1200 students completed the survey from 100 nationalities across 285 schools. We rounded-up key takeaways from the report.

Click here to download the 2019 YHS Employer Rankings


View source

Kimberly Yoong

    More from Kimberly Yoong
    Ecole hôtelière de Lausanne
    Communications Department
    Phone: +41 21 785 1354
    Send email
    Latest News