Throughout the EHL Open Innovation Summit in Lausanne, we sat down with Rainer Stampfer, President of World Operations, Inns and Resorts at 4 Seasons Inns and Resorts. Our dialog explored the rising position of synthetic intelligence in luxurious hospitality, the evolving expectations round personalization, and why the human ingredient continues to be the last word marker of excellence in high-end service.
Which know-how or innovation do you suppose could have the largest affect over the following 5 to 10 years?
There’s lots of dialog about synthetic intelligence, and for good motive. We’re nonetheless in early levels, however the potential to allow our staff members is big. Our business has not all the time been tech ahead. For a few years, funding and enterprise fashions have restricted innovation. However I imagine we’re at a turning level. We’re lastly in a spot the place we are able to transfer quicker. The combination of AI helps us break down silos and convey methods collectively. At this time, our methods are nonetheless pretty fragmented, which makes it troublesome for groups to make use of know-how successfully. The chance now’s to converge these methods in a approach that allows our folks to serve clients higher. That’s the actual transformation.
In luxurious, there may be lots of speak about hyper-personalization. Do you suppose it will likely be seen as a real differentiator or simply established order? And is there a line that shouldn’t be crossed?
There’s all the time a line to not cross. However first, let me say that in luxurious hospitality, we now have all the time talked about personalization. I might argue the business has not finished a very good job at it. Traditionally, personalization has relied on particular person staff members. We’ve given them a framework, some help, however actually it has been as much as them. When you’ve got the fitting folks, it really works. However structurally and systematically, we now have not enabled it nicely. Know-how now permits us to try this higher. How we apply and execute it can make the distinction. Will or not it’s a hit? Will it really feel like an excessive amount of? That is dependent upon execution. Personalization nonetheless requires human judgment. It must be contextual. It can’t be scripted. It has to point out that we care.
In a world of more and more synthetic experiences, do you suppose the human ingredient will grow to be the last word luxurious?
Sure, completely. In luxurious hospitality, all of it comes again to human connection. Socialization, actual interplay, that’s the essence. I have no idea if luxurious is the right phrase, however it’s definitely how we label it. Should you take a look at different segments, transactional or decrease service tiers, the shopper may not count on and even desire a human interplay. However in luxurious, human engagement will all the time be the important thing differentiator. It’s what defines how nicely we ship. And it justifies the worth. So sure, people are nonetheless the widespread denominator of hospitality on the prime finish.
You’re a part of a globally acknowledged model with deep legacy. How do you keep agile on this fast-moving world of tech?
I might really not name 4 Seasons a Goliath. We’re happy with the model and its energy, however we’re nonetheless a small firm. We function 133 resorts, 56 personal residences, and we’re constructing a yacht. The model is robust and trusted, 64 years previous, however we’re a centered group. We all know each other. We’ve robust tenure throughout the staff. And our focus is laser sharp. Everybody talks about the identical themes in hospitality immediately, however the distinction is in how nicely you ship. Focus and enablement make that attainable. We serve a selected buyer with constant expectations, and we ship that throughout 50 international locations. In a sea of sameness, that readability performs in our favor.
In regards to the EHL Open Innovation Summit 2025
This interview was recorded in the course of the EHL Open Innovation Summit in Lausanne, the place Hospitality Internet joined as official media associate.
The occasion introduced collectively a worldwide mixture of thinkers and doers to discover the way forward for hospitality, meals, and journey by means of open innovation. What made it particular was the combination of concepts, codecs, and other people. It was not solely about tech or talks. It was additionally about folks exhibiting up, working collectively, and sharing vitality in actual time.
Key Figures
- 385 members
- 48 audio system and contributors from greater than 20 international locations
- 7 innovation challenges collectively addressed
- 45 classes
- 25 pupil volunteers
- 15 F&B startups letting us style the long run
- 1.5 days of connection, studying, and co-creation
Key Insights from the Summit
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1. A brand new benchmark for hospitality innovation
The summit set a brand new commonplace by weaving collectively AI, sustainability, regeneration, and human connection – exhibiting that innovation in hospitality, luxurious and meals should be holistic, human-centric, and purpose-driven. Members repeatedly highlighted the necessity to transcend effectivity and into significant transformation. -
From data change to real-time co-creation
Greater than only a collection of talks, the summit was an activation area – a dwelling lab the place numerous minds labored collectively on urgent challenges, from regenerative tourism to round luxurious to AI in visitor expertise. It was a showcase of collective intelligence in movement. -
Collaboration because the engine of methods change
Open Innovation got here alive not as a buzzword, however as a relational observe. From panelists to college students, from world explorers to startup founders, everybody was invited to co-create, join dots, and contribute. Members repeatedly stated they skilled true collaboration throughout boundaries, business, sector, age, and background. -
The ability of presence: hearts, minds, and palms
Whether or not strolling within the forest, portray collectively, or debating future methods, attendees embraced the concept that innovation isn’t solely about tech and metrics – it’s additionally about embodied expertise, slowing down to hurry up, and nurturing a regenerative mindset. -
The long run is “AND” – not “both/or”
A recurring takeaway: we should cease selecting between extremes. The long run is tech AND human, wholesome AND scrumptious, worthwhile AND impactful. This “integration mindset” is already informing how leaders, startups, and educators current are reshaping their methods. -
The start of a long-term motion
Attendees described the summit as the beginning of one thing a lot larger – a platform for experimentation, studying, and alliance-building. The EHL Innovation Hub was acknowledged not solely as an instructional powerhouse, however as a real catalyst for regenerative innovation throughout hospitality, service, meals, and journey.
