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. 

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