Luxury hospitality isn’t built on manuals or presentations. It’s built on something far more enduring: human connection.
In an age of predictive algorithms and AI-powered everything, it’s tempting to believe that technology can deliver luxury better, faster, smarter. It can’t.
Technology can personalize a stay, but it can’t make a guest feel seen. Algorithms can predict preferences, but they can’t offer warmth. And at its core, true hospitality is a human craft, rooted in care, instinct and emotion.
Consider these empathetic and extemporaneous actions. 1) A housekeeper notices medicine on a guest’s nightstand and, unprompted, arranges ginger and lemon tea for turndown. 2) A concierge sees a guest jogging each morning and leaves a fresh towel and chilled water by the door. These moments aren’t in a manual; they’re acts of care, driven by instinct and emotion.
This is where luxury opportunity lies. Not in resisting technology, but in doubling down on the human touch that sets us apart. In a world optimizing for speed and scale, luxury hospitality lies in slowing down, in personal, thoughtful connection.
At Mandarin Oriental, we’re entering a transformative period. And while our goal is to more than double our global footprint in the next decade (we’ve added seven new properties in two years, with over 30 more in development), no matter how much we grow, our success will always rest on one principle: business is built on human connection.
On a recent visit to one of Switzerland’s renowned hotel schools, I was asked a question that I get a lot: “Can hospitality still offer a meaningful career?” It’s a fair concern in an age where technology is seemingly changing our world beyond all recognition and reshaping what work even looks like. My answer? It’s an emphatic “Yes,” with one provision: You view hospitality not just as a job, but as a craft. It’s a calling—a profession of purpose.
For those who feel the spark, hospitality can be a lifelong journey of meaning, growth and creativity. Where empathy is an asset and passion has purpose.
The timing couldn’t be more exciting. Luxury hospitality is expected to grow nearly 10% per year over the next five years. I am proud to lead a company that is proud to be part of that momentum. We’re moving fast, reimagining wellness experiences, innovating in F&B and using AI to personalize the guest journey.
Innovation alone, however, doesn’t create loyalty. What keeps guests coming back are the people who bring these experiences to life. To truly bring our brand to life, we need passionate people, who can make each moment meaningful.
That’s why we invest so deeply in talent. Our Rising Fans program, for instance, helps early-career colleagues grow into future leaders. We promote international mobility. We support wellbeing. Most of all, we empower our teams to express their individual craft across every aspect of the guest experience, from rooms and dining to guest experience design and wellness.
Nobody is better positioned to seize the moment than the next generation; one raised in a fast-moving, digital-first world. They intuitively understand technology—its speed and scale. They bring new energy, new ideas and a new lens. And if they bring their curiosity, creativity and openness to this profession, there’s no limit to what they can create. They’ll shape its future using technology not to replace the human connection, but to deepen it.
This is not an easy path: The hours are long and the demands are high. But few professions offer something so rare: The chance to brighten someone’s day, every single day.
Every role, whether guest-facing or behind the scenes, is a canvas for excellence. For those ready to bring passion to their craft, the future of hospitality is rich with opportunity. Because no matter how far we expand, or how advanced our tools become, luxury hospitality will always be defined by the people who bring it to life.
And that is what makes this profession not just meaningful, but truly exceptional.
This Perspective piece was contributed by Laurent Kleitman, group CEO of Mandarin Oriental Hotel Group.
