Most Influential Leaders in Hospitality - 2023.pdf

Aspects of Growth
Innova ons that are
Redeﬁning the Experience
of the Hospitality Sector
VOL 07 I ISSUE 05 I 2023
Tech-Talks
How Technology is
Driving Be erments in
the Hospitality Niche?
Mark
Lewis
CEO Extraordinaire Leading the
Way in the Hospitality Industry
Mark Lewis
CEO
HotelREZ
Hotels & Resorts

Hospitality
is the art of
making others
feel at home
when you are
anywhere else.

Ed or's
Note
Ed or's
Note
Ed or's
Note

T
he hospitality industry, a resilient and ever-
evolving sector, has seen its share of ups and
downs. From the far-reaching impacts of the
COVID-19 pandemic to the rapid emergence of new
technologies and changing consumer preferences, the
leaders within this industry have navigated uncharted
waters. They have demonstrated an unwavering
commitment to innovation, sustainability, and guest
satisfaction.
This edition is a tribute to the visionary leaders who
have not only steered their companies through
turbulent times but have also redefined the very
essence of hospitality. We have painstakingly selected
these individuals based on their exceptional
contributions to the industry, their ability to adapt and
thrive in an ever-changing landscape, and their
dedication to creating unforgettable guest experiences.
Within these pages, you will find stories of leaders who
have championed sustainability, embracing eco-friendly
practices that are transforming the industry into a more
responsible and environmentally conscious one. You
will also meet those who have harnessed the power of
technology to enhance guest experiences, from
seamless booking processes to personalized services.
As we delve into the stories of these influential leaders,
you will discover how they have harnessed innovation
and creativity to stay ahead of the curve. Their insights,
experiences, and strategies provide invaluable lessons
not only for those within the hospitality sector but for
all aspiring leaders in various industries.
We hope that this special edition inspires you, our
readers, and sheds light on the bright future of the
hospitality industry. The leaders featured here serve as
beacons of hope, demonstrating that with vision,
determination, and a commitment to excellence, any
challenge can be turned into an opportunity for growth
and positive change.
Thank you for joining us in celebrating the Most
Influential Leaders in Hospitality - 2023. We invite you
to dive into their stories and be inspired by their
journeys, accomplishments, and the indomitable spirit
that defines this remarkable industry.
The Features with Resilience
AbhishekJoshi
T

Pro les
Steering the Ship
Artashes Avetisyan's Captivating
Voyage in the Hotel Industry
16
Contents
Eric Piatti
Hospitality Maestro in Action
Infusing Passion and Expertise
20
John Marino
Shaping Culinary Creativity and
Elevating Hospitality Experiences
28
Tara Bryan
Redeﬁning Flavors and Experiences
by Cultivating Talent and Culinary
Brilliance
32
Vincenzo Decaria
Creating Culinary Magic,
One Plate at a Time
42 Articles
Aspects of Growth
Innovations that are Redeﬁning the
Experience of the Hospitality Sector
24
Tech-Talks
How Technology is Driving Betterments
in the Hospitality Niche?
38

08
C
o
v
e
r
S
t
o
r
y
Mark
Lewis
CEO Extraordinaire Leading the Way in the Hospitality Industry

CONTENT
Abhishek Joshi
Deputy Editor
Muskan Kapoor
Managing Editor
DESIGN
Visualizer Dave Bates
Ankita Pandharpure
Art & Design Director
Revati Badkas
Associate Designer
SALES
Senior Sales Manager Sihanee M., Rouniyar A.
Sherkar A.
Customer Success Manager
Mohd Sahil, Wislon T.
Sales Executives
TECHNICAL
Technical Head Prachi Mokashi
Victor Collins
Technical Consultant
July, 2023
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Brief
Company Name
John Marino
President and CEO
John’s leadership and vision ensured that Marino succeeded in
navigating its transition to new capabilities without losing its
sense of connection and commitment to its origins and core
values.
Eric Piatti
General Manager
With over 25 years of experience in the hospitality industry,
Eric is passionate and visionary leader who strives to deliver
exceptional service and value to our guests.
Dusit Thani
Laguna Singapore
dusit.com
RAK Porcelain
United States of America
rakporcelain.com
With a passion for creating unforgettable guest experiences
and a keen eye for excellence, Artashes has carved a path to
success in the dynamic world of hospitality.
Radisson Blu Hotel,
Yerevan
radissonhotels.com
Mark is an experienced international Chief Executive Officer
and Entrepreneur, having founded HotelREZ Hotels & Resorts,
now one of the world's largest and awarded quality-driven
hotel representation companies.
HotelREZ
Hotels & Resorts
hotelrez.net
Mohammad has a wealth of experience, having worked
as an investment analyst for a major Wall Street firm in
New York before returning to Saudi Arabia and actively
contributing to hospitality industry.
Amsa Hospitality
amsahospitality.com
Featured Person
Artashes Avesyan
CEO/General Director
Mark Lewis
CEO
Mohammad Alathel
Founder and CEO
Tara is driven by a commitment to pushing boundaries in an
ever-changing industry.
Jean-Georges Management
jean-georges.com
Tara Bryan
Senior Culinary
Director
Vincenzo's directorship propels this pioneering spirit,
redefining culinary norms and enhancing the dining
experience.
Jean-Georges Management
jean-georges.com
Vincenzo Decaria
Director of Restaurants

Mark
Lewis
CEO Extraordinaire Leading the Way in the
Hospitality Industry
During the
start-up phase, you
had to pretty much
cover everything
yourself. The
company has one of
those stories where it
started on what
would now be
considered an
antique laptop.

Cover
Story
Mark Lewis
CEO
HotelREZ
Hotels & Resorts

ark Lewis, the CEO and Founder of
MHotelREZ Hotels & Resorts, is a remarkable
figure in the hospitality industry, known for
his exceptional leadership skills and dedication to
excellence. Under his guidance, HotelREZ has become a
trailblazer in the sector, driving innovation and setting
new standards in hotel distribution and representation.
One of the key qualities that sets Lewis apart as a CEO
extraordinaire is his genuine passion for his work. His
unwavering commitment to the hospitality industry is
evident in his relentless pursuit of quality-driven
services and his unwavering dedication to exceptional
customer service. Lewis understands that in the highly
competitive landscape of the hospitality industry,
providing memorable experiences for guests is crucial
for success.
As a visionary leader, Lewis has successfully positioned
HotelREZ as one of the world's largest and most
respected hotel distribution consortia. Through his
strategic approach, Lewis has fostered global
connectivity and formed valuable industry
partnerships, enabling HotelREZ to offer its clients
unparalleled access to a substantial volume of business.
This has proven to be particularly beneficial for
independent and small group properties that partner
with HotelREZ, as they can maintain their
independence while effectively competing with larger
brands.
HotelREZ Hotels & Resorts, under Lewis's leadership,
excels in delivering top-notch technology, distribution,
revenue management, consultancy, and digital services.
By leveraging these specialized offerings, HotelREZ
enables its clients to optimize their operations, enhance
their revenue streams, and stay ahead of industry
trends. Through Lewis's innovative mindset and
strategic vision, HotelREZ continues to revolutionize
the way hotels and resorts operate in the modern
landscape.
Mark Lewis's role as CEO of HotelREZ Hotels &
Resorts showcases his exceptional leadership abilities
and his commitment to driving excellence in the
hospitality industry. Through his passion for providing
exceptional customer service, fostering teamwork, and
leveraging innovative solutions, Lewis has positioned
HotelREZ as a leading force in hotel distribution and
representation. His contributions have not only
elevated the success of HotelREZ but have also had a
positive impact on the entire hospitality sector,
inspiring others to strive for greatness in their
respective roles.
Mark's exceptional leadership skills and dedication to
excellence have earned him a well-deserved reputation
as the face of the most influential leaders in the
hospitality industry. In recognition of his achievements,
he was honored with the prestigious "Most Influential
Leader in Hospitality – 2023" award by CIOLook
Magazine, solidifying his position as a trailblazer in the
field.
Let’s delve into the revolutionizing approach Lewis
implements to delivering exceptional results in the world of
hospitality!
From Travel Enthusiast to Hospitality Industry Icon
Lewis's journey in the hospitality industry began with
his passion for travel. While studying at the University
of Wales, Lewis initially considered a career in law.
However, the allure of the travel industry proved too
enticing to resist. He started his career as a Holiday
Rep, gaining valuable experiences in various countries,
including Cyprus, Greece, Turkey, and India.
He says, "In fact, we took the first aircraft charter into
Kerala with Manos (a Greek company), which is now a
thriving holiday destination. It was a little different back in
the day, and the experiences of dealing with so many issues
in different cultures have always helped me retain a degree
of context with the issues we face."
After his adventurous travel experiences, Lewis's
ambition led him to pursue a career in luxury travel. He
joined a start-up tour operator specializing in luxury
travel, founded by Sir Alan Sugar and Leslie Lucy. This
experience laid the foundation for Lewis's continued
involvement in the hospitality sector. He later joined
Utell International, which eventually merged with
Pegasus Solutions, now part of Cendyn. In 2004, Lewis
founded HotelREZ, embarking on a remarkable journey
that would reshape the hotel distribution landscape.
He also adds, "We also built World Rainbow Hotels, the
world's only GDS-enabled consortia for the LGBTQ+
market and acquired Best Loved Hotels, which is a long-
standing and admired British brand – both have allowed us
to extend our global footprint."

Ethically,
we try to ensure
we work in the
most sustainable
way possible,
and the
corporate
segment now
requires certain
metrics for hotels
to meet in order
to enter their
programs.
laptop.

Shaping the Future of Hospitality
Lewis, the visionary CEO, has made significant
contributions to the hospitality industry. His journey
from a travel enthusiast to a hospitality industry icon
reflects his passion and dedication to creating
exceptional experiences for both hotels and travelers.
Through HotelREZ, Lewis has transformed hotel
distribution and representation, establishing the
company as a global leader with a commitment to
quality-driven services, global connectivity, and
industry partnerships.
Lewis's leadership style, focused on fairness, honesty,
and fun, has fostered a collaborative and engaged team
at HotelREZ. With an emphasis on innovation and
technology while maintaining the integrity of the
industry, HotelREZ strikes a balance between tradition
and forward-thinking. The company's commitment to
sustainability and social responsibility further
demonstrates its dedication to making a positive
impact.
As HotelREZ continues to flourish under Lewis's
guidance, his vision of creating something special and
leaving a lasting legacy remains at the forefront. With
an unwavering commitment to delivering on promises
and a belief in the power of kindness, Lewis and
HotelREZ are shaping the future of the hospitality
industry, leaving an indelible mark on the sector they
serve.
The core mission of HotelREZ is to provide a
comprehensive solution that generates higher-value
business for clients while simultaneously reducing
costs and increasing overall profit margins. The
company boasts a global team comprising experts in
distribution, sales, and the hotel industry. Their deep
understanding of hoteliers' needs enables them to
offer the best-in-class technology, sales, marketing, and
full representation services available in the market
today.
Driving Quality-Driven Distribution and
Representation
Lewis shares, "I think initially the idea of travel was the key
factor, but then, of course, reality kicks in, and you have to
develop your career – I was always very ambitious and
ultimately wanted to go out on my own after leaving
Pegasus."
Under Lewis's leadership, HotelREZ Hotels & Resorts
has established itself as a global force in hotel
distribution and representation. With over 2,500 hotels
in 100 countries, HotelREZ provides comprehensive
global connectivity to the Global Distribution System
(GDS), serving approximately 750,000 travel agencies
worldwide. Their offerings include Channel Connect, a
best-in-class Booking Engine, a suite of WebServices
products, and seamless connectivity to around 600
Online Travel Agencies (OTA). The company's API layer,
REZSwitch, enables integration with any Property
Management System (PMS) used by hotels.
In addition to its distribution services, HotelREZ also
addresses the critical Request for Proposal (RFP)
process through its proprietary tool, REZtoMarket.
This tool interfaces with CVENT, facilitating the
submission of RFPs from their global Preferred
Partnerships. By leveraging their extensive network
and global sales team, HotelREZ helps member hotels,
calling it a 'wish list,' gain market share, especially in
programs that were previously challenging to access.
A Multifaceted Approach to Success
As the CEO and Founder of HotelREZ Hotels & Resorts,
Lewis has played a pivotal role in the company's growth
and success. He says, "During the start-up phase, it was
pretty much everything as the company started from what
would now be considered an antique laptop." Lewis also
assumed multiple responsibilities, including sales,
account management, operations, and supplier
relations. This hands-on approach allowed him to gain a
comprehensive understanding of the industry and
appreciate the critical links in ensuring hotel success
and revenue growth.
Lewis's leadership style emphasizes Return on
Investment (ROI) while maintaining a strong focus on
service delivery. Balancing technology-driven solutions
with personalized service remains a constant challenge
in the hospitality industry, and Lewis ensures that
HotelREZ achieves both at scale. His oversight across
various areas of the business has fostered a culture
where every team member recognizes their vital role in
supporting hotels and driving collective success.
Fairness, Honesty, and Fun
According to Lewis, essential qualities for leaders in the
hospitality industry include fairness, honesty,

directness, and the ability to have fun along the way.
Recognizing that people still value personal
connections in addition to technology, Lewis
emphasizes the importance of building relationships
and retaining talent.
By developing employees, offering career growth
opportunities, and creating an enjoyable work
environment, HotelREZ cultivates a team that is highly
motivated and dedicated to their craft. Emphasizing the
same, Lewis shares, "You need to develop people, reward
them, allow them to spread their wings and offer a career
plan – hopefully create an environment where they love
what they do, the tradeoff, of course, being that
HotelREZ is the best at what we do–in my opinion." Lewis
firmly believes that a happy and motivated team
translates into satisfied customers and achieving
targets.
The Cornerstones: Collaboration and Communication
Speaking about the cornerstones of HotelREZ, Lewis
says, "We all talk, meet, engage in a structured, positive
way, are all on the same KPI page, and know where we
are going."
Fostering a culture of collaboration and teamwork is a
top priority. Lewis and his management team have
implemented strategies to encourage open
communication and idea-sharing throughout the
organization. Structured meetings, positive
engagement, and shared Key Performance Indicators
(KPIs) ensure that all team members are aligned and
working towards common goals. The loyalty and
dedication of the HotelREZ team have resulted in a
nimble organization that can quickly respond to market
needs without being bound by the cycles of larger
corporations and does not have to react to the
NASDAQ cycles in quite the same way.
Perseverance and Choosing the Right Team
When asked about advice for aspiring leaders in the
hospitality industry, Lewis emphasizes perseverance
and the expectation of a challenging road ahead.
Revenue, profit, and cash management are crucial
factors to consider, and Lewis advises aspiring leaders
to surround themselves with the right team and
supportive investors who understand the long-term
nature of the industry. Through resilience, a strong
team, and carefully selected partnerships, success can
be achieved despite the inevitable obstacles along the
way.
He quotes, "Don't give up and expect a rocky road;
many life lessons along the way. Revenue is vanity,
profit is sanity, and cash is king. Pick the right team and
the right investors who will support you in what could
be a long game."
Balancing Innovation and Tradition
For HotelREZ, innovation and forward-thinking go
hand in hand with maintaining the integrity of the
hospitality industry. Lewis, while discussing the quality-
driven representation of HotelREZ, states, "We
constantly work on technological enhancements for
our hotels, seeking new ways to drive direct business,
establish API connectivity, and foster relationships with
relevant third parties to boost revenue."
I believe kindness goes a
long way, and I’d like to think
everyone involved had a little
fun on the journey.

He further adds, "Technology alone, as provided by some
competitors, is satisfactory, but how it is utilized is key.
That's why we have always remained a quality-driven
representation company, rather than expecting the hotels to
simply figure it out." Instead of burdening hotels with the
sole responsibility of adapting to new technologies,
HotelREZ closely collaborates with its member hotels,
offering a range of tailored services and solutions to
address their unique needs.
Regarding collaborative initiatives, Lewis highlights,
"Naturally, we are also globally preferred by the main
revenue drivers on the HO GDS chain code, which is crucial
for success. We work in partnership with our hotels and are
also on the verge of launching our luxury soft brand." The
upcoming introduction of The Elegant Hotel Collection,
a luxury soft brand powered by HotelREZ, further
exemplifies the company's dedication to combining
tradition with cutting-edge technology.
He also shares, "In the near future, we will expand our web
services offering for hotels, incorporating booking engine
functionality that drives more direct business to the hotel."
Sustainability and Social Responsibility
The importance of sustainability and social
responsibility is increasingly recognized today.
Acknowledging this trend, HotelREZ has embraced
ethical practices and actively promotes these values
within the hospitality industry. Lewis states, "Ethically,
we strive to ensure that we operate in the most
sustainable manner possible, and the corporate
segment now mandates specific metrics for hotels to
meet in order to participate in their programs."
The company is committed to operating in the most
sustainable manner feasible and has observed a rising
demand from corporate clients, who require
sustainability metrics for hotel participation in their
programs. Lewis emphasizes the necessity for greater
government support to expedite improvements in this
domain. Sustainability and social responsibility are key
topics within the industry, and HotelREZ is dedicated to
playing a significant role in raising awareness and
driving progress in these areas.
Aligning Stakeholder Needs
Lewis shares, "Since day one, we have successfully
retained many of our clients, even in the face of increased
market competition." A critical aspect of Lewis's
leadership is the ability to balance and address the
needs and expectations of various stakeholders,
including customers, employees, and shareholders.
HotelREZ has not only retained clients but also built
enduring relationships, despite the challenges posed by
a competitive market.
This accomplishment serves as a testament to the
company's open and inclusive management style,
where decisions are made promptly, and a spirit of
collaboration permeates throughout the organization.
HotelREZ's robust growth and consistent achievement
of targets further align the interests of shareholders
and investors, strengthening their trust and confidence
in the company.
Employees at HotelREZ are treated with immense
respect and loyalty, recognizing their valuable
contributions and providing ample opportunities for
professional growth. The company understands that
motivated and content employees are the driving force
behind its success. By fostering a supportive and
transparent work environment, HotelREZ ensures that
the interests of its employees are aligned with the
overall goals of the organization.
Creating Something Special and Leaving a Lasting
Legacy
When asked about his career aspirations, Lewis humbly
acknowledges that there is still much to accomplish
before discussing his legacy. Nevertheless, his ambition
is to be remembered for creating something
extraordinary in the hospitality industry. By delivering
on the promises made to hotels, staff, and investors,
and adhering to an ethical approach, Lewis aims to have
a positive and lasting impact on the industry.
He states, "I strongly believe that kindness goes a long way,
and I would like to think that everyone involved had a little
fun during this journey."

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Today
Today

Steering the Ship
Artashes Ave syan's Cap va ng Voyage in the Hotel Industry
rmenia is a country with a rich history and culture
Aand its capital city, Yerevan, is a popular tourist
destination. The hospitality industry in Armenia is
growing rapidly and there is a high demand for high-
quality hotels.
Nestled between the majestic mountains of Armenia,
stands a beacon of hospitality and luxury-Radisson Blu
Hotel, Yerevan. It has been a great success under
Avetisyan's leadership. The hotel has received
numerous awards, including the TripAdvisor Certiﬁcate
of Excellence and the World Luxury Hotel Award.
Artashes Avetisyan is at the helm of this esteemed
establishment as a visionary leader, who holds the
prestigious position of CEO/General Director. With a
passion for creating unforgettable guest experiences
and a keen eye for excellence, Artashes has carved a
path to success in the dynamic world of hospitality.
Picture this, A weary traveler steps into the grand lobby
of Radisson Blu Hotel, Yerevan, seeking respite after a
long journey. As the automatic doors open, they are
greeted with warm smiles and genuine hospitality,
setting the tone for a memorable stay. From the
intricately designed decor to the impeccable service,
every aspect of the hotel reﬂects Artashes' unwavering
commitment to providing world-class hospitality.
Artashes' leadership philosophy revolves around
empowering his team to deliver exceptional service,
fostering a culture of genuine care and attention to
detail. He believes that a passionate and motivated
workforce is the backbone of any successful hotel, and
he invests in his team's growth and development to
ensure they exceed guest expectations at every turn.
Under his visionary leadership, Radisson Blu Hotel and
Golden Palace Hotel, Yerevan continues to thrive,
standing tall as a symbol of hospitality excellence in the
heart of Armenia. With Artashes at the helm, the hotel
remains at the forefront of innovation and guest-
centric service, setting the standard for hospitality
experiences that leave a lasting impression.
Let's discuss how Artashes is holding the torch of hospitality
legacy high and creating cherished memories at Radisson
Blu Hotel and Golden Palace Hotel, Yerevan!
Can you tell us about your background and experience
in the hospitality industry, particularly in the role of a
CEO/General director?
Despite the fact that I am 32, I have 17 years of
experience in the hospitality business, of which 7 years
are as CEO.
3A Hospitality is known for its luxurious
accommodations and world-class amenities. How do
you ensure that high standards of quality and service
are maintained in your services?
The guarantee of our high standards of quality and
service is my team and the key persons of our group are
working with me already 10 years. Besides that, we are
passing many trainings and management innovation
programs every month.
The guarantee of our high
standards of quality and service
is my team and the key persons
of our group are working with
me already 10 years.
www.ciolook.com | July 2023 |
16

Artashes Ave syan
CEO/General Director
Radisson Blu Hotel, Yerevan
17

In your opinion, what sets 3A Hospitality apart from
other luxury resorts in the region? How do you stay
competitive in the market?
In my opinion, we set ourselves apart from others with
our visions, perspective and individual approach. The
fact is that 90% of delegations, presidents, football
teams and artists visiting Armenia are staying in our
hotels.
What strategies do you employ to enhance guest
satisfaction and create memorable experiences for
them during their stay at 3A Hospitality?
Until 2023, we used an individual approach to satisfy
our guests. From February 2023, we started the
development of our own program which will be called
GSS (guest satisfaction service) and we plan to launch it
in 2024. Believe me that this will be the most powerful
guest satisfaction program in the region.
How do you promote a positive work culture and
ensure effective communication among the staff
members at 3A Hospitality?
The secret of our positive work culture is that we work
and live resolving colleagues’ problems-at work and in
our personal life. As they say in one famous book, one
for all and all for one. This is the general Principle of our
working culture.
Sustainability and environmental conservation are
increasingly important in the hospitality industry.
What initiatives has 3A Hospitality taken to promote
sustainability and how do you incorporate these
principles into the day-to-day operations?
Nowadays environmental conservation is highly
important and we are also following international
recommendations and stepping in with international
hotel brands at this point.
In the F&B departments, we already changed all plastic
things to eco-friendly. In HK departments we are using
eco-friendly cleaning products. Also, we changed our
contactless plastic cards to wooden cards.
What are your short-term and long-term goals for 3A
Hospitality under your leadership? How do you plan
to achieve them?
Me and my team’s goals are all for the long term. For
now, our goal is to make famous Armenian hotel brands
which is ours. We already signed 2 contracts in 2022
and at the end of 2025, we will have almost 4 hotels.
And the second goal is to have hotels in all resort cities
in Armenia.
How do you stay updated with the latest trends and
developments in the hospitality industry? How do you
ensure that 3A Hospitality remains innovative and
relevant in a rapidly changing market?
As you know one of my hotels is Radisson Blu Hotel
Yerevan and every year we are going to GM’s
conference and a lot of workshops and there we are
getting news from the hospitality industry.
What are the key challenges you anticipate facing as
the General Manager of 3A Hospitality in the coming
years and how do you plan to address them?
In my opinion, there are not many types of challenges
that we need to prepare for now. The only problem that
we are afraid of is the political situation in the region,
but my team is ready for any challenges that we might
face. Remember 2020, we passed the COVID-19 war
and we brought back our revenue in the second half of
2021. After this, we don’t afraid of any challenges.
How do you measure the success of your leadership
and the overall performance of 3A Hospitality?
I don’t think that I must measure my leadership success,
my team will do it better. What about overall
performance? I will tell you some facts about our
growing temps when I started as CEO of the company. I
accepted the CEO position in 2018 and until 2023 our
company revenue has grown by around 1250%. I think
there is no need to tell anything more about success.
18

EricPiatti
Hospitality Maestro in Action
Infusing Passion and Expertise
usit Thani Laguna Singapore believes in people
Das the essence of luxury hospitality is one that
puts the needs and wants of its guests ﬁrst. Eric
Piatti, a seasoned General Manager is executing the
belief that the quality of the experience is determined
by the people who create it, from the front-line staff to
the management team.
Eric advocates employee engagement, customer-
centricity and tech adoption in the realm of hospitality.
Assertive, competitive and result-oriented, Eric excels
as an innovative problem solver, leading teams through
empowerment and fostering succession strategies in
diverse cultural environments. His ambition to
contribute to innovative projects within a conducive
environment makes him a valuable asset.
Eric's expertise shines at Dusit Thani Laguna Singapore,
an urban luxury resort and championship golf
destination. With exceptional facilities, luxurious rooms
and Thai-inspired hospitality, it's a place where careers
ﬂourish.
Let's explore Eric's leadership approach for the team that
exceeds expectations and empowers its members!
How do you uphold Dusit Thani Laguna's luxury and
quality standards?
As the General Manager of Dusit Thani Laguna
Singapore, I take immense pride in our hotel's
reputation for luxury and world-class amenities.
Upholding quality and service is our foundation.
To ensure exceptional experiences, we invest in staff
training, enabling personalized service. Guest feedback
guides our improvements. Robust quality programs
assure meticulous attention, creating lasting memories.
Sustainability matters—our 'Tree of Life' initiative
focuses on positive impacts. Collaboratively, our team
embodies Thai hospitality, delivering seamless service.
With a commitment to excellence, we eagerly await the
chance to provide you with an unforgettable stay at
Dusit Thani Laguna Singapore. Your trust means
everything to us.
In your opinion, what sets Dusit Thani Laguna apart
from other luxury resorts in the region? How do you
stay competitive in the market?
I believe that several factors set our resort apart from
other luxury properties in the region:
Ÿ Authentic Thai Hospitality: Being a part of the
renowned Dusit Thani brand, we are committed to
delivering the warm and gracious service that
Thailand is known for.
Ÿ Tranquil Location: Our resort's serene and
picturesque location within the Laguna National Golf
Resort Club offers a peaceful and rejuvenating
environment for guests.
Ÿ World-Class Amenities: We pride ourselves on
offering a comprehensive range of world-class
amenities and facilities to cater to the diverse needs
and preferences of our guests.
Ÿ Sustainable Practices: Being committed to
sustainability and responsible tourism, our
environmentally friendly initiatives and community
engagement efforts distinguish us as a resort that
cares about the well-being of the planet and the local
community.
To stay competitive in the market, we continuously
focus on the following strategies:
Ÿ Guest-Centric Approach: We place our guests at the
heart of everything we do and their satisfaction is our
top priority.
Ÿ Continuous Innovation: We embrace innovation and
keep abreast of industry trends to offer cutting-edge
services and amenities that enhance the guest
experience.
20

We uphold values and
strategies to be a
premier luxury resort,
ensuring Dusit Thani
Laguna Singapore
remains a top choice for
travelers seeking
unparalleled hospitality
and unforgettable
getaways.”
“
Eric Piatti | General Manager |
Dusit Thani Laguna Singapore
21

Ÿ Talent Development: We invest in team members'
professional growth and foster a culture of
excellence and dedication to service, which
translates into exceptional experiences for our
guests.
Ÿ Marketing and Branding: We engage in strategic
marketing and branding initiatives to showcase our
unique attributes and effectively communicate our
value proposition to potential guests.
them during their stay at Dusit Thani Laguna?
Our strategies for guest satisfaction and memorable
stays:
Ÿ Personalized Care: Treating each guest uniquely, our
team understands preferences for tailored
experiences.
Ÿ Genuine Thai Warmth: Part of Dusit Thani, we
ensure authentic Thai hospitality through genuine
care and kindness.
Ÿ Enriching Exploration: Curating cultural, local and
recreational experiences for guests to immerse in at
Dusit Thani Laguna Singapore.
members at Dusit Thani Laguna?
Promoting a healthy work culture among the team
members helps maintain efficiency and we ensure that
through the following:
Ÿ Open Communication: Transparent channels,
including meetings and feedback sessions, foster
inclusivity, enabling all team members to contribute
to the hotel's success.
Ÿ Training for Growth: Continuous training enriches
skills and values, enhancing job satisfaction and
exceptional service.
Ÿ Unified Collaboration: Cross-department
collaboration dismantles barriers, ensuring a
seamless guest experience and robust
communication.
Ÿ Empowerment: Staff autonomy promotes proactive
solutions, elevating confidence and ownership.
How does Dusit Thani Laguna prioritize sustainability
in its operations and incorporate these principles
daily?
We are committed to being responsible stewards of our
environment and have implemented several initiatives
to promote sustainability.
Ÿ Environmental Responsibility: With a commitment to
sustainability, we've undertaken multiple initiatives.
Ÿ Efficient Energy Use: Our property embraces energy-
efficient tech, LED lights, motion sensors and energy-
saving appliances to lower consumption.
Ÿ Water Wise: Through low-flow fixtures, efficient
landscaping and leak checks, we're actively
conserving water.
Ÿ Waste Management: Recycling for paper, plastic,
glass and more is integral. Guest and staff
engagement strengthens our recycling efforts.
Ÿ Greener Operations: Eco-friendly cleaning, reducing
single-use plastics and sustainable menus mark our
operational practices.
How do you leverage technology to improve
operational efficiency and enhance the guest
experience at Dusit Thani Laguna?
At Dusit Thani Laguna Singapore, we recognize the
importance of technology in the hospitality industry
and actively leverage it to enhance operational
efficiency and elevate the guest experience. Here are
some ways we utilize technology:
Ÿ Seamless Check-In and Check-Out: Digital check-in
and check-out via mobile devices streamline
processes, reducing wait times for a seamless guest
experience.
Ÿ Dusit App: Our mobile concierge offers guests easy
access to facility details, local attractions, dining
options, and more, placing essential information at
their fingertips.
Ÿ Contactless Payments: Contactless payment choices
ensure secure transactions without physical contact,
enhancing both convenience and safety, especially in
current times.
Ÿ Data Analytics: Data analytics provide insights into
guest preferences, enabling personalized
experiences and offerings that elevate guest
satisfaction.
22

What are your short-term and long-term goals for
Dusit Thani Laguna under your leadership? How do
you plan to achieve them?
Building & retaining a winning team remains the
objective to ensure consistency in quality, further grow
the momentum of the property and its market
penetration. Capitalizing on our facilities and our
wellness expertise, we are extending our Dusit well-
being program to our team members aiming to provide
a leading work life balance in hospitality in Singapore.
How do you keep up with hospitality trends? How
does Dusit Thani Laguna stay innovative in a changing
market?
In Singapore, the dynamic STB and SHA offer
innovative solutions. Embracing innovation from pre-
opening, we've gone paperless for admin and guest
processes. Virtual check-in, check-out and in-room
services via the DusitSG App are key 2020 innovations.
Dusit International's Tree of Life sustainability program
sets us apart, including species protection, plastic
reduction and upcoming food waste composting and
solar energy initiatives. Aligned with brand pillars, we
prioritize locality, well-being, sustainability and
personalized service.
the General Manager of Dusit Thani Laguna in the
coming years and how do you plan to address them?
Hospitality has to become more attractive and regain
its glamour among younger generations. Work-life
balance is essential and our well-being program is here
to set the framework. Appreciation, development,
recognition and rewards must be omnipresent.
Remuneration adjustment with other industries is
essential and automation is part of the solution to
optimize/ streamline processes to allow more quality
time for customer-facing team members with our
guests.
Talent development and career path within the industry
is possible and a must. Hospitality leadership,
management companies and owners will need to invest
in talents more consistently.
and the overall performance of Dusit Thani Laguna?
Defining my leadership style is paramount, as it shapes
every team interaction. I firmly embrace trust,
empowerment and coaching, a philosophy I imbibed
during my culinary apprenticeship in Switzerland. This
approach has resonated globally and proven effective.
Empowering my team is vital—70% interact with
customers, needing autonomy to meet their
expectations. Empowerment fuels engagement, pivotal
in luxury contexts. While perhaps not entirely scientific,
the ultimate affirmation lies in team members
returning. This demands time, resilience and
dedication, particularly in a new property's context, yet
the rewards for a leader are immeasurable.
23

24
Rede n g the Experience
of
the
Innovations that are
Sector
A ects of Growth

25
T
he hospitality sector has always been an industry
driven by innovation. From the earliest inns to
modern luxury resorts, the pursuit of delivering
exceptional guest experiences has been at the heart of
hospitality. However, in recent years, the industry has
witnessed a remarkable surge in innovations that are
not only redefining the guest experience but also
reshaping the way hotels, restaurants, and travel
companies operate. In this article, we will explore some
of the most exciting innovations that are transforming
the landscape of the hospitality sector.
Personalized Guest Experiences with AI and Big Data
One of the most significant innovations in the
hospitality sector is the use of artificial intelligence (AI)
and big data to create highly personalized guest
experiences. Hotels and resorts are now using AI-
powered chatbots to interact with guests and provide
instant responses to inquiries. Machine learning
algorithms analyze guest preferences, allowing hotels
to customize room amenities, dining options and even
suggest local activities. This personalization not only
enhances guest satisfaction but also drives repeat
business.
Contactless Technology
The COVID-19 pandemic accelerated the adoption of
contactless technology in the hospitality sector. Hotels
and restaurants now offer contactless check-in and
check-out options, as well as digital room keys that
guests can access through their smartphones.
Contactless payments and ordering at restaurants and
room service are becoming the norm, minimizing
physical interactions and promoting safety.
Virtual Reality (VR) and Augmented Reality (AR)
VR and AR technologies are being used to provide
immersive experiences to guests. Hotels are offering
virtual tours of their properties, allowing guests to
explore rooms, facilities, and even nearby attractions
before booking. AR apps guide guests through cities,
providing historical and cultural information as they
explore. These technologies enhance pre-trip planning
and on-site experiences.

Voice-Activated Assistants
Voice-activated assistants like Amazon's Alexa and
Google Assistant are becoming fixtures in hotel rooms.
Guests can control room features, request information,
and even place room service orders using voice
commands, enhancing convenience and accessibility.
Blockchain for Transparency
Blockchain technology is being used to enhance
transparency and security in the hospitality sector. It
can be used for secure guest identity verification,
ensuring that personal information remains
confidential and reducing the risk of data breaches.
Space Tourism Integration
As space tourism becomes a reality, some luxury hotels
are already planning to integrate space travel
experiences into their offerings. Guests may have the
opportunity to book a stay that includes a suborbital
flight or even a trip to an orbital space station.
Augmented Reality (AR) Navigation
AR apps are being developed to help guests navigate
hotels and resorts more easily. These apps can provide
real-time directions to rooms, restaurants, and
amenities, making it easier for guests to explore large
properties.
Biometric Security
Some hotels are implementing biometric security
measures such as facial recognition and fingerprint
scanning for check-in and access to secure areas. This
not only enhances security but also streamlines the
check-in process.
Innovative Meeting Spaces
With the rise of remote work, hotels are reimagining
their meeting spaces. They are equipping them with
advanced video conferencing technology, flexible
seating arrangements, and creative designs to cater to
the evolving needs of business travelers.
26
Sustainability Initiatives
Sustainability has become a key focus in the hospitality
sector. Hotels are implementing eco-friendly practices,
such as energy-efficient lighting, water-saving systems,
and waste reduction programs. Some hotels are even
using renewable energy sources and have become
completely carbon-neutral. Guests are increasingly
seeking out eco-conscious accommodations, driving the
industry to innovate in this area.
Robotic Assistance
Robots are being employed in various roles within the
hospitality sector. They can deliver room service,
handle front desk inquiries, and even clean rooms.
These robots not only improve efficiency but also
reduce human contact in sensitive areas, contributing
to a safer guest experience.
Smart Room Technology
Hotels are equipping rooms with smart technology,
allowing guests to control lighting, temperature, and
entertainment systems through voice commands or
mobile apps. This not only enhances convenience but
also reduces energy consumption when rooms are
unoccupied.
Food and Beverage Innovations
In the realm of dining, technology is playing a significant
role. Some restaurants are using AI to develop unique
recipes, while others are using 3D food printing to
create visually stunning dishes. Additionally, apps and
platforms are helping guests discover local restaurants
and order food for delivery, enhancing dining options
during their stay.
Health and Wellness Enhancements
The hospitality sector is increasingly incorporating
health and wellness offerings. Some hotels have in-
room fitness equipment, offer personalized wellness
programs, and provide access to virtual fitness classes.
Spas are incorporating advanced treatments and
technologies to enhance relaxation and rejuvenation.

JohnMarino
Shaping Culinary Creativity and
Elevating Hospitality Experiences
T
he culinary artistry brought to life on exquisite
porcelain tableware is a world of beauty, taste,
and sophistication. It is a world where the finest
ingredients are artfully arranged on delicate plates, and
where the eye is as delighted as the palate.
John Marino, the visionary President and CEO of RAK
Porcelain USA is embracing innovation in the culinary
landscape. With a commitment to avant-garde tabletop
solutions, John leads a revolution for HoReCa
professionals and epicureans across the USA.
RAK Porcelain, epitome of excellence, specializes in
crafting and supplying high-quality porcelain tableware
for the international HoReCa industry. RAK Porcelain
empowers over 40,000+ starred hotels, restaurants,
airlines, cruise lines, stadiums, and convention centers
with their canvas of creativity. In this dynamic realm,
John Marino and RAK Porcelain stand as reliable,
excellence-driven partners, providing innovative
porcelain solutions to leaders across all segments of the
hospitality industry.
Let's delve into John's journey of redefining hospitality
excellence and explore the avant-garde porcelain tableware
solutions that set the stage for culinary artistry!
Can you tell us about your background and experience
in the hospitality industry, particularly in the role of a
President?
My journey started in Youngstown, Ohio as a third-
generation resident. I was born and raised in this
resilient and hardworking community. Youngstown has
been the backdrop of some of the most important
moments in my life; from getting married and starting a
family, to pursuing my education at Youngstown State
University. This city holds a special place in my heart
and has shaped my perspective on life. It has played a
significant role in my professional development and my
approach to many go-to-market strategies, including
one of our newest product offerings, 'The Youngstown
Collection.'
Having travelled to over 50 countries throughout my
career, I have been fortunate to gain exposure to
diverse cultures and experiences. However, it is my
deep connection to Youngstown that has allowed me to
marry these global experiences to my local roots.
Since joining as President on January 1, 2021, amidst
the Covid pandemic, I saw RAK Porcelain's potential
and executed a vision. Shifting strategically, we became
a consistent, sustainable partner. Building a strong
foundation, we provided clean solutions. We made
strides in the US market, focusing on customer-
centricity.
Reinvesting in the new state-of-the art facility in
Imperial, PA boasts a large showroom and warehouse,
solidifying our industry leadership. As President of RAK
Porcelain USA, my background and 20+ years of
experience in the hospitality industry uniquely
positions me to drive the organization's growth.
How do you uphold quality and service standards at
RAK Porcelain USA's luxury offerings?
As President of RAK Porcelain USA, I prioritize
upholding our reputation for luxury and top-tier
amenities. Our dedication to quality and service, the
key to exceeding guest expectations, sets us apart.
Owning the manufacturing process grants us control
over design and quality. Our experts oversee every
step, from raw materials to craftsmanship, ensuring
excellence.
28

Partnerships with Stolzle and Sola of
the Netherlands optimize our
glassware and flatware solutions.
Our innovation in design and
materials keeps us ahead. Rigorous
staff training maintains service
excellence.
Feedback drives improvements,
adapting to evolving needs.
Sustainability is crucial, in aligning
with eco-conscious partners. RAK
Porcelain USA consistently sets a
new tabletop standard, offering
unparalleled luxury and service.
What sets RAK Porcelain USA
apart from other luxury brands?
How do you stay competitive in the
market?
RAK Porcelain USA's distinction lies
in our unwavering commitment to
revolutionizing tabletop excellence.
Quality, innovation and
sustainability set us apart in the
luxury realm. Owning a single-
source factory grants unique control
over design and quality, producing
pieces that meet clients' high standards.
Our innovation anticipates market shifts, creating
tableware that not only fulfills but exceeds
expectations. Customer satisfaction drives us, offering
tailored solutions with expert support. We cultivate
enduring client relationships through personalized
service, ensuring continued loyalty.
Sustainability is paramount, aligning with market values
and shaping a more responsible future. RAK Porcelain
USA's hallmark is its pursuit of new tabletop standards,
melding innovation and sustainability with exceptional
service.
them while using RAK Porcelain?
To heighten guest satisfaction while purchasing RAK
Porcelain USA, Stolzle glassware and Sola Netherlands
flatware, these tactics are pivotal:
As President since January 1, 2021,
amidst Covid, I saw RAK Porcelain's
potential and executed a vision.
Shifting strategically, we became a
consistent, sustainable partner.”
29

Ÿ Unrivaled Customer Care: Elevate satisfaction by
offering exceptional customer service. Well-versed
staff should assist with expertise, warmth and
thorough product knowledge.
Ÿ Product Proficiency: In-depth comprehension of
RAK Porcelain, Stolzle glassware and Sola of the
Netherlands flatware is fundamental for an
exceptional customer journey.
Ÿ Interactive Showcases and Samples: Amplify
satisfaction by enabling hands-on interaction with
products.
Ÿ Innovative Visual Presentation: Artful product
showcasing of RAK Porcelain, Stolzle and Sola of the
Netherlands enhances allure and sophistication.
members at RAK Porcelain USA?
RAK Porcelain USA prioritizes a positive work culture
and effective communication. Valuing every voice is
pivotal, ensuring all employees contribute to our
success. Regular team meetings encourage insights,
ideas and discussions. An open-door policy fosters
approachability, trust and communication at all levels.
Communication training equips staff with active
listening, clear messaging and conflict-resolution skills.
We celebrate achievements openly, fostering a culture
of respect and appreciation.
Team-building activities break barriers and strengthen
relationships, enhancing collaboration and
understanding. By nurturing these practices, we create
an inclusive, open and cohesive work environment.
How does RAK Porcelain USA promote sustainability
in the hospitality industry and integrate these
principles into daily operations?
RAK Porcelain USA values sustainability in the
hospitality sector and integrates it into daily
operations. We prioritize energy efficiency with LED
lighting, motion-sensor systems and energy-saving
appliances. Waste reduction and recycling are
paramount; we employ efficient waste management,
providing bins for paper, cardboard, plastics and glass.
Eco-friendly shipping materials and responsible
supplier collaborations underscore our commitment.
Staff engagement is key–we encourage feedback to
foster a sense of responsibility and ownership. By
embracing these practices, we champion sustainability,
involving every level of our organization in our eco-
conscious journey.
Technology's vital in hospitality. How does RAK
Porcelain USA use it for better operations and guest
satisfaction?
The introduction of batch-picking technology has
significantly enhanced our operational efficiency. This
approach groups orders for simultaneous picking,
drastically reducing picking time and increasing
productivity. Our warehouse team collects multiple
items in a single trip, expediting order processing and
elevating customer satisfaction through prompt
fulfillment.
Moreover, we've adopted a range of technological
solutions to further streamline operations. Cutting-
edge inventory management systems offer real-time
inventory visibility, facilitating optimal stock
maintenance, mitigating stockouts and minimizing
30

surplus inventory. Armed with current, accurate
information, we promptly address customer needs and
guarantee product availability.
How do you track hospitality industry trends and keep
RAK Porcelain USA innovative amid market changes?
Remaining attuned to hospitality industry trends is
achieved through a dual internal and external approach
at RAK Porcelain USA. Internally, a culture of
continuous learning thrives through training,
workshops and cross-functional teams, facilitating
innovation. We collaborate closely with our corporate
headquarters, RAK UAE, as well as our savvy team
within RAK Europe to ensure that we stay hyper-
focused on emerging trends. Externally, I access
industry insights by subscribing to publications,
participating in forums and engaging on social media.
Networking at trade shows and conferences provides
direct interaction with industry players, uncovering
trends and fostering partnerships. Our proactive stance
involves regular market research, customer feedback
and competitive analysis, steering product and service
alignment with evolving preferences. R&D sparks
innovation in materials, design and technology,
establishing us as pioneers. By staying true to our
vision, we carve a unique niche as leaders in the
hospitality industry.
the General Manager of RAK Porcelain USA in the
coming years and how do you plan to address them?
Anticipating forthcoming challenges, I foresee
intensified competition, evolving customer
expectations and changing industry regulations as
significant hurdles. Our response will be anchored in
leveraging our strengths and unique value proposition
amidst heightened competition. Continuous
investment in R&D will foster innovative product
differentiation, reinforced by unwavering quality and
customer service.
Adapting to shifting customer expectations will
necessitate vigilant market research and customer
feedback. These insights will shape tailored solutions,
customization avenues and expedited delivery,
ensuring lasting satisfaction. In the face of evolving
industry regulations, proactive measures will be
imperative. We will meticulously track regulatory
changes, ensuring adherence to both local and
international standards. We'll engage with industry
associations, regulatory bodies and discussions to stay
compliant and advance safety and sustainability
practices.
Building robust client and partner relationships will be
pivotal. The collaborative dialogue will help decipher
trends, garner insights and collectively navigate
challenges. Continued investment in employee training
and development will empower our team to adeptly
navigate dynamic market landscapes.
Through strategic adaptation, innovation, customer-
centricity and regulatory diligence, I am confident we
will triumph over these challenges, further solidifying
RAK Porcelain USA's position as a leader in the
industry.
and the overall performance of RAK Porcelain USA?
Measuring my leadership's success and RAK Porcelain
USA's performance hinges on key indicators. Financial
metrics gauge tangible progress, including revenue
growth, profitability and ROI, with market share
analysis highlighting our industry positioning.
Customer satisfaction, assessed through surveys and
loyalty rates, reflects our product/service effectiveness.
Employee engagement and retention reflect my
leadership's impact. Regular reviews of feedback,
retention rates and performance assessments reveal
workforce health. Tracking strategic goals and
milestones offers insight into progress. Evaluating
these periodically assesses strategy efficacy.
Recognition and awards amplify success. Industry
accolades validate our achievements, whether as
market leaders or for innovations.
Employing these indicators ensures continuous
evaluation and improvement of my leadership RAK
at
Porcelain USA, fostering enduring success
and growth.
31

Tara Bryan
Redefining Flavors and Experiences by Cul va ng
Talent and Culinary Brilliance
I
n a culinary world where innovation, excellence and
tailored hospitality converge, Jean-Georges
Management is constantly pushing the boundaries
of what is possible, using fresh, seasonal ingredients to
create dishes that are both delicious and visually
stunning. Here, the highest standards of service are
met and guests feel pampered and appreciated from
the moment they walk through the door.
Jean-Georges Management’s success pivots on its
diverse culinary and hospitality team members
worldwide. Tara Bryan, the Senior Culinary Director,
embodies this ethos of constant evolution, driven by a
commitment to pushing boundaries in an ever-changing
industry.
With a remarkable trajectory, Tara’s culinary voyage
began in Birmingham. From her early days at Mirabelle
to London’s Nobu, her dedication led her to Jean-
Georges’ table. Her role encompasses training, global
culinary ventures and collaborating on seasonal menus,
resonating with Jean-Georges’ spirit of exploration.
Let’s dive into Tara’s approach is aligned with Jean-Georges
Management standing tall as culinary artistry, a vision
turned reality through pioneering culinary narratives!
As the Senior Culinary Director of Jean-Georges
Management, can you share how you contribute to
upholding the powerful culinary foundation and
success of the acclaimed constellation of international
restaurants?
For me, education is paramount in every aspect.
Culinary school provides foundational methods,
preparing for restaurant careers. At Jean-Georges
Management, we expand on these techniques, sharing
our successful processes.
As Senior Culinary Director, I’m tasked with instructing
current and future cooks and chefs, while remaining
open to input. Yearly, I embark on global trips to train
and foster the team, upholding standards and inspiring
creativity.
Witnessing their growth, refining skills and embracing
methods is gratifying. Teaching, whether about new
techniques, ingredients, or farms, is my passion and
privilege as a leader.
With over 60 restaurants in 13 countries, how do you
ensure consistency and innovation in the culinary
offerings across such a diverse global presence?
Education, training and communication form the core
of our approach at Jean-Georges Management. A
comprehensive training program encompassing recipes
and mentorship is established. Our global guests hold
us to high standards and my role centers on ensuring
uniformity.
Having spent 7 years in the company, I deeply grasp
these expectations and Jean-Georges’ vision. Regular
on-site visits and bi-weekly calls allow me to maintain
connections and personally engage with teams.
Although physical presence everywhere isn’t feasible,
effective communication and optimized on-site time
maximize our impact.
Jean-Georges Vongerichten’s signature cuisine is
known for its unique flavors and textures. How do you
collaborate with Chef Jean-Georges to maintain the
integrity of his culinary vision while infusing your own
creative ideas?
During my 7-year journey at Jean-Georges
Management, I’ve had the privilege of working at
various restaurants, including Spice Market.
32

Tara Bryan
Senior Culinary
Director
Jean-Georges
Management
33

Time spent with Jean-Georges, both in New York and
on travels, has been invaluable. He’s imparted his dish
criteria—prioritizing local, seasonal ingredients,
achieving spice-acidity balance and elevating ﬂavor.
As Senior Culinary Director, I’ve continued to
encourage collaboration, joining Jean-Georges and the
team on exploratory trips Myself, Jean-Georges and the
teams are frequently exchanging a multitude of ideas,
testing, tasting and reﬁning concepts together. This
ongoing partnership thrives in our joint pursuit of
culinary excellence.
Culinary trends and consumer preferences are
constantly evolving. How do you stay ahead of the
curve and adapt the restaurant group’s culinary
concepts to meet the changing demands of guests?
Humbly, Jean-Georges Management has long
pioneered trends, introducing avant-garde dishes to
our menus. We actively stay attuned to current trends,
exchanging ideas in person, via social media, or texts.
Upon arrival at a new location, we draw inspiration
from local produce.
As a team, we explore other dining venues to observe
ingredient and technique integration, sparking
innovative approaches. We brainstorm, sample and
introduce specials to gauge guest response. Our
restaurants also experiment with diverse programming
(special menus, ticketed events, weekly offers) aligned
with trends and evolving guest preferences. We test
and adapt to ensure we meet changing demands.
We nurture team crea vity through
regular farmer’s market visits,
linking them with suppliers and
empowering them to cra specials
and explore new products.
34

Can you discuss some of the key initiatives and
projects you have led to elevate the guest experience
and enhance the culinary offerings at JEAN-GEORGES
restaurants?
Treating each restaurant uniquely, we tailor
experiences to their concept and location. As the Senior
Culinary Director at Jean-Georges Management, I play
a vital role in restaurant openings like The Shinmonzen
in Kyoto, Curiosa in Doha, Happy Monkey in Greenwich
and Tin Building.
I spend two weeks pre-opening and post-opening,
setting up kitchens, SOPs, standards and recipes, and
fostering team cohesion. This involves organizing and
fine-tuning kitchens before and after launch, ensuring a
seamless culinary experience.
As the Senior Culinary Director, how do you foster a
culture of innovation and creativity among your
culinary team members to push the boundaries of
culinary excellence?
We nurture team creativity through regular farmer’s
market visits, linking them with suppliers and
empowering them to craft specials and explore new
products. Jean-Georges also sparks inspiration by
suggesting dishes based on market finds.
Promoting internal talent is a company-wide
commitment, fostering innovation and growth.
Personal growth stories like mine, ascending from line
cook to my current role, exemplify our dedication to
nurturing talent within our company.
The restaurant industry has faced challenges,
especially during the pandemic. How did JEAN-
GEORGES Management, under your leadership,
navigate these challenges and adapt its culinary
operations to ensure continued success?
In response to industry-wide changes, we swiftly
adapted by creating a pickup + delivery program and
packaging, an avenue of restaurant operations we
hadn’t explored before. Collaborating with partners like
Dante for cocktails, we curated dining packages to
bring the Jean-Georges experience to homes.
We also promptly opened outdoor patios, constructing
safe dining structures. Preserving our teams’
I was born and raised in Birmingham and
embarked on my culinary journey early,
enrolling in the Birmingham College of Food
and Tourism. My career kickstarted at
Mirabelle, a Marco Pierre White restaurant.
This led me to London, working as a Commis
at Mirabelle and later at Nobu for a year as a
Demi Chef. Subsequently, I spent 2 years at
Fi y Casino, Jean-Georges’ venture, evolving
from Chef Tournant. Over the next 3 years, I
progressed through various culinary roles,
culmina ng in Execu ve Sous Chef posi ons
at W Hotel and Spice Market London under
the Starwood Group.
I ventured across the Atlan c as a Culinary
Trainer at Culinary Concepts, from London to
New York. In 2017, I joined Jean-Georges,
educa ng teams globally. My ascent
con nued and I became the Senior Culinary
Director. I partake in special events,
restaurant openings and collaborate on
seasonal menu changes worldwide. My
enthusiasm for teaching extends beyond the
kitchen—educa ng my nieces in baking and
Bahamian cooks in the essence of Jean-
Georges’ recipes.
Tara’s Journey in Her Own Words
Tara’s Journey in Her Own Words
employment in a secure manner became our foremost
concern during this transition.
With a global presence, how do you balance
maintaining a cohesive culinary identity while also
incorporating local flavors and cultural influences in
each restaurant’s offerings?
For our international restaurant openings, we make
multiple visits to the location, immersing ourselves in
the local flavors, markets and culinary landscape.
35

Jean-Georges draws inspiration
from these surroundings, guiding
the restaurant’s design, menu and
ambiance.
As the Senior Culinary Director, I
play a key role in this process,
particularly for international
ventures. We carefully absorb
insights from the area, ingredients
and culture to shape a unique
concept. Our signature flavor
profile includes spice and acidity,
while integrating novel
ingredients and techniques to
resonate with and entice the local
clientele.
As an influential leader in the
hospitality industry, what is your
vision for the future of culinary
experiences at JEAN-GEORGES
restaurants and how do you plan
to shape the future of the
culinary landscape?
Our company is focusing on a
plant and vegetable-forward
approach across all our
restaurants, including our Las
Vegas steakhouses. We prioritize
using local produce from farmers’
markets for menu changes.
The company’s future is driven by
its dedicated people, with a mix of
long-serving and newer members
actively shaping our vision.
Excitingly, we’re launching a
project at 425 Park Ave, NYC’s
first Well-certified building,
aligning with our culinary vision
for the future centered around
people.
36

he hospitality industry has undergone significant
Ttransformations in recent years, largely driven by
advancements in technology. From the moment a
guest books a room to their check-out experience,
technology is enhancing every aspect of the hospitality
niche. This article explores how technology is driving
improvements in the hospitality industry, from streamlining
operations to enhancing the guest experience.
Seamless Booking and Reservation Systems
Technology has revolutionized the way guests’ book and
manage their reservations. Online booking platforms and
mobile apps have made it easier than ever for guests to find
and reserve accommodations. Hotels, resorts, and other
hospitality businesses are leveraging sophisticated
reservation systems that offer real-time availability,
pricing, and special offers. This not only simplifies the
booking process but also allows for personalized
recommendations based on guest preferences.
Contactless Check-in and Check-out
In a post-pandemic world, contactless solutions have
become a necessity. Mobile check-in and check-out options
have gained prominence, allowing guests to bypass the
front desk and go directly to their rooms. Keyless entry
systems enable guests to unlock their doors using their
smartphones, enhancing security and convenience.
Personalized Guest Experiences
One of the most significant impacts of technology in
hospitality is the ability to provide personalized
experiences. Data analytics and artificial intelligence (AI)
are used to collect and analyze guest data, enabling hotels
to tailor services to individual preferences. From room
temperature and lighting settings to in-room
entertainment options, technology allows for a highly
customized stay.
Smart Room Features
Smart technology has found its way into guest rooms,
making stays more convenient and comfortable. Voice-
activated assistants like Amazon's Alexa or Google
Assistant can control room lighting, climate, and
entertainment systems. Guests can also use their
smartphones to request room service, schedule wake-up
calls, or report maintenance issues.
38

Tech-Talks
How Technology is
Niche?
Driv g Betterments
in
the
39

40
inventory management, housekeeping scheduling, and
billing. This efficiency leads to cost savings and better
resource utilization.
Online Reputation Management: Technology has given
rise to online review platforms and social media. Hotels
and restaurants use data analytics to monitor and
manage their online reputations, responding to guest
feedback promptly and improving service quality.
Virtual Reality (VR) and Augmented Reality (AR): VR
and AR technologies are being used for virtual tours of
hotel rooms and facilities, helping guests make more
informed decisions when booking. AR apps also
enhance on-site experiences, providing information and
interactive features.
Staff Training and Development: Technology is used
for staff training through e-learning platforms, ensuring
that employees are up-to-date with the latest industry
trends and customer service best practices.
Energy Management: IoT devices and smart sensors
are used to monitor and control energy consumption in
hotels, resulting in reduced utility costs and a smaller
environmental footprint.
Guest Feedback Analysis: AI-driven sentiment analysis
tools analyze guest feedback and surveys to identify
trends and areas for improvement, allowing hotels to
adapt quickly to changing guest preferences.
Enhanced Marketing: Targeted marketing campaigns
are made possible through data analytics and customer
relationship management (CRM) software, enabling
hotels to attract and retain guests more effectively.
Enhanced Guest Communication
Hospitality businesses are increasingly using chatbots
and messaging platforms to improve guest
communication. Chatbots can handle common
inquiries, such as restaurant recommendations or WiFi
password requests, 24/7, freeing up staff to focus on
more complex guest needs. Messaging apps also allow
guests to communicate with staff throughout their stay,
ensuring quick responses to any issues or requests.
Improved Guest Services
Guests can access a wide range of services through
mobile apps, from ordering room service to booking spa
treatments or requesting extra towels. This streamlines
the guest experience and reduces the need for face-to-
face interactions, particularly in situations where
privacy or social distancing is important.
Data-Driven Insights
Technology provides hotels and resorts with valuable
insights into guest behavior and preferences. These
insights help businesses make informed decisions
regarding pricing, marketing strategies, and service
enhancements. With the help of predictive analytics,
hotels can anticipate guest needs and provide a higher
level of service.
Sustainable Practices
Technology is also driving sustainability in the
hospitality industry. Energy-efficient lighting, heating,
and cooling systems help reduce the environmental
impact of hotels. Additionally, smart thermostats and
sensors can automatically adjust room conditions
based on occupancy, optimizing energy usage.
Enhanced Security Measures: Technology has
bolstered security in the hospitality sector. Hotels are
using advanced surveillance systems, access control
solutions, and biometric authentication for better guest
and property safety.
Efficient Operations: Hospitality management
software and property management systems (PMS)
have streamlined back-end operations such as

Crea ng Culinary Magic, One Plate at a Time
Vincenzo
Decaria
Decaria
luminary who orchestrates and experiences
Awith finesse is one who has a deep
understanding of food and how to create
delicious and memorable dining experiences. They have
a keen eye for detail and an appreciation for the
nuances of flavor. They are also skilled at creating a
sense of theatre and excitement around food, making it
more than just a meal, but an event.
The one-of-a-kind global dining scene is adorned by
Jean-Georges Management, an esteemed restaurant
group that transcends borders. Vincenzo Decaria
stands as the Director of Restaurants, steering this
culinary voyage.
Jean-Georges Management, an epitome of excellence,
flourishes under Chef Jean-Georges Vongerichten's
visionary mantle. Here, a realm of bespoke hospitality
and culinary brilliance unfurls, epitomized by over 60
restaurants in 13 countries. Vincenzo leads, nurturing
talents and fostering growth within a realm where
innovation thrives.
Bridging traditions and innovation, Jean-Georges
Vongerichten's legacy paints a remarkable culinary
odyssey. Vincenzo's directorship propels this
pioneering spirit, redefining culinary norms and
enhancing the dining experience. In a world where
flavors become stories, Vincenzo's role amplifies the
culinary narrative by Jean-Georges Management.
Let's explore how passion, creativity and flavors intertwine
to redefine dining experiences through Vincenzo’s journey!
Can you share the story behind the inception of Jean-
Georges Management and how Chef Jean-Georges
Vongerichten's culinary vision has shaped the success
of the restaurant group?
Chef Jean-Georges’ culinary vision is hard to explain in
a concept since he has been inspired by his travels in
Europe and Asia. You can see classic French techniques
but his culinary vision is truly a blend of using local and
seasonal ingredients, incorporating spice, acidity and
more. He is constantly evolving and trying new things
and I believe this is the key to his success.
With over 60 restaurants in 13 countries, how do you
maintain consistency in the culinary and hospitality
experience across such a diverse global presence?
We are in constant communication with our properties,
each seasonal menu change is fully overviewed by our
culinary team and we constantly provide training
documents and in-person sessions to ensure standards
are well maintained.
Jean-Georges Management emphasizes cultivating
talent and rewarding professionals. How do you
support the growth and development of your culinary
and hospitality team members within the constantly
evolving industry?
As leaders of this company, we consider ourselves
successful if the people around us are succeeding.
These are a key elements for us to mentor and coach
our staff on a daily basis, especially after the pandemic
we had to review many aspects of our industry and only
being open to changes and challenging ourselves has
led and will lead to a constant growth.
Jean-Georges Vongerichten's signature cuisine is
known for its intense flavors and textures. How do
you ensure the quality and uniqueness of these
culinary offerings in each of your restaurants?
The growth of the company was gradual and for us
consistency is key. We are dedicated to ensuring our
standards are in place. The creative part is always
comes from a lot of research and tastings as well as
42

As a leader I
always consider
myself successful if
the people around
me are succeeding,
I truly believe that
a good team is the
key to success.
Vincenzo Decaria
Director of Restaurants
JEAN-GEORGES
MANAGEMENT
43

from our trips. Every time we visit one of our properties
we always like to go to the local market or meet the
farmers from the area to get inspired and be sure we
only present the best to our guests.
The restaurant industry has faced challenges,
especially during the pandemic. How did Jean-
Georges Management navigate these challenges and
adapt its operations to ensure the continued success
of the restaurant group?
That was a tragic time and it was very hard for us to
reinvent ourselves but we realized that the only way to
survive was to rapidly adjust to the new reality. We
made even more effort to stay in communication with
our regular guests and found ways to offer them the
experiences they’re used to, but in different
circumstances. They are the people who have helped us
get to where we are today and who supported us during
this time.
We then thought about our staff and we did our best to
keep as many of them as possible and we persisted in
keeping our operations busy as much as possible.
Overall, the key was to adapt ourselves to the constant
evolutions of the pandemic until after a while we were
able to see the light at the end of the tunnel.
As an influential leader in the hospitality industry,
what innovative strategies have you implemented to
stay ahead of the competition and meet the evolving
preferences of your guests?
At Jean Georges management we are very service-
oriented, we believe in constant training so we have an
overview of the internal activities of each restaurant on
a daily base so we are aware of which goals each team
has for a specific time.
We also maintain a constant relationship with our
guests and we accept any feedback with positivity. If
guests have a positive or negative experience, we are
sure to acknowledge the feedback in the best way,
thank them for the feedback and take it into
consideration for the days, weeks, months and years
ahead.
With a reputation for tailored hospitality, can you
share some insights into the company's approach to
ensuring exceptional service and guest satisfaction?
We truly believe that a good service is always a
combination of multiple aspects so it is not related to a
single element.
Starting from the location to light, music & overall
atmosphere, it all falls on the people and our staff. We
want every team member to be hospitable and
knowledgeable but not pretentious and have a genuine
interest towards the guest’s experience.
As the Director of JEAN-GEORGES, what are your top
priorities for the future of the restaurant group and
how do you plan to continue revolutionizing the
culinary landscape?
We believe that consistency is the key to the success of
our group and that is why everything we do on a daily
base is about maintaining or improving our guests'
experience. We want to be sure that our teams are
constantly motivated and excited to do their work. This
is why we always give them new goals to achieve and
new ideas or projects to keep them fully involved in
what they do.
The Jean Georges group is constantly growing and the
key is to be curious and open-minded, we challenge
ourselves every time and are always eager to impress
any of our guests in all of our restaurants worldwide.
In the constantly evolving hospitality industry, what
advice would you give to aspiring leaders looking to
make their mark and redefine industry standards?
As a leader I always consider myself successful if the
people around me are succeeding, I truly believe that a
good team is the key to success.
Make your team happy and motivated to come to work,
always be a point of contact for them and never be tired
of mentoring & coaching the staff—they are the future
of what we do every day.
44

Don’t worry
about failure;
you only have
to be right
once.
฀ -Drew Houston

Most Influential Leaders in Hospitality - 2023.pdf

Most Influential Leaders in Hospitality - 2023.pdf

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