The future of luxury rests on personal relationships

Last Updated
28 May 2020
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How will the luxury hospitality sector fare post-crisis? Helen Smith, Chief Customer Experience Officer of Dorchester Collection, joins David and Catherine to discuss this in the latest episode of The Future of Travel.

While Helen acknowledges that the sector will undoubtedly take a hit through this crisis, she explains that there will always be consumers who crave and seek out a luxury experience. These could be travellers who desire the traditions and the emotional engagement luxury offers or—perhaps most—the relationships it engenders between guests and staff.

In the case of some loyal guests, she added, these are relationships that have been built up over many years. Helen stressed that Dorchester Collection, like any brand, must remain flexible going forwards, but without losing sight of the core of the brand and its culture, because this is what guests love and come back for.