Business of Experience

A Note from the Editor

Hospitality has always been in the business of experience.

But the meaning of experience is changing.

It is no longer simply about attentive service, beautiful spaces or a warm welcome. Technology has changed expectations. Personalisation has become more sophisticated. Design influences behaviour. People remain at the heart of service, even as automation enters more of the guest journey. And behind every memorable experience sits a business model that has to make sense.

The most interesting experiences happen where all these things meet.

A great experience can be deeply human and highly engineered. It can be spontaneous while being meticulously designed. It can feel effortless to the guest while requiring enormous thought, training, technology and operational discipline behind the scenes.

That is why Hospemag created The Business of Experience.

Through perspectives from hoteliers, restaurateurs, chefs, designers, consultants, technologists and hospitality leaders, we explore the many forces that shape how experiences are imagined, delivered, measured and remembered.

We will look at service and culture. People and performance. Design and psychology. Technology and personalisation. Innovation and commercial realities.

Because the experience is never just what the guest sees.

It is everything that makes the guest feel.

Prabhjot Bedi
Editor, Hospemag