16 Shaping the Future of Luxury Travel | Future Traveller Tribes 2030 Luxury travel: leaders’ perspectives For a client’s birthday, we hired Leeds Castle exclusively for


her, sent her there by helicopter and organised a musical band and dancers. She was watching them while eating strawberries dipped in chocolate and drinking champagne. The following birthday, her boyfriend asked for a giant ice vase to be delivered to her apartment with 100 tulips inside. Uliana Slusarenko,


Director, Enjoy Your Travel


For me, having really intuitive service that adapts to my personal needs is the most important thing. For example, I’m quite introverted, and I don’t like loads of people approaching me and asking me the same questions. What we’re trying to do is to teach our team the different personality types of customers. It’s important for them to be able to read these customers. It’s also about having choice – I don’t eat white flour, so I like to know that a hotel’s in-room dining menu is going to have foods I can eat, and that I want to eat. Irene Forte, Brand Manager, Rocco Forte Hotels


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