Big interview
technology and showing the true value of empathy and true value of human reaction.” This is what Kurowska predicts will characterise the 21st century. The ability to relate to one another is what differentiates a hotel as a “human industry”, and using technology to emphasise the human connection will be important.
Above: IHG’s new voco Zeal hotel that has opened in Exeter’s new Science Park.
Below: The Halyard’s dining and cafe area, with a view down to street level.
of consumers – those are common threads and will exist in all markets.” When talking about trends and changes in the
market, Kurowska asks herself what change means to her as a leader and how to lead differently in future. “If I think of the next generation of travellers,” she offers as an example, “Naturally the product, the service and the culture need to be adapted to the needs and expectations of this generation.” But, she continues, hotels cannot forget the generations that came before and need to take into account what they might need too. There is a necessity of “planning for the future but being respectful and mindful of everything we have”. Technology, adds Kurowska, is what will
change the world of travel and hospitality industry. “[People] usually get very excited about seeing how much the technology is ultimately going to replace what we do,” she explains, “But I’d rather bring the conversation back to, paradoxically, the use of
Hospitality’s new frontier For Kurowska, the hotel guest has fundamentally not changed for centuries. “This business has been around for years in different guises and different ways, but basically it has become a business intrinsically linked to humans, travel and forming social groups,” she explains. The idea of travel is fulfilling a desire or curiosity, wherein hotels are necessity along the way. “The role of a hotel is, therefore, to create an environment when these desires can be fulfilled the right way.” The best way to achieve this is to understand why
guests are travelling and adapting to the particular occasion. This could appear differently in a luxury versus limited-service hotel, she continues, and might be easier for some hotels if they are located in beautiful places compared to an airport hotel. Ultimately, understanding why a guest is there and adapting to their needs is key purpose of a hotel, even if the tools have changed over the years in meeting guest expectations. This comes back to empathy, as Kurowska adds, which “trumps everything”. IHG is a global hospitality company consisting
of 19 brands and nearly 6,200 hotels in over 100 countries, and is inspired by its mission statement, true hospitality for good. This is not a strategy, Kurowska makes clear, it’s a purpose – and this is what differentiates IHG from other brands. By shaping the group’s culture, brands and representing its commitment to making a difference, people can “see the value that is deeper than just a pure commercial interest of a business”. For instance, employees at IHG dedicated 57,000 hours to making a positive difference in 2022 and female corporate leadership representation at the vice-president level is above 34% globally. IHG also saw a 3.4% reduction in its carbon emissions in 2022. And that is what true hospitality for good is for
IHG and Kurowska; a viable business that does good, creates jobs and opportunities, but is also sustainable for the future. “Sustainability means being here for the generations of the future, in every aspect of what this means,” explains Kurowska. “We call it ‘Journey to Tomorrow’.” Made up of two important elements, which emphasises that this is still journey and how important it is to prioritise building a better future. It all comes back to doing good for the planet and people as a hotel. ●
14 Hotel Management International /
www.hmi-online.com
IHG Hotels & Resorts
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