François Delahaye, COO Dorchester Group  | Why Most Luxury Hotels Still Don’t Understand Hospitality

Luxury has become overused. Anyone can say “luxury.” Very few deliver it. Because real hospitality isn’t marble. It isn’t gold finishes. It isn’t a fancy lobby. It’s precision. The way someone greets you. The way they remember you. The way they make you feel seen. That’s what guests remember. And today? Loyalty is disappearing. The ultra-wealthy constantly chase what’s new. New hotels. New restaurants. New experiences. So standing out is harder than ever. That’s why the best hotels obsess over detail. Training. Culture. Consistency. Not trends. Because true hospitality is still human. AI can automate tasks. But it can’t care. It can’t anticipate emotion. It can’t create presence. That’s the difference between service… and unforgettable hospitality. Subscribe to WORLD OF CS for more conversations with the people shaping luxury, hospitality, culture, and world-class experiences.