During the EHL Open Innovation Summit In Lausanne we sat with Rainer StampferFour Seasons Hotels and Resorts, President, Global Operations, Hotels and Resorts. Our conversation focused on the role of artificial intelligent in luxury hospitality and the changing expectations in terms of personalization. It also examined why the human component remains the ultimate indicator of excellence for high-end services.
What technology or innovation will you say has the greatest impact in the next five to ten years?
It’s no surprise that artificial intelligence is in the spotlight. Although we are in the early stages of development, there is a huge potential for our team members to be empowered. It is not a secret that our industry hasn’t always been technologically advanced. Innovation has been limited for many years by funding and business models. But I think we’re at a pivotal point. Finally, we are in a position where we can make faster progress. Integrating AI allows us to bring together systems and break down silos. Our systems are fragmented today, making it difficult for teams and individuals to effectively use technology. Now is the time to consolidate these systems so that our employees can better serve our customers. This is the real change.
In luxury, there is a lot of talk about hyper-personalization. Do you believe it will be viewed as a real differentiator, or simply status quo? Do you think there is a line which should not be crossed when it comes to this?
Always be careful not to go over the line. Let me first say that we always talk about personalization in the luxury hospitality industry. I would say that the industry is not doing a good job. Personalization was historically dependent on the individual team member. We’ve given them some frameworks and support, but ultimately it was up to them. It works if you have the right people. It is not well enabled structurally or systemically. Now, technology allows us to better do this. The difference will be in how we implement and use it. Will it succeed? Will it be too much? It depends on the execution. Personalization still relies on human judgment. It must be contextual. It can’t be scripted. We must show we care.
Do you believe that in a world where experiences are increasingly artificial, the human element is going to become the ultimate luxury.
Yes, absolutely. Human connection is the key to luxury hospitality. The essence of luxury hospitality is socialization and real interaction. I don’t know if the word luxury is perfect, but we certainly label it as such. You might find that customers in other segments like transactional service or lower service tiers don’t expect or want human interaction. In luxury, however, the human element will always be a key differentiator. It’s what defines our ability to deliver. It justifies value. Yes, people are still at the core of the hospitality industry.
You are part a global brand with a long-standing legacy. How can you remain agile in the fast-paced world of technology?
Four Seasons would not be a Goliath. We are proud to be associated with the Four Seasons brand, and we know its power. However, our company is still small. We have 133 hotels in operation, 56 private homes, and are currently building a yacht. Our brand is strong, trusted and 64 years old. But we are an organization that is focused. We all know eachother. We are a team with a long-standing history. We are laser focused. The same themes are discussed in the hospitality industry, but what makes a difference is how you deliver. Focus and empowerment make this possible. We have a customer base with specific expectations and deliver on them in 50 countries. Clarity is our advantage in an ocean of sameness.
Open Innovation Summit EHL 2025
This interview took place at the EHL Open Innovation Summit held in Lausanne where Hospitality Net was an official media sponsor.
The event brought together an international mix of thinkers, doers, and innovators to explore the world of hospitality, travel, and food through open innovation. The mix of people, ideas and formats made the event special. It was not just about talks or tech. The event was not just about tech or talks.
Key Figures
- 385 participants
- More than 20 countries are represented by 48 speakers and contributors
- Seven innovation challenges addressed collectively
- 45 Sessions
- 25 student volunteers
- 15 F&B startups letting us taste the future
- 1.5 days for connection, learning and co-creation
Key insights from the Summit
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1. The new benchmark for hospitality innovations
The summit was a milestone in bringing together AI, sustainability and regeneration with human connection. It showed that innovation must be human-centric and purpose-driven. Participants stressed the importance of going beyond efficiency to achieve meaningful transformation. -
From knowledge exchange to co-creation in real time
The summit was more than just a series or talks. It was a space for activation – a lab in which diverse minds came together to tackle pressing issues, such as regenerative tourism, circular luxury, and AI in the guest experience. The summit was a demonstration of collective intelligence. -
Collaboration as a catalyst for system change
Open Innovation was not just a buzzword but a practice that fostered relationships. All participants, including students, panelists and startup founders were invited to collaborate, connect dots and contribute. Participants reported that they were able to experience true collaboration, regardless of their age, industry or background. -
The power to be present: Hearts, Minds, and Hands
Participants embraced the notion that innovation wasn’t just about technology and metrics. It was also about the embodied experience of slowing down in order to accelerate, and nurturing a sustainable mindset. -
The future is “AND” – not “either/or”
One thing that keeps coming up: We must stop choosing extremes. Future is tech AND humans, healthy AND delicious and profitable AND impactful. This “integration mentality” is already changing the way leaders, educators, and startups reshape their strategies. -
The beginning of long-term movements
The summit was described by attendees as a starting point for something much larger – a place to learn, experiment and form alliances. The EHL Innovation Hub is not only a powerhouse of academics, but also a catalyst in regenerative innovation for hospitality, service food and travel.
