EHL Innovation Rewind: Rainer Stampfer on AI, Personalization, and the Human Contact at 4 Seasons

Throughout the EHL Open Innovation Summit in Lausanne, we sat down with Rainer Stampfer, President of World Operations, Accommodations and Resorts at 4 Seasons Accommodations and Resorts. Our dialog explored the rising function of synthetic intelligence in luxurious hospitality, the evolving expectations round personalization, and why the human component continues to be the final word marker of excellence in high-end service.

Which expertise or innovation do you suppose may have the largest impression over the following 5 to 10 years?
There’s numerous dialog about synthetic intelligence, and for good cause. We’re nonetheless in early levels, however the potential to allow our staff members is big. Our trade has not all the time been tech ahead. For a few years, funding and enterprise fashions have restricted innovation. However I consider we’re at a turning level. We’re lastly in a spot the place we are able to transfer quicker. The combination of AI helps us break down silos and produce methods collectively. At present, our methods are nonetheless pretty fragmented, which makes it tough for groups to make use of expertise successfully. The chance now’s to converge these methods in a approach that allows our folks to serve prospects higher. That’s the actual transformation.

In luxurious, there may be numerous discuss hyper-personalization. Do you suppose it is going to be seen as a real differentiator or simply establishment? And is there a line that shouldn’t be crossed?
There’s all the time a line to not cross. However first, let me say that in luxurious hospitality, we have now all the time talked about personalization. I might argue the trade has not achieved a very good job at it. Traditionally, personalization has trusted particular person staff members. We’ve got given them a framework, some assist, however actually it has been as much as them. If in case you have the best folks, it really works. However structurally and systematically, we have now not enabled it nicely. Know-how now permits us to do this higher. How we apply and execute it’ll make the distinction. Will it’s successful? Will it really feel like an excessive amount of? That depends upon execution. Personalization nonetheless requires human judgment. It must be contextual. It can’t be scripted. It has to indicate that we care.

In a world of more and more synthetic experiences, do you suppose the human component will change into the final word luxurious?
Sure, completely. In luxurious hospitality, all of it comes again to human connection. Socialization, actual interplay, that’s the essence. I have no idea if luxurious is the proper phrase, however it’s definitely how we label it. Should you have a look at different segments, transactional or decrease service tiers, the client won’t count on and even need a human interplay. However in luxurious, human engagement will all the time be the important thing differentiator. It’s what defines how nicely we ship. And it justifies the worth. So sure, people are nonetheless the frequent denominator of hospitality on the prime finish.

You might be a part of a globally acknowledged model with deep legacy. How do you keep agile on this fast-moving world of tech?
I might really not name 4 Seasons a Goliath. We’re pleased with the model and its energy, however we’re nonetheless a small firm. We function 133 accommodations, 56 non-public residences, and we’re constructing a yacht. The model is powerful and trusted, 64 years outdated, however we’re a centered group. We all know each other. We’ve got robust tenure throughout the staff. And our focus is laser sharp. Everybody talks about the identical themes in hospitality at this time, however the distinction is in how nicely you ship. Focus and enablement make that attainable. We serve a particular buyer with constant expectations, and we ship that throughout 50 nations. In a sea of sameness, that readability performs in our favor.

Concerning the EHL Open Innovation Summit 2025

This interview was recorded throughout the EHL Open Innovation Summit in Lausanne, the place Hospitality Web joined as official media accomplice.

The occasion introduced collectively a world mixture of thinkers and doers to discover the way forward for hospitality, meals, and journey by open innovation. What made it particular was the combo of concepts, codecs, and other people. It was not solely about tech or talks. It was additionally about folks exhibiting up, working collectively, and sharing power in actual time.

Key Figures

• 385 members
• 48 audio system and contributors from greater than 20 nations
• 7 innovation challenges collectively addressed
• 45 classes
• 25 scholar volunteers
• 15 F&B startups letting us style the long run
• 1.5 days of connection, studying, and co-creation

Key Insights from the Summit

1. 1. A brand new benchmark for hospitality innovation
   The summit set a brand new commonplace by weaving collectively AI, sustainability, regeneration, and human connection – exhibiting that innovation in hospitality, luxurious and meals should be holistic, human-centric, and purpose-driven. Contributors repeatedly highlighted the necessity to transcend effectivity and into significant transformation.
2. From information change to real-time co-creation
   Greater than only a sequence of talks, the summit was an activation house – a residing lab the place various minds labored collectively on urgent challenges, from regenerative tourism to round luxurious to AI in visitor expertise. It was a showcase of collective intelligence in movement.
3. Collaboration because the engine of methods change
   Open Innovation got here alive not as a buzzword, however as a relational apply. From panelists to college students, from world explorers to startup founders, everybody was invited to co-create, join dots, and contribute. Contributors repeatedly mentioned they skilled true collaboration throughout boundaries, trade, sector, age, and background.
4. The facility of presence: hearts, minds, and palms
   Whether or not strolling within the forest, portray collectively, or debating future methods, attendees embraced the concept innovation isn’t solely about tech and metrics – it’s additionally about embodied expertise, slowing down to hurry up, and nurturing a regenerative mindset.
5. The long run is “AND” – not “both/or”
   A recurring takeaway: we should cease selecting between extremes. The long run is tech AND human, wholesome AND scrumptious, worthwhile AND impactful. This “integration mindset” is already informing how leaders, startups, and educators current are reshaping their methods.
6. The start of a long-term motion
   Attendees described the summit as the beginning of one thing a lot greater – a platform for experimentation, studying, and alliance-building. The EHL Innovation Hub was acknowledged not solely as an instructional powerhouse, however as a real catalyst for regenerative innovation throughout hospitality, service, meals, and journey.