Good Service Is No Longer Enough | Christophe Sadonès, World of CS

Let me start with a dangerous question.
What if being good at hospitality is no longer enough?
Today every hotel says the same thing: great service, personalized experience, attention to detail.
But when was the last time you walked into a hotel and something truly surprised you? Not satisfied you. Surprised you.
Here's the uncomfortable truth: Good service has become the minimum requirement.
For 30 years I've worked in luxury hospitality and retail. From opening Park Hyatt Shanghai to leading Louis Vuitton in China. And I noticed something fascinating.
The brands that people remember don't simply serve guests. They create moments people tell stories about.
Most companies say they want extraordinary service. Yet they design systems that only deliver average.
Training manuals. Standard operating procedures. Service checklists. All designed to avoid mistakes. But not to create magic.
Why isn't there a formula to create magic?
Are we managing hospitality or are we engineering memories?
In luxury today, the real differentiator is not the product. It's the emotion.
You can have the most beautiful hotel in the world. The best architecture. The finest linens. The most expensive marble. But if the guest feels nothing, that's just a building.
Luxury today is not about perfection. It's about surprise.
And surprise only happens when you go beyond expectations. Not slightly beyond. Radically beyond.
Are you satisfying guests or surprising them?
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