Three Key Strategies for Leaders: Redefining Luxury and Elevating Hospitality Excellence
Luxury in hospitality has always been about delivering exceptional experiences, but today’s industry demands innovation alongside tradition. Leaders must balance timeless elegance with modern expectations, creating environments that captivate discerning guests. Insights from George Poll, restaurateur and entrepreneur; Kate Buhler, founder of Profitable to Train; and Luigi Romaniello, Managing Director of the Waldorf Astoria New York, illuminate three essential strategies for redefining luxury and achieving excellence.
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George Poll, a Boston University School of Hospitality Dean’s Advisory Board Member, has over 30 years of experience as a restaurateur, building a distinguished portfolio of beloved dining establishments alongside his brother, Gillis Poll. With a foundation in their family’s New York City food service business dating back to the 1920s, the Poll brothers have created acclaimed restaurants like Bryant & Cooper Steakhouse, Hendrick’s Tavern, and Toku Modern Asian. Renowned for their high standards, attention to detail, and warm hospitality, George continues to deliver exceptional dining experiences characterized by quality and atmosphere. |
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Originally from Rome, Luigi Romaniello brings over three decades of global hospitality leadership experience, specializing in hotel openings, renovations, and delivering world-class guest experiences. Now Managing Director at Waldorf Astoria New York, Romaniello is spearheading the brand’s next chapter by overseeing its $1 billion restoration and reimagining its legendary service. Fluent in Italian and English, he has previously led prestigious projects with Rosewood Hotels and The Plaza, exemplifying a deep commitment to innovation and luxury. |
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Kate Buhler, founder of Profitable to Train®, is a luxury hospitality consultant with over 35 years of experience, including key roles at Four Seasons and Peninsula Hotels. She specializes in improving both job satisfaction and profitability by aligning employees’ roles with organizational goals. Author of Inhospitable: Lessons Learned from a Lifetime in Service, Kate has trained teams worldwide, offering expertise in multicultural environments and inspiring service excellence. Her holistic approach to training ensures intuitive, seamless service that delights even the most discerning clients. |