During the EHL Open Innovation Summit in Lausanne, we sat down with Rainer Stampfer, President of Global Operations, Hotels and Resorts at Four Seasons Hotels and Resorts. Our conversation explored the growing role of artificial intelligence in luxury hospitality, the evolving expectations around personalization, and why the human element continues to be the ultimate marker of excellence in high-end service.
Which technology or innovation do you think will have the biggest impact over the next 5 to 10 years?
There is a lot of conversation about artificial intelligence, and for good reason. We are still in early stages, but the potential to enable our team members is enormous. Our industry has not always been tech forward. For many years, funding and business models have limited innovation. But I believe we are at a turning point. We are finally in a place where we can move faster. The integration of AI is helping us break down silos and bring systems together. Today, our systems are still fairly fragmented, which makes it difficult for teams to use technology effectively. The opportunity now is to converge those systems in a way that enables our people to serve customers better. That is the real transformation.
In luxury, there is a lot of talk about hyper-personalization. Do you think it will be seen as a true differentiator or just status quo? And is there a line that should not be crossed?
There is always a line not to cross. But first, let me say that in luxury hospitality, we have always talked about personalization. I would argue the industry has not done a particularly good job at it. Historically, personalization has depended on individual team members. We have given them a framework, some support, but really it has been up to them. If you have the right people, it works. But structurally and systematically, we have not enabled it well. Technology now allows us to do that better. How we apply and execute it will make the difference. Will it be a success? Will it feel like too much? That depends on execution. Personalization still requires human judgment. It has to be contextual. It cannot be scripted. It has to show that we care.
In a world of increasingly artificial experiences, do you think the human element will become the ultimate luxury?
Yes, absolutely. In luxury hospitality, it all comes back to human connection. Socialization, real interaction, that is the essence. I do not know if luxury is the perfect word, but it is certainly how we label it. If you look at other segments, transactional or lower service tiers, the customer might not expect or even want a human interaction. But in luxury, human engagement will always be the key differentiator. It is what defines how well we deliver. And it justifies the value. So yes, humans are still the common denominator of hospitality at the top end.
You are part of a globally recognized brand with deep legacy. How do you stay agile in this fast-moving world of tech?
I would actually not call Four Seasons a Goliath. We are proud of the brand and its strength, but we are still a small company. We operate 133 hotels, 56 private residences, and we are building a yacht. The brand is strong and trusted, 64 years old, but we are a focused organization. We know one another. We have strong tenure across the team. And our concentration is laser sharp. Everyone talks about the same themes in hospitality today, but the difference is in how well you deliver. Focus and enablement make that possible. We serve a specific customer with consistent expectations, and we deliver that across 50 countries. In a sea of sameness, that clarity plays in our favor.
About the EHL Open Innovation Summit 2025
This interview was recorded during the EHL Open Innovation Summit in Lausanne, where Hospitality Net joined as official media partner.
The event brought together a global mix of thinkers and doers to explore the future of hospitality, food, and travel through open innovation. What made it special was the mix of ideas, formats, and people. It was not only about tech or talks. It was also about people showing up, working together, and sharing energy in real time.
Key Figures
- 385 participants
- 48 speakers and contributors from more than 20 countries
- 7 innovation challenges collectively addressed
- 45 sessions
- 25 student volunteers
- 15 F&B startups letting us taste the future
- 1.5 days of connection, learning, and co-creation
Key Insights from the Summit
- 1. A new benchmark for hospitality innovation
The summit set a new standard by weaving together AI, sustainability, regeneration, and human connection – showing that innovation in hospitality, luxury and food must be holistic, human-centric, and purpose-driven. Participants repeatedly highlighted the need to go beyond efficiency and into meaningful transformation. - From knowledge exchange to real-time co-creation
More than just a series of talks, the summit was an activation space – a living lab where diverse minds worked together on pressing challenges, from regenerative tourism to circular luxury to AI in guest experience. It was a showcase of collective intelligence in motion. - Collaboration as the engine of systems change
Open Innovation came alive not as a buzzword, but as a relational practice. From panelists to students, from global explorers to startup founders, everyone was invited to co-create, connect dots, and contribute. Participants repeatedly said they experienced true collaboration across boundaries, industry, sector, age, and background. - The power of presence: hearts, minds, and hands
Whether walking in the forest, painting together, or debating future systems, attendees embraced the idea that innovation isn’t only about tech and metrics – it’s also about embodied experience, slowing down to speed up, and nurturing a regenerative mindset. - The future is “AND” – not “either/or”
A recurring takeaway: we must stop choosing between extremes. The future is tech AND human, healthy AND delicious, profitable AND impactful. This “integration mindset” is already informing how leaders, startups, and educators present are reshaping their strategies. - The beginning of a long-term movement
Attendees described the summit as the start of something much bigger – a platform for experimentation, learning, and alliance-building. The EHL Innovation Hub was recognized not only as an academic powerhouse, but as a true catalyst for regenerative innovation across hospitality, service, food, and travel.
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