10 Questions With...Kurt Macher

For February's issue of VANITY MIRROR, we're handing the reins to Kurt Macher, Area General Manager, Operations - Paris & London for Shangri-La, The Shard and Shangri-La Paris. In 10 questions, Kurt imparts some seriously valuable hospitality know-how highlighting key trends, challenges, and indispensible advice to those just starting out.

Over to Kurt to tell all...

1. Describe Shangri-La, The Shard in three words.

Our hotel within the clouds is vibrant, soulful, and immersive.

2. What trends are shaping the future of the industry?

The hospitality industry is constantly evolving, but three key trends are shaping its future:

• Experiential travel has become a priority for today’s guests. Travelers no longer seek just a place to stay; they want unique, destination-driven experiences that immerse them in local culture, cuisine, and storytelling. Hotels that can craft these personalized journeys are redefining luxury hospitality.
• Sustainability isn't an option - it’s an expectation. Guests are increasingly conscious of their environmental footprint and seek accommodations that integrate sustainable practices, from reducing single-use plastics to sourcing ingredients responsibly. The industry must continue to innovate to meet these expectations while maintaining exceptional service.
• Mindful wellness is at the forefront of luxury hospitality. Guests are prioritizing well-being more than ever, seeking experiences that enhance both physical and mental health. This extends beyond traditional spa treatments to elements such as sleep-enhancing amenities, fitness programs, and curated in-room wellness experiences.

3. How do you ensure your hotel stands out from the crowd?

In a city as dynamic as London, standing out requires constant innovation and creativity. One of the ways we achieve this is through strategic collaborations that bring fresh, exciting experiences to our guests. Whether it's partnering with luxury brands like Jo Loves to enhance our sensory offerings or working with artists and designers to create captivating installations, we always strive to offer something unique.

We also ensure that there is always a story to tell. From seasonal afternoon teas to immersive dining experiences and ever-evolving lobby decorations, we continually refresh our offerings to surprise and delight guests. This commitment to creativity and innovation allows us to bring a sense of excitement to every stay, ensuring guests leave with unforgettable memories.

4. What are the biggest challenges currently facing the hotel industry?

The hospitality industry is facing several significant challenges that require adaptability and strategic thinking.

• Labour shortages remain one of the most pressing concerns. Attracting and retaining skilled professionals in the industry is becoming increasingly difficult, making it essential to invest in talent development and career growth opportunities.
• Rising operating costs - including utilities and fixed expenses - are putting pressure on businesses to find more efficient ways to maintain high service standards without compromising on guest experience.
• Supply chain disruptions are affecting the availability and cost of goods, from food and beverage supplies to hotel amenities. Navigating these fluctuations requires strong supplier relationships and a flexible approach to sourcing.
• The increasing number of hotels opening in key markets means greater competition. While this offers guests more choices, it also raises the challenge of differentiation. Hotels need to stay ahead by offering unique experiences and fostering strong brand loyalty.
• Staffing constraints are a growing concern, as the demand for hospitality professionals outpaces supply. With more hotels opening, the need for skilled personnel is greater than ever, making recruitment and retention key priorities.

5. What role do guest amenities play in the overall experience?

Guest amenities play a crucial role in shaping the overall hotel experience, elevating a stay from ordinary to exceptional. Thoughtfully curated amenities create a sense of indulgence and comfort, enhancing the guest journey in ways that are both subtle and memorable.

Scent, in particular, is a powerful element in hospitality. A beautifully fragranced space can evoke emotions, create lasting memories, and set the tone for relaxation. Our partnership with Jo Loves allows us to incorporate exquisite fragrances that enhance the ambiance of our rooms and public spaces.

The bath experience is another aspect that transforms a stay into a wellness retreat. Carefully selected bath products can promote relaxation, improve sleep quality, and provide a moment of self-care for our guests. By engaging multiple senses - sight, scent, and touch - our amenities contribute to a holistic and immersive experience.

6. What exciting plans are in store for 2025?

2025 will be an exciting year for us, with many new initiatives set to enhance our guest experience. One of the key highlights is our ‘Love’ program, designed to foster deeper connections with our guests and the local community. Through meaningful collaborations, unique events, and innovative offerings, we aim to create an atmosphere that feels both luxurious and deeply personal.

Beyond this, we have a full calendar of new experiences, partnerships, and activations that will continue to redefine hospitality. From exclusive dining concepts to immersive cultural experiences, we are constantly pushing the boundaries to offer something extraordinary.

7. What's been your most memorable moment as a General Manager?

One of my most memorable moments was receiving the Most OutThere Champion award by OutThere, which recognised our efforts in giving back to the community. Hospitality is about more than just service - it’s about creating a positive impact, and this award was a proud moment that highlighted our commitment to making a difference.

Another defining moment was leading the hotel through the challenges of COVID-19. It was an incredibly uncertain time, but we found ways to keep the hotel operational, maintain a strong sense of community among our team, and retain as many staff members as possible. Out of hardship came resilience and creativity, and that experience reinforced my belief that hospitality is ultimately about people - our guests, our teams, and the communities we serve.

8. What was your journey to becoming a General Manager?

My journey began in the kitchen as an apprentice chef, before transitioning to front-of-house roles. This hands-on experience gave me a deep appreciation for every aspect of hospitality, from culinary craftsmanship to guest service.

Over the years, I had the opportunity to work across four continents, gaining valuable insights from diverse cultures and hospitality styles. I honed my leadership skills in Switzerland, France, Dubai, the Caribbean, the United States of America, and Asia, working with some of the most prestigious luxury brands in the world. These experiences shaped my approach to hospitality - focusing on excellence, innovation, and creating emotional connections with guests.

9. Apart from your own, what hotels have your seal of approval?

Two hotels stand out to me for their exceptional approach to hospitality:

• Forsthofgut in Austria is an incredible wellness retreat set in the Alps. The way they blend architecture with nature, combined with their unique wellness programming, makes it a truly special place. Their ability to create a holistic experience that balances luxury and sustainability is remarkable.
• Estelle Manor in the UK is a fantastic example of understated opulence. It offers a refined yet modern country retreat, providing an escape from London’s fast pace while maintaining impeccable service and exceptional dining. Walking into Estelle Manor feels like stepping into another era, yet with all the comforts of today’s luxury hospitality.

10. What’s your most valuable advice for anyone pursuing a career in hospitality?

The best advice I can give is to be patient and put in the hard work. Success in hospitality doesn’t happen overnight - it takes years of dedication, learning, and hands-on experience to truly master the craft.

I also encourage young professionals to avoid changing jobs too frequently. It takes time to build expertise, develop relationships, and grow within an organization. Longevity in a role allows you to make a meaningful impact and gain a deeper understanding of what it takes to lead.

Above all, passion is key. Hospitality is more than just a job - it’s a lifestyle. When you approach it with passion and dedication, it becomes one of the most rewarding careers, filled with opportunities to connect with people, create memorable experiences, and make a lasting impact.

You can book the Love is in the Air Afternoon Tea in collaboration with Jo Loves here until 31st May.

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