Luxury Is Changing: What Matters Now According to Hotel Leaders in Las Vegas

Luxury hospitality is evolving fast — and the change showed up clearly at INSPIRE Luxury, hosted by the International Luxury Hotel Association, at Resorts World Las Vegas.

In this episode, Glenn Haussman talks with Robert Reitknecht about what luxury means today, how leaders create real connection, and why authenticity beats scripted service every time.

Robert shares how engaging frontline teams creates stronger guest memories, why service should start long before arrival, and how hotels can move away from performative gestures toward experiences guests actually remember.

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What we cover:

🏨: The modern definition of luxury beyond opulence

👥: Why frontline engagement equals guest loyalty

🎯: How service cues shape lasting memories

🧠: Recruiting and training for authenticity

✨: Why “progress over perfection” matters in luxury 📖: Turning hotel stays into stories guests retell

Your turn:

Do you think luxury today is more about service or experience — and why?