EHL Innovation Rewind: Rainer Stampfer on AI, Personalization, and the Human Touch at Four Seasons
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.
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