The new luxury: empathy and humanity

In an era marked by generative AI, digital transformation, and dynamic consumer values, the true differentiator in hospitality and luxury isn’t just sleek technology or cutting-edge processes, it’s the human touch. While operational efficiency remains essential, the future’s most impactful leaders in our industry will excel in soft skills: emotional intelligence, empathy, adaptability, and communication.
Recent research supports this shift. The World Economic Forum’s Future of Jobs Report 2023 highlights that despite rapid technological change, employers now prioritize soft skills, cognitive and social abilities that resist automation. Dynamic context, complex problems, and evolving guest expectations all require the uniquely human capacity to learn, adapt, and connect. In hospitality and luxury, soft skills are more than a ‘nice to have’, they’re mission- critical. They begin with humility : the ability to adopt a stance of openness and “not-knowing,” which fosters deep listening, genuine curiosity, and more inclusive
leadership. Graduates of hotel and luxury management programmes like those at Glion are immersed in training not only in finance or operations, but in emotional intelligence, cross-cultural communication, negotiation, and leadership. This blend of technical and interpersonal education prepares them for roles that demand both meticulous execution and heartfelt service. Take Gen Z: Deloitte reports that 74 % of Gen Z and 77 % of millennials expect generative AI to impact their work within the next year, and they view soft skills as more vital than ever. These emerging professionals don’t just seek functional skills :
they want purpose, belonging, mentorship, and well-being in the workplace too. In hospitality and luxury, delivering meaningful human connections is the very core of our promise.
Luxury is also undergoing a generational transformation. Even before 2025, digital-native Gen Z - expected to represent 10–15 % of the luxury market by now - brings new expectations around sustainability, authenticity, and values-led leadership. Luxury leaders must now lead with conviction, cultural fluency, and transparency. Qualities that come alive through sophisticated soft skills. While technology automates routine tasks (like mobile check-ins or AI-recommended services), it’s the human who anticipates a guest’s mood, resolves tensions, or offers heartfelt recognition. AI can enhance operational efficiency, but true differentiation depends on the “hospitality vibes” humans bring. As new generations enter the
workforce, it’s the balance between tech and emotional connection that will spell success.
How should we prepare these future leaders?
1. Embed soft skills deliberately, not incidentally. Curriculum frameworks at top institutions increasingly include emotional intelligence, negotiation, and INTERNAL - RESTRICTED conflict resolution modules alongside commercial training. Practice and real- world internships, not just theory, anchor these skills in daily behaviour.
2. Foster lifelong learning mindsets. The WEF reports that by 2030, 39 % of core skills will change, underscoring the need for continuous reskilling and metacognitive agility. Emotional intelligence isn’t fixed; it grows through ongoing reflection and feedback loops.
3. Support mentorship and purposeful leadership. Gen Z and millennials are learning-focused yet driven by well-being and meaning. They seek leaders who invest in their development, mentors who not only delegate tasks, but inspire purpose and personal growth.
4. Champion human-first innovation. Luxury brands and hospitality operators must leverage AI and sustainability initiatives to free up time and bandwidth for highimpact, human-centred interactions—whether crafting a bespoke guest itinerary or leading an inclusive team emerging from hybrid work trends.
The future belongs to leaders who can harness both datadriven insight and emotional nuance. Equally important is self-awareness, the ability to recognise one’s internal compass and act with intention rather than reactivity. As the industry grapples with automation, global diversity, and evolving consumer values, it is those with the power of empathy, influence, and ethical conviction who will redefine hospitality and luxury in the next decade.
Ultimately, soft skills are not soft at all : they’re foundational. They foster trust, build culture, drive loyalty, and embed purpose. For the next generation of hospitality and luxury leaders, mastering soft skills will be the gateway. *Philippe Vignon, Managing Director, Glion Institute of Higher Education