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The Future of Hospitality By Hakan Ozel, Vice President Operations & General Manager, Shangri-La Dubai Foreword By Swati Anand, Director of Learning & Development Joy of Hosting
12
Joy of Excellence
15 26 29 38
Joy of Doing Good
Joy of Connection
Joy of Belonging
Joy of Learning
MARHABA
Q4, 2025
Hakan Ozel Vice President of Operations & General Manager, Shangri-La Dubai Key features include flexible digital and in-person check-in, mobile-based concierge services, smart room controls, on-demand housekeeping, and the use of AI and IoT to anticipate guest needs. Several factors are driving this shift. Millennials and Gen Z travelers value personalization, independence, and instant access, while advances in mobile technology and smart infrastructure make hybrid services feasible. Automation also helps hotels optimize labor costs by allowing staff to focus on high-value, guest- facing interactions. For guests, the hybrid model offers greater control, comfort, and customized experiences, while contactless options enhance privacy and safety. For hotels, it improves operational efficiency, provides valuable guest data, and positions properties as innovative and future-ready. However, successful implementation requires significant investment in technology, strong cybersecurity, and—critically—effective staff training. Technology must support, not replace, genuine hospitality. The future of luxury lies in integrating tradition with innovation. By maintaining a human touch while embracing digital tools, hybrid luxury hotels can deliver memorable, flexible, and relevant experiences. This model is not a trend, but the emerging standard for the future of hospitality. FUTURE OF HOSPITALITY The hospitality industry is experiencing a significant transformation driven by evolving guest expectations, technological innovation, and changing travel behaviors. One of the most influential developments shaping its future is the hybrid luxury hotel service model. This approach combines the high-touch, personalized service of traditional luxury hotels with the efficiency, flexibility, and autonomy of digital and self-service solutions. As guest preferences diversify, hotels that rely solely on either traditional service or full automation may struggle to remain competitive. Hybrid luxury hotels balance human interaction and technology, allowing guests to choose how they engage with services. Personalized, face-to-face service remains available, while contactless and digital options provide speed, privacy, and convenience.
Abridged version of article published in the Global Trend Monitor, January 2026 issue
LESS HISS, MORE GALLOP
New years have a way of making us dramatic. We declare resolutions with great conviction, new habits, new discipline, a new version of ourselves. And then, quite inevitably, life rearranges our plans. 2025, the Year of the Snake, did precisely that. It was not impressed by lofty declarations but swift adaptation. At Shangri-La Dubai, the energy and pace were unwavering. What became clear to me was this: resolutions are charming, but responsiveness is powerful. Perfection is less valuable than presence. Organisation and time management remain essential skills, of course, but only when paired with the wisdom to pivot, the composure to think clearly, and the humility to learn quickly. The Year of the Fire Horse canters in on 17th February, promising momentum, confidence, and a touch of daring. There are subtle signals in the wider world that the waters may get choppier. Global conversations intensify, and uncertainty lingers, and we would be wiser to be less concerned with promises and more assured in our ability to move with rhythm. After all, life is a dance, and one must learn the steps as the music changes. Happy 2026!
Swati Anand
MARHABA
Q4, 2025
Q4, 2025
MARHABA
MEDALLIA CHAMPIONS 2026
Mohamed Seoudi
Keith Ruhweza
Nikhil Naz
Karim Cadi
Lalla Zineb Ismaili
Khoda Rahm Farzaneh
Q4, 2025
MARHABA
MARHABA
Q4, 2025
Q4, 2025
MARHABA
OBSESS OVER CUSTOMER EXPERIENCE
In November, Ms. Camara, our valued long-stay guest, dined at Shang Palace with her father, who follows a strict gluten-free diet. When she requested Himalayan salt, which was not available at the time, Yang Xu, Supervisor – Shang Palace, responded with true Thoughtfulness and a genuine commitment to Obsessing Over Customer Experience. With approval from the Director of Food & Beverage, Yang took personal ownership, travelled to Dubai Mall, and purchased the Himalayan salt himself. He returned within 25 minutes, just as the main course was being served, and presented it to Ms. Camara and her father, who were deeply touched by the gesture. At the end of the meal, Ms. Camara thanked every Shang Palace colleague personally for the exceptional care she received. For the Shang Palace team, Ms. Camara is more than a guest; she is part of the Shangri-La family. Since her first visit in June, she has shared how much she appreciates our service and colleagues, often saying that Shangri-La Dubai is the only place she chooses to stay when in the city.
Q4, 2025
MARHABA
OBSESS OVER CUSTOMER EXPERIENCE
Mr. and Mrs. Virji were guests with special accessibility needs who quickly became a cherished part of our Horizon Family. From the moment they arrived with their two sons, Nikhil welcomed them warmly and ensured they were given a room close to the elevator and on the same floor as the lounge — a small but meaningful gesture for Mr. Virji, who uses a wheelchair, and Madam, who walks with crutches. He personally checked that everything was accessible, comfortable, and convenient.
This stay became a true reflection of one of our core beliefs: Obsess Over Customer Experience.
Every day, the Horizon Team took care of their dietary preferences, and their breakfasts were lovingly attended to by Imaya, Erika, Zora, and Janeth. Even after their sons left Dubai, the Virjis were never alone. Mr. Virji often stayed with us long after afternoon tea or happy hour had ended, chatting with the team as he worked. It felt less like guest and staff, and more like family. Their son and Madam often shared how relieved and happy they felt seeing the genuine care we provided. They told us that while Dubai is filled with luxury hotels and impressive buildings, it was the people of Shangri-La who made the real difference. “You care like our own children,” Madam said — the highest compliment we could receive. On the night before their departure, they visited the lounge one last time to thank us and say goodbye, promising to return on their next trip to Dubai. Before leaving, they sent a heartfelt message of appreciation, which meant so much to our team.
Mr. and Mrs. Virji will always be remembered fondly by the Horizon Club Lounge team, and we look forward to welcoming them back again.
JOY OF EXCELLENCE MARHABA
Q4, 2025
Q4, 2025
MARHABA
FOOD SAFETY
96.3%, reflecting excellence in operations. 1. 2.
HIGH AUDIT SCORE The hotel achieved an impressive external audit score of
GREEN FOOD SAFETY RATING Earned a Green Rating under the Shangri-La Food Safety Management System, ensuring best food safety practices.
3.
100% COMPLIANCE IN CRITICAL AREAS Achieved full compliance in personal hygiene, warewashing, and leadership training, demonstrating team commitment.
Q4, 2025
MARHABA
CPT Bronze Award for Internet Service
Q4, 2025
MARHABA
JOY
OF
DOING
GOOD
Q4, 2025
MARHABA
MARHABA
Q4, 2025
CULINARY workshop for EDSA mothers
Q4, 2025
MARHABA
Q4, 2025
MARHABA
GAMES FOR EDSA CHILDREN
Q4, 2025
MARHABA
Beach Clean up
Q4, 2025
MARHABA
E CO L E HÔT E L I È R E HELVÉTIQUE
(EHH) SCHOOL PRESENTATION AND TOUR
Q4, 2025
MARHABA
Q4, 2025
MARHABA
Dubai Run
PINK Breast Cancer Awareness Month MARHABA Q4, 2025
Fight together
Q4, 2025
MARHABA
Health Camp
Q4, 2025
MARHABA
NEW MANAGEMENT COLLEAGUES
Assistant Director of Business Development Nader Gueddich
Nikita Kencana Food & Beverage Sales Manager
Duy Phong Le Chef De Cuisine
Q4, 2025
MARHABA
NEW INTERNS
Naomi Gorman (Human Resources )
Yanis Schnider (F&B & Front Office)
Q4, 2025
MARHABA
JOY OF BELONGING
Q4, 2025
MARHABA
HALLOWEEN
Q4, 2025
MARHABA
Q4, 2025
MARHABA
Q4, 2025
MARHABA
Merry Christmas
WAVE DAY
Q4, 2025
MARHABA
ANNUAL COLLEAGUES PARTY
DINNER
COMPETE
NIGHT PARTY
DRINK | JOY | MUSIC
Q4, 2025
MARHABA
Q4, 2025
MARHABA
HAPPY
NATIONAL DAY UNITED ARAB EMIRATES
TOWNHALL & GLOBAL TOWNHALL
JOY OF LEARNING
Q4, 2025
MARHABA
LEADERSHIP TRANSFORMATION WORKSHOP MARHABA
Q4, 2025
Junior Leaders Program Graduates 2025
Q4, 2025
MARHABA
Emerging Leaders Program Graduates 2025
Q4, 2025
MARHABA
Q4, 2025
MARHABA
EMPOWERING LEADERSHIP
Q4, 2025
MARHABA
Orientation A Fresh Start to Your Journey
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