LEADER - KURT MACHER, GENERAL MANAGER, SHANGRI-LA THE SHARD, LONDON: "DIVERSITY IS ABOUT CREATING A RICHER HOSPITALITY EXPERIENCE FOR EVERYONE" (United Kingdom)
Against the backdrop of ILTM Cannes 2024's vibrant atmosphere, Kurt Macher's convictions and passion shine through during our conversation.
LEADER - KURT MACHER, GENERAL MANAGER, SHANGRI-LA THE SHARD, LONDON: "DIVERSITY IS ABOUT CREATING A RICHER HOSPITALITY EXPERIENCE FOR EVERYONE" (United Kingdom)
Against the backdrop of ILTM Cannes 2024's vibrant atmosphere, Kurt Macher's convictions and passion shine through during our conversation.
Originally from a small town in Austria, Kurt Macher's 31-year hospitality career spans an impressive portfolio of luxury brands, including The Peninsula Group, Four Seasons Hotels and Resorts, Pan Pacific Hotels, and Swiss Hotels.
During the latest edition of ILTM, Kurt shares insights from his remarkable three-decade journey in luxury hospitality, punctuated by thoughtful reflections on luxury and inclusivity.
For the past five years, he’s been the General Manager of Shangri-La The Shard, London, and for the past two years, Area Manager for both the London and Paris properties. He builds his leadership from his wealth of global experience - gathered across Europe, Asia, North America, the Caribbean, and the Middle East - to one of London's most iconic properties. Under his leadership, the hotel has continued to redefine luxury hospitality in the British capital, offering unparalleled views and experiences from Western Europe's tallest building.
Journal des Palaces: How do you approach the daily operations of such an iconic property?
Kurt Macher: My philosophy centres on hands-on leadership and maintaining a strong connection with both guests and staff. Every morning begins with an operations meeting where we discuss arrivals, departures, and guest feedback – it's crucial for aligning our team's focus for the day. I believe in leading by example, so you might find me making beds with housekeeping or supporting other departments when needed. This helps maintain our high standards while fostering a collaborative environment.
The key to success in luxury hospitality isn't just about managing from above; it's about understanding every aspect of the operation first-hand.
What makes Shangri-La The Shard unique in London's competitive luxury hotel landscape?
Our location in The Shard provides something truly unique – unparalleled views of London from every angle. But what really sets us apart is how we combine these spectacular views with genuine hospitality. Take our Sky Pool on level 52, for instance. Swimming while overlooking St Paul's Cathedral and the Houses of Parliament creates an unforgettable experience. Even our public spaces offer unexpected surprises – the men's restroom on level 34 has become famous for offering one of the best views of London's skyline! These unique features, combined with our heartfelt genuine service – create a distinctive luxury experience that can't be replicated elsewhere in London.
How do you ensure guests make the most of both the hotel and its location?
Our location is a perfect starting point for experiencing London's cultural heart. We're moments away from Borough Market, where guests can start their day with a perfect latte from Monmouth Coffee. The hotel's proximity to landmarks like the Tate Modern and Shakespeare's Globe Theatre allows guests to immerse themselves in London's rich cultural scene.
Within the hotel, we've crafted experiences that complement these local attractions – our Alpine Afternoon Tea at TĪNG Lounge, for example, paid homage to my Austrian heritage with traditional pastries like Black Forest Gateau and Sachertorte. As day turns to night, GŎNG bar offers some of the city's most spectacular sunset views alongside creative cocktails and Asian-inspired cuisine.
What role does cultural diversity play in your management approach?
Having worked across four continents, I've learned that diversity isn't just about different nationalities – it's about bringing various perspectives and experiences together. My journey from starting as a chef, to managing one of London's most prestigious hotels has taught me the value of understanding different roles and cultural viewpoints.
This background helps me connect with our international guests and diverse team. We strive to create an environment where different cultural influences enhance our service offering, whether it's through our culinary experiences or our approach to guest interactions.
How does Shangri-La The Shard approach LGBTQ+ inclusion and diversity?
Diversity and inclusion are fundamental to our identity at Shangri-La The Shard, London. We've prioritised creating an environment where everyone feels welcome and celebrated, regardless of who they are or who they love.
This commitment goes beyond just flying the Pride flag – it's embedded in our hiring practices, training programs, and guest services. We actively participate in Pride celebrations and have developed partnerships with LGBTQ+ organisations throughout London. What makes me particularly proud is seeing how this inclusive culture positively impacts both our team members and guests. When someone can bring their authentic self to work or feel completely at ease during their stay, that's when we know we're succeeding.
This commitment has also helped us attract diverse talent, enriching our guest experience with different perspectives and ideas. Diversity isn't just about meeting quotas; it's about creating a richer, more vibrant hospitality experience for everyone.
How do you balance maintaining traditional luxury standards with modern guest expectations?
Today's luxury travellers seek a perfect blend of classic service excellence and contemporary conveniences. We've integrated modern technology – like our high-tech TOTO toilets and state-of-the-art gym equipment – while maintaining the personal touch that defines luxury hospitality. The majority of our rooms feature a bathtub with a view, offering a traditional luxury experience enhanced by our unique setting. But what remains constant is our commitment to anticipatory service and attention to detail. Whether a guest is enjoying our Afternoon Tea or watching the sunset from GŎNG, we ensure that every moment is memorable. The key is to evolve with guest preferences while never compromising on the foundational elements of luxury hospitality – personalisation, attention to detail, and exceptional service.
How do you see the differences between luxury hospitality in London and Paris, particularly regarding cultural approaches?
London stands out as being more progressive, particularly in areas of diversity, inclusion, and health initiatives. While Paris is evolving, the pace of change is different due to cultural distinctions. We're working to influence positive changes in Paris, such as expanding their involvement in Breast Cancer Awareness Month and Pride celebrations initiatives. Looking ahead to 2025, we anticipate seeing more unique experiences and inclusive programming in Paris, though it requires patience and understanding of the cultural context.
What advice would you give to someone considering a career in luxury hospitality?
Hospitality is an extraordinary industry that teaches invaluable life skills. You learn to be agile while developing a deep understanding of psychology and human behaviour – from managing diverse teams to caring for guests from various backgrounds. Speaking from personal experience, coming from a village of 800 people, this industry has shaped who I am today and allowed me to build friendships with people from different cultures and religions worldwide. What's particularly appealing about hospitality is its versatility – whether you're interested in accounting, marketing, sales, operations, rooms division, or F&B, there's a role for everyone, regardless of your personality type. It's transformed from just a job into a lifestyle for me, offering opportunities to meet remarkable people, including celebrities, that I would never have encountered otherwise.
How has Brexit impacted London's luxury hospitality landscape?
The most significant change has been in talent acquisition. Previously, we had access to a wider labour pool from the European Union, which benefited UK hotels and British professionals who could easily work across Europe. With numerous hotel openings in London each year, the pool of experienced five-star hospitality professionals continues to shrink. We've adapted by hiring people from other industries, focusing on great attitudes and providing comprehensive skills training. This shift has led us to expand our human resources department to handle increased recruitment needs, staff engagement activities, and training programs.
A lover of human interactions, Sonia started her journalism career in various media outlets before moving to London and shifting to the digital industry. Listening to her calling, she's picking up her pen to share the passion and ambitions of luxury hospitality.
