Global Luxury Hotel Trends Part 2 with Emily Goldfischer and Marlene Poynder

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Luxury hotels don’t win by doing more. They win by noticing more and by building teams with the time and confidence to act on what they see.

In this episode, we’re joined by Emily Goldfischer, founder of Hertelier, and Marlene Poynder, Managing Director of The Carlyle, A Rosewood Hotel in New York City. Emily shares the inspiration behind Hertelier, a platform dedicated to elevating women in hospitality leadership, and highlights a striking industry reality: just 19% of Forbes Travel Guide hotels and related companies are led by women. Drawing from her work interviewing leaders across the industry, she unpacks what truly drives advancement, what barriers still exist, and why better systems, not just resilience are key to change.

Marlene brings the perspective of leading one of the world’s most iconic luxury hotels while evolving it for a new generation of guests. From multigenerational travel to longer stays, she explains why today’s luxury traveler values thoughtful, personal touches over grand gestures—and how cultivating a strong local community in New York has become a powerful driver of loyalty and referrals.

The conversation also explores the role of technology and AI in luxury hospitality. The takeaway is clear: the goal isn’t to replace human connection, but to enhance it. From improving responsiveness to capturing guest preferences more effectively and even rethinking how leadership spends time, Emily and Marlene share practical ways hotels can use technology to elevate service while keeping it deeply personal.

Together, this episode offers a thoughtful look at leadership, culture, and the future of luxury hospitality, grounded in real-world experience from two leaders shaping the industry.

Thanks to GuestOS.ai for sponsoring this series!

👉 Global Luxury Hotel Trends Part 2

🔥 Special Thanks to our Season 7 Title Sponsors for their Support: Bokun, Civitatis, Intrepid, Kaptio, Propellic and Protect Group

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