5 Minutes with Filip Boyen

This time we have the enormous privilege to welcome Filip Boyen, a distinguished leader in the luxury hospitality industry, to “5 Minutes With…”

With a career spanning over three decades, Filip Boyen has left an indelible mark on the global hospitality landscape.

Currently private consultant to various key players and projects in the luxury tourism field such as Corinthia Hotels and La Dolce Vita Trains by Orient Express, previously Filip has served as CEO and Global Ambassador of Forbes Travel Guide, before joining Forbes in 2018, he was the CEO of Small Luxury Hotels of the World, overseeing a portfolio of over 520 exceptional independent hotels across 80 countries.

Prior to his role at SLH, Filip spent 18 years with Orient-Express (nowadays Belmond, hotels and luxury trains), where he became Executive Vice President and COO, overseeing the company’s operations across Africa, Australia, and Latin America.

Dear Filip, it’s great to have you with us! Presently what’s your favourite holiday destination?

Istanbul.

An upcoming destination you would like to visit.

The South Coast of Albania, the next big thing in the mediterranean. It has so much potential with its natural beauty, it’s UNESCO heritage sites, wonderful beaches, crystal clear waters and amazing people. The first luxury, responsible developments are taking shape as we speak.

Favourite standalone hotel? Favourite hotel chain worldwide?

The Botanic Sanctuary in Antwerp, A Leading Hotel of the World, and a unique culinary offering with 3 Michelin starred restaurants. My favourite Hotel group: The Maybourne Collection.

A Suite that did lived up to the hype?

Suite 301 at the Raffles the Palm in Dubai. I received an amazing, super personalised welcome there. Even the slippers had my initials on them. The butler service was one of the best I have ever received. Ever present but not over pampering, gracious and thoughtful service.

A hotelier/hotel company that has impressed you by service consistency over your Hospitality career?

Even though a few luxury hotel brands are catching up fast I feel it is still the people culture at Four Seasons that leads the way. Their consistency in service excellence over the years has been nothing short of amazing.

Your definition of true luxury, how do you see the industry shaping up and reinventing itself?

In luxury hospitality, we are not competing for product. The physical aspects of a luxury hotel are expected by our guests, but they can be bought. Thousands of hotels have wonderful rooms, bathrooms, beds, linen, etc., but sometimes we forget that our high-end clients enjoy all these amenities already in their own homes. We are competing for people, how our employees make our clients feel and how they care for them. It is the consistent delivery of unique touches and moments that create the emotional connection with our guests and that will translate into true loyalty over time.

With so many copycats around, how can a hotelier/hotel differentiate from the rest of the bunch?

Hotels can differentiate by encouraging their employees to be their authentic selves. To empower them rather than trying to control them. To lead and inspire them rather than manage them. This will develop their sense of self-esteem and confidence. Two crucial qualities needed to achieve service excellence.

How do you see the role and value that a Travel Agent can bring to the table nowadays?

First of all, good travel advisors possess a world of product knowledge acquired by experiencing the properties and destinations they sell. Clients value that knowledge and, therefore, trust and appreciate the expert advice they are given. Travel advisors have your back. In a world of flight delays, cancellations and disruptions it is invaluable to have the professional support to find solutions when your trip does not go as planned.

A recommendation you would like to share with both hoteliers and travel trade professionals.

Here is a quote from Horst Schulze, one of the founders of Ritz Carlton: ‘Purpose is the heart of our business. Profit is the applause we get for creating a motivating work environment so that our employees will take care of our guests’.

Favourite restaurant?

ABC Kitchen at the Emory in London.

Are you a cocktail or a wine soul?

Cocktails any time. All-time favourite: A classical Negroni.

A trip you cannot forget.

Myanmar when it was still called Burma. The best ever hot air balloon flight over Bagan.

What is the difference between a good and a great Hotel?

I know when I am at a great hotel because every service interaction is as much enjoyed by the person delivering it as by the person receiving it.

Filip would like to thank you so much for your time and precious insights, and of course for your usual spontaneous and most loved honesty.

Can’t wait for our next traditional catch-up over a cigarette break.

See you soon!