Recently honored among the TOP 100 Hotel General Managers of the World in 2024, Juan Carlos Reina, General Manager of Dukes The Palm, a Royal Hideaway Hotel, joins us for an insightful conversation. Led by Alexander Chetchikov, President of the World Luxury Chamber of Commerce, this interview dives into the art of luxury hospitality and Juan Carlos Reina’s remarkable career journey.

Alexander Chetchikov: Congratulations, Juan Carlos, on being named one of the TOP 100 Hotel General Managers of the World! What does this recognition mean to you and your team?

Juan Carlos Reina: Being recognized as one of the top hotel general managers is both an honor and a reflection of the hard work and dedication of my entire team. It is truly a collective achievement, and I’m proud of how we have continuously elevated the guest experience at Dukes The Palm a Royal Hideaway Hotel, and in the Barcelo Hotel Group. This recognition motivates us to keep striving for excellence in everything we do.

AC: What inspired you to pursue a career in hospitality, and what has kept you passionate about the industry over the years?

JCR: I’ve always been drawn to the idea of service and creating memorable experiences for others. My passion for hospitality began early when I realized the impact that exceptional service can have on people’s lives. What keeps me passionate is the constant evolution of the industry. There’s always something new to learn, and the opportunity to innovate and exceed guest expectations is what keeps me motivated.

AC: Dukes The Palm, a Royal Hideaway Hotel is renowned for its British hospitality and exclusivity. How do you ensure the hotel maintains its distinctive identity in Dubai’s competitive luxury market?

JCR: At Dukes The Palm, a Royal Hideaway Hotel we place great importance on the British heritage and elegance and the European Service at Barcelo Hotel Group that defines our identity. From the sophisticated décor to our world-class service, we ensure that every guest feels immersed in the charm of British luxury while enjoying the stunning backdrop of Dubai. Our exclusive private beach and exceptional facilities further enhance the guest experience, offering a perfect blend of British tradition and modern luxury. We differentiate ourselves by offering an experience that combines the best of British elegance with the vibrancy of Dubai, creating a truly unique and unforgettable offering in the competitive luxury market.

AC: With luxury evolving to meet new demands, how do you see trends like personalization and sustainability shaping the future of high-end hospitality?

JCR: Personalization and sustainability are both central to the future of luxury hospitality. Today’s guests are looking for unique, tailor-made experiences that cater to their individual preferences and desires. At Dukes The Palm, a Royal Hideaway Hotel, we focus on offering bespoke services that make each stay feel exclusive. Sustainability is equally important, with eco-conscious practices becoming a key expectation in the luxury sector. We are committed to integrating sustainable initiatives across the hotel, such as being HACCP Certified for food safety, ISO 14001 Certified for environmental management, and holding a sustainability certificate from the local governing body, DTCM. Following COP 28, which was hosted in the UAE, Dubai is positioning itself as a key player in the journey toward a sustainable future. Our group is dedicated to reducing our carbon footprint, with a target of achieving net-zero carbon emissions by 2050. From lowering energy consumption to sourcing local, sustainable products, we strive to deliver a luxury experience that not only meets the desires of our guests but also respects and protects the environment.

AC: What role does innovation play in your leadership style, and how have you incorporated it into the guest experience at Dukes The Palm, a Royal Hideaway Hotel?

JCR: Innovation is at the heart of our leadership philosophy. Whether it’s adopting cutting-edge technology to streamline operations or reimagining the guest experience with new services and offerings, we are always looking for ways to innovate. For instance, we’ve introduced mobile check-ins, allowing guests to check in via their mobile devices, reducing wait times at reception. Additionally, we are currently implementing casting solutions for in-room TVs, allowing guests to stream content from their mobile devices or laptops, enhancing the in-room entertainment experience. In 2024, we are also digitalizing our menus, reducing the need for printed materials and opting for QR codes and digital menus, enabling guests to order online from the comfort of their rooms. This approach ensures that every guest’s experience at Dukes The Palm, a Royal Hideaway Hotel is modern, personalized, and truly unforgettable.

AC: What advice would you give to emerging professionals looking to excel in the luxury hospitality industry?

JCR: My advice would be to always remain curious and committed to learning. The luxury hospitality industry is dynamic, and success requires continuous adaptation. Focus on understanding the needs of your guests and always strive to exceed their expectations. Also, never underestimate the power of teamwork. The most successful hotel managers are those who build strong, motivated teams that share a common vision for excellence.

AC: How do you balance preserving the timeless elegance of Dukes The Palm, a royal Hideaway Hotel while introducing modern elements to meet contemporary guest expectations?

JCR: It’s about striking the right balance between tradition and innovation. We maintain the timeless elegance of Dukes The Palm, a Royal Hideaway Hotel by preserving its classic British elements, such as the décor and service style, while continually introducing modern touches that enhance the guest experience. This includes the integration of the latest technologies, offering contemporary dining options, and providing customized experiences that appeal to today’s luxury travelers. The key is to always honor our roots while staying relevant to our guests’ evolving preferences.

AC: Finally, as a leader recognized globally, what legacy do you hope to leave behind in the luxury hospitality sector?

JCR: I hope my legacy will be one of innovation, service excellence, profitability, and sustainability. I want to be remembered as someone who constantly pushed the boundaries to create unforgettable, personalized experiences for guests, while also leading a hotel that was responsible and committed to making a positive impact on the community and the environment. Ultimately, I want Dukes The Palm to be known as a place where luxury meets integrity, and every guest feels like they’ve experienced something truly special.

Luxury Lifestyle Awards extends a heartfelt thanks to Juan Carlos Reina for sharing his insights and experiences in this exclusive interview. His dedication to excellence and leadership at Dukes The Palm, a Royal Hideaway Hotel serves as an inspiration in the world of luxury hospitality.

Discover more about this iconic destination and its world-class offerings by visiting https://www.barcelo.com/en-us/dukes-the-palm-royal-hideaway/

Follow Juan’s journey here: https://www.linkedin.com/in/juan-carlos-reina-comas-76878b50/