Luxury with Purpose: Eugene Leonard on Leading Hotel Café Royal

In this episode of The Hotel Growth Podcast, Adam sits down with Eugene Leonard, General Manager at the iconic Hotel Café Royal, to explore the future of luxury hospitality—and the operational reality behind delivering it in 2025.

Eugene shares his journey from dishwashing to directing global openings, and offers rare insight into how a legendary brand stays relevant in an ever-evolving market. He opens up about the tough Q1 many London hotels faced, the resurgence of experiential travel, and how digital integration is reshaping the guest journey.

You’ll hear:

• Why ease is the new luxury—and how Café Royal uses tech to create it
  

• The real impact of VAT, Brexit, and government policy on high-end hospitality
  

• What “Feel Good Fridays” have done for his team culture
  

• How travel trends are shifting from destinations to events and experiences
  

• The missed opportunity in fragmented hotel tech stacks—and the big idea no one’s built yet
  

With humility and clarity, Eugene delivers a masterclass in modern leadership, service excellence, and how luxury can still surprise.