Hospitality Is Changing - A Conversation with Jonathan Stent-Torriani, Newrest

Why It Matters

Last‑minute bookings and higher guest expectations demand agile, empowered operations, and Newrest’s owner‑manager model provides a replicable blueprint for scaling hospitality businesses.

Key Takeaways

• Consumers now decide travel plans last minute, increasing unpredictability.
• Expectations rise across all segments, even luxury hospitality.
• Newrest’s owner‑manager model keeps agility with low hierarchy.
• 600 managers own 30% of company, fostering entrepreneurial responsibility.
• Mentorship program bridges industry knowledge and student development.

Summary

In a recent EHL conversation, Jonathan Stent‑Torriani, chairman‑non‑executive of Newrest, discussed how hospitality is being reshaped by shifting consumer habits and the company’s rapid global expansion.

He noted that travelers now book trips and hotels at the last minute, forcing operators to abandon traditional predictive models. Expectations have climbed across all tiers, including luxury, adding complexity to service delivery. Newrest, active in 56 countries, grew from €190 million in 2005 to an anticipated €3.3 billion this year, illustrating the scale of change.

Stent‑Torriani highlighted the firm’s owner‑manager structure—98 % held by managers, with 600 individuals collectively owning roughly 30 %—as the engine of agility, emphasizing low hierarchy, clear responsibilities, and entrepreneurial humility. He also described the mentorship program he supports at EHL, which creates a two‑way learning channel between industry veterans and students.

For hoteliers and investors, the message is clear: success now hinges on flexible operations, empowered frontline leadership, and a pipeline of talent nurtured through mentorship. Companies that embed these principles will be better positioned to capture volatile demand and sustain growth.

Original Description

Achim Schmitt, Dean of EHL Hospitality Business School, welcomes Jonathan Stent-Torriani, Chairman (Non-Executive) of Newrest, for a deep and inspiring conversation on how consumer behavior is transforming hospitality, and what it takes to remain agile in a fast-changing world.

With more than four decades of experience in hospitality and a company now operating in 56 countries, Jonathan shares how guest expectations have fundamentally shifted. From last-minute decision-making to rising demands for personalization and quality, today’s travelers are reshaping how hospitality businesses plan, operate, and grow.

The discussion also explores Newrest’s unique entrepreneurial ownership model, why humility and responsibility are key leadership principles, and how keeping hierarchy light helps organizations remain reactive and innovative at scale.

Finally, Jonathan reflects on the importance of mentorship, knowledge-sharing, and preparing the next generation of hospitality leaders, highlighting why human connection remains at the heart of great hospitality, even in a complex global industry.

💡 Key Takeaways:

✅ How consumer behavior has changed in hospitality

✅ Why last-minute decision-making is reshaping operations

✅ How to stay agile while growing globally

✅ The power of entrepreneurial leadership models

✅ Why humility and responsibility matter in large organizations

✅ The role of mentorship in developing future hospitality leaders

📍 Timestamps:

00:00 - Welcome & introduction

00:18 - Jonathan Stent-Torriani introduces himself & Newrest

00:45 - How consumer behavior is changing in hospitality

01:39 - How Newrest stays agile while scaling globally

03:35 - Mentorship and supporting the next generation

05:27 - Closing reflections

❓ Who they are

👤 Achim Schmitt - Dean, EHL Hospitality Business School

https://www.linkedin.com/in/achim-schmitt-%E6%96%BD%E6%95%8F%E5%BE%B7%E6%95%99%E6%8E%88-phd-54683a55/

👤 Jonathan Stent-Torriani - Chairman (Non-Executive), Newrest

https://www.linkedin.com/in/jonathan-stent-torriani-3a12814/

🌎 Learn more about EHL

https://www.ehlgroup.com/

https://www.ehlgroup.com/en/about-ehl/advisory-boards

https://gs.ehl.edu/

https://hospitalityinsights.ehl.edu/

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Question for you:

How do you see changing consumer expectations reshaping the future of hospitality?

Share your thoughts in the comments 👇

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#HospitalityLeadership #FutureOfHospitality #CustomerExperience #HospitalityTrends #EntrepreneurialLeadership #Mentorship #EHLInsights #GlobalHospitality #Newrest