Hospitality Design - February/March 2022 - 38

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A tranquil guestroom at the Yaamava'
Resort & Casino in California
White-oak veneered slats clad the lobby
walls at the Hilton La Sabana in Costa Rica
Tom Ito
Hospitality Leader and Principal
Gensler
Tom Ito launched the hospitality division of Gensler in the '90s with the
renovation of the Beverly Hills Hotel. Ever since, he has been behind
some of the fi rm's most audacious projects, including the 18-millionsquare-foot
CityCenter on the Las Vegas Strip and the eco-friendly Shore
Hotel in Santa Monica, California. The Los Angeles-based Ito credits
Gensler's diverse portfolio and loyal clients for the fi rm's continued
success. Here, he discusses technology's role in evolving the guest
experience and why communication, compassion, and care are part of his
everyday mantra.
Gensler is one of the largest architecture fi rms in the world.
What do you attribute the fi rm's longevity to?
Our diverse practice allows our work to be enriched by the deep network
of experience from our designers. Many projects that are hospitalitybased
are mixed-use, so we're able to provide a diversifi ed experience that
integrates hotel, offi ce, retail, and residential by tapping into our experts
who specialize in everything from workplace and residential to product
and digital experience design. Additionally, we owe a lot of our success to
the fact that we oſt en receive work from referrals and repeat clients. In
fact, 85 percent of our business is repeat clients. Because we're a global
practice, we're able to capitalize on shiſt ing economic cycles between
countries. As some regions' needs decrease, others increase.
What are you currently working on?
We are working on an exciting new hotel concept for Atari Hotels.
It takes the nostalgia of the iconic video game to a contemporary
vernacular, creating a new digitally immersive experience in an upscale
sett ing. We aim to create a connected guest journey by bridging the
digital and physical [worlds]-integrating the technological aspect, but
not inhibiting the connection to people.
What is one of the biggest lessons you've learned through the
turbulence of the last two years?
The pandemic was a level set for us all. While we've experienced
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February/March 2022 hospitalitydesign.com
several crises over the years, we've never experienced a communal
event at this level. Communication, compassion, and care-it's
sort of a mantra to remember. Communicate fully, especially as
circumstances have been continually changing; have compassion
for the unique circumstances our people, clients, and their guests
are facing; and provide an extra level of care in everything we do,
not only our work, relationships, but especially personal care to
build the resilience to get us through any crisis.
What's next for the hospitality industry?
Leisure travel is starting to pick up again, but lifestyles are also
changing. People are traveling for a variety of reasons. They're
looking for experiences, learning opportunities, relaxation, or
a chance to socialize. People have diff erent needs, and hotels
will need to respond to all of them. The greatest opportunity for
operators is embracing technology even further, which can allow
for more personalization and ease of travel for today's tech-savvy
guests.
For the next generation of travelers, sustainability and
environmental concerns are a large factor for how they make
decisions or associate with certain companies or brands. Hotels will
need to show their commitment to these evolving expectations. This
is where design can play a role. It may be from material selection to
back-of-house functions that can streamline operations or convert
underutilized assets into hospitality spaces. We've found that work,
retail, and even healthcare services can be successful in a hybrid
world, therefore there is no denying the desire for travel. This is
going to drive the experience sector and hospitality is right at the
center of that.
The Agility Playbook
Wednesday, April 27th
12:30 p.m. to 1:15 p.m.
Location: HD Social Hub
Photos by ANDRES GARCIA LACHNER and RYAN GOBUTY
http://www.hospitalitydesign.com
Hospitality Design - February/March 2022

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