Behind the Lobby: Exclusive Interview with a Leading Hotel CEO

The hospitality industry is transforming faster than ever, with technology, sustainability, and changing traveler expectations reshaping how hotels operate and deliver value. But what happens behind the scenes? What vision drives the decisions that shape our hotel stays?

In this exclusive feature, we go behind the lobby for a rare, in-depth conversation with Daniel Mercer, CEO of the internationally acclaimed Haven Hotels Group — a brand known for blending luxury, sustainability, and smart technology in over 30 countries worldwide.

From the rise of smart hotels to the growing demand for authentic travel experiences, Mr. Mercer shares his insights, challenges, and vision for the future of hospitality in 2025 and beyond.

🧳 About the Guest: Daniel Mercer, CEO of Haven Hotels Group

Daniel Mercer took over as CEO in 2020, just as the hospitality industry faced its toughest global disruption in decades. Under his leadership, Haven Hotels has emerged stronger, investing heavily in green innovation, tech-driven guest experiences, and regional expansion, particularly across Asia-Pacific and the Middle East.

With over 25 years in hospitality leadership, Mercer’s approach is known for being bold, people-first, and laser-focused on the future.

🎤 Interview Transcript (Edited for Clarity)

Q1: Daniel, thanks for joining us. Let’s start with a big one — what’s the biggest change you’ve seen in hospitality over the past 5 years?

Daniel Mercer:
Thanks for having me — it’s a pleasure. Honestly, I’d say the biggest shift is the guest mindset. We’ve moved from a service-based industry to an experience-based economy. Today’s traveler wants more than just a room and good service. They’re looking for purpose, personalization, and connection.

Whether it’s through sustainability, tech, or cultural authenticity, the guest now wants to feel their stay means something, both personally and globally.

Q2: Sustainability is c major priority at Haven Hotels. Why has it become central to your brand strategy?

Mercer:
We believe hospitality has a responsibility to the planet. The industry generates enormous waste, consumes vast energy, and impacts communities — we can’t ignore that.

At Haven, sustainability isn’t a trend — it’s a core value. That means:

Green-certified buildings
Renewable energy in 60% of our properties (and growing)
Local supply chains and community investment
Zero single-use plastics
Transparent ESG reporting

Our goal is to be carbon neutral by 2030. And we’re bringing guests along for the journey — because they want to be part of the solution too.

Q3: What about smart technology? How is Haven integrating tech into the guest experience?

Mercer:
Tech should enhance hospitality, not replace it. Our smart rooms allow guests to control lights, blinds, temperature, and even request room service — all from their phone or voice assistant.

We also use:

AI-powered virtual concierges
Mobile check-in and keyless room access
Data-driven personalization (without being creepy!)

One thing we’re proud of is our AI-driven loyalty platform, which recommends offers, local activities, and dining based on past behavior and preferences. That’s the future—tech that feels human.

Q4: Haven has seen strong growth in Asia-Pacific. Why focus there now?

Mercer:
Asia-Pacific is where the future of travel is happening. You’ve got:

A growing middle class
Infrastructure investment
Tech-savvy travelers
Strong domestic tourism demand

We’ve opened 15 new properties in the region over the last 24 months — from smart city hotels in Seoul and Singapore to eco-resorts in Vietnam and Sri Lanka.

Our strategy is local-first: we partner with regional developers, hire local staff, and design each hotel to reflect the culture of its location. No cookie-cutter hotels here.

Q5: How has Haven handled the post-pandemic shift in traveler behavior?

Mercer:
Flexibility became the most valuable asset. So we restructured policies, simplified our mobile experience, and made health and safety transparent but not overwhelming.

People now travel more mindfully. They want:

Flexible booking
Open-air, wellness-friendly environments
Hotels that support well-being — physically, emotionally, and socially

We leaned into that. Our wellness offerings expanded, and we added quiet zones, meditation pods, and plant-based menus across many locations.

Q6: What does personalization look like in a hotel context today?

Mercer:
Personalization is no longer about greeting someone by name. It’s about using data respectfully to anticipate needs. Examples:

Offering a hypoallergenic pillow in advance
Suggesting yoga classes if they book wellness stays before
Remembering streaming logins for returning guests
Showing dining options aligned with past food choices

The goal is to make the experience feel seamless and individualized, like the hotel was designed for you.

Q7: What do you think hotels get wrong when it comes to innovation?

Mercer:
Too many hotels chase trends without purpose. Just because something is “smart” or “green” doesn’t mean it improves the guest experience.

Innovation must be intentional and human-centric. That’s the line we walk — delivering wow moments that feel natural and not forced.

Also, not enough investment goes into staff innovation. We train our team with digital tools, emotional intelligence, and cultural fluency — that’s as critical as any gadget.

Q8: With AI and automation on the rise, how do you maintain a human touch?

Mercer:
By remembering that hospitality is still about people.

We use AI and automation for repetitive, time-consuming tasks so our team can focus on connection — the warm welcome, the personal tip about a hidden beach, the little details.

We believe in “Tech + Touch.” One shouldn’t replace the other. It’s about freeing up our people to be more human,n ot less.

Q9: What’s next for Haven Hotels in 2025 and beyond?

Mercer:
We’re doubling down on three pillars:

Expansion with purpose – Growing in new markets like Saudi Arabia, South Korea, and Eastern Europe
Zero-carbon roadmap – Pushing toward 100% renewable operations by 2030
Guest well-being – Introducing holistic wellness programs, digital detox retreats, and regenerative tourism packages

We’re also exploring AI-powered design, where buildings self-monitor for energy and comfort optimization. Exciting times!

Q10: Finally, what advice would you give to future hoteliers or hospitality entrepreneurs?

Mercer:
Stay obsessed with the guest. Not just their comfort, butt their values, fears, and desires.

Don’t just build a hotel. Build a story people want to be part of.

Also: r, respect your team. Empower them. A happy team creates magic — and that’s what guests remember long after they’ve checked out.

🧠 Key Takeaways for the Industry

Trend	Insight from the CEO
Sustainability	Must be at the core of operations, not an add-on
Smart Tech	Should enhance, not overtake, human interaction
Guest Expectations	Personalized, flexible, and values-driven
Design	Local, authentic, and environmentally conscious
Growth Markets	Asia-Pacific and emerging economies lead demand
Leadership	People-first culture drives long-term success

🏁 Final Thoughts

The future of hospitality isn’t just built on bricks, beds, and bookings. It’s shaped by visionary leadership, ethical values, and relentless focus on the guest experience. As Daniel Mercer makes clear, hotels must evolve with purpose, embracing technology and sustainability while never losing the human touch.

Whether you’re a frequent traveler, hotelier, or just someone fascinated by the future of travel, it’s clear: what happens behind the lobby is what defines the entire guest journey.