Life is a Circus: Celebrating the Joy, the Challenges, and the Art of Personalization in the Hospitality Industry

The recent "Life is a Circus" panel discussion brought together industry leaders to celebrate the joy of hospitality and the remarkable experiences that define it. Inspired by Anton Mosimann's book Life is a Circus, the discussion explored the dynamic and theatrical nature of the hospitality industry, drawing parallels between circus performances and the art of service.

The analogy between hospitality and the circus is fitting. Both require exceptional teamwork, rigorous attention to detail, and an unwavering commitment to delivering unforgettable experiences. Just as a circus captivates audiences with its energy, elegance, and coordination, hospitality professionals strive to create seamless, magical moments for their guests. Throughout the discussion, panelists shared their insights on what it takes to excel in the hospitality sector, from overcoming challenges to personalizing guest experiences and building a positive team culture.

The Love for Hospitality: A Passion that Lasts a Lifetime 

Each panelist shared their personal journey into the hospitality industry, revealing the unique paths that led them to their careers. Anton Mosimann, Founder of Mosimann's Club in London, reminisced about growing up in a restaurant and feeling an innate calling to serve. "I never had a bad day in my life," Mosimann shared. "I always wake up excited to go to work." His words reflect the deep passion and purpose that drive hospitality professionals.

For Michael Smithuis, Regional Vice President and GM of Fairmont Le Montreux Palace, a pivotal moment in his early career was working as a night-shift room service waiter at an Intercontinental hotel. It was there that he realized the magic of hospitality, meeting celebrities, and creating memorable experiences. 

His story resonated with Lizzie Grundy, Vice Chair of the IoH Youth Council, who grew up above a pub, observing her parents' dedication to the trade. "Hospitality was always part of my life," she recalled. "At six years old, I was pulling pints for beer batter!"

The panelists emphasized that hospitality is not merely a job but a lifestyle that demands passion, perseverance, and an intrinsic desire to serve others. For many, the career is defined by moments of human connection that leave lasting impressions, both for the guests and the professionals serving them.

Managing Challenges with Grace and Confidence

Hospitality, like a live performance, requires resilience and adaptability. Challenges arise unexpectedly, but the key to success is facing them with confidence. One of the most memorable anecdotes came from Robert Richardson, CEO of the Institute of Hospitality, who shared a crisis management story. When a fire forced hotel guests out in the middle of the night, his well-trained team swiftly coordinated alternative accommodations, proving the power of teamwork. "You're never alone in this industry," Richardson emphasized. "Lean on your team, and you'll find solutions together."

Michael Smithuis echoed this sentiment, encouraging professionals to confront mistakes rather than avoid them. "If things go wrong, don't hide. Face the guest, own the mistake, and turn it into an opportunity to create loyal guests." 

Anton Mosimann illustrated this principle with a personal experience: when a guest at The Dorchester sent a note to the kitchen complaining about the crispiness of her bacon, his team responded with flowers, chocolates, and a heartfelt apology–a human touch. The guest was so impressed that she sent another note: "Wow, what service! As long as I live, I will always come back to the Dorchester." – that is great guest feedback! The point is that if you can make a friend out of a complaint and make a meaningful connection, you have a loyal patron for years.

 Make a friend out of a complaint.

^{-Anton Mosimann}

The discussion also covered how guest expectations have evolved. Panelists noted that guests' expectations have shifted in the post-pandemic era. It now requires a deeper understanding of guest preferences and behaviors to deliver a truly exceptional experience.

Personalized experiences: How the Personal Touch Creates Unforgettable Moments

Personalization emerged as a cornerstone of exceptional hospitality. In an era where guests expect more than luxury, small, thoughtful gestures can make all the difference. 

Robert Richardson described the concept of "positive stalking" as using publicly available social media channels to research individual preferences and guest behaviors to tailor guest experiences. When an unsatisfied guest returned to his hotel, his team prepared a room stocked with her favorite Cherry Coke and a customized dog bed for her beloved companion. The result? A delighted guest and a renewed brand advocate. Coincidentally, a few years later, he was delighted to find that he had been "positively stalked" by a hotel. He arrived to find his room set with two of his favorite things: champagne on ice and a crackling fire on the television screen–in the absence of the real thing. "Granted, this level of customized experience can't be done for all potential guests and is hard to manage in a large hotel chain, but when possible, these efforts really create guest satisfaction and  customer loyalty."

It's really easy to please someone if you put a little effort into it.

^{-Robert Richardson}

Lizzie Grundy shared a particularly touching story, illustrating the essence of true hospitality. She recounted a memorable experience with a regular guest, "Trina," who frequently stayed at her hotel. Trina had mentioned in passing that she loved dining by the fire. The restaurant did not have a fireplace, however the drawing room did. Recognizing the opportunity to create an extraordinary moment for their long-time client, Lizzie's colleague Cindy set up a private dinner in the drawing room, where a cozy fireplace provided the perfect ambiance. When Trina arrived, she was delighted to find this thoughtful surprise, a hyper-personalized experience that cost nothing but a bit of extra effort and thoughtfulness. This simple yet meaningful gesture exemplifies excellence in customer service. Honoring a long-term relationship with a client reinforces the sense of connection and creates strong relationships.

It was a gesture that cost the restaurant nothing but made a huge impact.

^{-Lizzie Grundy}

Michael Smithuis reinforced the idea that great hospitality is about "faire plaisir"—the joy of making others happy. He recalled a similar story he personally experienced at a safari lodge. The staff surprised him and his wife with a private horseback ride leading to a beautifully set breakfast in the wilderness. "It was an unforgettable moment, created purely from thoughtfulness."

For Anton Mosimann, a pinnacle example of a very personalized experience happened during his stay at The Peninsula Hong Kong. Years after his first visit, he returned to the hotel to celebrate a special occasion, his wedding anniversary. The hotel welcomed him and his wife back with the same menu he had enjoyed decades earlier. "That level of personalization makes hospitality extraordinary," he remarked.

Tarsila Fercher Geis added that personalization isn't just about exclusive rates, spa treatments, or a complementary mini bar but about recognizing and appreciating each guest on an individual level. "As educators, we have to allow students to develop the confidence to trust their instincts in hospitality," she noted. "It's about understanding and responding to human needs in the most thoughtful way possible."

Inspiring the Next Generation of Hospitality Leaders

The panelists offered invaluable advice to aspiring hospitality professionals. Lizzie Grundy encouraged students to "take every opportunity," while Tarsila Fercher Geis emphasized staying curious and authentic. "People do business with people they like. Be yourself and bring your personality into your work."

Anton Mosimann championed lifelong learning, urging young professionals to "go for the best opportunities, even if it means taking a step back to gain knowledge." Meanwhile, Michael Smithuis advised setting short-term, achievable goals, reminding attendees that "humility and respect will take you far."

Closing Act

The Life is a Circus panel underscored the magic of the hospitality industry — where passion, personalization, and resilience shape unforgettable experiences. Whether through managing challenges with confidence, creating a tailored customer experience, or inspiring future generations, the discussion highlighted that, much like a circus, hospitality thrives on creativity, precision, and the joy of bringing happiness to others. This ensemble plays the crucial role in the guest journey and creates lasting customer satisfaction. 

I never had a bad day in my life, and that's the truth. I still get up every morning, and I can't wait to go to work. I always still look forward to another day to make people happy.

^{-Anton Mosimann}

Special Thanks

We thank the event organizers, the Institute of Hospitality, SEG Professional, and César Ritz Colleges, as well as our hosting campus, Culinary Arts Academy Switzerland. Special appreciation goes to our esteemed speakers: Robert Richardson FIH MI, CEO Institute of Hospitality; Anton Mosimann OBE, Founder of Mosimann’s Club, Catering, and Collection; Michael Smithuis, Regional Vice President & GM Fairmont Le Montreux Palace; Tarsila Fercher Geis, Executive Director of Partnerships; Swiss Education Group, Lizzie Grundy AIH, Vice Chair IoH Youth Council and Senior Accounts Assistant, Pennyhill Park Hotel; and our discussion host, Sarah Peters FIH, Head of Events Institute of Hospitality; whose insights made this discussion invaluable. We also extend our gratitude to Swiss Education Group (SEG), particularly their IT and marketing support, and our Student Ambassadors for their logistical help in bringing this event to life.