Beyond the Lobby | Spotlight Series: André De Sousa, Front Of House Manager, The Westin London City & Residences
7 June 2026
In the fourth chapter of Beyond the Lobby, we welcome André De Sousa, Front of House Manager at The Westin London City & Residences. Bringing five years of management experience across luxury hospitality in two countries, André has built a reputation for operational excellence, guest experience leadership, and driving high-performing teams. Fluent in four languages, André’s expertise spans front office operations, customer service, revenue management, and talent development.
We sat down with André to explore how The Westin London City creates exceptional guest experiences, the key principles that ensure guests feel valued and cared for, and the emerging hospitality trends shaping the industry in 2026/27. He also shared his advice for aspiring guest experience professionals and discussed how digital tools and AI are helping hospitality teams enhance the guest journey while maintaining a personalised, human touch.
How does your team create memorable guest experiences at The Westin London City, and what three key elements do you focus on to ensure guests feel valued and cared for?
”At The Westin London City, we set the tone from day one by showing our team that creating memorable experiences starts with something very simple: how you welcome someone. We encourage our team to treat every guest as they would someone they truly care about, welcoming them with genuine interest, warmth, and intention to make each stay feel personal and unique.
Firstly, connection comes before check-in formalities. We encourage the team to step into the guest’s journey and connect on a human level before anything else. The emotional connection always comes before the transactional process.
Secondly, simplify personalisation. Creating a memorable experience doesn’t need to be complex. We focus on removing unnecessary layers and empowering the team to deliver thoughtful, tailored moments in a way that feels natural and achievable.
Thirdly, have fun! Making someone’s day is often simpler than we think. Every interaction is a blank canvas, regardless of how it starts; what matters most is how it ends. When the team brings energy and enjoyment into what they do, it naturally translates into meaningful, memorable experiences for our guests.”
What emerging trends should hospitality teams be paying attention to in 2026/27? Based on these trends, what three pieces of advice would you give to those looking to build a career in guest experience?
”As we move into 2026 and beyond, hospitality is evolving into a balance between advanced technology and a deeper human connection. While systems are becoming more seamless and intuitive, guest expectations around personalisation, meaning, and emotional connection are at an all-time high.
Trend 1 – Technology enabling more human services. Technology is removing friction from the guest journey, from check-in to communication, allowing teams to spend less time on process and more time on people. My advice: Don’t hide behind systems. The ability to connect, read people and anticipate needs will always be your greatest asset.
Trend 2 – Experiences over transactions. Guests are no longer just staying in a hotel; they are seeking meaningful, personalised experiences that feel unique to them. My advice: Memorable experiences don’t need to be complex. Focus on understanding the guest and delivering thoughtful, personalised moments in a way that feels natural and consistent.
Trend 3 – More intentional and wellness-driven travel. There is a clear shift towards travellers who value wellbeing, balance, and purposeful stays, expecting environments that support how they want to feel. My advice: Hospitality is emotional. The way you make people feel will define their experience. When you enjoy what you do and bring that energy into each interaction, it becomes contagious.”
Are you exploring any partnerships, collaborations, or campaigns with external companies or local organisations to further enhance the guest experience at the hotel?
”Located in the heart of the City of London, our hotel sits within a borough rich in history and character, yet often overlooked by travellers exploring other parts of the city. As a team, we actively work to influence guest preferences by showcasing the quality and uniqueness of experiences within our immediate surroundings, whether dining, shopping, or visiting local monuments. Our partnerships with local businesses are key to this; we maintain close relationships with them, regularly aligning on our guests’ evolving needs and expectations to ensure our recommendations feel relevant, curated and personal.
Beyond this, we bring the outside in through annual activations within the hotel. Each summer, we collaborate with artists and local organisations to transform our lobby into an engaging, purpose-driven space. Previous activations have included a Thames-inspired installation created from recycled materials; repurposed items sourced by mud larkers, combining storytelling, sustainability, and community engagement. These moments not only enhance the guest experience but also create opportunities for both guests and local partners to connect in a meaningful way.”
Technology is playing an increasingly important role in hospitality. Do you currently use any digital tools or AI-driven systems to enhance the guest journey or support your activations? If so, how have these technologies helped you maintain or enhance the personal touch for your guests?
”Technology plays an important role in enhancing the guest journey, particularly in making each experience more seamless and personalised. At The Westin London City, we use digital touchpoints such as thoughtful pre-arrival communications, digital registration cards, and in-house displays to reinforce our brand voice and keep guests informed of our offerings clearly and engagingly.
Behind the scenes, we also track guest preferences, positive comments and past challenges, as understanding these is key to delivering a truly personalised experience. Remembering a guest’s likes and learning from any previous shortcomings allows us to demonstrate care, attention, and consistency. That said, technology remains a support system rather than a substitute.”
Catch up on previous episodes of Beyond the Lobby below:
About 4C Group
Founded in 2010, 4C Group is an international property development and hotel management company with a growing portfolio spanning major business hubs and leisure destinations across the UK, East Africa, and Canada. The business builds upon the strong foundations of a family-owned property enterprise with roots dating back to the 1990s.
Over the years, 4C Group has established a reputation for delivering high-quality hospitality and real estate developments that combine innovation, design excellence, and long-term value creation. In 2021, the company expanded its hospitality portfolio with the launch of two landmark London properties – the five-star The Westin London City and Canopy by Hilton London City. Both hotels marked significant milestones as the first UK openings for Marriott and Hilton’s respective luxury and lifestyle brands.
Continuing its expansion within the residential sector, 4C Group partnered with Regal London and Pluto Finance in 2022 to deliver The Haydon, a premium residential development comprising 87 apartments in Aldgate, at the heart of the City of London. The project has since been completed.
Further strengthening its development pipeline, 4C Group and Regal secured planning approval in 2025 for the redevelopment of 33–35 Jamestown Road in Camden. The scheme will deliver 178 purpose-built student accommodation bedrooms alongside 27 affordable homes, complemented by flexible commercial space, enhanced green infrastructure, and an architectural approach inspired by Camden’s distinctive character and heritage.
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