One question I am often asked is: How do you ensure consistency in innovation and excellence across an organisation?
One of the most inspiring examples I’ve experienced comes from LUX* Resorts and Hotels, one of the most admired hospitality brands in the destinations we operate. (I am a proud of member of LUX* Resorts and Hotels).
Back in 2015/2016, we launched what we then called the LUX* Innovation Challenge—a company-wide initiative inviting all team members to share ideas that could drive revenue, strengthen guest loyalty, enhance team engagement, and promote sustainability.
The response was powerful. Numerous ideas were submitted, winners were recognized, and—most importantly—the best ideas were implemented and continue to live across our properties today.
Because in innovation, implementation matters more than anything else.
When the world shut down during the global pandemic in 2020/2021, we did not pause. Instead, we evolved. The Innovation Challenge was reimagined as Circle of Care—a platform focused on creating meaningful value for our guests, team members, communities, and the environment.
Over the last four years, this initiative has been instrumental in delivering some of our most impactful and award-winning programs, both locally and globally.
Here are five key lessons this journey has reinforced for me:
- Excellence in innovation requires consistency and momentum. It must be renewed and recommitted to—every single year.
- The best ideas come from the people, not the C-suite. Innovation lives closest to the work.
- Leadership’s role is implementation. Most innovation initiatives fail not because of poor ideas, but because of weak follow-through.
- What gets measured gets managed—and rewarded. Measuring outcomes, impact, and results matters. The annual Circle of Care Awards are a strong example of this principle in action.
- A culture of innovation is built through repetition. Ideas, implementation, follow-up, review—and involvement of everyone, consistently.
The LUX* culture of innovation is a powerful case study in how excellence is not accidental—it is intentionally designed, nurtured, and sustained.