Interview
Business regards croisés - Andaz Tokyo redefine luxury lifestyle experiences
In this new episode of our podcast series Business Regards Croisés, we interviewed Thomas Vidal, General Manager of the Andaz Tokyo Toranomon Hills, one of Tokyo’s most iconic luxury lifestyle hotels. The hotel has established itself as a unique hybrid destination, serving not only as a place to stay but also as a hub for culture and events, where the overall experience is as important as the accommodation itself.
A graduate of ESSEC Business School, Thomas Vidal has built most of his career in Asia, particularly in Japan, where he has lived for more than twelve years.
“At Tokyo, luxury hospitality has become a playground for experiences”
Luxury hospitality as a complete experience
Tokyo is now establishing itself as a major destination in the global luxury market, driven by the rebound of international tourism after Covid. Long considered less central than Paris, London, or New York in this segment, the city is now experiencing rapid growth. The market nevertheless remains deeply shaped by a strong local identity, structured around omotenashi and historic hotels with highly codified standards. This specificity forces international hotel groups to adapt their offerings to particularly demanding expectations. After the pandemic, the sector rebounded quickly, notably through the rise of domestic tourism and the staycation phenomenon. In this context, hotels are no longer limited to accommodation alone.
Japan: a meticulous and evolving clientele
While Japanese guests continue to be defined by extremely high standards and attention to detail, younger generations are rapidly shifting toward more experiential expectations, seeking immersive, modern, and visually appealing stays.
Within this culture of extreme attention to detail, certain everyday aspects of hotel life take on particular importance. Slippers are a symbolic example: from the moment guests enter their room, their presence, quality, and comfort directly contribute to the perception of service. This level of precision, sometimes barely noticeable to international guests, can have a real impact on overall satisfaction.
“If the slippers are hard to find, and especially if they are not of very good quality, you lose quite a few points in guest satisfaction.”
Management and corporate culture in an international environment
In such a complex environment, Thomas Vidal insists on one central principle: people make the difference. Management is built around a leadership philosophy focused on taking care of employees. In highly international hotels such as those in Tokyo, managing multicultural teams becomes a daily challenge, yet this diversity fuels creativity, encourages innovation, and strengthens the ability of hotels to cater to an increasingly global clientele.
Thomas Vidal’s career reflects the current transformation of luxury hospitality in Japan: a sector undergoing hybridization, where traditional Japanese excellence meets international experience-driven standards. Between the tourism boom, the rise of lifestyle hospitality, and the reinvention of hospitality formats, Tokyo is more than ever establishing itself as a major experimental ground for the world’s leading luxury hotel players.
