In the world of luxury hospitality, David Kianni personifies excellence. Recognized among the Top 100 Hotel General Managers of the World for 2024, his journey from aspiring doctor to leading one of Panama’s most iconic hotels is as inspiring as it is impressive. As General Manager of the Sofitel Legend Casco Viejo Panama City, Mr. Kianni has redefined luxury experiences in the region, making his leadership and vision a key point of interest for luxury industry professionals and high-net-worth individuals alike.
Leading this discussion is Alexander Chetchikov, President of the World Luxury Chamber of Commerce, a global expert in luxury excellence. With more than 16 years of experience in identifying and promoting the world’s top luxury brands through the esteemed Luxury Lifestyle Awards, Chetchikov offers a profound knowledge of the luxury sector and its constant evolution.
In this exclusive interview, we delve into the mind of Mr. Kianni, exploring his unique career path, his views on the evolving landscape of luxury hospitality, and his thoughts on creating unforgettable client experiences.
Alexander Chetchikov: Your journey to becoming a top-tier general manager, recognized as among the TOP 100 Hotel General Managers of the World in luxury hospitality is fascinating, especially considering your initial goal of becoming a doctor. Could you share with us how this transition from medicine to hospitality came about, and how your early experiences shaped your leadership style?
David Kianni: My passion has always been centered around caring for people. Initially, I aspired to become a doctor and hospital administrator, which led me to pursue a BS in Biology. However, personal experiences, including witnessing a loved one spend an extended period in the hospital, shifted my focus. While I ultimately moved away from a career in medicine and hospital management, I found a new path to channel my dedication to people—through the world of hotels and hospitality. This shift allowed me to nurture my passion for care and connection in a different but equally meaningful environment.
AC: Sofitel Legend Casco Viejo is known for blending historic elegance with modern luxury. What do you believe is the secret to balancing tradition with innovation in a luxury hotel, and how do you ensure this balance is reflected in the guest experience?
DK: Prior to the hotel opening, in collaboration with the corporate Marketing team, we developed a concept called “The Cultural Link.” This initiative established a connection between the brand, the hotel, the destination, and its history, forming the foundation of the hotel’s identity and narrative.
“The Cultural Link” has been instrumental in ensuring the hotel embodies both the local culture and the unique Sofitel Legend brand attributes, including the French art de vivre. It has also guided our operational strategy, bringing purpose and cohesion to touchpoints throughout the guest journey while serving as a central storytelling tool.
AC: The luxury hospitality sector is constantly evolving to meet the demands of discerning travelers. What key trends do you foresee shaping the future of luxury hotels, and how is Sofitel Legend Casco Viejo positioning itself to stay ahead of the curve?
DK: Adaptability to culture and cultural changes, including Diversity, Equity, and Inclusion (DE&I), as well as a strong emphasis on Corporate Social Responsibility (CSR) and Environmental, Social, and Governance (ESG) principles, has become a crucial expectation among discerning travelers. My team and I are deeply committed to fostering DE&I within our operations. For example, I am proud to share that more than 40% of our hotel leadership positions are held by women.
In terms of CSR and ESG, we are the only luxury hotel in Panama to hold the prestigious Green Key Certification, a testament to our unwavering commitment to sustainability. Additionally, we are actively engaged in social and community outreach, including a mentorship program for the local indigenous community, reflecting our dedication to meaningful impact.
Wellness and well-being have also emerged as key priorities for luxury travelers, evolving far beyond traditional spa treatments. We recognize this shift and provide holistic wellness solutions that extend to every aspect of the guest experience. For example, our “Art of Sleep” initiative focuses on elements such as the perfect bed, carefully controlled lighting, soothing background music, and more to ensure restorative rest. Furthermore, we cater to wellness trends by offering balanced nutrition, soul-healing activities, and personalized well-being experiences tailored to our guests’ preferences.
AC: Personalization is increasingly important for high-net-worth individuals when selecting luxury accommodations. Could you elaborate on how you and your team personalized experiences that resonate deeply with your guests and elevate their stay beyond their expectations
DK: We take great pride in our service culture, known as “Cousu Main,” which means “tailor-made” in French. Through this approach, our hotel ambassadors—our colleagues—subtly observe each guest by seeing, hearing, and learning about them to understand their preferences, wishes, and special moments.
As our ambassadors gain deeper insights into each guest, opportunities to craft unique moments are uncovered, paving the way for unforgettable experiences, personalized touches, and cherished memories.
AC: In your experience, what defines true luxury in hospitality today, and how has the definition of luxury changed over the past decade in the eyes of affluent travelers?
DK: Globalization, the rise of the internet and social media, and the rapid shift in generational mindsets are reshaping the concept of luxury, giving it a broader, more multidimensional perspective. Traditionally associated with quality, comfort, and elegance, luxury today is increasingly centered around experiences—especially those that foster learning, self-expression, and a sense of purpose beyond exclusivity and indulgence.
Modern luxury is now defined by personalization and care, offering guests an immersive journey that explores the stories, traditions, and essence of a destination.
AC: Sustainability is becoming an integral part of the luxury experience. How does Sofitel Legend Casco Viejo incorporate eco-conscious practices without compromising the sense of indulgence and pure luxury that your guests expect?
DK: I do not believe that by incorporating eco-conscious practices one risks compromising the sense of indulgence and pure luxury. For example, we have eradicated single-use plastics in every aspect of our operation, replacing them with premium quality eco-friendly alternatives, which are readily available.
Our culinary philosophy also prioritizes sustainability. One notable example is our Food Waste Management initiative, through which we decided to offer our guests a plated breakfast instead of a buffet. As a result, we have not only improved the quality of our breakfast offerings but also reduced food waste by 25%.
In addition, our culinary team is dedicated to sourcing ingredients locally, supporting regional farmers and producers to ensure that only the freshest, most sustainable ingredients are used in our kitchens. This practice enhances the dining experience, bolsters the local economy, and reduces our carbon footprint.
AC: The luxury industry thrives on innovation. Could you share some of the most innovative practices or technologies you’ve introduced at Sofitel Legend Casco Viejo that have enhanced the guest experience or optimized hotel operations?
DK: Technology has revolutionized the hospitality industry, mainly in improving operational efficiency and guest experiences. We have been taking advantage of these innovations from Mobile check-ins to online booking platforms, to contactless services, allowing for seamless guest interactions and reducing the need for physical touchpoints.
AC: Leadership in the luxury sector requires a unique skill set. What qualities do you believe are most important for leading a successful team in luxury hospitality, and how do you inspire your staff to deliver world-class service consistently?
DK: GMs are known to be the ultimate ambassadors, representing the hotel and its brand. They serve as gracious hosts, curating unforgettable experiences for guests, and as entrepreneurs, creating opportunities that ensure the long-term success of the hotel. Leadership today is more focused than ever on a passion for people and the industry, a dedication to excellence, an unwavering commitment to guest satisfaction, and a strong emphasis on sustainability and CSR consciousness.
I inspire my team by setting clear, high expectations, emphasizing effort, and articulating key objectives in a straightforward manner. I encourage intelligence, rational thinking, and thoughtful problem-solving. I also recognize achievements and reward strong performance, while providing personalized attention to each employee, treating them as individuals through coaching and guidance. By embodying authenticity, elegance, and a passion for excellence, I aim to set the tone for a culture of superior service and professional fulfillment.
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AC: Finally, looking ahead, what are your long-term visions for Sofitel Legend Casco Viejo, and what legacy do you hope to leave in the global luxury hospitality landscape?
DK: In Paris and Panama City landmark historic centers, there is a fruitful dialogue between history and vibrant contemporary life. My role as the General manager of the Sofitel Legend Casco Viejo has been one of the greatest honors and achievements of my hospitality career. I have been the leader in charge of the restoration of this historical and patrimonial building, converting it to the 6th Sofitel Legend hotel in the world, where the best of the past and the present meet. A hotel in which a one-of-a-kind epicurean and cultured experience surprises you by being simple yet sophisticated, glorious yet soothing, emotional yet intellectual.
The success of this hotel since its recent opening and the recognition that it has received from numerous accolades and awards has positioned the hotel on the global luxury hospitality landscape and has earned it the title as the best hotel in Panama. My long-term vision for this hotel is to ensure its continued success while solidifying its position as the market leader in Panama and one of the best hotels in the world.
In conclusion, David Kianni’s astonishing journey from aspiring physician to one of the world’s top hotel general managers reflects his passion, resilience, and visionary leadership. Through his innovative approach at Sofitel Legend Casco Viejo Panama City, he continues to redefine luxury hospitality, creating unforgettable experiences that blend tradition with modern sophistication. As he looks toward the future, his dedication to excellence and sustainability ensures that both his legacy and the hotel’s reputation will remain at the forefront of the luxury industry for years to come. Visit https://www.sofitel-legend-panama.com/ to find out more.
