KUSTER
LAO
JEFF
KUSTER
CEO , Canyon Ranch
A stay at Canyon Ranch last year opened Jeff Kuster ’ s eyes . He participated in a session called Elevate at the Life Enhancement Center , where he expected to undergo a health and fitness evaluation , and maybe shed a few pounds .
Instead , he says , “ I had this incredible transformative experience that has led to changes in how I eat , exercise and live .”
It also led to a job lead . Shortly after his stay , a life coach at the LEC mentioned during a follow-up call that Canyon Ranch was in the hunt for a CEO . He bit . “ I think any chance you get to align personal passion with a professional challenge is something you can ’ t pass up , so I am beyond excited for this opportunity ,” he says .
Kuster ’ s resume is about as eclectic as you can get : His pedigree includes time with the Peace Corps in West Africa , leadership positions with McKinsey & Co . and later with fashion and lifestyle brands based in Europe . Most recently , he was group president of North America for Ralph Lauren Corp .
For Kuster , they all tie together . “ I am drawn to iconic organizations that have the power to transform lives , and Canyon Ranch has a history of forging deep connections with those who engage with it ,” he says .
Kuster is approaching Canyon Ranch as a lifestyle as well as a brand , one that he will help “ ladder up to a differentiated , meaningful and engaging experience . That is really our big opportunity .”
Janice Lao feels the conundrum of the luxury hotel .
“ When people stay in hotels , they feel a sense that they have a license to overuse water and energy because they ’ ve paid for it — and rightly so ,” says Lao , director of corporate responsibility and sustainability for The Hongkong and Shanghai Hotels Ltd ., parent of Peninsula Hotels . Guests , especially luxury guests , might say they support sustainability , but they also expect fluffy sheets and great water pressure .
Lao has succeeded in introducing a variety of sustainability programs at Peninsula by getting buy-in from associates , and looping in rivals and suppliers . Since joining HSH in 2016 , she says her priority has been “ making sustainability something that our staff lives and breathes . Even if someone comes along and takes my place , I want to make sure it ’ s part of the culture .”
Her approach has been to spend a lot of time talking to associates and considering the challenges they face in adopting sustainable practices , rather than spewing facts and dictating practices . She has found that educating everyone , from the C-suite to the housekeeping department , has been the key to change .
Since joining HSH in 2016 , Lao has developed an action plan to reduce single-use plastics , is piloting an upcycling and recycling program that will turn sheets and towels into yarn that can then be made into clothing , and is collaborating with peers and suppliers on a sustainable seafood tool .
Her efforts have earned her recognition from a number of organizations , including a Women in Sustainability Leadership Award from Green Building & Design magazine .
Lao ’ s influence doesn ’ t stop at HSH . She believes collaboration is the key to better sustainability solutions , and she ’ s more than willing to share the tools and strategies developed at Peninsula with other hotel companies .
JANICE
LAO
Director , group corporate responsibility and sustainability , The Hongkong and Shanghai Hotels Ltd .
April 2020 hotelsmag . com 27