Travel, Hospitality, And Unexpected Adventures: Behind The Scenes With A Hotel Executive

IHG Hotels and Resorts executive Cesar Wurm isn’t just paid to go on vacation, but he has stayed in hotels all over the world, and he’s sharing his behind-the-scenes experience.

“While Ive been lucky enough to stay in incredible hotels around the world, my perspective is different. Im not just there to relax; Im paying attention to the details that define a great stay — from the guest journey and service touchpoints to how a hotel delivers on its brand promise,” Wurm said.

“That said, Id be lying if I didnt say theres still a little magic in every stay,” Wurm said. “Some hotels make you feel instantly at home, while others inspire you with their design, their history, or even the little surprises they have in store. No matter how many properties I visit, I never take for granted the opportunity to experience, learn, and be a part of something bigger than just a place to sleep.”

No two hotels are exactly the same, but Wurm says the best ones leave a lasting impression not because of where they are, but how they make you feel.

“Ive had the chance to experience many of our brands firsthand, and each one has its own personality. Some are bold and energetic, others are all about balance, and some lean into the art of blending work and play,” Wurm said.

Among IHG’s Premium brands, EVEN Hotels offer busy travelers effortless ways to stay balanced and feel good on the go, while Crowne Plaza offers business travelers the ability to blend work and life, with spaces to stay productive, unwind, or both. For the reliability of a global brand with the charm of something different, every voco hotel has its own personality, but they each offer a welcoming, laid-back vibe. Hotel Indigo, meanwhile, designs each property around the neighborhood it’s in, ensuring guests get to truly experience their destination.

“Hotels are more than just places to sleep. They are experiences — a romantic getaway, a business breakthrough, a personal reset, a bucket-list destination,” Wurm said. “I’ve watched proposals happen in lobbies, weddings take over ballrooms, and solo travelers discover something new about themselves in the comfort of a well-designed space. Its a privilege to be a part of that, even in the background.”

According to Wurm, hospitality isn’t just about beautiful designs and luxurious amenities, it’s about the people — from front desk teams who remember your name to the concierge who makes sure you have a memorable experience.

“Thats what makes our brands special — their commitment to personalization and creating a home-away-from-home experience for guests,” Wurm said. “And at the heart of it all? The stories behind these teams — many of whom, like me, started at an entry-level position and grew into their careers through sheer passion and dedication.”

Wurm says many of his most memorable travel experiences aren’t about the places but about “the little surprises, the genuine connections, the unexpected discoveries,” like impromptu conversation with a chef about local ingredients, finding a hidden jazz bar in a boutique hotel basement, or waking up to a sunrise in an overwater villa.

“And the best part? They arent exclusive to executives or industry insiders. With the right mindset — curiosity, appreciation, and openness — anyone can create these unforgettable travel moments,” Wurm said.

“After decades in this industry, what stands out most isnt the grand lobbies or the five-star suites. Its the intangible things — how travel expands your mind, deepens connections, and creates stories youll tell for years,” Wurm said.

Over the years, Wurm said he’s come to appreciate that great service is felt, not just seen, and that the perfect hotel isn’t just about the price or stars, it’s about how it makes you feel. And he’s still not tired of staying in hotels.

“From my first job in the industry to studying it and now leading within it, hotels have become a part of my DNA. They arent just places I stay — theyre experiences I immerse myself in, brands I help shape, and communities I get to be a part of,” he said.

“Every hotel is a new experience, a new perspective, a new memory,” Wurm said. “So next time you check into a hotel, take a moment to soak it all in — the design, the service, the small touches, the people who make it all happen. Thats the magic of hospitality.”