Episode 15. The Diego Masciaga Way: Lessons from a World-Class Hospitality Legend

THIS EPISODE WILL BE LAUNCHING IN MAY 2026

In this episode, Sarah Brennand is joined by Diego Masciaga, one of the most respected and influential figures in global hospitality, for a rare and insightful conversation on service excellence, leadership, and human connection at the highest level.

Drawing on more than four decades at the pinnacle of international hospitality, Diego shares the philosophy and discipline behind what many refer to simply as ‘The Diego Masciaga Way’. From his early training in classical European gastronomy to leading teams where standards never drop, he reflects on what it truly takes to deliver excellence consistently – day after day, guest after guest.

The conversation goes far beyond technique. Diego explores why emotional intelligence sits at the heart of exceptional service, how observation, memory, and anticipation shape the guest experience, and why great hospitality is ultimately about how people feel, not what is performed. He also discusses recruitment, leadership, and empowerment, emphasising the importance of selecting for attitude, coaching with intent, and creating cultures where people take pride in making others feel valued.

Technology, Diego argues, has a role to play, but never at the expense of human connection. Throughout the episode, he reinforces the idea that service is an act of humanity, and that repeatable excellence is only possible when teams feel trusted, respected, and deeply connected to purpose.

This episode offers timeless insight for leaders far beyond hospitality, for anyone responsible for people, performance, and experience in high-pressure environments.

Key Topics Covered

• What defines world-class hospitality at the highest level
• The Diego Masciaga Way: discipline, humility, precision, and care
• Why great service is about how you make people feel
• Emotional intelligence as the foundation of exceptional guest experience
• Recruiting for attitude, presence, and values over technical skill alone
• Coaching teams to deliver consistency without losing warmth
• Observation, anticipation, and memory as leadership capabilities
• Listening to guests and reading the room
• Creating repeatable excellence when pressure is constant
• The customer journey beyond the transaction
• Balancing personal standards, wellbeing, and long-term performance

Diego Masciaga is recognised as one of the world’s foremost leaders in hospitality and service culture. Born in northern Italy and trained from his early teens in classical European gastronomy, he built an international career in luxury settings before joining the Roux family. Over the decades he has become known for an exceptional ability to combine flawless technical standards with warm, human-centred care. His approach, often described simply as “The Diego Masciaga Way” is grounded in anticipation, observation, memory, humility and a style of leadership that elevates everyone around him.