Guest experience is at the heart of Plaza Premium Group’s airport hospitality offering. Eric Pateman, Senior Vice President, North America, brings a wealth of experience across diverse hospitality environments, with leadership roots grounded in culinary excellence and frontline service. Since joining PPG, Eric has been steering the Group’s growth and guest experience vision across North America, focused on elevating airports beyond functional transit hubs into personalised, premium destinations.
We spoke with Eric about what defines exceptional airport experiences today, how PPG’s culture brings its mission to life, and where he sees the greatest opportunities to transform travel across North America.
Guest experience is at the heart of Plaza Premium Group’s airport hospitality offering. Eric Pateman, Senior Vice President, North America, brings a wealth of experience across diverse hospitality environments, with leadership roots grounded in culinary excellence and frontline service. Since joining PPG, Eric has been steering the Group’s growth and guest experience vision across North America, focused on elevating airports beyond functional transit hubs into personalised, premium destinations.
We spoke with Eric about what defines exceptional airport experiences today, how PPG’s culture brings its mission to life, and where he sees the greatest opportunities to transform travel across North America.
Guest experience is at the heart of Plaza Premium Group’s airport hospitality offering. Eric Pateman, Senior Vice President, North America, brings a wealth of experience across diverse hospitality environments, with leadership roots grounded in culinary excellence and frontline service. Since joining PPG, Eric has been steering the Group’s growth and guest experience vision across North America, focused on elevating airports beyond functional transit hubs into personalised, premium destinations.
We spoke with Eric about what defines exceptional airport experiences today, how PPG’s culture brings its mission to life, and where he sees the greatest opportunities to transform travel across North America.
1. You’ve shaped guest experiences across different industries and environments. In your view, what defines “exceptional airport hospitality,” and why does it matter for travellers today?
The best description for hospitality I’ve ever heard is that: ‘If service is black and white, hospitality is technicolour.’
Exceptional hospitality is the art of removing friction before the traveler even knows it exists. In an airport, people are often in a state of high stress or transition.
For me, anticipatory service is the colour – bringing the warmth, flavors, and soul of the local people into the terminal so the journey feels like it starts in your best friend’s home. Today, travellers aren’t just looking for a seat; they’re looking for an oasis where they can escape and feel valued.
2. Since joining PPG, what has stood out to you most about our culture and the way our teams bring the mission of making travel better to life?
The heart of this team is incredible. Whether I’m in a lounge in Toronto or Dallas, or meeting with our global leadership, there is a shared hospitality DNA that transcends borders. What stands out most is our entrepreneurial agility; the ability to pivot and innovate quickly.
At PPG, ‘Making Travel Better’ isn’t just a tagline on the wall; it’s the a chef in the kitchen perfecting a signature dish and a front-of-house host who remembers a frequent traveler’s name. People connect with people, and that personal touch is our superpower.
3. North America is evolving quickly in how travellers expect to be cared for. What excites you most about leading PPG’s growth and guest experience vision in this region right now?
North America is currently undergoing a hospitality renaissance across many industries, including aviation. For a long time, the airport experience here was strictly functional. Now, travelers are demanding premium, boutique experiences. What excites me most is the ‘blank canvas.’ We have the chance to redefine the future lounge experience – integrating better technology, world-class food and beverage, and sustainable practices.
We aren’t just opening lounges; I expect PPG to set the new gold standard for the North American travel landscape, and in turn, inspire our partners to do the same. “A rising tide raises all ships.”
4. You’ve led diverse teams throughout your career. What core principles guide your leadership style, and how do you inspire service excellence?
My leadership style is rooted in authentic engagement. Coming from a culinary background, I learned early on that you can’t lead a kitchen from an office; you must be on the line. I lead by these core principles:
- Empowerment: Giving teams the tools and the ‘why’ behind the ‘what.’
- Curiosity: Always asking, ‘How can we do this better?’ I encourage my teams to ‘colour outside the lines.’
- Inclusion: Respecting the local culture of every team we lead. Excellence happens when people feel a sense of ownership. I don’t want a team that simply follows a manual; I want a team inspired to create ‘wow’ moments because they take pride in their craft.
- Transparent Communications: I will always tell it like it is, and I expect the same from my teams. We will all make mistakes, myself included, but I don’t see mistakes as failures. They are learning experiences that indicate we are pushing boundaries and trying new things. I only ask one thing; learn from the mistake and don’t make the same one twice.
5. Looking ahead, where do you see the biggest opportunities for transforming the airport experience, and how do you envision PPG playing a defining role?
The biggest opportunity lies in hyper-personalization and the speed of travel. In the future, the airport experience will be tailored to your specific needs – whether you require a 20-minute power nap, a three course meal, or a high-tech boardroom.
PPG is uniquely positioned to lead this evolution because we own the entire ecosystem, from lounges and hotels to meet-and-greet services. We are moving from being a lounge operator to a travel experience curator. I see us as the bridge that bypasses the stress of the terminal and navigates guests to the comfort of the destination.
Above all, is the genuine focus on people – both our team and our guests. People will always connect with people. While technology will be a vital accentuator to our service, it will never replace human compassion and connection.
1. You’ve shaped guest experiences across different industries and environments. In your view, what defines “exceptional airport hospitality,” and why does it matter for travellers today?
The best description for hospitality I’ve ever heard is that: ‘If service is black and white, hospitality is technicolour.’
Exceptional hospitality is the art of removing friction before the traveler even knows it exists. In an airport, people are often in a state of high stress or transition.
For me, anticipatory service is the colour – bringing the warmth, flavors, and soul of the local people into the terminal so the journey feels like it starts in your best friend’s home. Today, travellers aren’t just looking for a seat; they’re looking for an oasis where they can escape and feel valued.
2. Since joining PPG, what has stood out to you most about our culture and the way our teams bring the mission of making travel better to life?
The heart of this team is incredible. Whether I’m in a lounge in Toronto or Dallas, or meeting with our global leadership, there is a shared hospitality DNA that transcends borders. What stands out most is our entrepreneurial agility; the ability to pivot and innovate quickly.
At PPG, ‘Making Travel Better’ isn’t just a tagline on the wall; it’s the a chef in the kitchen perfecting a signature dish and a front-of-house host who remembers a frequent traveler’s name. People connect with people, and that personal touch is our superpower.
3. North America is evolving quickly in how travellers expect to be cared for. What excites you most about leading PPG’s growth and guest experience vision in this region right now?
North America is currently undergoing a hospitality renaissance across many industries, including aviation. For a long time, the airport experience here was strictly functional. Now, travelers are demanding premium, boutique experiences. What excites me most is the ‘blank canvas.’ We have the chance to redefine the future lounge experience – integrating better technology, world-class food and beverage, and sustainable practices.
We aren’t just opening lounges; I expect PPG to set the new gold standard for the North American travel landscape, and in turn, inspire our partners to do the same. “A rising tide raises all ships.”
4. You’ve led diverse teams throughout your career. What core principles guide your leadership style, and how do you inspire service excellence?
My leadership style is rooted in authentic engagement. Coming from a culinary background, I learned early on that you can’t lead a kitchen from an office; you must be on the line. I lead by these core principles:
- Empowerment: Giving teams the tools and the ‘why’ behind the ‘what.’
- Curiosity: Always asking, ‘How can we do this better?’ I encourage my teams to ‘colour outside the lines.’
- Inclusion: Respecting the local culture of every team we lead. Excellence happens when people feel a sense of ownership. I don’t want a team that simply follows a manual; I want a team inspired to create ‘wow’ moments because they take pride in their craft.
- Transparent Communications: I will always tell it like it is, and I expect the same from my teams. We will all make mistakes, myself included, but I don’t see mistakes as failures. They are learning experiences that indicate we are pushing boundaries and trying new things. I only ask one thing; learn from the mistake and don’t make the same one twice.
5. Looking ahead, where do you see the biggest opportunities for transforming the airport experience, and how do you envision PPG playing a defining role?
The biggest opportunity lies in hyper-personalization and the speed of travel. In the future, the airport experience will be tailored to your specific needs – whether you require a 20-minute power nap, a three course meal, or a high-tech boardroom.
PPG is uniquely positioned to lead this evolution because we own the entire ecosystem, from lounges and hotels to meet-and-greet services. We are moving from being a lounge operator to a travel experience curator. I see us as the bridge that bypasses the stress of the terminal and navigates guests to the comfort of the destination.
Above all, is the genuine focus on people – both our team and our guests. People will always connect with people. While technology will be a vital accentuator to our service, it will never replace human compassion and connection.
1. You’ve shaped guest experiences across different industries and environments. In your view, what defines “exceptional airport hospitality,” and why does it matter for travellers today?
The best description for hospitality I’ve ever heard is that: ‘If service is black and white, hospitality is technicolour.’
Exceptional hospitality is the art of removing friction before the traveler even knows it exists. In an airport, people are often in a state of high stress or transition.
For me, anticipatory service is the colour – bringing the warmth, flavors, and soul of the local people into the terminal so the journey feels like it starts in your best friend’s home. Today, travellers aren’t just looking for a seat; they’re looking for an oasis where they can escape and feel valued.
2. Since joining PPG, what has stood out to you most about our culture and the way our teams bring the mission of making travel better to life?
The heart of this team is incredible. Whether I’m in a lounge in Toronto or Dallas, or meeting with our global leadership, there is a shared hospitality DNA that transcends borders. What stands out most is our entrepreneurial agility; the ability to pivot and innovate quickly.
At PPG, ‘Making Travel Better’ isn’t just a tagline on the wall; it’s the a chef in the kitchen perfecting a signature dish and a front-of-house host who remembers a frequent traveler’s name. People connect with people, and that personal touch is our superpower.
3. North America is evolving quickly in how travellers expect to be cared for. What excites you most about leading PPG’s growth and guest experience vision in this region right now?
North America is currently undergoing a hospitality renaissance across many industries, including aviation. For a long time, the airport experience here was strictly functional. Now, travelers are demanding premium, boutique experiences. What excites me most is the ‘blank canvas.’ We have the chance to redefine the future lounge experience – integrating better technology, world-class food and beverage, and sustainable practices.
We aren’t just opening lounges; I expect PPG to set the new gold standard for the North American travel landscape, and in turn, inspire our partners to do the same. “A rising tide raises all ships.”
4. You’ve led diverse teams throughout your career. What core principles guide your leadership style, and how do you inspire service excellence?
My leadership style is rooted in authentic engagement. Coming from a culinary background, I learned early on that you can’t lead a kitchen from an office; you must be on the line. I lead by these core principles:
- Empowerment: Giving teams the tools and the ‘why’ behind the ‘what.’
- Curiosity: Always asking, ‘How can we do this better?’ I encourage my teams to ‘colour outside the lines.’
- Inclusion: Respecting the local culture of every team we lead. Excellence happens when people feel a sense of ownership. I don’t want a team that simply follows a manual; I want a team inspired to create ‘wow’ moments because they take pride in their craft.
- Transparent Communications: I will always tell it like it is, and I expect the same from my teams. We will all make mistakes, myself included, but I don’t see mistakes as failures. They are learning experiences that indicate we are pushing boundaries and trying new things. I only ask one thing; learn from the mistake and don’t make the same one twice.
5. Looking ahead, where do you see the biggest opportunities for transforming the airport experience, and how do you envision PPG playing a defining role?
The biggest opportunity lies in hyper-personalization and the speed of travel. In the future, the airport experience will be tailored to your specific needs – whether you require a 20-minute power nap, a three course meal, or a high-tech boardroom.
PPG is uniquely positioned to lead this evolution because we own the entire ecosystem, from lounges and hotels to meet-and-greet services. We are moving from being a lounge operator to a travel experience curator. I see us as the bridge that bypasses the stress of the terminal and navigates guests to the comfort of the destination.
Above all, is the genuine focus on people – both our team and our guests. People will always connect with people. While technology will be a vital accentuator to our service, it will never replace human compassion and connection.
