Building a customer experience strategy in the hotel industry In an increasingly competitive sector, a hotel can no longer succeed by imitating its neighbors. Too many establishments end up reproducing the same standard pool, imposing lobby, standardized room with no differentiating impulse. However, what really makes the difference is a strategy focused on the customer […]
In a world where the customer experience is at the heart of everything we do, it’s no longer enough to consult the reviews left on the Internet to understand what works – or doesn’t work – in a hotel. Customer feedback is numerous, spontaneous and often rich in lessons learned. But we still need to […]
The Carlyle, A Rosewood Hotel – New York The elevator opens onto a silent corridor. The dark wood-panelled walls, the subdued lighting, the floor covered with a soft, geometrically patterned carpet – everything here speaks of another era, without ever seeming outdated. We’re at the Carlyle, A Rosewood Hotel, on the corner of Madison Avenue […]
I had the pleasure of staying for two nights at the JANEIRO Hotel, facing the Atlantic Ocean on Leblon Beach in Rio de Janeiro. Opened in 2018, this intimate property of 51 rooms and suites, all oriented toward the sea, is set within an elegant residential neighborhood, deeply rooted in local life. From the moment […]
There’s more to a hotel than beautiful architecture and inspired decor. Its uniqueness, strength and success lie in the experience of hospitality. And this experience can’t be improvised: it has to be planned in advance, with method and vision. This is precisely where we come in, with Delporte Hospitality. We help project owners define their […]
When the gesture becomes a tribute to the other, it transcends mere action to become ritual, emotion and connection. In the world of hotels, restaurants, professional maintenance – and more broadly in all Living Heritage Companies – the gesture is at the heart of hospitality, the raw material of a lasting sensory memory. 1. Gestures: […]
n December 2025, at the ILTM (International Luxury Travel Market in Cannes, Groupe Barrière presented the Majestic Barrière with a major reorganization of its hotel portfolio. This strategic turning point, unveiled by Grégory Rabuel, the group’s General Manager, and his team, now structures all hotels under the Barrière Collection banner, designed to assert the group’s […]
While service quality and the relationship built up by our teams remain at the heart of the hotel experience, design is now emerging as another equally structuring pillar. It’s no longer a question of simply decorating a place, but of giving it meaning, an identity, a capacity to make a lasting impression. This makes interior […]
At the HOTEL&SPA Forum, an annual gathering in Paris of international experts in the fields of well-being, luxury hotels and health, a central question emerged: how can we attract and retain talent in a sector where the customer experience is based above all on the quality of the human bond? This meeting gave me the […]
Every year, the HOTEL&SPA Forum in Paris brings together personalities committed to thinking about well-being, luxury and hospitality. It was in this context that I attended a number of fascinating conferences, some of which have fed deeply into my own analysis of contemporary hospitality. The topics addressed resonated with the questions I encounter every day […]
I had the opportunity to visit the Rosewood Mayakoba, in the heart of the Riviera Maya, t to discover not only the exceptionality of the place – its lagoons, its suites, its harmonious architecture – but above all the spa “Sense, A Rosewood Spa”. I was welcomed with rare kindness, by teams who were attentive, […]
At the Luxury Hospitality Conference in Milan, an international event that brings together professionals, managers and hoteliers every year, I had the opportunity to listen to and talk at length with Markus Venzin, Managing Director ofEHL. These discussions with Markus have profoundly enriched my thinking on an essential issue: how can human capital become the […]
At the MIPIM trade show in Cannes, investors, developers, architects and hotel operators analyze the changing face of real estate and tourism worldwide. The exchanges and data presented provide a better understanding of the major dynamics ofinternational hospitality. Every year, MIPIM is a key meeting place forinternational real estate players. Urban projects, hotel investments and […]
In the luxury hotel industry, the customer experience is at the heart of every strategic decision. To guarantee impeccable service and maximize customer satisfaction, many establishments use the services of mystery shoppers. But what are the essential qualities of a good mystery shopper and what is his or her profile? How can a quality audit […]
In a world where everything is speeding up, where artificial intelligence is imposing itself as a solution to everything, emotion remains what we will never be able to automate. And in the hotel business, as in all hospitality activities, emotion is the key to a memorable experience. Emotions create memories It’s not just the amenities […]
In an ever-changing world, the luxury hotel industry remains a demanding, refined sector, where detail makes all the difference. Service excellence can’t be improvised: it has to be cultivated. To keep pace with customers’ expectations – ever more refined, personalized and sensitive – training is becoming an essential step. Whether you’re a working professional, a […]
I had the pleasure of attending the Hotel&Spa Forum in Paris, an event that every year invites us to take a closer look at the challenges of well-being, hospitality and luxury. This year’s event focused on an essential theme: the freedom to choose. It’s a luxury that everyone today wants to experience freely, at their […]
In a world where the customer experience is at the heart of everything we do, it’s no longer enough to consult the reviews left on the Internet to understand what works – or doesn’t work – in a hotel. Customer feedback is numerous, spontaneous and often rich in lessons learned. But we still need to […]
Hospitality, beyond material comfort In the collective imagination, hospitality in the medical environment is often limited to a few visible elements: cleanliness of rooms, quality of meals, comfort of furnishings. However, reducing this concept to material aspects impoverishes its scope. The term “hospitality”, derived from the Latin hospes – meaning both host and guest – […]
In a hyper-connected world where consumers have real-time access to an infinite number of choices, the customer experience has become a key differentiating factor. Products look alike, services are standardized, but what remains engraved in a customer’s memory is the quality of the welcome, the warmth of the relationship, the ability to arouse emotion. In […]
To make the most of a hotel’s walls and turn them into a real asset, it’s essential to approach the project from a strategic angle, taking into account the financial stakes, sustainable development standards, and the need to add value to the building so as to create long-term value. 1. The importance of assets in […]
