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 […]
Courchevel’s palaces are iconic luxury hotels, offering an unrivalled experience in one of the world’s most prestigious ski resorts. Among the most famous are establishments renowned for their exceptional service, comfort and attention to detail. These palaces compete not only with each other, but also with other luxury hotels, particularly in Switzerland, which is also […]
Hospitality in the mountains depends on a number of factors, from the first contact with guests to their departure. The aim is to create a warm, welcoming atmosphere that gives visitors the impression of being in a safe, comfortable, yet lively and dynamic environment. A ski resort doesn’t just offer impeccable slopes and luxurious rooms: […]
By Laurent Delporte – Founder of Delporte Hospitality “Not wanting to go through my daily routine doesn’t make me lazy. This sentence, uttered by Camille, 24, in a France 3 Provence-Alpes-Côte d’Azur report, resonates deeply in the professional world. It clearly expresses what a whole generation is feeling: a strong desire to regain control of […]
Humanity has always advanced through innovation. From the steam engine to artificial intelligence, every invention transforms the way we work, live and connect with each other. The hotel sector is no exception to this trend: the arrival of elevators, centralized reservation systems and online platforms has considerably altered the customer experience and the way establishments […]
In an ever-changing world, hotel projects can no longer be conceived in the same way as in the past. Too often, they are based on a binary relationship: an investor on one side, an architect on the other. And yet, the success of a business – both in economic terms and in terms of customer […]
In this article, I’d like to share the conviction that drives me deeply: true luxury is no longer measured by ostentation, but by the quality of presence, the appropriateness of the experience, and the inner freedom that a place or service can offer. In a world where everything is speeding up, where standardization threatens the […]
Long perceived as cold, functional institutions, banks today face a major challenge: recreating links, offering a genuine customer experience and instilling a culture of hospitality in their spaces and practices. In an increasingly digitalized world, the human dimension is becoming a differentiating factor. The time spent in a branch can no longer be a mere […]
Successfully upgrading your hotel: a profound transformation in hospitality Understanding what moving upmarket really means Many hoteliers still think that moving upmarket means getting an extra star or modernizing a few decorative elements. In reality, it’s a much deeper process, involving the entire identity of the establishment: its positioning, its internal organization, and above all […]
On board a cruise ship, hospitality takes on a unique dimension. You’re not just a passenger: you’re invited aboard a place that becomes, for a few days or a few weeks, your floating home. This feeling of welcome, comfort, safety and attention is at the heart of the onboard customer experience. It’s no longer just […]
