Emotional hospitality at the heart of the customer experience
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 […]
Why train as a luxury hotelier in 2026?
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 […]
True luxury is the freedom to choose
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 […]
Hospitality According to Chef Edgar, Rosewood Mayakoba
I had the privilege of meeting Chef Edgar Chávez, a renowned Mexican chef, and of sharing with him his vision of gastronomy, management, and hospitality. During several days at Rosewood Mayakoba, I was able to explore the hotel behind the scenes, meet the teams, and engage in meaningful conversations with them. I warmly thank all […]
Analyze mystery customer feedback to improve the customer experience
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 in the medical environment: a strategic lever for hospitals and nursing homes
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 – […]
Why organize a conference on the theme of “Hotel customer experience”?
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 […]
How can hotel real estate assets be leveraged to create sustainable value?
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 […]
Why organize a conference on the definition of luxury hotels?
The world of luxury hotels fascinates, inspires and questions. For many, it’s a picture of sumptuous palaces, spectacular suites and unparalleled service. Yet behind this window hides a complex reality, made up of codes, rigor and constant demands. At Delporte Hospitality, we regularly observe that teams of suppliers, architects, sales forces or business partners have […]
Hospitality: When the Art of Service Becomes a Memorable Human Experience
J’ai eu le plaisir de retrouver Édouard Gromangin, directeur du Rosewood Mayakoba au Mexique et responsable régional, un professionnel dont l’engagement envers ses équipes et ses clients est reconnu depuis de nombreuses années. We met back in high school, when I noticed his smile and his ability to take an interest in others. This simple […]
Top-of-the-range service in ski resorts
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 […]
The importance of mountain hospitality
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: […]
VitalScore: The Digital Wellness App Enhancing Guest Experience and Hotel Performance
“In luxury hospitality, excellence today is not just about flawless service — it’s about anticipating needs, personalizing experiences, and caring for the well-being of both hotel guests and teams ” Developed by WellWays, the VitalScore app embodies this vision, offering hotels a unique opportunity to combine innovation with authentic human care. Why Investing in Well-being […]
The art of helping others grow: François Delahaye, hospitality from the heart
I took part in the HOTELSPA Forum, a day rich in meetings and reflections, brilliantly organized by Vlady Kovanic at the heart of the Four Seasons Hotel George V in Paris. This annual event brings together the key players in the spa, wellness and prestige hotel sectors, to discuss the major issues shaping the future […]
Generation Z and the hospitality professions: towards a new work culture
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 […]
Hospitality as care: rethinking the customer experience through the prism of well-being
The Hotel&Spa Forum has become a must-attend event for those who imagine tomorrow’s well-being. It brings together in Paris at the four Seasons hotel the most influential players in the spa, hotel and design worlds, to discuss the major issues of the future: customer experience, sustainability, innovation, but also regeneration and sensitive hospitality. It was […]
Luxury and sustainable development: more responsible hospitality
Luxury is essentially a world of high standards, excellence and rarity. But in a world faced with environmental challenges, it must now combine refinement and responsibility. Long on the sidelines when it comes to ecological issues, the luxury hotel industry has begun its transformation, with varying degrees of conviction depending on the destination, the player […]
AI and the hotel industry: progress or dehumanization of service?
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 […]
Successful collaboration between architects, hoteliers and investors: a strategic and operational vision for sustainable projects
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 […]
Welcoming ourselves before welcoming others: towards a hospitality aligned with being
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 […]
Rethinking customer reception at banks: towards a banking hospitality approach
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 […]
