Successfully upgrading your hotel: a profound transformation in hospitality
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 […]
How do you deliver an exceptional customer experience on board a cruise ship?
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 […]
New customer expectations and challenges for spa operators in 2025
In 2025 and 2026, the spa sector is at a strategic turning point. At the latest Forum Hôtel & Spa, the leading event in Paris for professionals in the well-being and upscale hotel sectors, this issue and the transformations taking place in the industry were at the heart of discussions. Beyond the care provided or […]
The luxury of being free: how exceptional expertise gives new meaning to hospitality
In a world marked by standardization, speed and immediacy, we urgently need to rethink the foundations of hospitality. No longer an accumulation of services, but a subtle art of creating links, transmitting emotion and inscribing a story in a place. In this respect, Entreprises du Patrimoine Vivant (Living Heritage Companies), with their unique know-how, play […]
François Delahaye, a leading figure in luxury hospitality
I had the pleasure of being invited to the HOTEL&SPA Forum, ably organized by Vlady Kovanic at the Four Seasons Hotel George V in Paris. Over the years, this event has become a must-attend event for professionals in the wellness and upscale hotel sectors, bringing together those who wish to reflect together on tomorrow’s major […]
Well-being and hotel profitability: how to reconcile emotion, science and return on investment?
It is my pleasure to introduce Simon P. Casson, an international figure in the luxury hotel industry. Today President of the Corinthia Hotel Group, he is pursuing a remarkable career in the service of demanding, human and forward-looking hospitality.His experience, acquired notably within the Four Seasons Hotels and Resorts group, where he headed operations for […]
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 […]
Ski resort hospitality: what do holidaymakers expect?
Hospitality, welcome and experience in the heart of the mountains Going to the mountains is often synonymous with intense moments: communion with nature, the pleasure of descents, moments shared with family and friends. But beyond the quality of the slopes, what today’s holidaymakers are looking for in a ski resort is a genuine experience of […]
10 essential tips for improving the hotel guest experience
Customer experience is one of the most decisive aspects of the hotel business. To stand out from the crowd in such a competitive sector, hoteliers need to know how to meet guests’ expectations while offering services that go beyond their needs. As a hospitality expert who has visited over 300 hotels worldwide, I can help […]
Hotel and Architect: Collaboration for an Exceptional Customer Experience
In a hotel project, the role of the hotel architect is fundamental in designing aesthetic and functional spaces. However, to guarantee an exceptional customer experience, the intervention of a hospitality expert is crucial to complement and guide the architect’s work. As an expert, I work with the architects for hotels to ensure that every detail […]
Mystery customer
Mystery Shopper: A Key Tool for Measuring and Improving Experience in the Luxury Hotel Industry Mystery shopping is an invaluable evaluation method for companies in the luxury goods and hospitality industries seeking to guarantee impeccable service quality. Mystery shoppers, also known as incognito shoppers, verify that every detail of the customer experience meets the required […]
Ralph Radtke: Returning to the Essentials of Luxury Hospitality
When experience meets authenticity in luxury hospitality In an industry often driven by innovation, technology, and constant reinvention, it is sometimes necessary to pause and return to fundamentals. Luxury hospitality, perhaps more than any other sector, evolves in cycles yet its essence remains deeply rooted in human connection, attention to detail, and the ability to […]
Langham Hotel : trends and sustainability
I recently had the privilege of meeting with Stefan Leser, CEO of Langham Hotel and we’ve shared our hotel vision during the ILTM show: What are your biggest challenges in the guest experience going forward? What trends do you see that you want to incorporate? The challenge is about how you bring your message […]
Fine hotel dining of the future: Towards a community approach, interview with chef Thierry Marx
Thierry Marx, Chief Executive & Restaurant Director of the Mandarin Oriental, Paris, is also an involved member of his community. He actively works on shaping the future of restaurant dining, going between a return to the basics and innovation. As sponsor of the 2018 edition of EquipHotel, he serves as the ambassador to a necessary […]
Langham Hotels, art of welcoming
I recently had the privilege of meeting with Stefan Leser, CEO of Langham Hotel and we’ve shared our hotel vision during the ILTM show: What differentiates Langham Hotels from other hotels? One thing that is unique is our club lounge. I almost don’t like the words ‘Club Lounge’ because a lot of people claim to […]
Iconic hotel
It’s a such a pleasure to present Ralph Radtke, a man with nearly 40 years in the hotel industry across 15 different countries to his name, is a sizeable reference guide for this industry. Following a noteworthy career path as General Manager of Sofitel, Director of Operations in Accor Hotels in Luxembourg and a nomination […]
How Langham hotel is expanding worldwide : Insights from CEO Stefan Leser
Meet a great entrepreneur : Stefan Leser – CEO of Langham I met with the CEO of Langham Hotels during the ILTM show. I’ve stayed in a Langham Hotel in Shanghai: a beautiful hotel in the French Concession area of the city. Where are Langham Hotels located, and what are the upcoming developments for the […]
The Negresco and the art of renewal
The reputation of the Negresco precedes it. Since it opened its doors in 1912, this Niçoise Palace has climbed to the summit of the hotel industry and has made a place for itself in the highly exclusive club of the jewels of French hotels. By any measure, the hotel had surely found the recipe for […]
The future of hospitality
I recently met with François Delahaye, General Manager of the Dorchester Collection. Like a fine symphony maestro, he leads the hotels in the Collection: Plaza Athénée, the Meurice in Paris, The Dorchester in Londres, The Beverly Hills Hotel and the Bel-Air Hotel in Los Angeles, Hotel Principe di Savoia in Milan, the Coworth Park […]
Hotel Borgo Egnazia
Borgo Egnazia: Rethinking Luxury Through Generous Hospitality in Puglia At a time when the hospitality industry is rethinking its fundamentals, certain destinations are emerging as quiet references—not through their ability to impress, but through their capacity to reconnect. The region of Puglia, in southern Italy, embodies this shift. Long positioned outside the main international tourism […]
Hotel Martinez in Cannes, a tale of reinvention
In May 2018, the iconic Hotel Martinez reopened its doors following 18 months of work, including 4 months in which the establishment was closed to the public. This construction work entailed a true rebirth for this iconic hotel, which has been in service since 1929. A new positioning, new image, new brand: this is an […]
