Hospitality consulting & audit, from intention to experience
Hospitality audit, mystery guest, strategic and hotel consulting, and experience design: a demanding yet caring outside view of what your guests and teams truly experience, in luxury hospitality and beyond.
Three situations I encounter every week
Before any method, we listen. Here are three situations the leaders of hotels and luxury establishments share with us most often, and what the hospitality audit reveals each time.
The standards are met, the emotion is missing. The audit reveals what questionnaires never measure.
Hospitality has become a checklist. What’s missing is the culture that gives meaning to the gesture, and the desire to do it well.
Hospitality is decided from the blueprints. Too many projects think in square metres before moments: there is still time.
Audit, strategic consulting and experience design
Three ways to intervene depending on the moment of your establishment: the hospitality audit (mystery guest), strategic hospitality consulting, and experience design (concept, guest journey, project advisory). Always in service of the guest experience and the employee experience, in hospitality as much as in healthcare (hotel consulting), banking, retail or real estate, and any other sector that welcomes guests.
Hospitality audit & mystery guest
Full immersion in your guest journey, in real conditions. A precise, candid debrief: moments of truth, frictions, opportunities for attention and improvement for the teams.
Request an audit →Strategic hospitality consulting
With your leadership: defining your signature and your culture of welcome, aligning the executive team, prioritising the work. A roadmap that commits, not a report that gathers dust.
Build the vision →Experience design & architecture advisory (AMO)
Designing the experience before the walls: hotel or restaurant concept, guest journey, the architect’s brief. As project advisory (AMO), I turn a conventional hotel into an experiential one and bring the culture of hospitality to residences, offices and workplaces.
Design the experience →Get inspired by DELPORTE HOSPITALITY MAG articles
Laurent Delporte’s field analyses on these same topics, published in DELPORTE HOSPITALITY MAG.
Test your company's hospitality level
An online diagnostic that takes just a few minutes to complete. We'll then suggest a 30-minute call with Laurent Delporte to walk you through the results and the best place to start for your company.
A simple process, in three stages
From the first conversation to your teams' autonomy, the engagement follows three clear stages: a talk, a field immersion, and a transformation supported over time.
We talk
Thirty minutes, complimentary. Your context, your challenges, your timeline. You leave with a first perspective, whatever happens.
I come and see
Immersion in your establishment, interviews with the teams, a mystery-guest journey where relevant.
We act together
Debrief to the leadership, a prioritised roadmap, support through implementation, all the way to autonomy.
Frequently asked questions
What does a hospitality audit involve?
A hospitality audit is a full immersion in your guest journey, in real conditions and often as a mystery guest. I observe what your guests and teams truly experience, from first contact to departure, then deliver a candid debrief of the moments of truth, frictions and opportunities for attention.
Which establishments do you work with?
I support hotels and palaces, but also restaurants, healthcare, retail, banking and real estate. Wherever an organisation welcomes human beings, the codes of luxury hospitality become a competitive advantage.
How long does a consulting engagement last?
It depends on the challenge. An audit takes a few weeks; a strategic engagement with the executive team runs over several months, all the way to your teams’ autonomy. It all starts with a complimentary thirty-minute talk.
What is generous hospitality®?
Generous hospitality is the conviction that the quality of a welcome comes not from processes but from a shared culture, where every employee feels considered and in turn considers the guest. It is the doctrine I carry in consulting, training and keynotes.
How does the first talk work?
Thirty minutes, complimentary and with no commitment: your context, your challenges, your timeline. You leave with a first perspective and the right starting point, whatever happens.
What is the difference between a mystery guest and a hospitality audit?
A mystery guest is an anonymous visit that tests a journey at a single moment. A hospitality audit goes further: I observe the whole guest and employee experience, interview your teams and deliver a roadmap. The mystery guest is often one of the audit’s tools.
How do you design the guest experience of a hotel before it opens?
That is exactly what experience design is for: from the concept and blueprints, I work alongside the architects and project ownership (AMO) to shape the guest journey, the thresholds and the key moments. This creates an experiential hotel, not just square metres.
How do you create a culture of hospitality in a company?
By transposing the know-how of palaces to your sector: a diagnosis of your welcome culture, a defined hospitality signature, then training and support for the teams all the way to autonomy. This approach serves hospitality as much as healthcare, banking, retail or real estate.
Let’s talk about your establishment
A few lines are enough: I reply personally within 48 hours.
Book your first talk
30 minutes, complimentary and with no commitment. Pick the slot that suits you directly.
Laurent Delporte’s consulting and audit insights from the magazine, mission after mission
Building a customer experience strategy in the hotel industry
Mayan hospitality and wisdom
Luxury hotels: major trends revealed at MIPIM 2026
When hospitality inspires craftsmanship: excellence in know-how to enhance the customer experience
