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Consulting · Strategic hospitality consulting

Strategic hospitality consulting

And you, what is your welcome signature?

You have a brand, a product, a place, and people you receive every day. Do you receive them well? And above all, do you receive them your way, the one that flows from your history, your culture, your city, your country? Strategic hospitality consulting by DELPORTE HOSPITALITY serves to define that way, to write it down, and to have your teams bring it to life.

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Une équipe de direction découvre sa charte de l'hospitalité DELPORTE HOSPITALITY

The assignment

A brand, a product, a place, and people received every day. Are they received well, and above all your way, the one that flows from your history, your culture, your city and your country? Strategic hospitality consulting by DELPORTE HOSPITALITY defines that way, writes it down, and has your teams bring it to life.

01

Define the brand's welcome signature

With senior management and the executive committee: what the house wants those it receives to experience, from its origin, its culture and its place. Generous hospitality® is the thread: the sense of place, the human connection, the well-being of the person received.

02

Write the hospitality charter

The house's reference document: the vision, the values, the expected gestures at every moment of the journey, for guests as for staff. Written with management and the teams, from what has been observed on site.

03

Build the roadmap

A precise, dated action plan, concrete tools (service standards, journeys, internal materials), the training needs identified, and a pilot to start with.

04

Bring the strategy to life

Training of teams and trainers, roll-out site by site or country by country, follow-up over time. A hospitality strategy is only worth what is embodied.

Situations encountered on assignments

Each situation is real and anonymised.

Pharmaceutical company · partner relations

How does a laboratory receive its doctors and partner centres?

The situation

A laboratory whose teams are in daily contact with doctors, pharmacists and medical centres. Each employee receives and visits in their own way; no shared reference says what it means, for this house, to welcome a partner well.

The stakes

The trust placed in the brand is played out in these relationships: on the phone, on a visit, at an event. A shared way of receiving becomes part of the brand itself.

DELPORTE HOSPITALITY's intervention

A hospitality diagnosis with staff and partners, a debrief keynote that brings the teams together around the subject, then the creation of the laboratory's hospitality charter and its action plan.

The benefit for the client

Partners who feel the difference without needing it explained, and teams who know what they embody.

International brand · partner network

Infusing a French art of welcoming internationally

The situation

A brand of French origin, present in many countries, whose teams train and support a network of professional partners every day. The brand claims a French touch, but its art of welcoming is not formalised.

The stakes

From one country to another, the relationship between the brand's teams and their partners does not say the same thing about the house. The stake is an art of welcoming recognisable everywhere, without flattening local cultures.

DELPORTE HOSPITALITY's intervention

The definition of the brand's own vision of the art of welcoming, then its expression in the relationship between the teams and their partners: fundamentals, gestures, a pilot with a first team, tools for trainers, country-by-country roll-out.

The benefit for the client

A welcome signature recognisable from one continent to another, carried by teams proud of what they pass on.

Hotel group · local culture

A brand strategy that speaks the language of its country

The situation

A hotel group developing in a region with a strong cultural heritage wants to define the brand strategy of its hotels. The temptation is to import the international standards of luxury.

The stakes

A welcome that says nothing of the place stands out from nothing. The stake is an identity before the stars: a way of receiving that local teams recognise and are proud to carry.

DELPORTE HOSPITALITY's intervention

Supporting management in defining and executing the brand strategy, with the integration of local culture into the way of receiving: the gestures, the words, the rituals, generous hospitality® adapted to the country.

The benefit for the client

Hotels with an identity before they have stars, and a promise the local teams embody naturally.

The hospitality charter

The hospitality charter is the document that sets, in a few pages, the way your establishment receives: the vision, the values, the expected gestures at every moment of the journey, for guests as for staff. It is written with management and the teams, from what has been observed on site. It then serves as a reference to recruit, train, and make everyday decisions.

  • 01The establishment's welcome vision and ambition
  • 02The values and expected postures
  • 03The moments of truth of the journey, from first contact to departure
  • 04The signature gestures, specific to the brand
  • 05The welcome of staff, mirror of the welcome of guests
  • 06The follow-up: how the charter lives and is passed on
La charte de l'hospitalité DELPORTE HOSPITALITY : notre engagement, votre expérience

The method, in brief

First understand, through an audit or diagnosis, what guests and staff really experience. Then define, with senior management and the executive committee, the welcome signature and the priorities. Write the hospitality charter and the roadmap, with concrete tools. Finally bring it to life: pilot, training of teams and trainers, roll-out, follow-up over time.

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Frequently asked questions

How do I create a culture of hospitality in my company?

By defining it from what is yours, your origin, your culture, your place, then writing it in a charter and bringing it to life through training. That is exactly the purpose of strategic hospitality consulting.

Is an audit needed before strategic consulting?

It is strongly recommended: a strategy that does not start from what guests and staff really experience remains an intention. The audit can be short, but it gives the strategy its substance.

What does the hospitality charter change concretely?

It gives teams a shared reference and management a decision tool. It serves for recruiting, training, onboarding, and everyday decisions.

How is an assignment billed?

On quotation, according to the time spent and the thinking provided, after a first conversation. From a few weeks for one establishment to several months for an international roll-out, with a pilot.

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