At the EQUIPHOTEL trade show, I met Béatrice Gravier, General Manager of EQUIPHOTEL, to discuss the sector's major trends. She shares her vision of hospitality today, its challenges, and how this industry can inspire others.
What is hospitality today?
Hospitality has changed enormously. We now talk about hospitalities, in the plural. Today, it is no longer just about offering a bed and a meal, it is much more than that. It is a true art of welcoming, around the clock, whatever the diversity of guest and staff profiles. Hoteliers must adapt to a very wide range of clienteles: tourists, local guests, business travellers, and even neighbourhood visitors who simply come for a coffee or to work in a shared space. Hospitality is becoming a hybrid ecosystem, where guest expectations diversify according to their needs at every moment of the day.
How can the hospitality sector inspire other industries?
Hospitality inspires far beyond hotels and restaurants. Its codes (welcoming, personalized service, guest experience) already influence other sectors such as commercial real estate and residential living. For example, more and more companies are looking to improve how they welcome their own employees, in the same way they take care of welcoming their clients. What we are seeing today is a real transposition of hospitality practices into working and living environments. It is about creating spaces where everyone feels good, and that includes not only guests but employees too. Hospitality is, above all, a state of mind, an ability to anticipate everyone's needs, at every moment.
What do you see as the current challenges facing hospitality?
The hospitality sector faces several major challenges. First, there is a growing demand for personalization. Guests want unique experiences, but these need to remain affordable. Then there is the technological challenge. Introducing digital technology into services helps gain efficiency, but it is crucial not to lose the human contact. New technologies must support hospitality, not replace its very essence. And finally, there is the question of recruiting and retaining talent. Attracting and keeping younger generations, whose expectations are very different from those of the past, is a genuine challenge. They are looking for a work environment that has meaning, where they feel fulfilled.
How does luxury hospitality fit into this evolution?
Luxury remains a reference model. In luxury hospitality, you find this ability to personalize the experience while maintaining a very high level of service. This sector adapts extremely well to evolving expectations. Luxury guests are often the most demanding, and they want tailor-made services, always with that human touch that makes the difference. Luxury is not just a matter of price or standing, it is above all a matter of detail, attention, and generosity in the welcome. It remains a laboratory of innovation, where new ways of welcoming guests and answering their most refined expectations are constantly being tested.
Discover the EQUIPHOTEL Luxury Trail by Delporte Hospitality.
Come and explore exceptional solutions, carefully selected to offer a unique experience to your most demanding guests. The Luxury Trail highlights exhibitors who embody excellence and refinement, meeting the expectations of upscale hotels.
Recruitment in hospitality is a major challenge. How can the industry attract and retain young talent to keep hospitality alive?
It is a major issue. Younger generations no longer want to work the way people used to. They are looking for meaning, flexibility, and a work environment that values them. What employers need to understand is that loyalty begins with how you welcome your own employees. We often talk about the importance of welcoming guests well, but the same is just as true for staff. If you take care of your teams, they will take care of your guests. Today, we therefore need to rethink corporate culture and work organization to meet these new expectations, while still maintaining a balance with economic realities.
What is EQUIPHOTEL offering this year to address these challenges?
EQUIPHOTEL is a place for exchange and innovation. This year, technological challenges, service personalization, and the hybridization of spaces will be at the heart of the discussions. Numerous conferences and workshops will cover these topics, including the question of employee wellbeing. It is a not-to-be-missed event for anyone who wants to stay up to date and discover the sector's latest trends.
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