The B2B magazine of generous hospitality® · 180+ articles published since 2011 · 10k newsletter subscribersGuest experience
My analysis of the guest experience and the guest journey in luxury hospitality.
Faena New York The Art of Destination or the Manifesto of Generous Hospitality
At the intersection of the High Line and the Chelsea gallery district, Faena New York rises within the twisting towers designed by Bjarke Ingels as a…
July 3, 2026 · 8 min read
Bar Zapote: when hospitality becomes memory at Rosewood Mayakoba
At Rosewood Mayakoba's Zapote Bar, hospitality becomes memory. Interview with Ricardo Bobadilla, head bartender, by hospitality expert Laurent Delporte.
February 12, 2026 · 7 min
Emotional hospitality at the heart of the customer experience
Emotional hospitality transforms the customer experience, creating bonds, trust and lasting memories at the heart of upscale services.
January 26, 2026 · 4 min
Hospitality in hospitals and nursing homes
Improving hospitality in hospitals and nursing homes: quality of welcome, patient experience, comfort, care pathways and resident satisfaction.
December 30, 2025 · 7 min
Why organize a conference on the theme of "Hotel customer experience"?
To improve customer satisfaction, build loyalty and strengthen hotel performance over the long term.
December 22, 2025 · 7 min
How to Succeed in Welcoming Customers in a Luxury Store
In the luxury world, customer welcoming is neither simple protocol nor basic politeness. It is the first sensory, emotional, and human contact.
December 2, 2025 · 7 min
The importance of mountain hospitality
Laurent Delporte highlights the specificities of welcoming guests at high altitudes and the importance of hospitality in enhancing mountain stays.
December 1, 2025 · 4 min
High-End Service in Ski Resorts
Courchevel's palaces and Switzerland's finest hotels compete for mountain excellence. Laurent Delporte examines high end service and team training in ski resorts.
November 12, 2025 · 4 min
How are airlines reinventing on-board hospitality?
Reinventing hospitality on board: when airlines become cultural ambassadors Hospitality in the air is not limited to a smile or a well-presented meal tray. It is a subtle art, a true human choreography serving a memorable experience. Unlike the world of hotels or restaurants, that of transport [...]
October 16, 2025 · 8 min
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.
September 8, 2025 · 6 min
Hospitality and customer experience on board a cruise ship?
Explore how hospitality and customer experience are being reinvented on board cruise ships: services, innovations and passenger expectations.
August 14, 2025 · 7 min
Ski resort hospitality: what do holidaymakers expect?
Discover what holidaymakers expect from a ski resort: hospitality, a warm welcome, attentive service and unforgettable memories.
June 2, 2025 · 8 min
From Reorganizing a Profession to a Service Signature
Laurent Delporte analyzes restaurant management evolution, focusing on collaborative team structures and the transition from hierarchy to service signatures.
May 16, 2025 · 7 min
Optimizing the Business Guest Experience in Your Hotel: 10 Practical Tips
Optimize your business guests' experience with expert hospitality advice. Discover how to improve welcoming, services, and personalization to build customer loyalty.
April 3, 2025 · 6 min
Delporte Hospitality Speaks at 3 Conferences at EquipHotel 2024
Three sessions at EquipHotel 2024: human resources, innovative recruitment and hospitality in healthcare settings, with speaker Laurent Delporte.
December 16, 2024 · 4 min
Digital Technology in the Oetker Collection
Frank Marrenbach, CEO of Oetker Collection, shares his vision on digital technology, guest experience, and expansion plans in New York, Rome, and Berlin.
September 17, 2018 · 4 min
Coworking, Lifestyle Spaces and Luxury Hospitality: How Hotels Are Reinventing Tomorrow's Guest Experience
How luxury hotels are turning coworking, outdoor spaces and lifestyle areas into the new heart of guest experience, and why this shift matters for hospitality's future.
September 4, 2018 · 4 min