DELPORTE HOSPITALITY MAGThe B2B magazine of generous hospitality® · 180+ articles published since 2011 · 10k newsletter subscribers
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Consulting & audit

My analyses and field insights on consulting, auditing and hospitality strategy, mission after mission.

Hotel reception at work: front-desk staff greeting an arriving guest while another guest works from a sofa
Hotel expertise

Building a customer experience strategy in the hotel industry

In an increasingly competitive sector, a hotel can no longer succeed by imitating its neighbors. Too many establishments end up reproducing the same standard pool, imposing lobby, standardized room with no differentiating impulse. However, what really makes the difference is a strategy focused on the customer…

June 1, 2026 · 8 min read
Laurent Delporte flanked by two Mayan healers in white, before a ceremonial altar beside the cenote
The art of welcoming

Mayan hospitality and wisdom

I had the opportunity to visit the Rosewood Mayakoba, in the heart of the Riviera Maya, t to discover not only the exceptionality of the place, its lagoons, its suites, its harmonious architecture, but above all the spa “Sense, A Rosewood Spa”. I was welcomed with rare kindness, by teams who were attentive, passionate…

April 3, 2026 · 10 min
Partnership visual: DELPORTE HOSPITALITY MAG, media partner of MIPIM
The hospitality of tomorrow

Luxury hotels: major trends revealed at MIPIM 2026

At the MIPIM trade show in Cannes, investors, developers, architects and hotel operators analyze the changing face of real estate and tourism worldwide. The exchanges and data presented provide a better understanding of the major dynamics ofinternational hospitality. Every year, MIPIM is a key meeting place…

March 19, 2026 · 9 min
Red title card bearing the Réseau Excellence EPV and DELPORTE HOSPITALITY logos
Hotel expertise

When hospitality inspires craftsmanship: excellence in know-how to enhance the customer experience

In a world where customer expectations are constantly evolving, hospitality is no longer simply a service: it has become an experience, an art of bonding, a way of making the moment unforgettable. The link between high-end hotels and arts and crafts is not only natural, but essential. Basically, it’s a question of…

March 12, 2026 · 6 min
Laurent Delporte and a spa professional walking a trade show aisle, between the Phyt's and Thalgo stands
Hotel expertise

Hotel Spa: Is Your Spa Really at the Service of Your Hotel?

Long relegated to the status of an expected amenity, the spa is undergoing a profound transformation. It has become a strategic tool capable of influencing revenue per available room, brand image and internal culture. When a hotelier invests in a spa without ever deciding what he really wants from it, the result is…

March 5, 2026 · 10 min
Signature cocktails staged on wood and volcanic stone, one topped with a translucent bubble
Guest experience

Bar Zapote: when hospitality becomes memory at Rosewood Mayakoba

At the heart of the Rosewood Mayakoba, the Zapote Bar embodies a rare vision of hospitality: one that transforms a service into a memory. In this interview, Laurent Delporte explores how emotion becomes true luxury with Ricardo BOBADILLA, head bartender at the Rosewood Mayakoba Hotel. Can a cocktail reveal the soul of…

February 12, 2026 · 7 min
Beachfront resort at dusk: pool, cushioned day beds and a wooden lodge facing the sea
Hotel expertise

Case study of a mystery shopper in the luxury hotel industry: An in-depth analysis with DELPORTE HOSPITALITY

In the luxury hotel industry, the customer experience is at the heart of every strategic decision. To guarantee impeccable service and maximize customer satisfaction, many establishments use the services of mystery shoppers. But what are the essential qualities of a good mystery shopper and what is his or her profile?…

February 8, 2026 · 5 min
Hotel reception with a mirrored desk, wooden coffered ceiling, black bookcases and orange velvet armchairs
Guest experience

Emotional hospitality at the heart of the customer experience

In a world where everything is speeding up, where artificial intelligence is imposing itself as a solution to everything, emotion remains what we will never be able to automate. And in the hotel business, as in all hospitality activities, emotion is the key to a memorable experience. Emotions create memories It’s not…

January 26, 2026 · 4 min
Vladi Kovanic at the lectern before an audience, in a palace salon with gilded panelling
The hospitality of tomorrow

True luxury is the freedom to choose

I had the pleasure of attending the Forum Hotel&Spa in Paris, an event that every year invites us to take a closer look at the challenges of well-being, hospitality and luxury. This year’s event focused on an essential theme: the freedom to choose. It’s a luxury that everyone today wants to experience freely, at their…

January 14, 2026 · 6 min
Laurent Delporte and chef Edgar Chávez in the open kitchen of the Rosewood Mayakoba, cookbook in hand
The art of welcoming

Hospitality according to Chef Edgar Chávez | Rosewood Mayakoba, Interview by Laurent Delporte

I had the privilege of meeting Chef Edgar Chávez, a renowned Mexican chef, and of sharing with him his vision of gastronomy, management, and hospitality. During several days at Rosewood Mayakoba, I was able to explore the hotel behind the scenes, meet the teams, and engage in meaningful conversations with them. I…

January 12, 2026 · 6 min
Hotel reception scene: a guest greeted at the desk while a man observes from a sofa
Hotel expertise

Analyze mystery customer feedback to improve the customer experience

In a world where the customer experience is at the heart of everything we do, it’s no longer enough to consult the reviews left on the Internet to understand what works, or doesn’t work, in a hotel. Customer feedback is numerous, spontaneous and often rich in lessons learned. But we still need to analyze them…

January 4, 2026 · 6 min
Architect's view of the Clos des Lavandes residence: pale buildings, gardens and cypress trees
Guest experience

Hospitality in hospitals and nursing homes

Hospitality, beyond material comfort In the collective imagination, hospitality in the medical environment is often limited to a few visible elements: cleanliness of rooms, quality of meals, comfort of furnishings. However, reducing this concept to material aspects impoverishes its scope. The term “hospitality”,…

December 30, 2025 · 7 min
Contemporary dining room: slatted wood ceiling, blue screens and round tables laid for service
Hotel expertise

The Mystery Guest, a Key Player in Hospitality: Beyond Inspection, a Vision of Excellence

In an industry where the guest experience is the true signature of an establishment, the role of the mystery guest takes on strategic importance. Yet this mission still needs to be defined with precision. Too often reduced to a simple compliance checklist, it can become a technocratic exercise, far removed from the…

December 15, 2025 · 5 min
Cozy mountain chalet in the snow illustrating high-altitude hospitality
Guest experience

The importance of mountain hospitality

Mountain hospitality rests on a whole set of factors, from the very first contact with holidaymakers to the moment they leave. The goal is to create a warm, welcoming atmosphere that gives visitors the feeling of being in an environment that is safe and comfortable, yet also lively and dynamic. A ski resort cannot…

December 1, 2025 · 4 min
A bellman welcoming a guest at the entrance of a luxury hotel with professionalism
Hotel expertise

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…

November 11, 2025 · 5 min
The VitalScore app on a phone held in both hands: a 56% score and the wellbeing wheel
The hospitality of tomorrow

VitalScore: The Digital Wellbeing App That Enhances Guest Experience and Hotel Performance

In luxury hospitality, excellence today is no longer limited to flawless service: it means anticipating needs, personalizing experiences and caring for the wellbeing of both guests and hotel teams. Developed by WellWays, the VitalScore app embodies this vision, offering hotels a unique opportunity to combine…

November 6, 2025 · 7 min
Simon P. Casson speaking at the Hotel and Spa Forum 2025 in Paris
The art of welcoming

Hospitality as care: rethinking the customer experience through the prism of well-being

The Forum Hotel&Spa 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…

October 23, 2025 · 6 min
Aircraft cabin seen from the rear: rows of blue seats filled with passengers
Guest experience

How are airlines reinventing on-board hospitality?

Reinventing hospitality on board: when airlines become cultural ambassadors Hospitality in the air is more than just 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 air transport is characterized by…

October 16, 2025 · 8 min
Hotel lobby with self-service check-in kiosks, screens and travellers with their luggage
The hospitality of tomorrow

AI and the hotel industry: progress or dehumanization of service?

Humanity has always advanced through innovation. From the steam engine to artificial intelligence, every invention transforms the way we work, live and connect with each other. The hotel sector is no exception to this trend: the arrival of elevators, centralized reservation systems and online platforms has…

October 8, 2025 · 5 min
Red title card, The luxury of being free, with the Réseau Excellence EPV and DELPORTE HOSPITALITY logos
The art of welcoming

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…

October 8, 2025 · 6 min
François Delahaye and Laurent Delporte
Hotel expertise

François Delahaye, a leading figure in luxury hospitality

I had the pleasure of being invited to the Forum Hotel&Spa, 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…

September 22, 2025 · 6 min
Central agency Haussmann interior, bank reception space
Guest experience

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 in their spaces and practices. In an increasingly digitalized world, the human dimension is becoming a differentiating factor. The time…

September 8, 2025 · 6 min
Facades of the Casino de Monte-Carlo and the Hôtel de Paris under Monaco's blue sky
Hotel expertise

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…

August 25, 2025 · 8 min
Forum Hotel&Spa conference in Paris beneath a palace skylight, the screen reading True luxury is the freedom to choose
Employee experience

What is the new generation looking for in well-being, spa and fitness?

I had the pleasure of participating in the Forum Hotel&Spa in the prestigious setting of the Four Seasons George V Hotel in Paris. This event, organized by Vladi Kovanic, has become an unmissable event for hotel, wellness and spa professionals, eager to explore the major developments in our sector. Under the inspiring…

August 25, 2025 · 8 min
The cruise ship La Marguerite anchored in a turquoise bay lined with wooded islands
Guest experience

Hospitality and 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…

August 14, 2025 · 7 min
Dior spa treatment room: two beds dressed with toile de Jouy throws under a starry ceiling
The hospitality of tomorrow

Spa hospitality and customer expectations in 2025

In 2025 and 2026, the spa sector is at a strategic turning point. At the latest Forum Hotel&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…

August 14, 2025 · 11 min
Sunlit ski slope, chairlifts and Alpine peaks on the horizon
Guest experience

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…

June 2, 2025 · 8 min
Business guest working on a laptop in a hotel room
Guest experience

Optimizing the Business Guest Experience in Your Hotel: 10 Practical Tips

Guest experience in hospitality has always been essential, but for business clients, it takes on an even more specific dimension. As a professional who has traveled the world and visited more than 250 hotels, I have had the opportunity to observe and work on the aspects that truly make a difference. From space design…

April 3, 2025 · 6 min
Welcome gift at The Westin Paris-Vendôme: plush bee, honey jar, bathrobe and embroidered slippers
The art of welcoming

Luxury Hotels: The Art of Surprising Guests With a Welcome Gift

In luxury hospitality, excellence has become the norm. It is no longer enough, on its own, to create emotion. Guests who are used to travelling, comparing and experiencing properties across the world now expect something else. They are looking for an experience that moves them, that surprises them, and that leaves a…

December 16, 2024 · 7 min
A maître d'hôtel presenting a tray of petits fours on a terrace at dusk, the bay below
Employee experience

The Role of the Maître d'Hôtel in the Guest Relationship

"Being able to reinvent yourself matters, and teamwork is essential. The restaurant director, the head chef and their teams have to work together to think through a new project and put it in place. There is always a risk involved: you cannot please everyone." It can be difficult, emotionally, to disappoint a guest who…

December 16, 2024 · 3 min
Luxury seaside resort Banyan Tree Phuket
The hospitality of tomorrow

Luxury Resorts: Seaside Development and Quest for Meaning

This unprecedented period linked to Covid-19 and the near-global lockdown leads us to reflect. It is interesting to ask ourselves whether yesterday's life will resume its so-called normal course or if, on the contrary, it will change. Where extremely polluted regions find blue skies again, views of incredible…

December 16, 2024 · 6 min
DELPORTE HOSPITALITY card: book your advisory workshop, with Laurent Delporte seated on an ochre background
The hospitality of tomorrow

Luxury Hotels & the Quest for Meaning: Towards a New Model of Values

By wanting to preserve a certain tradition, the luxury hotel industry has not always been able to adapt to the changing needs of its customers. The minimum of services is certainly provided around great know-how, but as the years go by, the hotel industry finds it difficult to project itself into the decades to come.…

December 16, 2024 · 8 min
Dumas Paris advertising visual: a white pillow releasing a cloud of feathers on a blue background
Hotel expertise

Sleep in luxury hotels: the real challenge of the customer experience

In the world of luxury hospitality, establishments invest millions in architecture, design, dining, spas, rooftops, and immersive experiences. Yet one fundamental element is sometimes underestimated, even though it is a hotel's very first mission: letting the guest sleep well. This question has become strategic today,…

December 16, 2024 · 7 min
Palace bathroom: freestanding bath, twin marble basins and white bathrobes on their hooks
Architecture

Home & bathroom products

The selection of hospitality products to accompany guests’ stay in a hotel is essential. The interior designer should even participate in the selection of products to ensure their perfect integration into the decor he has proposed for the bathroom. The shampoo, shower gel and soap themselves become decorative objects…

December 16, 2024 · 3 min
Laurent Delporte and Denis Courtiade holding the book Pour vous servir in a palace lobby
The art of welcoming

The Qualities of a Great Maître d'Hôtel

Holding this role calls for real qualities. First, there is passion for the craft, which is needed to overcome the constraints that come with the job itself. That is the foundation: without passion, you will never feel fulfilled in this role, and you will end up feeling like you are enduring it rather than living it.…

January 19, 2021 · 3 min
Trump Chicago skyscraper next to the river
Hotel expertise

Trump Hotels: History, City Hotels and Golf Resorts

I was recently at ILTM, which brings together many of the finest hotel groups from around the globe. On this occasion, I was able to discover Trump Hotels. Our first hotel in our portfolio was Trump Central Park in New York. It's been open for 21 years now; I actually joined the pre-opening team 22 years ago. We've…

June 23, 2020 · 9 min
Flowered alley of the Grand-Hôtel du Cap-Ferrat sloping down to the sea between lawns and palms
The art of welcoming

Luxury Hospitality: Reinventing Guest Experience at Four Seasons Grand-Hôtel du Cap-Ferrat

In today’s luxury hospitality landscape, excellence is no longer defined solely by service standards or iconic locations. It is increasingly shaped by the ability to understand, anticipate, and reinvent the guest experience. Clients have become more experienced, more demanding, and above all, more mobile, constantly…

May 19, 2020 · 5 min
Laurent Delporte and Lindsey Ueberroth in front of the golden Preferred Hotels & Resorts sign
The art of welcoming

Preferred Hotels & Resorts: Meeting Lindsey Ueberroth

She is the Chief Executive Officer of Preferred Hotels & Resorts and a member of its Board of Directors. Since joining the company in 2004, Lindsey has helped solidify the position of Preferred Hotels & Resorts as an iconic global hospitality brand, a preferred partner for independent hotels, and a trusted resource…

March 17, 2020 · 9 min
Laurent Delporte and a Kempinski executive in front of an Art Nouveau stained-glass window
The art of welcoming

Kempinski, a luxury brand

Xavier Destribats oversees operations in The Americas, a fast-growing region of strategic significance for Kempinski, as a Member of the Management Board of Kempinski Hotels SA. In this role, Xavier has dual responsibility: on the one hand, strengthening the company's position and building momentum in the region,…

February 5, 2020 · 2 min
Virtuoso logo: the wireframe globe crossed by a red brushstroke, above Specialists in the Art of Travel
Hotel expertise

Virtuoso: Matthew Upchurch and Luxury Travel

Matthew Upchurch is a travel industry visionary with a lifetime of experience in numerous sectors of the field; he has led Virtuoso to become the top luxury travel network in the world. Matthew was named to the American Society of Travel Agents Hall of Fame in 2004 and the Cruise Lines International Association Hall…

December 6, 2019 · 9 min
Shanghai skyline at dusk: the Oriental Pearl Tower and the Pudong towers seen from the river
The art of welcoming

Urban Resort Concept: How Banyan Tree Shanghai Reinvents Luxury Hospitality

During my latest trip to Shanghai, on my way to participate in the ILTM Salon (International Luxury Travel Market), I chose to stay at the Banyan Tree Hotel in order to discover this brand’s first hotel in the city. Located in the heart of the city, along the historical boulevard The Bund, Banyan Tree Shanghai on the…

February 14, 2019 · 3 min
An illuminated Taj palace at dusk, its arcades and lawns beneath a violet sky
The art of welcoming

The Palace according to TAJ Hotels

I attended the 2017 edition of the ILTM Conference in Cannes. It was a wonderful opportunity to meet hoteliers from all over the world and discover new ways of imagining the art of welcoming. In France, we often take the notion of 5-star hotels and Palaces for granted. To the French ear, the term ‘Palace’ evokes an…

November 5, 2018 · 4 min
Provençal hilltop hotel: tiled roofs, cypress trees and gardens overlooking the village
Guest experience

Digital Technology in the Oetker Collection

I attended the 2017 edition of the ILTM Conference in Cannes. Over the course of the program, I sought out numerous hoteliers and hospitality experts to discover the latest emerging themes and challenges in the luxury hotel industry. One theme that has fascinated me over the years is the subject of digital technology.…

September 17, 2018 · 4 min
Portrait of Filip Boyen, CEO of Small Luxury Hotels of the World
Hotel expertise

Digital Technology in Small Luxury Hotels of the World

I attended the 2017 edition of the ILTM Conference in Cannes. Over the course of the program, I sought out numerous hoteliers and hospitality experts to discover the latest emerging themes and challenges in the luxury hotel industry. One theme that has fascinated me over the years is the subject of digital technology.…

August 6, 2018 · 5 min
The Plaza Athénée facade on avenue Montaigne, its red awnings and geranium-filled balconies
The hospitality of tomorrow

Luxury hotels: a rapidly evolving sector

I met François Delahaye, general manager of the Plaza Athénée and director of operations of the Dorchester Collection. Discovering catering at the age of thirteen as a chef's assistant in Lille, he became a footman for the Duke of Westminster at nineteen before attending the Ecole Supérieure d'Hôtellerie de Saint…

March 19, 2018 · 8 min
Meeting at the Oberoi Hotels stand: two executives before golden latticework and images of the Indian palaces
The art of welcoming

Oberoi Hotels: The Art of Welcoming

Please find here bellow my interview with Kapil Chopra, the CEO of OBEROI hotel. Please note that he quits the company to become full time entrepreneur. The hotel of tomorrow is going to be more digital. It's going to be more personalized. It's going to be more about choices. People like design, and they like great…

January 15, 2018 · 4 min
Château de la Messardière: the turreted facade and green mosaic pool lined with sun loungers
The art of welcoming

Palace Château de la Messardière, legendary hotel

From the top of its hill, the Château de la Messardière is one of the largest hotels in Saint-Tropez. 5-star hotel with its 117 rooms and suites, part of the restricted circle of luxury establishments (Palace label) in France, it has a spa, a gourmet restaurant, two bars, an art gallery and a 10-hectare park. A palace…

July 20, 2017 · 7 min
A massage table set beside a pool, the blue sea stretching out behind
Hotel expertise

Thalassotherapy, a French Wellness Tradition

Meeting Marie-Cécile Blanchard, director of the Sofitel Thalassa Institute in Quiberon. When I worked within Sofitel's international marketing department, the Sofitel Quiberon hotel already enjoyed a great reputation and real expertise in the art of thalassotherapy. Many public figures and stars stayed at this hotel…

April 5, 2017 · 5 min
laurentdelporte.com banner, Decoding the Luxury Hotel Industry, with Laurent Delporte's portrait
The hospitality of tomorrow

Hospitality trends 2017

Each year heralds a new period and new projects, as we are all conditioned to the rhythm of companies who have prepared their budgets for the coming year in relation to projects and the various events of the year. Each of them undertakes projects based on their current situation, their customers and future trends. To…

February 25, 2017 · 7 min
Casa Gangotena terrace overlooking Quito's Plaza San Francisco and its white church
The art of welcoming

Casa Gangotena, Quito: The Art of Welcoming

IGNACIO PAZ is passionate about tourism and service, areas in which he has worked from the start of his career, in Ecuador as well as in Spain, and which have led him to manage the Casa Gangotena Boutique Hotel today. With his experience, he can, within this superb Boutique Hotel nestled in the heart of historic…

September 26, 2016 · 7 min
The open gates of the Grand-Hôtel du Cap-Ferrat, the path leading to its white facade and flag
The art of welcoming

The extra soul of luxury hospitality

I had the pleasure of visiting the Grand Hotel Saint-Jean-Cap-Ferrat and discovering one of the most beautiful hotels on the French Riviera. On this occasion, I met Pierre Gruneberg, a legendary figure of the Côte d'Azur and a physiotherapist who worked as a ski and swimming instructor with many celebrities of the…

June 27, 2016 · 7 min
Complexe hôtelier Kempinski vu du ciel : piscines, jardins tropicaux et gratte-ciel en arrière-plan
The art of welcoming

Meet Alejandro Bernabé, CEO Kempinski

I'm very happy to share with you an interview of Alejandro Bernabé, the previous General Manager and Vice President, Southeast Asia, Siam Kempinski Hotel Bangkok, about the brand Kempinski. He is becoming now the CEO of Kempinski in 2015. With over 18 years in the hospitality industry, over a decade of which has been…

November 25, 2015 · 2 min
Portrait of smiling Chef Pierre Thiam
The art of welcoming

Cuisine through the Art of Welcoming

In the restaurant industry, the art of welcoming must be reflected at all levels, from the moment the guest arrives and even slightly before, at the time of reservation. The welcome, the atmosphere, the decor, the comfort, the floral touch, the choice of cutlery, the lighting, the acoustics, the aesthetics of the…

September 3, 2015 · 7 min
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