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 theme “True luxury is the freedom to choose”, the forum brought together international experts around conferences, discussion times, and the presentation of the Red, Blue and Black Diamond awards, celebrating the most remarkable initiatives. The event offered a valuable space for reflection to better understand the expectations of an increasingly informed, demanding public in search of meaning.
It is in this context that I would like to share here some thoughts from my discussions and my observations during this day.
A generation that is shaking up spa codes and inspiring a new art of living.
We are witnessing a real change: younger generations no longer just want to be cared for. They want to take control of their health and beauty in a sustainable way, with an increased demand for personalization, transparency, and concrete proof. This profound transformation of expectations calls for a new way of thinking about welcome and support in our places of well-being. This is precisely what I am trying to decipher here, in connection with the vision that I carry at DELPORTE HOSPITALITY: that of generous, human hospitality, and based on the accuracy of intentions.
The new generation aspires to preserve their health and beauty assets over time, by relying on personalized, scientific and transparent solutions. Yesterday we were asking ourselves: “Can you “fix” me? Today, we ask ourselves: “How can I preserve what I have? ". It seeks personalized, preventative and evidence-based solutions supported by science and technology.
A preventive, personalized and scientific approach to serving the customer
The new generation is well informed, demanding, and has little tolerance for vague or generic promises. She is looking for:
• Accurate and evidence-based diagnostics: Skin analysis, genetic testing, advanced imaging tools are becoming essential gateways. They make it possible to establish a tailor-made care pathway, adapted to the real needs of each individual.
• Total transparency: Young consumers want to see, understand and measure results. Hospitality can no longer be satisfied with a superficial welcome. It must be based on visible evidence and numerical data that reinforce trust.
• Informed support: The treatment becomes an immersive and educational experience, where the client is an actor in their well-being, guided by attentive professionals, capable of explaining each step and each benefit.
The challenge for the spa and fitness industry: moving towards smart, connected hospitality
To meet these expectations, spas and wellness centers must go well beyond the simple sale of services. This involves deploying integrated reception strategies, guided by in-depth diagnostics and cutting-edge technologies, while cultivating a sincere human relationship.
• Visual analysis of the skin becomes a strategic lever: it establishes a real relationship of trust, promotes loyalty by measuring progress and makes it possible to recommend accurately adapted products and treatments.
• The customer experience is transformed into a coherent, transparent and personalized journey: each step is designed to enhance the uniqueness of the customer, in an approach of preservation and sustainable improvement.
At DELPORTE HOSPITALITY, we support well-being players in this transformation by integrating these dimensions of expertise, strategy and generous hospitality®. Our mission is to help create experiences where technology meets people, where performance combines with kindness, and where each customer feels truly welcomed, listened to, and valued. We also offer training on the concept of hospitality linked to the sector to achieve your objectives.
How should the hospitality industry meet these expectations?
Luxury, as we understand it at DELPORTE HOSPITALITY, is undergoing a complete transformation. It is no longer measured by ostentatious opulence, no more golden ceilings, ultra-fine fabrics or visible external signs of wealth. Today, true luxury lies in emotional resonance, in the capacity of an experience to deeply touch the individual.
It’s no longer just a question of decor or material, but of authentic feeling.
Customers, whether in the wellness, spa, fitness or hospitality sectors, seek above all to be seen, heard and understood, beyond the simple fact of being served. This expectation calls for a radical transformation of professional practices and postures.
Key lessons for renewed hospitality
• Human connection is the true luxury. It does not result in a formal service or a multitude of services, but in a sincere and authentic exchange. This luxury cannot be bought, it must be experienced, it is built in each interaction, each gesture, each word.
• Intention, sincerity and empathy become the new criteria of excellence. It is these intangible values that make the difference between standard service and a memorable experience. They require that each member of staff be aligned with this vision of generous hospitality®, which favors relational quality and real attention to others.
• Staff must be empowered and trained to interact meaningfully with customers, fully engaging with their emotional and sensory journey. This involves not only technical skills but above all a welcoming posture, an ability to read unspoken expectations and respond to them with authenticity.
My vision at DELPORTE HOSPITALITY
In this context, the hospitality that I defend is above all a human and holistic approach. It is based on the idea that to offer a truly differentiating luxury experience, we must start by welcoming others in their entirety, with their emotions, their needs and their singularities.
This generous hospitality® is a subtle art that combines rigor and sensitivity, know-how and interpersonal skills. It invites us to go beyond the simple transaction to create a lasting and deep bond, which transforms each stay, each treatment, each moment into a unique and meaningful moment.
It is this vision that I share and support in my interventions: to make each encounter an opportunity for true emotion, shared kindness and lasting added value, in the service of reinvented luxury, more human and more responsible.
How should the hospitality industry meet these expectations?
Luxury, as we understand it at DELPORTE HOSPITALITY, is undergoing a complete transformation. It is no longer measured by ostentatious opulence, no more golden ceilings, ultra-fine fabrics or visible external signs of wealth. Today, true luxury lies in emotional resonance, in the capacity of an experience to deeply touch the individual.
It is no longer a question of decor or material, but of authentic feeling.
Modern customers, whether in wellness, spa, fitness or hospitality, seek above all to be seen, heard and understood, beyond the simple fact of being served. This expectation calls for a radical transformation of professional practices and postures.
Hospitality is first and foremost a human story
When we think back to our most beautiful trips, it is neither the marble of the suites, nor the grandeur of a suite that marks us the most. These are the meetings. These people, often discreet, who knew how to create a bond, reassure us, welcome us fully. This is the beating heart of hospitality.
And in the world of spa or well-being, this takes on even more meaning. What are customers looking for? A trusted person, a benchmark. A host or hostess who simply tells you:
“You are with me now. I will take care of you. »
In a world where everything is becoming technological, rapid, standardized, the essential thing comes down to people. The ability to create a moment of presence, attention, emotion. This is the true signature of contemporary luxury.
It is this vision that I share and support in my interventions: to make each encounter an opportunity for true emotion, shared kindness and lasting added value, in the service of reinvented luxury, more human and more responsible.
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