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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.<\/p>\n\n
Emotions create memories<\/strong><\/p>\n\n It’s not just the amenities in a room or the speed of the Wi-Fi that make a stay memorable. These are the emotions we felt: that moment of attention, that delicate word, that sincere look, that energy given.<\/p>\n\n I still remember one stay when, on my arrival in the room, a small cake was waiting for me to celebrate my birthday. The chef had written me a personalized welcome note. I didn’t ask for anything. And yet, this emotional attention had a profound effect on me. This is what emotional hospitality is all about: creating the conditions for guests to experience moments they’ll remember.<\/p>\n\n What is emotional hospitality?<\/strong><\/p>\n\n Emotional hospitality is the ability to deliver an experience that touches, marks and connects. It’s a form of welcome that’s not limited to efficiency or politeness, but is based on listening, personalization and sincerity.<\/p>\n\n It expresses itself in simple yet meaningful gestures. Like this note left in my room by a maid:<\/p>\n\n “I hope you have an excellent stay. I enjoyed preparing your room today.”<\/p>\n\n This kind of discreet, human message conveys real emotion. This is not a standard formula. It’s a vibration of attention.<\/p>\n\n How do emotions influence the customer experience?<\/strong><\/p>\n\n Emotions influence perceptions, decisions and memories. They determine satisfaction, but also loyalty. A positive emotion can turn an ordinary customer into an ambassador. Conversely, a negative emotion leaves a trace that’s hard to erase, even if everything else was perfect.<\/p>\n\n Emotional hospitality creates lasting bonds that go far beyond the service provided. It gives soul to the customer experience.<\/p>\n\n The three pillars of customer experience<\/strong><\/p>\n\n The customer experience rests on three fundamental pillars:<\/p>\n\n In the world of high-end products, it’s the emotional dimension that makes all the difference.<\/p>\n\n What is emotional experience?<\/strong><\/p>\n\n The emotional experience is the customer’s overall feeling, based on what he perceives and experiences. It’s a feeling of rightness, of emotional comfort, of recognition. It stems from an establishment’s ability to create a warm, coherent atmosphere, to pay attention to every detail, to address the individual rather than the customer.<\/p>\n\n Creating a good emotional experience means providing an atmosphere in which people feel expected, valued, understood and connected. <\/p>\n\n What factors contribute to a better customer experience?<\/strong><\/p>\n\n Artificial intelligence is no substitute for emotion<\/strong><\/p>\n\n AI is a powerful tool for organizing information, automating certain tasks, and even personalizing on a large scale. Thanks to certain software programs, we can now tell whether a customer likes firm pillows, is gluten intolerant, or is celebrating a special occasion.<\/p>\n\n But the AI feels nothing. It does not transmit energy. It delivers data, not emotions.<\/p>\n\n That’s why it’s essential to put people back at the heart of customer relations. Digital technology must support emotional hospitality, never replace it.<\/p>\n\n To deliver true emotion, you need to know yourself<\/strong><\/p>\n\n At DELPORTE HOSPITALITY, we are developing a unique training approach to hospitality that places self-knowledge at the heart of welcoming others.<\/p>\n\n We believe that hospitality begins at home:<\/p>\n\n Empathy is not a game. It can be cultivated.<\/p>\n\n Our training courses enable professionals to better understand their own personalities, so they can better understand those of others. It’s a human approach, demanding but fundamentally generous.<\/p>\n\n Welcoming your teams to better welcome your customers: Asymmetry of attention<\/strong><\/p>\n\n We can’t offer our customers genuine emotional hospitality if we neglect our employees. There’s an asymmetry of attentions: we demand kindness, flexibility and attentiveness, without offering this in return to our teams.<\/p>\n\n Hospitality must also be managerial. Receiving employees with respect, offering them a secure environment, sincere recognition and individual attention, is the starting point for all customer hospitality.<\/p>\n\n A well-received employee will naturally be able to pass on this energy to his or her customers.<\/p>\n\n Giving the experience a soul<\/strong><\/p>\n\n Today, in a world of standardized services and diluted emotions, emotional hospitality is becoming a powerful act. It’s what makes a place unique, a stay unforgettable, a brand loved.<\/p>\n\n You can’t invent it. It’s built on detail, sincerity and introspection. It can be learned, passed on and cultivated.<\/p>\n\n And it always begins with a gesture, a look, an intention.<\/p>\n\n “We don’t sell rooms. We sell souvenirs.”<\/p>\n","protected":false},"excerpt":{"rendered":" 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 just the amenities […]<\/p>\n","protected":false},"author":3,"featured_media":46925,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_uag_custom_page_level_css":"","footnotes":""},"categories":[141],"tags":[],"class_list":["post-46972","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-the-art-of-welcoming"],"yoast_head":"\n\n
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