Societal and environmental changes today call for the creation of new approaches to improve and recreate the hospitality experience. In the tourism and hospitality sector, which has become very competitive, each hotel is looking for new innovative practices to provide a memorable welcome to each client, exceeding their needs and surprising them with each visit to the destination.
This question was at the heart of my study. General Managers said traditional guests are still attached to the old practices… but all the experts highlight the urgency of implementing innovation to welcome the new customers and get a significant differentiation with competitors. The challenge is to be flexible and get quickly adapted to each guest, giving a larger choice to satisfy all
Welcoming rituals seem so obvious to us in our private life. Yet it is not easy to describe what he is. The concept of hospitality is very old, even older than the word "Hospitality". In this article, we will describe how hospitality started in our civilization
Welcome today is also the mirror of our society, handling its contradictions: the rush for time, for efficiency and digital life, while our body and soul claim authentic contacts, resourceful experiences in real life… Customers value a two-way conversation with the ability to be a part of creating what they want (co-creation). They are also more discerning, knowledgeable but also confused, with various
I was touched by the humanist theories of welcoming and many researchers brought evidences in this area today. Welcome is described as a mutual exchange based on an inner journey. With a consequence: one cannot welcome authentically another person unless he welcomes himself first and be full of compassion and openness. These approaches enlighten the overall human management used today in the hotels
Studying new hospitality practices leads to two fundamentally different approaches to customer strategy. Authentic hospitality needs a vision that returns to the essence of hospitality and its fundamental values, which inevitably induces a break from traditional patterns and in this, a great leap in innovation. It also requires small sacrifices in the way we normally greet clients, until our attitude and practices become
The organization of luxury hotels is changing to better welcome guests and meet the needs of all customers. Among these new practices, there is the modern concierge service which adapts and becomes professional with the help of technological tools. What is the future of concierges?
We are at the heart of the theme. As the welcome is purely human and therefore inherently unpredictable, the study revealed an atmosphere that can be contradictory in large traditional hotels. These companies offer an efficient and highly qualitative welcome, but this is not enough because new clients seek the authenticity that they find in private properties or small villas
I recently had an exclusive interview with Peter McAlpine, an expert in Hospitality, who has launched an innovative concept of Heart-based Hospitality to enhance the guest experience throughout the hotel industry. In the previous article, we described his approach and the nature of Heart-based Hospitality. Now, we can go further to know how it works practically and what has to be done to