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In a hotel, you can't always say ‘yes’ to everything. No upgrades available, hotel fully booked, late check-out refused, children not allowed in the spa, no tables available in the restaurant, change in pricing policy... No is part of everyday life. But between a “no” that hurts and a ‘no’ that builds trust, the difference can be summed up in one word: interpersonal skills (savoir-être).

The first impression a guest has when they arrive at your hotel is vital. This moment, which lasts around 90 seconds, is known as the...

A facial expression, a smile, a posture, a gesture can say much more than words. Body language — often unconscious — shapes the customer experience, reinforces or weakens speech, and reveals the quality of the welcome long before the first word. In a world based on human interaction, non-verbal communication becomes a powerful lever for hospitality.

When it comes to hotels, we often talk about the welcome on arrival, the comfort of the room or the quality of the restaurant service. But one decisive moment in the customer experience still too often goes unnoticed: breakfast. Let's not forget that this first meal of the day can transform a simple overnight stay into an unforgettable experience!

In the hotel industry, every detail counts when it comes to providing a memorable customer experience. Security staff, often perceived solely as guarantors of safety, actually play a much more subtle and decisive role. Often the guest's first point of contact with the hotel, they embody both vigilance and hospitality, combining authority and kindness.

On the floors of a hotel, guests expect more than just a clean and tidy room: they expect to be respected, greeted, known and recognised. The head housekeeper, floor housekeepers, chambermaids and valets play a crucial role in the guest experience.

In the hotel business, it all starts with a smile. Even before they discover their room, your customers are already forming an opinion about your establishment. That's why a warm welcome is not just a protocol, it's a real driver of delight... and loyalty.

As a hotel or restaurant manager, you and your teams give their best every day to offer your customers memorable experiences, tinged with excellence and attention. You work tirelessly to ensure that every detail counts, and that every moment is synonymous with satisfaction. But sometimes, despite all your efforts, a grain of sand gets in the way.

Giving empathy and active listening back the place they deserve means giving the hotel industry back its finest vocation: that of welcoming, serving and, above all, honouring people.

We give you 5 good reasons to make up your mind and make you realise that a mystery-visit action in your hotel will be beneficial for you.

Hospitality and service are far from being synonymous...