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.

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.