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).

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.