Author: Carine Mouradian

  -  Articles posted by Carine Mouradian

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.

Everyone agrees that welcome is fundamental in any business. And still, there is a lot of confusion about the definition and the essence. In this article, we will analyze some of the fundamental components of the welcome.

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

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?

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

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