“It’s our wedding anniversary”: why information still gets lost in luxury hotels
The guest wrote it in the pre-arrival form. He repeated it to the concierge during the pre-arrival call. He even mentioned it at the front desk when he arrived. And yet, the next morning at breakfast, nobody knows. A look at a paradox that anyone who has worked in a hotel knows by heart. The […]
Beta-Tester Hotels Programme
Five apps for one guest On average, a hotel uses five different applications to run its services. That's the finding of a survey we carried out among hotels. In the restaurant alone, some hotels juggle up to three apps: point of sale, reservations and stock management. On top of that come tools for the concierge, […]
New WhatsApp Business Pricing: What It Means for Hotels and Concierge Teams
Since October 1, 2026, Meta has been charging for the replies a hotel sends its guests through the WhatsApp Business API. Until now, whenever a guest wrote first, the hotel could reply free of charge for 24 hours. An important clarification: only the API is affected, meaning WhatsApp connected to software (a PMS, concierge tool, […]
What every good concierge should know before the guest arrives
Allergies, wishes, bookings: how to know your guests before they walk through the door. 7:30 pm, at the front desk. A couple arrives for three nights, along with a small dog that wasn't mentioned in the booking. While filling in the registration card, the wife mentions in passing that her husband has a severe nut […]
AI in Hospitality: Essential or Just a Marketing Argument?
Today, it is difficult to talk about software without hearing about artificial intelligence. AI has quickly established itself across many industries, and hospitality is no exception. Chatbots, virtual assistants, automated recommendations, data analysis… The possibilities are numerous, and some can genuinely transform the way teams work. But one question is worth asking: is artificial intelligence […]
Hotel housekeeping: managing the unexpected without losing track
11:30 a.m. The first departures are already behind us. Arrivals are beginning to take shape. A VIP room suddenly needs to be prepared as a priority. Two rooms are blocked due to a technical issue. Another, marked as ready, is not actually ready yet. For the housekeeping supervisor, the afternoon starts with reorganising the team. […]
End of Season: How to Turn Your Review into a Springboard for Next Year
The last check-out, the last table served, the shutters closing (or the pace simply slowing down): the end of the season often feels like a finish line. You breathe out, tidy up, turn the page. And yet, this is often exactly the moment when part of next season is decided. The relief reflex After weeks […]
Weddings, baptisms, private events: the real challenge behind perfect organization
A perfectly orchestrated illusion of simplicity A wedding in a castle, a baptism in a luxury hotel or a reception by the pool always gives the impression that everything is simple.The tables are perfectly set, the service feels natural, the guests enjoy the moment and everything seems effortless. But behind the scenes, the reality is […]
When robots fail: the real lesson for the hospitality of tomorrow
Reading time: 2 minutes In 2015, a hotel in Japan made headlines with a bold idea: replacing most of its staff with robots. At the front desk, animated dinosaurs welcomed guests. In the rooms, robotic assistants handled requests, while humanoids moved around the lobby. A scenario many of us have imagined: machines taking over our […]
How to keep your teams motivated through peak season
Reading time: 5 min A challenge specific to seasonal hospitality While every hotel goes through periods of intense activity, seasonal establishments concentrate the bulk of their business into just a few months. Teams are often made up of new hires, training time is limited, and expectations remain high. You have to quickly find the right […]