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Following my recent ski trip and the reflections I shared last week, I was struck by how much concierge services have evolved. Guest expectations have risen dramatically, and in luxury destinations the level of personalisation, cultural awareness, and attention to detail has become a defining standard. What was once considered an added benefit is now an essential component of the guest journey, especially in places like Courchevel, Val d’Isère, or the South of France, where t

Over the past two weeks, I’ve been on the ground in the Tarentaise Valley, not just Courchevel, but Val Thorens, La Plagne, Les Arcs, Tignes, and Val d’Isère. And what I’m seeing is unmistakable: a growing presence of Asian travellers, particularly from China. It’s not anecdotal anymore, is there a trend in motion? Whether it’s linked to geopolitical shifts or a deeper cultural evolution, the reality is clear: the Asian market is embracing mountain destinations, and French sk

In continuation of my last post on AI and its role in hotel search, I came across several articles and figures highlighting the convergence of two major trends: artificial intelligence and customer experience. OTAs and artificial intelligence have made access to hotel offers completely uniform. Finding a room or comparing a price has become a simple and immediate gesture. But what the customer is looking for today is no longer just a booking: it is an experience. Emirates is

Following up on our Winter ‘24 insights, I’m delighted to share an updated snapshot of the ski industry across Asia. This new edition dives into the latest growth patterns, regional dynamics, and evolving consumer behaviors—backed by data from government sources, industry experts, ski resorts, and published studies. While the industry continues to grow, the pace and nature of that growth vary widely across markets. From the rise of luxury vs. budget offerings to the digital..

At this time of year, with travel and hospitality trade shows in full swing, many brands are publishing their annual reports and sharing fresh market data and one trend stands out loud and clear: the evolving behaviour of consumers. It may not come as a shock that AI is increasingly shaping how people plan their trips. What’s far more interesting is how quickly this shift is accelerating and what that means for businesses in the hospitality sector. AI: From Fringe Tool to Mai

The Reinvention of All-Inclusive: Why Premium Resorts Are Returning to a Smarter Formula Among the most compelling shifts in today’s hospitality landscape is the reinvention of the all-inclusive model. Long associated with predictable buffets and standardised experiences, the concept is now being reshaped to meet the expectations of a new generation of travellers who value authenticity, comfort, and meaningful experiences. What is particularly striking is that this shift is n

Spending three days at WTM London  offered a fascinating snapshot of how travel is evolving — not only in the way we market destinations, but in the way people dream, plan, and experience their journeys. Beyond the bustle of meetings and networking, the conferences revealed a clear direction: personalisation, digitalisation, and human connection  will define the next era of tourism. 1. A New Traveller Mindset Today’s travellers are more informed, more purposeful, and more dem

Recently, I was approached by a consulting firm working with a client in the travel sector. They were seeking expert insight on how to...

In the realm of hospitality, leisure, and sports, the key to success lies in driving sustainable growth through strategic consultancy...

In the competitive world of sports, creating an exceptional customer experience is paramount for success. From the moment a fan purchases...

In the competitive world of hospitality, leisure, and sports, staying ahead of the curve is essential for success. One way to achieve...