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We all strive for high customer satisfaction. We want to engage and inspire hospitable employees. But how do you achieve that? Laura de la Mar reveals the best-kept secret of successful companies: hospitality leadership. Discover a fresh perspective on customer centricity, CX, and hospitality. Get ready for inspiration and guaranteed success.
Laura de la Mar is a sought-after speaker at conferences and events. Do you want to inspire your team and elevate collaboration and customer experience in your company? Make hospitality the driving force behind your success.
"Laura is a passionate speaker who combines empathy with decisiveness. Her knowledge, drive and enthusiasm inspired us and made the organisation move."
Leaders shape the hospitality culture that sets a company apart. In this talk, Laura reveals how to create a work environment where employees and guests feel seen, valued, and heard. The key is leadership: build a hospitable internal culture and encourage your team to embrace hospitality. That’s how you reach the top in true hospitality.
Many companies struggle with the effectiveness of training programs. Employees and leaders often believe they are already hospitable. Meanwhile, engaging and retaining employees has become more challenging, and the 9+ customer journey spans across silos. How do you create a hospitality culture where employees love to work and guests love to return? Discover the five keys to embedding hospitality in leadership, culture, and business architecture. In a world of increasing polarization, digitalization, and efficiency-driven mindsets, moments of genuine connection are becoming more valuable. Hospitality is not about luxury, fancy buildings, or etiquette—it’s about authentic personal attention. Learn to apply the five principles of hospitality in practice.
In a world of increasing polarisation, digitalisation and focus on efficiency, moments of genuine connection are increasingly valuable. Hospitality is not necessarily in luxury, fancy buildings and etiquette, but in genuine personal attention. Learn to apply the 5 principles for hospitality in practice.
Keynote Hospitable leadership (3:00 min)
Hospitable leadership (0:40 min)
TedX Talk 'Hospitable leadership' (19:40 min)
Discover how to make your business thrive and attract and retain hospitable employees. Join us for a journey filled with inspiration, new (scientific) insights, valuable reflections, and practical examples. This presentation stimulates intrinsic motivation and encourages fresh thinking.
An inspiring and activating lecture full of insights and examples. How do you embed hospitality in your company's culture, leadership and architecture?
Discover how to give your customer an unforgettable hospitality experience. A journey through (scientific) insights and recognisable practical examples; immediately applicable for every employee and leader.
Become an expert in hospitality and hospitality leadership yourself. Attend a 1-day master class and meet other hospitality leaders. Learn from Laura and get tools you will apply immediately to make an impact.
Want to apply the principles of hospitable leadership in your organisation? Give your leaders the tools, examples and a boost. In the modular programme, we guide you step by step to become a best practice in hospitality.
Why try to reinvent the wheel yourself? Together, we develop your own vision of hospitality and strategic development plan. Run the hospitality scan to discover quick wins. Use our do-it-yourself tools to make an immediate impact.
Get started with the principles of hospitality and the keys to hospitality leadership with our interactive workshops and training courses. From customer journey to internal hospitality, and from communication to personal development.
Many companies aim to distinguish themselves through hospitality, but few truly succeed. Too often, hospitality is seen as a vague or superficial concept. Employees may think: "We’re already hospitable, right?" In reality, a lack of hospitality is rarely the fault of employees. Leaders—both formal and informal—play a crucial role in creating a hospitable culture. It starts internally: when employees feel welcomed and valued, they naturally extend the same warmth to guests. This book shows you how to build a culture where employees love to work and guests love to return.
In practice, the lack of hospitality is rarely down to employees. Leaders, formal and informal, play a crucial role in creating a hospitable culture. This starts internally: employees feel welcome and encouraged to be hospitable. This book tells you how to create a hospitable culture where employees love to work and guests love to come back.
Available in hardcover, e-book and audiobook.
Of course, hospitality is not something you learn from a book. But it does get you thinking and offers practical tools for people from all industries to strengthen hospitality in your company.
This book is suitable for anyone who has ever been a guest or works in a service profession, regardless of what industry you work in, whether you work in a small or large company and whether you are managerial or managerial.
Want a sneak peek into one of the books? Curious about Laura and Hospitality in Business's hospitality vision? Then quickly download these free giveaways.
Laura and Hospitality in Business's vision of hospitality on 1 A4 sheet. Take the GiB manifesto as an example and use it for your own department or company.Â
Achterhoek Tourism
Hospitality expert Laura de la Mar gives an engaging interactive presentation. She stimulates listeners with fascinating examples and sometimes confrontational questions. She inspires, knows how to touch and encourages conversation.
Radboudumc
We know Laura as a passionate speaker who combines empathy with decisiveness. In our mission to strengthen hospitality at Radboudumc, her approach matched our needs perfectly. Her knowledge, drive and enthusiasm inspired us and made the organisation move.
chairman NVDM
In her talk, Laura de la Mar takes you into the world of hospitality, with examples, anecdotes and stories that make you want to really get into it. Afterwards, you just want to embrace and spread hospitality leadership. Her warmth and enthusiasm is contagious.
Area advisor Vechtdal Marketing
With 18 years of dedication to hospitality, Laura de la Mar shares her insights in her keynote in an analytical yet accessible way. A passionate approach to hospitality, infused with practical wisdom and inspiration.
Are you ready for an inspiration boost? Then get in touch soon for a no-obligation introduction.
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Are you ready for an inspiration boost or need more information? Then get in touch soon for a no-obligation introduction.
