The Guests Who Leave Smiling and Never Come Back - Franck Desplechin

About this episode

Franck Desplechin discusses insights from undercover quality audits at luxury hotels and the importance of emotional presence in service.

In this episode, Franck Desplechin, the Founder and Executive Hospitality Consultant at Incrementum, shares what he's learned from conducting undercover quality audits at luxury hotels, arriving with his wife and two young kids so they're never flagged. He breaks down the quiet, repetitive service failures that never generate complaints but drive guests away, and why emotional presence matters more than hitting every scripted touchpoint. If you're running a property and wondering why satisfac...

People in this episode

Host: Josiah Mackenzie

Guest: Franck Desplechin

Topics covered

• hospitality
• customer experience
• service quality
• luxury hotels
• family travel

Keywords

• hospitality
• quality audits
• luxury hotels
• service failures
• customer satisfaction

Mentioned in this episode

Organizations: Incrementum

More episodes of Hospitality Daily Podcast

• AI That Works for Hotel Leaders Is Finally Here: The Story Behind How Actabl Built Altitude to Turn Data Into Answers You Can Trust - Stephen German, Actabl [Sponsor Bonus] · June 12, 2026 · 19 min
• The Best Leaders Create More Leaders - Dina Winder, Highgate · June 12, 2026 · 9 min
• Hotel Success Still Comes Down to One Person - Dina Winder, Highgate · June 9, 2026 · 11 min
• Asset Management Is Hospitality's Most Misunderstood Career - Dina Winder, Highgate · June 8, 2026 · 17 min
• Why We Use AI to Make Our Hotels More Human - Rob Smith, Stonebridge Companies · June 5, 2026 · 11 min
• The Culture That Drives Our Outperformance - Rob Smith, Stonebridge Companies · June 4, 2026 · 11 min