Hospitality, an essential element in turning trips into memorable experiences, is the focus of the new episode of the Festuris podcast. The program brings together Cris Mors, Director of Sales and Marketing for the Laghetto Hotéis chain, and Marta Rossi and Eduardo Zorzanello, General Directors of Festuris, for a conversation moderated by journalist Fernando Gusen on welcoming guests, human relationships, and the role of hospitality in the development of tourism. The episode also traces the history of two companies that were founded in the late 1980s and became key players in strengthening tourism in Gramado and the Serra Gaúcha: the Laghetto Hotéis chain in 1989 and Rossi & Zorzanello in 1988, the creator of Festuris, whose first edition took place in 1989. Over nearly four decades, these brands have built a solid collaborative relationship and made a direct contribution to the destination’s growth, helping to establish Gramado as one of Brazil’s leading tourist hubs. During the discussion, the guests will share experiences, challenges, and reflections on the evolution of the tourism sector, as well as address the importance of personalized service, the creation of authentic experiences, and caring for people as fundamental pillars of hospitality.
More than just a concept, hospitality is presented in the episode as a distinguishing factor capable of forging emotional bonds and transforming the way travelers connect with destinations. For Eduardo Zorzanello, CEO of Festuris, talking about hospitality means talking about its very essence. “Tourism is made up of people and is for people. Hospitality is what creates memories, strengthens relationships, and makes an experience truly memorable,” he emphasizes. “It is the awareness of the citizens of the Serra Gaúcha, who stand shoulder to shoulder and hold public authorities accountable—that is what makes the collective difference (...) The professionalization of tourism in Gramado came through Festuris; we (Gramado) arrived in São Paulo and Festuris opened the doors of Brazil to us, and today the internationalization of Gramado comes through Festuris, because it was this event that, for over 20 years, has been attracting the international market here.
“We’ve made a significant contribution in this regard, just as the Laghetto brought about a transformation in the hospitality industry of the Serra Gaúcha,” says Marta Rossi. “This involves building long-term relationships, fostering friendships with clients and partners, and carrying that over into our professional lives, without separating the personal from the professional. “In my life, I feel a great passion for service, communication, hospitality, and the importance of focusing on these aspects in the hospitality industry; I’ve been working in sales for 27 years, 12 of them in hospitality, and I still have a sparkle in my eyes,” adds Cristiane Mors. The episode is part of the Festuris podcast series, which promotes discussions on trends, innovation, tourism, entrepreneurship, and sector development, bringing together guests who are making a difference in the Brazilian tourism market. The content is now available on Festuris’ digital platforms and can be accessed HERE.
Text: Fernando Gusen | fernando@rossiezorzanello.com.br
Photo: Marthina Sorgetz/Festuris
