True Hospitality
Hospitality is more than just a word in a job description. You will not find its true meaning in your new hire orientation or in your job checklist. The word itself will be there, certainly, and most likely so overused and emphasized that it simply becomes just that, another word.
Hospitality is more than a word to describe what you do, or a word that fits in nicely when developing your workplace culture. While you can always train the action and the tasks that put hospitality on display for your guests to see and experience, you cannot train the meaning behind the action; that can only come from within.
Well, it is more than just an industry buzz word. True Hospitality is authentic. It may not always be about what it looks like, but it will always be about how you made someone feel. It is a genuine, honest and sincere action and it is always accompanied by emotion.
So what is True Hospitality?
When your guests’ experience True Hospitality they know that they are more than just another reservation because you have made a connection with them. They will know that they are more than just another guest because you have created a memorable experience.
True Hospitality should shine like a star in the sky and will always be associated with the lasting memories that your guests’ have when they remember staying with you and interacting with you.
Your guests expect a comfortable bed and a good night’s sleep. They expect their check-in and check-out to be as quick as possible. They expect their meal to be prepared as they requested. There is nothing memorable about meeting someone’s expectations.
But they will always remember how you made them feel. True Hospitality involves emotion, and that authentic and genuine emotion, helps you to create a connection and that is the starting point for a memorable experience.
Todd M. Noftall, CHA
If you liked this article, please click on the like, share and follow buttons.
Find me on Twitter @toddmnoftall
Creating memorable experiences one guest at a time. 