Providing unforgettable experiences is all about your attitude.
Today’s consumers are powerful. With so many fingertip-choices and reviews right alongside them, the hospitality industry isn’t just under a microscope, it’s under constant surveillance. For those with a properly aligned inner disposition, this advanced level of scrutiny is a welcome spotlight – however, it goes beyond just how guest are treated: it’s about being a gracious host in every aspect of business, even in life.
3 traits of five-star-worthy hospitality providers
The Dictionary.com definitions of “service” and “hospitality” are:
Service: an act of helpful activity; help; aid: to do someone a service
Hospitality: the quality or disposition of receiving and treating guests and strangers in a warm, friendly, generous way.
Service is an element of a greater concept: hospitality. The core of a hospitable disposition ultimately goes back to the wisdom of the ages – treat others as you’d like to be treated yourself. We might humbly add one thing: and mean it!
So, with that as our guiding value, let’s dig a little deeper into the visible behaviors of a genuinely hospitable heart.
- They recognize their own kind. Providing A-list hospitality is a calling; it requires empathy, humility, warmth, and a sincere desire to make people happy. Like theatrical actors, skilled hospitality professionals seamlessly adjust their performance to guest feedback in real time – their primary concern is always guest satisfaction. This isn’t as simple as a uniform and smile. It can require immense levels of humility, and what the Greeks referred to as agape – a selfless love for everyone. While there will always be talented imposters, the best hospitality providers try to surround themselves with as much agape-types as possible.
- Their values are consistent. One rather unfortunate commonality is adhering to a different set of morals when it comes to “business” than applied to one’s personal life. This sometimes carries over into management treating staff one way, and clients another. The rock stars of hospitality treat everyone – from the butcher to the baker – with as much respect as they do a high-roller entering their establishment. In other words, providing quality hospitality is an approach to life, not just business.
- They believe in their staff. In general, this directly translates into giving them the power to solve guests’ problems with as little red tape as reasonably possible. The ability to surrender this control traces back to the first trait – recognizing their own – and it carries over into every aspect of the staff/management relationship. Sincere hospitality providers know their staff is capable of knocking the socks of their guests, so they let them do just that!
The ROI of being a gracious host
When you strive to provide amazing service to others, from your guests and staff to your partners and family, the benefits for you are astounding. Not only will you capture and keep the attention of those fickle consumers, but it feels great to make others smile and make their day just that much better.