Hospitality (n.)
Late 14th century, “act of being hospitable,” from Old French ospitalité, from Latin hospitalitem, “friendliness to guests.”
It’s easy to conjure up an image in our minds of a President, officer, or statesman shaking the hands of their troops. The image can easily evoke a sense of congenial and friendly gesturing for purposes of acknowledgment, recognition, welcoming, and even the affirmation of a job well done. In many ways, the art of hospitality is all about being presidential.
Presidents and leaders from all backgrounds in various industries, meet and greet people from every walk of life in all types of settings. The precise feelings they must convey in every instance are one of welcoming and a meaningful well-intentioned first impression to guests and strangers. In essence, extending hospitality with a genuine smile, a handshake or even a cheek kiss sets the tone for everything to follow. Thus, the expression, “you never get a second chance at a first impression,” epitomizes the beginning of hospitality.
In the service business, notably restaurants, hotels, cruise lines, and destination resorts, all employees must be taught to strive to deliver hospitality from their initial greeting with guests to make their first impression an exceptional one, and without exception! From the maître d and the hostesses to the managers, receptionists, captains, bellhops, and valets, hospitality starts with acting presidential. In other industries, CEOs, CFOs, CTOs, entrepreneurs, and high-powered leaders must set the tone and tenor for their organizational meetings and protocols by equally demonstrating hospitality to their employees.
Hospitality vs. Service
Beyond the first impression, hospitality is best described as a feeling conveyed to the other from everyone else. In other words, “how you make that customer, client or guest “feel” when you are extending a service. That’s hospitality! Hospitality is not a service. Hospitality is the emotional impression and the human connection you impart to the other person. Service is the follow-through with everything that comes after. Service is the technical execution of your business e.g. serving wine, making reservations, transporting luggage, and especially concierge services.
The art or rather the skill of delivering hospitality, is making your guest or customer feel important, acknowledged, welcomed, and especially recognized. This is the highest compliment. Dale Carnegie said, “more than any other feeling, a person wants to feel important.” Benjamin Franklin said, “The greatest gift you can give to a person is to call them by their first name.” Of course, formality teaches us to use titles such as Sir, Mr. & Mrs., and that’s only appropriate. Knowing your guest’s names when they walk through the threshold is a distinctive feature of excellence in hospitality.
Example of Mastery of Hospitality
I remember a time when my boss called me and said, “set table 62 for six people. We have a very prominent person coming to dine with us tonight.” When the guests arrived, every staff member was gracious and courteous, and the dinner party went off without a hitch. Everyone was pleased with the delicious food and the attentive service. At the end of the meal when everyone was leaving, our prominent guest came over to me, extended her hand to shake it, and then placed her other hand on top of mine with a warmness and a gazing smile. She looked me straight in the eyes and said, “everything tonight was wonderful Cliff. Thank you so very much. We will most certainly be back.” I will never forget that moment. Not because she was a prominent, high-powered person, but because for that moment, she made me “feel” like I was the only person in the room of several hundred people. She demonstrated mastering the art of hospitality with a genuine and heartfelt lasting impression and one with humility of spirit. Remember, everyone is important, not just some of the time, but all the time.
Two Ingredients for Success
Mastering the art of hospitality requires the implementation of two very crucial ingredients for it to be successful: humility and language. They go hand in hand. On language, one must refrain from the more pedestrian language such as “hi guys” and “hey, thanks guys … see ya later.” Elevating language with formality is best. “Hello everyone. Nice of you to join us today” and “thank you everyone for coming. We look forward to seeing you again.” These are the formal equivalents. Affirmative language is also worth noting. “Yes, Sir or right away Sir,” and “It’s our pleasure,” versus, “sure no problem,” or “I got you.” Be professional. Know the differences in using language to elevate the establishment and oneself. This is how you shine.
St. Augustine wrote, “there is something in humility which strangely exalts the heart.” I cannot think of a better example than when a guest comes to you and says, “you and your staff made my family’s celebration wonderful! We are so thankful for all that you did to make everything special.” That statement comes from the heart. Hospitality can really make a difference and touch people in a heartfelt way when offered with genuineness.
The art of hospitality is best achieved when we elevate our customers, client, or guest to a standing where they “feel” that their experience touched them in some special way. In return, they enjoy telling others of their special treatment and return again and again. That’s exactly what makes a successful business, building rapport, and relationships with patrons so they return again and again. Hospitality extends to all businesses that interact with people. The human connection we make between ourselves and others cast in a positive light illuminates everyone and propels us ahead of the competition.
Leadership Plays A Role
Leaders, managers, presidents, CFO’s all have leadership responsibilities. You are charged with the task of leading and embracing the employees who work for your business, whatever business that might be. You make a difference when you demonstrate enthusiasm and when you demonstrate exuberance. Lead by example. Lead with relatability. Lead with a smile.
While the monumental stresses and responsibilities of the daily grind can derail any leader, the exceptional leader has the capacity to place these negatives aside and to shake the hands of the troops and say thank you. Your team’s hard work, commitment and loyalty to the job must be recognized. Be presidential. Make it happen! Offer up gratitude. It will yield great results.
