There is nothing better than starting from the main definition: Hospitality is “the friendly and generous reception and entertainment of guests, visitors, or foreigners”
(Oxford). Thanks to my passion, learning from experience, and the help of my current internship in Dubai, I am here today to tell you that hospitality is much more than that.
One of the things that most people think is that our industry is “common sense”. This upsets me a little bit and I want to give you some examples that contradict this idea. As hospitality professionals, it is in our hands to serve and provide the best service to our guests. Our own standards and the brand standards make the expression of hospitality easier, but at the same time less personalized. Therefore it is our responsibility to reach out to the guests and try to provide them with the “wow” factor that exceeds expectations.
It seems easy. But do you think that everyone can do it? In my opinion, hospitality is the excellence of service that we provide that changes the lives of the people we touch everyday. Of course touch doesn’t mean physical touch but through our commitment and care for their needs. Hospitality is about caring, listening, being passionate and having sense of ownership. Everyone can study to be a teacher; everyone can study to be an engineer, but not everyone can be an hotelier. Passion is the key that opens the doors and makes our job so unique and different.
For all the present and future hotel managers: hospitality is not only about money.
Money only comes when we care about the people we work with and the people we serve. I can assure one simple thing – if you make one guest happy, even with a simple detail, it will generate recognition and care. That gives such a good feeling and ultimately enables you to enjoy what you do.
So, from now on, recognize each and every single person you see! Smile; say good morning, good afternoon and slowly you will feel some life improvements. As Confucius once said, “Find a job you love and you will never work a single day of your life.”
Thank you all!
BE PASSIONATE AND CARE.