Practice what you preach
Many companies see hospitality as something that starts and ends with the frontliners – the operational team on the shop floor. But real hospitality is so much more. Practice what you preach is the key here. How can you expect your employees to act sincerely and from their hearts, if you don’t treat them that way yourself?
In a strong hospitality concept, an excellent product and a warm, personal interaction go hand in hand. The most memorable moments are not created by a strict script, but by spontaneous, sincere connections. This is only possible in an environment in which employees feel heard, valued and free to be themselves. When a company not only communicates its core values to customers, but also applies them internally, something powerful is created: an authentic corporate culture in which people not only know what hospitality is, but also truly feel it.
How you as an organization treat your team is directly reflected in how they treat your guests. A working environment in which employees are involved and feel responsible means that they contribute with pride and energy to an extraordinary customer experience. This affects the entire chain: from internal cooperation to the relationship with suppliers and customers.
Hospitality is not a separate department or task. It is a culture. A DNA that is palpable in every interaction, at every level. And that makes the difference.
