Good service provides convenience and solves a practical problem. But real hospitality does more: it touches, surprises and stays with you. It’s not just about what you deliver, but how you deliver it and what emotions it evokes in your guests.
What makes a service an unforgettable experience?
Emotional connection – Guests feel special through surprising, warm and personal interactions.
Sensory experience – Smell, sound, atmosphere and appearance enhance the experience on a subconscious level.
Personalization – Small, thoughtful details show that you really know your guest.
Storytelling – An experience with a story makes an impact and lasts.
Active Engagement – When guests become part of the moment, they feel connected.
Memorability – The experience exceeds expectations and leaves a lasting impression.
Hospitality goes beyond transactions. It creates valuable moments that your guests will cherish for a long time.
The essence is to transcend transactions and create valuable memories.
From Service to Hospitality – an example from the air
Service: The cabin attendant takes a young couple’s meal choice, places the meal trays on the table and walks to the next passenger. The order was handled correctly and efficiently.
Hospitality: The cabin attendant notices that the young couple is very excited about this trip and asks what the reason for their trip is. It’s their honeymoon! The cabin attendant congratulates them heartily and asks with interest how the day went. He recently got married himself and recognizes the happy mood well. He gets glasses of champagne for this couple so they can toast their happiness once again.
You see: the personal involvement of the cabin attendant makes the difference here. His sincere response comes from his heart, not from a standard work protocol. These kinds of moments are created by a culture of engagement and empowerment. He knows he has the mandate to do something extra, and that makes his job not only more valuable for the passengers, but also for himself!
