What is hospitality?
Hospitality refers to a relationship between a guest or visitor and the host. It includes the reception and entertainment of visitors and guests and the sharing of some goodwill. Hospitality is essential to increase or decrease sales volume
What does hospitality look like in your job? How can you show your event clients incredible hospitality at your venue?
Merriam Webster’s Dictionary defines hospitality as “Generous and friendly treatment for visitors and guests or hospitable treatment.”
Dictionary.com further defines it as “the friendly, generous reception and entertainment for guests, visitors or strangers.”
This applies to all hospitality workers, not just those who work in restaurants or hotels. Anyone who provides hospitality services can take part in creating a welcoming and friendly environment.
You can only understand hospitality by looking at the word itself. Latin for “hospitality”, “hopes” means “host”. This is the foundation of the term. Hospitality refers to the relationship between a host or guest. This can happen in many different situations, but businesses often use it to offer better services to customers and clients.
Breaking Down Hospitality
Dictionary.com defines hospitality as the “reception, treatment and care of guests or strangers.” A business sees itself as the host, and its clients or customers are the guests. Hospitality is about treating customers and clients respectfully so they will continue using the business’s services. A business that fails to treat customers and clients with respect may not be able to generate sales. Although hospitality benefits all businesses, it’s especially important for certain types.
Hospitality ethics refers to a discipline that studies the use of hospitality.
The hospitality industry encompasses various services, including lodging, food, drink, and event planning. It also includes travel and tourism. This includes bars, restaurants, hotels, and tourism agencies.
Hospitality is the act of welcoming travelers and offering a home away from home. It derives its name from “hospes,” which means visitor or stranger. Hospitality and tourism is a large sector encompassing all economic activities that directly or indirectly depend on or contribute to travel and tourism. This sector includes:
Hotels & Resorts
Restaurants & Catering
Night Clubs & Bars
Travel & Transportation
- Spas & Wellness
- Cruise Liner & Bus Tours
- Events (Private and Business, Cultural, & Sport)
Hospitality is one of the oldest businesses, dating back to biblical times’ innkeepers and taverns. Tourism is a newer invention that originated in Europe. Switzerland was the first country to offer special accommodations and services to tourists. Hospitality is one of Earth’s most adaptable, flexible, and dynamic industries. This industry is constantly changing, with technology and innovation used to enhance the guest experience.
Hospitality management offers many career opportunities and international career advancement. The core industry of hospitality (hotels and events, restaurants, etc.) is where you will find the most opportunities for career advancement. Graduates with a degree in hospitality can choose to specialize or work in multiple departments.
There are many career options available in the hospitality industry. With so many innovative concepts and innovations changing the industry’s landscape, these career paths will continue growing and evolving with technology and the latest trends of the 21st Century.
What are Hospitality Management Skills?
Customer satisfaction is a key component of the hospitality management field. The primary goal is to provide the best customer experience. Therefore, hospitality management courses teach professionally-focused hard skills (room pricing, cost-control, accounting, scheduling, etc. ) and Soft skills that are directly related to how one behaves and interacts in a professional setting.
To succeed in the 21st Century, you need to learn soft skills: communication, imagination, creativity, adaptability, critical thinking, and agility are just a few of the many skills students at EHL acquire in their hospitality management courses.
Each year, the hospitality industry continues to grow. According to statistics, a new job in hospitality is created approximately every 2.5 seconds. This makes it an important sector of the global economy. There are over half a million jobs in hospitality in the United States, which is expected to rise significantly in the coming years. What is hospitality? What is hospitality, and why is it important? Let’s take a closer view.
Examples Of Hospitality Businesses
Restaurants are an example of a hospitality company. To stay afloat, restaurants rely on high customer satisfaction. Customers who are unhappy with the service at a restaurant may choose to eat elsewhere if they feel it is not up to their standards. Restaurants can benefit from hospitality training by equipping their staff with the soft skills necessary to offer quality service to patrons that will encourage them to return.
A hotel is another example of a hospitality company. Recent data revealed that there were over 5 million hotel rooms in America. Because they depend on building a positive relationship between the hotel (the host) and the guest, each hotel is a hospitality company. The hotel owners must train their employees to create a warm environment for guests and meet their customers’ needs.
Many other hospitality businesses exist, including amusement parks and zoos. The hospitality industry is any business that depends on building and maintaining positive relationships between its clients or customers.
What does Hospitality in the Digital Age Mean for Hotels?
Your first and most important job as a hotel manager or owner is ensuring that customers are happy. What does hospitality look like in an age where everyone can access everything they need? What does it mean to be a hospitality professional in the digital age?
We believe some things are more important than ever and will help you set your property apart from your competitors.
- Provide prompt, responsive, and specific feedback
The digital age makes it easy for consumers to search online for information and reviews about properties and hotels. You need to respond quickly to negative and positive feedback from your guests to provide good hospitality.
Be prompt and responsive to guest feedback. You should respond directly to guest feedback. A simple “apology” will not suffice if a customer complains. Customers can gain trust by finding ways to win it back. Many customers will tell you that even with negative feedback, management tried to resolve the issue.
Your online presence should be the same. Respond promptly to negative reviews left by customers online.
- A positive feedback gives you a chance to sell
If the customer has a pleasant experience, what does hospitality signify? This is a sign that you have done your job.
There are many deals, coupons, and other opportunities on the internet for consumers. Positive feedback is what sets the property apart. Nothing is more valuable to your business than positive feedback. Don’t miss this chance to have it.
It would help if you used every opportunity to distinguish yourself and your hospitality in the digital age. Thank the customer for their positive feedback and add a comment about what you want to improve or emphasize. It is much more likely that someone will return to your property after leaving a positive review. Your response will be viewed as an example of digital hospitality.
- Tell customers about what you’re doing, what you’re doing, and how you did it
Solid customer service is a large part of hospitality. Clear communication is the best way for customers to understand your expectations. It would be best if you told them what you are going and what you’re doing while doing it. Then, tell them that you’ve completed it.
Customers often feel ignored and frustrated. What does hospitality look like in this scenario? This means that customers are informed at all times, especially digitally, to show their appreciation.
The flip side is that the digital age has created more distractions and made it harder for customers to pay attention. You must keep your guests’ attention on your hospitality to ensure they remember you. Do you want a new lobby bar? You can start a marketing campaign to keep customers updated about the process. Once the campaign is complete, inform customers about the grand opening celebration. It’s a great way to show hospitality by letting customers know you are part of the process.
Customers expect more personalized service. To keep up with the hospitality trend, you must do everything possible to satisfy this need.
Amazon Echo and other digital assistants can be used in guest rooms to personalize the experience without exposing personal information. Keep track of the activities and restaurants visited by guests who frequent your property. Offer coupons or discounts to the next guest who visits your property. In between visits, you can send emails to your guests about the experiences they have had while staying with you.
You can show personalization in smaller steps. Instead of using a generic email subject and salutation, use the customer’s first name. Your employees should greet and engage with guests by name whenever possible. Personalize guest key card envelopes and check-in folders.
Digital technology places greater emphasis on hospitality. You can differentiate yourself from your competition by making your guests feel special.
20 ways event-focused hotel employees can elevate hospitality
There are many things you can do together with event planners. These are just a few creative ideas to help you get started.
- Event planners have access to important information about people.
It will be easier for them to provide excellent service if they are briefed by the event-check-in staff about repeat guests and VIPs. To help you manage your best clients, share details such as seating preferences, membership status, accessibility, and other pertinent information. You could even invite them to meet you at the entrance and guide them through check-in.
- Access to event planning collaboration.
You can sell more tickets by knowing the event’s details (what it is about and how guests can benefit). At the very minimum, staff members can answer any questions. Many guests assume that greeters and front desk staff know everything about the hotel.
- Backup options for event music are always available.
Equipment rental delays, DJ cancellations, and busted speakers are more common than you might imagine. In an emergency, a hotel-sponsored phone or laptop can be used to connect to popular playlist apps such as Spotify. In case of emergency, you can prepare user-friendly manuals with photos and instructions for sound technology to help event staff members who are unfamiliar with the process.
- Brainstorm additional add-ons and upgradesthat you could offer to event attendees.
If they are attending a conference for business, you could offer to sell them a day of relaxing spa after work. You could also suggest a happy hour in their area where they can keep mingling with locals and attendees. It can be useful to view the event from their point of view. You don’t necessarily have to go out of your comfort zone. There’s a good chance your hotel already has something great on the menu.
- Partnering with event hosts can encourage repeat business and offer special discount codes to encourage customers to return.
Start ticket sales for next year’s event to get repeat attendance. Refer to the hotel staff’s first names or share unique links. This will allow them to be credited for the upsell. It’s possible to turn it into a contest that offers a cash prize or even a giveaway. Some of the best incentive programs for hotel employees include a 30-minute massage at the spa, a complimentary dinner at the hotel’s restaurants, and a gift card to popular eCommerce sites such as Amazon.
- Find free local events and recommend them to your guests.
If guests are coming to visit for a music festival or other event, tell them about the chili cookoff that locals enjoy. Choosing something you have been to or can confirm its quality is important. You can also search the Facebook Local App to find something off the beaten track on any given day.
- Add event ticket upsellingon your front desk.
Your staff should be able to tell event promoters if they have any other experience or side event that they would like their guests to attend. Limit your offer to just a few lines. Make sure you powwow to the event team for more information about how they can personalize this exchange with this audience.
- Make an exclusive offer only attendees of your event can access.
A complimentary spa pass or a complimentary evaluation of your fitness in the gym is extra special treats that anyone will appreciate. You might even consider adding it to your future services menu if it is popular enough. You can also choose something that fits with the theme of your hotel, its amenities, and the event’s overall purpose.
- Give the event planner a presentation assistant and technology assistant.
Event planners sometimes find it overwhelming to deal with software programs and WiFi in the heat. You have many people and activities to supervise, so make sure you provide a representative from a hotel who is familiar with using the equipment. If staff is scarce, designate someone to charge the necessary tools the night before. While you’re at the store, make sure to purchase backup batteries as well as auxiliary cables for multiple types of phones.
- Keep an emergency kit handy for any situation.
Yes, you have all the necessary first aid and medical supplies on-site. Event emergencies are another matter entirely. Keep them stocked with additional phone chargers and tealight candles, permanent markers, extension cords, zip ties, and various tapes.
- In case of an event host’s cancellation, keep a list of trusted local vendors.
It happens from time to time. It happens from time to time. Hotel employees can help by having a list of potential partners in an emergency. Make sure to communicate with the vendors, so they know you’re on it. A printed copy of the vendor’s last-minute booking policies can be kept at the front desk.
- Keep track of the most frequently asked questions and last-minute hiccups event planners encounter at your venue over time.
These issues may not be related to your workplace or your employees, but you can still learn from them. Make sure you have the right plan or tool to help you if this happens again. Do event planners forget to consider their limited power outlets? Set up an email reminder at least a day before the event to remind them. You can also provide power strips on the day.
- In an emergency, have a few hotel staffers available to assist the planners.
Event staffing is not easy. Many people call in sick on the day of an event or get stuck in traffic. This could save your event planner a lot of time and money if you have enough staff to assist in an emergency. You might consider partnering up with a local event staffing agency for situations like these.
- To increase lobby traffic, invest in dry erase signs boards
For large areas, you should have 3-5 signs maximum. You should also keep a few markers, erasers, and a board cleaner handy.
- To accommodate attendees, prime the waiting zone outside the event space.
It is impossible to predict where people will gather, so ensure you have plenty of supplies. You can also add extra cups and trash cans to formal seating areas. Just in case, you can also use folding chairs outside of the bathrooms and near the coat check or valet areas.
- For formal events, offer event-goers special discounts on laundry, dry-cleaning, and tailoring services.
It is not easy to keep clothes clean while on the road. If your hotel offers such services, you can help attendees look fabulous for the event by giving them coupons or other freebies. You can also offer these great DIY dry cleaning products as a sample.
- Designate an area of the valetarea for event guests.
Signage can be used to assist them in finding their loading area. Send out a map showing where event planners should expect guests to go.
- For attendees who might have lost theirs, provide extra branded pens or notepads.
You’ll be able to assist guests in learning as much as you can during a workshop or lecture. This is also great for branding. You can print a limited number of your hotel’s regular notes in the colors you choose for the event.
- Distribute detailed welcome packets to event-goers, including information about parking and the event schedule.
If you want to be eco-friendly, request to send a digital copy to those who attended the event. This same list can be used to create your thank-you notes.
- For event presenters, keep an extra name taghandy.
Your event planners will be grateful that you have this item available, whether they are pinned, sticky, or hanging from lanyards.
Now you know what hospitality means for event professionals!