Hospitality is an attitude. Providing a service is a job.

Providing a service is SIMPLE.

Hospitality is HARD.

It’s hard because it is genuine, honest, individual, attentive, interested, humble, open, understanding and so much more.

You can have steps in service, but you can NEVER have steps in hospitality.

You can have GUIDANCE for hospitality in your hotel according to your company culture and hotel philosophy, but not full control over how it’s delivered to a guest.

Many people can deliver the service, but not everyone can do it with the RIGHT ATTITUDE.

Hospitality is your MAIN PRODUCT, service is just a FORMAT.

Therefore, hire people for their attitude and soft skills, rather then hard skills they can be trained for.

Your employees are your AMBASSADORS and their attitudes will shape the whole atmosphere of the place.

This is NOT to say hospitality is chit-chatting, being friendly and warm. The style itself will highly depend on hospitality APPROACH YOU NURTURE in your hotel.

Still, there is no great service WITHOUT appropriate attitude.

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