Hospitality is not the same as providing a service.

Providing a service is a job. Hospitality is attitude.

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 NOT 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.

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