Steps in service are learnt, while mindset is built. Employ people with hospitality mindset.

Sure, employing a person WITHOUT an experience sounds irresponsible, unnecessary and looks like it will take lots of time for training.

BUT, hiring someone WITH an experience who does NOT genuinely care for other people, enjoy service and naturally finds ways to be more hospitable is a MISTAKE to bear with you forever and the one you NEVER RECOGNISE as a cause for stagnation.

In fact, their experience can DILUTE your business and make it complicated. This is because a person will use someone else’s ways of doing things which are NOT yours. Certainly, you can benefit from this but not in operations.

This is why you need to start thinking the other way around.

Being diligent, following orders and completing tasks correctly is just a HALF of one’s job in hospitality.

HOSPITALITY is how you provide that service, what you make someone feel and how you show up while doing it.

Hospitality is a MINDSET that includes care for other people, being honest and open minded, genuinely interested in serving others, attentive but taking context into account, confident not to overthink and humble to listen, learn and understand.

You can NOT simply train a person for this mindset. It’s about their PERSONALITY and CHARACTER.

But, what you can and should do is to HIRE FOR THESE QUALITIES in a person and then simply TRAIN THEM YOUR STEPS IN SERVICE.

Procedures are simple to learn, that is exactly their purpose. And a couple of months is nothing compared to years that mindset takes to develop.

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