The Power of Hospitable Hospitality

Hospitable Hospitality

You might be thinking “wow! That sounds redundant.” And while it might sound that way, it’s so vital to our ability to create memories as hoteliers that we need to say it twice!

How do we create an environment bursting at the seams with hospitable hospitality? There are some key ingredients to highlight:

The Human Touch

While the whole world is talking about AI and its ability to change life as we know it, I’ll boldly stand up and say that we (humans) remain to be the most important component of hospitality.

Sure, AI can ask us the reason for our visit and inquire about the drinks that make us happy or the type of turndown service we prefer, but does it feel the same as when another human takes the time to care so deeply about your experience that they’ve noticed your favorite drink and offered it to you first thing in the morning with a smile and a chat? No, because artificial intelligence is programmed to do just that, but humans, we’re not. It takes an extra step. It takes a genuine caring for others to want to make someone’s day or create a lasting impression and that feeling, that connection, is what stays with us long after our vacation has ended.

When I think back on my most memorable travel experiences, every journey includes people who are attached to that memory. There’s Richie from Los Cabos who made sure that from the moment we stepped onto the property, we felt like family. Not a single day of our six night trip went by that we didn’t have bottled water waiting for us when we woke up, never having to worry about safe drinking water. That made me feel comfortable and at home.

Then there’s Alexander and his Team of mixologists who brought the dramatic scenery of Positano to life with the love and dedication that they poured into every cocktail that I sipped poolside.

There are many more, but the last that I’ll mention are Effie and Thia Koula, mother-in-law and aunt-in-law of a childhood friend, whose passion for living off the Chios land and love for creating homemade seaside meals for their families, were so beautifully engrained in me that even the most breathtaking beaches of Greece could not replace this memory.

Human connection is what unites us. We are naturally inclined to seek out other people, to find similarities that relate to one another, to intrinsically wonder about the cultures of our neighbors near and far, to build communities and to come together in times of need. People seek connection, people seek people and people seek experiences. And for that reason, the human touch will forever remain the most welcoming and the most cherished piece of hospitality.

Putting People First

With COVID-19 in our rear view mirror, hindsight has shed light on many learnings in our industry; one of those being the great strategy debate between asset light and asset heavy. While there are relevant points for each, I’m here to say that regardless of which you pursue, our greatest asset is always our people.

We’ve also learned that tomorrow isn’t promised and that while our work is meaningful, our relationships with our family and friends are equally, if not more, important. We’ve learned that taking time to recharge is not a sign of weakness, but a sign of commitment and an opportunity for new perspectives. We’ve discovered that people are eager to learn, to develop and to become the best versions of themselves and that we, as their leaders, owe them that chance.

When we pour our knowledge, our time, our commitment and our genuine concern into our people, we set the stage to allow our people to pour their time, commitment and best selves into our guests.

Internal Service Culture

When we take care of each other, we take care of our guests.

In the world of hospitality, consistency is essential. To create consistency, we must create a habit. In Terry Gross’ interview with Charles Duhigg, author of The Power of Habit, Why We Do What We Do in Life and Business, he explains that “You can do these complex behaviors (parallel parking, brushing your teeth, gambling) without being mentally aware of it at all. That’s because of the capacity of the part of our brain called the basal ganglia: to take a behavior and turn it into automatic routine.”

By committing to repeated behaviors such as genuinely asking one another how we are, consistently greeting each other with a “good morning” and looking for small

opportunities to make one another smile, we can develop both internal camaraderie and a strong rooted service culture that will never waver in the presence of our guests.

Details Matter!

Why do details matter? I often get asked this question and it’s one that I love to answer. Although Richard Carlson said to us many years ago, “don’t sweat the small stuff”, I’m here to tell you don’t just sweat the small stuff, but make them the focal point of your experience!

I’ll tell you a story that stands out in my mind. One of the most incredible trips of my life happened in Costa Rica. It was a ten day journey that enlivened all seven of my senses and opened my eyes to a whole new world of scenery and landscapes. On the first leg of the trip, I became sick. It’s normal when you travel for your system to adjust, but it never feels nice when you’re away from home. I called the front desk from my room and let them know I wasn’t feeling well and that while it’s not on the menu, I’d love to order the same meal I had last night. Before I could describe the dish, the person on the other end said absolutely, Ms. DelVecchio, we can make you the chicken from our tasting menu and bring you a club soda on the side.

I was amazed at the attention to detail and how a simple acknowledgement of my preferences meant everything in that moment. They created a home away from home and that, I’ll never forget.

When we think about hospitality, fond memories of exploration and warm moments of human connection are what spark our continued sense of adventure. I am grateful for the experiences both personal and professional that have taught me the recipe for true hospitality. I hope that you can incorporate your experiences and mine when you set out to unleash the power of hospitable hospitality.