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Hospitality, I’ve come to realize, is not just about extending an invitation or welcoming a guest into your hospitality establishment; it’s a multifaceted dance that combines the grace of genuine care with the precision of understanding, and the symphony of creating lasting impressions.
Pix by Vadym Stepanchuk from Getty Images in association with 9V8 Media
The word “hospitality” hails from the Latin “hospitalitas,” a term rooted in the core essence of human interaction — receiving another with open arms, as a guest. It’s a word imbued with a sense of warmth and inclusivity, a beacon for those in search of respite. So, when we ponder the question, “how should we receive guests and/or customers?” it’s imperative to delve deeper, into the intricate art and science that underpin this noble practice.
Hospitality, I’ve come to realize, is not just about extending an invitation or welcoming a guest into your hospitality establishment; it’s a multifaceted dance that combines the grace of genuine care with the precision of understanding, and the symphony of creating lasting impressions. My professional odyssey in this field commenced with my roles at ‘The Square Restaurant’ and ‘Aberdeen Marriott,’ both nestled in the heart of Aberdeen, United Kingdom. As my journey progressed, I had the rare privilege of joining the esteemed Flagstone Hospitality in Abuja, Nigeria, where I had the good fortune to serve under the inspirational leadership and mentorship of Ose Anenih — a venerable figure in the realm of hotel management and hospitality consultancy, and an accomplished leader whom I fondly and proudly refer to as my Coach and Boss.
It was at Flagstone Hospitality that I had the opportunity to witness, on a much grander and dynamic scale, how the art of hospitality transcends spaces, turning them into inviting sanctuaries for guests. My experience there was akin to a harmonious symphony, with different functions and responsibilities seamlessly cooperating, all aimed at one noble objective: TO MAKE GUESTS FEEL NOT JUST WELCOME, BUT GENUINELY CHERISHED, as though they were dear friends and family.
That said, receiving a guest is no trivial matter; it is a craft honed through years of dedicated practice. It involves more than the perfunctory exchange of pleasantries; it’s about making visitors feel genuinely welcome, valued, and, above all, comfortable. No doubt, the science of hospitality involves a profound understanding of the diverse needs and expectations of guests, encompassing a wide spectrum, spanning from the fundamental desire for comfort and a welcoming atmosphere to more specific preferences such as room configurations (design), size of beds, and amenity choices. It’s about effective communication that transcends mere words and connects on an emotional level. It’s about creating experiences that linger in the hearts and minds of those we serve, long after their departure. It’s about crafting timeless moments that resonate with our guests, making them feel truly cared for and understood, far beyond the basic requirements of a transactional encounter.
In this vein, it’s essential to highlight that the science of hospitality is rooted in the study of human behavior, cultural diversity, and the ability to adapt to changing preferences. It demands a keen eye for detail, a perceptive ear, and a heart that genuinely cares. It’s about recognizing that a returning guest might prefer a cozy corner table by the window, providing a breathtaking view, or that a family with children seeks a stay filled with kid-friendly amenities, ensuring a memorable experience for the little ones, or that a solo traveler, on the other hand, might treasure a serene and quiet environment, fostering a peaceful retreat from the demands of their journey. I could go on and on.
Why is hospitality important? Because it is the lifeblood of the service industry. It bridges the chasm between mere transactions and genuine relationships. Hospitality elevates businesses from being faceless entities to entities with a heart and soul. In the Hotel and Short-term rental (STR) industry, as I experienced at Flagstone Hospitality, it’s the difference between a cold room and a warm haven, between a checklist of amenities and an array of comforts tailored to individual preferences.
The cumulative impact of hospitality extends beyond the boundaries of establishments — hotels and accommodations, restaurants, airports, spas, resorts, you name it. It shapes societal norms, promoting kindness, empathy, and the recognition that our interactions with others are a reflection of our shared humanity. It’s a silent but powerful force, binding the threads of our social fabric, and reminding us that respect and consideration should know no bounds.
For businesses, exceptional hospitality is the cornerstone of reputation and success. It breeds guest satisfaction, encouraging them to return, and to recommend their haven of comfort to others. It’s the catalyst for positive word-of-mouth, which, in today’s digital age, can resonate globally. It results in loyalty, the holy grail of the service industry, and the bedrock of revenue growth. The better the hospitality, the better the bottom line. Businesses that invest in the science of hospitality don’t just retain customers; they gain advocates.
Hospitality elevates businesses from being faceless entities to entities with a heart and soul.
In the hallowed apartments of Flagstone Hospitality, I observed how exemplary hospitality has the power to transform an ordinary guest into an advocate. When people feel truly welcomed and cared for, they become not just loyal patrons but vocal proponents, singing praises and sharing their experiences. It’s this exponential growth in reputation and business that turns establishments into legends.
Today, as I reflect on my journey, the art and science of hospitality, and the wisdom instilled by Coach Ose Anenih, I understand that hospitality isn’t only about warm smiles and soft-spoken greetings. It’s a practice that unites people, cultures, and businesses. It reminds us that, irrespective of our backgrounds, we all share a common desire to be seen, heard, and valued. It acknowledges that, in this ever-changing world, the constants of kindness and warmth are what truly make the difference.
In dedicating this reflection to Ose Anenih, I acknowledge the profound impact and influence he’s had on my broadening understanding of hospitality, and my own journey towards becoming a better professional and entrepreneur in this field. In his guidance, I found not just the nuances of hotel/STR management but also the nuances of humanity. The wisdom he shared went beyond the textbooks and manuals; it delved into the hearts of those we serve. I’m eternally grateful for the mentorship he provided, not just for the skills I’ve acquired but for the values I’ve imbibed.
So, when I ponder the word “hospitality,” when I think about how we receive guests and/or customers, I’m vividly reminded that it’s a gracious dance, a noble endeavor, and a science that combines precision, care, and a touch of magic. It’s the smile in the lobby, the personalized welcome note in the room, the prompt room service, and the warm, heartfelt farewells. These are the very “little things,” as eloquently described by Will Guidara in his bestselling book, ‘Unreasonable Hospitality.’ It’s the acknowledgment that we’re all travelers on this journey called life, and the quality of our interactions intricately defines and shapes the richness of our shared experiences.