Interview with speaker Laura de la Mar on Hospitable Leadership
Published at speakers bureau Athenas
In a world where customer service and hospitality are increasingly important to a company's success, many organisations struggle to truly differentiate themselves. Despite good intentions and countless discussions, hospitality often remains a vague and difficult concept to define. Laura de la Mar, author of the book "Hospitable Leadership", offers enlightening insights and practical advice for leaders who want to create a true culture of hospitality. In this interview, Laura shares her views on why hospitality so often fails and how companies can excel by fostering genuine personal attention and intrinsic motivation. Read on to discover how, as a leader, you can create an environment where both employees and guests feel truly welcome.
Many companies want to distinguish themselves through hospitality, but few reach the top. We spoke to Laura de la Mar, author of "Hospitality Leadership", about why hospitality often remains a vague topic and how leaders can create a culture of hospitality.
Why does 'hospitality' often remain a vague and floaty topic within organisations?
"It is true that hospitality often remains vague within organisations," explains Laura de la Mar. "This is usually because the concept is not made concrete. Working groups discuss the meaning endlessly, but there is no clear, shared vision. Moreover, many employees take it for granted - they think they are already hospitable, while there is often a lot of room for improvement."
Where do you think lies the cause of the lack of hospitality in many companies?
"In practice, the lack of hospitality is rarely down to the employees themselves. It is the leaders, both formal and informal, who play a crucial role in creating a hospitable culture. This culture starts internally, where employees need to feel welcome and encouraged to be hospitable. Without the right example and support from leaders, true hospitality will not flourish."
So how can leaders develop a welcoming culture and where should they start?
"Leaders must start by creating an environment where employees feel valued and motivated. This means open communication, respect and appreciation for every employee. In my book, I also provide practical advice and the five keys to success for developing a hospitality culture. These are concrete steps leaders can take to bring hospitality to life within their organisations."
You mention in your book that some companies excel in hospitality. What do they do differently from others?
"These companies ensure that guests, customers, patients and clients receive genuine personal attention. Employees in these organisations are loyal and work with passion and pleasure. This is because they are intrinsically motivated to be hospitable. These companies have a clear vision of hospitality and live it every day. They also have leaders who lead by example and are committed to hospitality."
What are some common pitfalls companies fall into when it comes to developing a welcoming culture?
"A common pitfall is thinking that hospitality is a one-off training or campaign. Hospitality must be practised continuously and consistently and integrated into daily operations. Another pitfall is underestimating the role of leadership. Without committed and exemplary leaders, it is difficult to develop a sustainable hospitality culture."
What can readers expect from your book and lectures in terms of practical applications and tools?
"Of course, in addition to theory and concrete examples, the book and lecture also contain self-reflection exercises and interviews with the Netherlands' leading hospitality leaders. Readers get exclusive access to an online treasure chest full of checklists, videos and tools. This helps them put the concepts in the book into practice immediately and develop a lasting hospitality culture."
"Hospitable leadership is not complicated, does not take much time, gives an instant boost, but is not for everyone. I hope my book will inspire and help many leaders to create a truly hospitable culture."
With these valuable insights from Laura de la Mar, the road to a hospitable organisation is within reach. Book a lecture and make your organisation more hospitable.
