Have you ever wondered why some companies always top the rankings of best rated companies, receive excellent reviews and effortlessly attract and retain talented employees? Is it their efficient processes, beautifully designed buildings, or state-of-the-art products or services? Is it the companies with comprehensive KPI dashboards that constantly measure and adjust performance? Or is it companies with thick manuals and scripts to guide their employees' behaviour?
The definition of Hospitable Leadership
"Hospitality leadership is about creating an environment where both guests and employees feel welcome, respected and valued. The core of hospitality leadership lies in inspiring, coaching and facilitating employees so that they can be hospitable from sincerity and inner motivation. By leading by example and constantly striving to improve themselves, a culture is created in which hospitality is embedded in the company's DNA."
Hospitable leadership in practice
According to Jos Burgers, best-selling author and speaker on customer centricity, hospitality leadership is especially important now for two reasons: it sets you apart in a world where differentiation is often minimal, and it increases your chances of getting the 'favour factor' with customers. Customers often choose based on emotion and intuition, and these decisions are strongly influenced by employee hospitality. This is all the more true at a time when digital touch points dominate.
Citizens stresses that customers basically want two things: they want to be helped and they like it when this is done in a pleasant way. Hospitality is not only about service, but also about creating a warm and welcome feeling, even if there is no direct financial benefit.
The secret weapon
True hospitality excellencies have a secret weapon: they focus on external, internal and inner hospitality. These companies invest not only in their environment, services and processes, but also in their employees. They inspire, coach and facilitate their employees, so they enjoy surprising guests and use their creativity to create that warm welcome.
As Sydney Brewer says: "To win outside is to start inside." Truly hospitable companies attract hospitable employees, who in turn inspire new hospitality talents.
Hospitality is a team sport
Hospitality is not a task for a select few, such as reception, catering or facilities management. It is a team sport in which every department and employee plays a role. Think of a relay race in which the hospitality torch is passed from one employee to another. The success of guest experience and employee job satisfaction depends on how well this handover goes.
Hospitality is top sport
Delivering a top performance every day, greeting guests with a smile, stepping in when a colleague is absent, and staying friendly in difficult situations - that is no easy task. Hospitality can never be taken for granted.
We are not that welcoming yet
Let's face it, we often think we already know and can do everything when it comes to hospitality. This can lead to 'hospitality arrogance', where we believe there is nothing left to improve. In reality, there is always room for growth.
Research shows that, on average, employees give their leaders only a 6.7 for hospitality. This shows that there is room for improvement. Hospitality requires time, attention and priority. It is the job of leaders to coach, train and provide continuous feedback to employees to improve hospitality.
Are you a hospitable leader?
It is perhaps the most frequently asked question: how do you recognise a hospitable leader? They do not wear a special badge and are not always visible in the spotlight. Still, there are some characteristics you can recognise them by:
- They have a strong passion for hospitality.
- They show hospitable exemplary behaviour.
- They have a positive effect on their environment.
Getting started
Hospitable leaders understand that hospitality is essential to the success of their organisation. They create a culture where employees feel valued and intrinsically motivated to be hospitable. They work to improve hospitality and encourage an open culture where employees give each other constructive feedback.
As a hospitality leader, there is always room for growth. Hospitality takes time, priority and attention. It is a long-term investment that will result in loyal guests and satisfied employees. Let's approach hospitality as a top sport and keep striving to improve.
Want to learn more about hospitable leadership and discover how to apply it in your organisation? In my new book, "Hospitality Leadership," I share all the insights and tools you need to become a hospitality leader and help your organisation excel in hospitality. This will not only yield loyal and satisfied guests, but will also bring you personal satisfaction and joy.
Let's work together for a more hospitable world. Will you join us?
About the book Hospitable leadership
Former #1 in the top 100 leadership books at Managementbook.co.uk.
Many companies aim to distinguish themselves through hospitality, but few truly succeed. Too often, hospitality is seen as a vague or superficial concept. Employees may think: "We’re already hospitable, right?" In reality, a lack of hospitality is rarely the fault of employees. Leaders—both formal and informal—play a crucial role in creating a hospitable culture. It starts internally: when employees feel welcomed and valued, they naturally extend the same warmth to guests. This book shows you how to build a culture where employees love to work and guests love to return.
In practice, the lack of hospitality is rarely down to employees. Leaders, formal and informal, play a crucial role in creating a hospitable culture. This starts internally: employees feel welcome and encouraged to be hospitable. This book tells you how to create a hospitable culture where employees love to work and guests love to come back.
About Laura de la Mar
As a hospitality warrior, Laura de la Mar dedicates herself to making people aware of the power of hospitality and helping to create hospitable teams and companies. With great passion and enthusiasm, as a trainer, coach, consultant and speaker, she helps people from various industries to develop and secure hospitality, develop leadership and get teams moving. Laura is also an author, proud owner of Hospitality in Business and founder of the Hospitality in Business Community.
"Hospitality is the common thread and biggest passion in my life. I truly have the best job in the world! How cool is it when you get to inspire and help people every day to make a difference themselves. Hospitality is the key to success for people and companies."
