Hospitality in a Post-Lockdown World

In our post-lockdown world, people are still feeling vulnerable and at times, afraid. Most wish to return to the ‘normal’ that was theirs prior to 2020. They want to travel to faraway places and eat at exotic restaurants. As a person who embraces hospitality in the post-lockdown world, it is essential to understand that the word hospitality now means so much more than it did before.

The origins of Hospitality

The definition of the word hospitality, according to the Oxford dictionary, is the friendly and generous reception of guests, visitors or strangers. The word originates from the Latin word ‘hospes’, meaning host, as well as visitor or stranger. 

As one of the oldest businesses, its origins are in the taverns and innkeepers of ancient times. It also has roots in ancient Greece. Here, Xenia, (an ancient Greek concept of, or the sacred rule of hospitality) has the definition of the courtesy and generosity shown to those who are far from home.

So what is hospitality and why is it important? 

Hospitality is more than its definition. It is also a far better word than “service” to describe it. Words like kindness, cordial, consideration and warmth are also excellent descriptions. In the hospitality industry, it is not only about providing a five-star experience. It is also the tiny details that make an experience super special.

A person visiting a restaurant or a hotel, whether for business or pleasure, expects good service. A ‘good’ service is one that meets his needs at that moment. Hospitality, and true hospitality at that, is so much more than just providing a hotel room or a good meal. It isn’t just about providing a service.

A true hospitality professional knows the difference between ‘service’ and ‘hospitality’. A service is transactional, whereas hospitality is genuine.

Here is an example

To better illustrate the point, here is a short story. A gentleman was travelling back from an important conference a little while ago. His rental vehicle had a few problems on the trip, and this, in turn, made his arrival time at his hotel even later. Feeling frustrated, angry and tired, he entered the hotel lobby wanting nothing more than a good night’s rest. Because of the lateness of the hour, he expected merely a transactional experience. The young lady at the reception counter took note of his physical state, (it was rather late in the evening), and sincerely welcomed him, listened with real interest and care to his story, and in a few short minutes, had him comfortably settled for the night. She provided a genuine experience.

An establishment that provides that little extra service, along with respect and empathy for the guest, as seen in the example, is offering genuine hospitality. The lady at the hotel understood the guest’s needs, provided a real personalised experience, which ensured the gentleman felt truly welcome. It didn’t matter that it was nearly the middle of the night, or that she was soon ending her shift. She took the time, patience and compassion to make the gentleman feel important and valued as a guest. She provided not only great service but demonstrated true hospitality.

More than just service

Too many managers and owners in the industry confuse good service with hospitality. Service implies that there are certain standards to uphold – ensure to welcome the guest, that he receives the key to his room, and so on, all done without any real interest in the guest him/herself. Yet, the true heart of hospitality is kindness, especially to strangers. Hospitality is about providing the little ‘extras’ that make the guest feel valued and ‘at home’. It is also about the warmth and sincerity in the dealings with each individual guest.

Post-lockdown hospitality

Even as the world changes, the core principles of hospitality remain the same. And now, in our new post-lockdown world, hospitality is more essential than ever. Hospitality is a global language that is a fundamental part of the shared human experience. A guest to a restaurant or hotel will remember not just the standard service but the extraordinary hospitality that makes him feel welcome, safe, valued and appreciated.

What post-lockdown hospitality means to you?

If you’ve taken the time to read this article, thank you, from the bottom of my heart.

This blog is a new and exciting venture for me, and certainly a labour of love. This is a platform where I aim to share my thoughts and perceptions about international hospitality, travel and tourism. This industry has not only provided for me for over the last 20 years, but has taught me so much about life, the world and the vast cultures that span this planet. For this, I am eternally grateful.

If you enjoyed this article, please share it on Facebook and write a short post or even just a few words on “What Hospitality Means to You”…