Service and hospitality are used interchangeably, but they aren’t the same.
Service is a set of acts, tasks and procedures that are performed with consistency. Service is the mechanics, the logistics, the how to part of everything we do. The act of serving food and drinks in the cafe, serving from the left, clearing plates from the right. Service is the processing, what you do for your guests.
Hospitality is the emotional part of everything you do. Hospitality is anticipating expressed and unexpressed needs and wants.
Service is a skill. Hospitality is a spirit!
Service is what you do for your guests. Hospitality is what you do with your guests. Hospitality is emotional, generous, hopeful, confident, optimistic, thoughtful, dynamic, anticipating, open hearted.
Service is the physical labour.
Hospitality is the emotional labour.
Service happens on its own.
Hospitality must be intentionally created.
Put hospitality ahead of service and it takes care of the rest.
When hospitality is missing, our guests don’t feel seen or heard.
People come for your service once, but they come back for your hospitality over and over again.
We are in the business of emotions: passion, pleasure, indulgence, hospitality, entertainment
We are also in the business of control, inventory, systems, service, attention to detail and consistency.
Problems occur when you focus one side more so than another. Providing good service isn’t enough. Service without hospitality is just a transaction. Just providing good service results in an even exchange with our guests. Our guest expect to be satisfied and get their moneys worth and when they do we are even. Our guests rave about the extras – people, places and experiences that blow us away.
In your role there will be elements of service and elements of hospitality – they aren’t the same. Our guests forget about good service, they remember great hospitality