The key to hospitality is in the little moments.
Hot take: The most memorable touch points are rarely the grand displays and over the top receptions.
Stellar hospitality is felt not seen.
People resonate strongly with the things that are familiar, nostalgic, vulnerable, welcoming, comfortable, analogue and relatable. Not flashy.
“I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.”- Maya Angelou
That really famous quote by Maya Angelou? There’s a reason it’s shared so far and wide.
Oftentimes, especially now with the rise of social media we get caught up in what it looks like to the masses and forget to focus on what it feels like for those right in front of you, real time.
Your opportunity as a space operator, a host, a human, lies within the little moments.
What can you do, at that point in time, that will make someone in your community feel something?
How can you provide a magical moment that will delight them?
Hit one of the three E’s and play to them.
The key to hospitality is not only anticipating and meeting people’s needs but blowing them out of the water in small and unexpected ways.
Have you read Unreasonable Hospitality? If not, stop what you are doing and order it now. It will change the way you think about your business.
TLDR: Hospitality is a feeling. Focus on making a single moment in time stand out for your people.