Hospitality is much more than word today, it has become an industry that runs the danger of becoming too high tech, with too little high touch.

As I was completing a project today, I came across something I wrote more than 20 years ago and it caused me to reflect a moment.

Hospitality should have many adjectives, but many of us cannot precisely define it.

Hospitality means providing service to others, yet not being cast as a servant.

Adjectives that should apply to Hospitality include:

Attentive, courteous, amiable, cordial, agreeable, gracious and welcoming.

Hospitality also means demonstrating consistent excellence and quality in people skills (staff and guests), product and ambiance.

It should also mean profitably providing value and worth at any price level, while demonstrating your own unique points of distinction.

Hospitality should be smiles, trust, caring and sharing your operation's success, regardless of you job title.

Most of all, Hospitality should be a "place", where people can still be exceptional individuals, where they can extend their own personality and style.

Hospitality  is a place and a feeling where one can build their own self-esteem and pride, by providing positive memories and experiences to our guests.

That's my definition of Hospitality. What's yours?

Please communicate your thoughts and I will post a collection of responses in an upcoming column. Share your idea wth John at johnjhogan@yahoo.com

All rights reserved by John Hogan and this column may be included in an upcoming book on hotel management.  

John Hogan's professional experience includes over 35 years in hotel operations, food & beverage, sales & marketing, training, management development and asset management on both a single and multi-property basis. He holds a number of industry certifications and is a past recipient of the American Hotel & Lodging Association's Pearson Award for Excellence in Lodging Journalism, as well as operational and marketing awards from international brands. He has served as President of both city and state hotel associations.