Has our concept of hospitality changed?  Are we too busy to observe the basics of civility and hospitality on a personal level?  If  the level of hospitality in our personal lives has decreased, has this affected our professional actions?   Have guests’ increasing demands and sometimes aggressive behavior caused you or your employees to become stressed, disenchanted, or even angry?

If your answer to any of these questions is “Yes”,  I have another question.    How do we train employees to overcome this hospitality deficit and provide the level of service we want and our guests expect?  What special training is needed to ensure that employees always deal professionally with guests who may occasionally  step over the line?

I suggest we go back to the basics.  I suggest that every new employee orientation, every initial training session, and every subsequent session begin with a brief  review of your operation’s standards for hospitality.  This might include:
 

Our guests deserve it, our industry demands it, and dedicated employees will not be personally satisfied with less.

Will this work with all employees?  No!  Some will resent it.  Some will rebel.  Some will quit.  They were not an asset to your operation anyway. 

Will this approach improve hospitality at your property?  YES, but only if you keep the pressure on through constant monitoring and reinforcement.  Please remember one definition of training: “Gentle pressure relentlessly applied”

Finally, lead by example.  Don’t just tell your employees what true hospitality is-show them! 

• Former head of AAA Lodging/Dining Ratings Program. 
• An independent consultant serving the hospitality industry. 
• A Special Training Consultant to the Educational Institute, American Hotel/Motel Association