We often hear talk about the importance of offering good service, but hospitality is really a better word to describe what we need to provide. To clarify, "Service" is mechanical, it's a process (i.e.serve from the left, clear from the right, don’t spill wine on the table, etc.). On the other hand, "Hospitality" is felt, it has a heart and a soul – it is about how our residents feel about what you did and how you did it. However you define it, hospitality is a very tangible intangible – you instantly know when you experience it ... and you know when it is absent.
Hospitality is the foundation of our business philosophy. Virtually nothing else is as important as how one is made to feel in any business transaction. Hospitality exists when you believe the other person is on your side. The converse is just as true. Hospitality is present when something happens for you. It is absent when something happens to you. Those two simple prepositions – for and to – express it all.
The key to success in this new era lies in reaching a deeper understanding of hospitality. It is achieved through an understanding of people and how they work together to create a climate where the residents feel well-served, the staff and managers are happy and the needs of our clients are also satisfied.