Originally published in Successful Meetings
magazine, January 2007 The term "hospitality" is bandied about with little of no regard for its true definition. Sometimes a refresher course in true hospitality benefits everyone
The Gold Standardwww.ritzcarlton.com/corporate/about_us/gold_standards.asp#basicsRitz-Carlton, a past recipient of the
Malcolm Baldrige Awardfor quality of service, has long been considered a bellwether in the quest for hospitality perfection and has a specific set of promises and values to which employees are expected to subscribe: The Credo, The Motto, The Three Steps of Service, Service Values, and The Employee Promise. While many are specific to hotel employees, others are reminders about behavior that would impress the strictest of grandmothers (think “attendee” instead of “guest”): I am always responsive to the expressed and unexpressed wishes and needs of our guests; I am responsible for uncompromising levels of cleanliness and creating a safe and accident-free environment; I am empowered to create unique, memorable, and personal experiences for our guests.
To the Hiltwww.behospitable.comProduced by The Hilton Family of hotels, the Be Hospitable site has fun stories and sound ideas about hospitality. It also offers icebreakers, toast ideas, and tips on how to integrate hospitable actions into everyday life. Readers are invited to add their own hospitality tips, and will be notified if theirs are selected for the site. Be Hospitable also has a “be-greeting,” which allows visitors to use pull-down screens of phrases, titles, and punctuation to create greetings—it’s like Mad Libs for pleasantries and thank yous. On a more serious note, the site delves into Conrad Hilton’s philosophy about hospitality, which is based on the Greek myth of Prometheus.
Going Postal can be a Good Thingwww.emilypost.comA big part of being hospitable is acting with grace; no one knows grace better than the legendary Emily Post. Emily’s legacy is upheld today by a third generation of Posts: Peggy, Cindy, and Peter, the last of whom specializes in etiquette for men and lends a lighthearted and self-deprecating tone to the traditionally staid and formal field of appropriate behavior. Although the Emily Post Institute continues to offer advice about wedding, family, and everyday etiquette, the site also provides a wealth of information on subjects particularly appropriate for today: business gift etiquette, videoconferencing etiquette, and special topics such as a “Chart to Dress the Part from Beach Casual to White Tie” or “When the Conversation Turns to War.”
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