Service Isn't Same As Hospitality | Anna Dolce Dolce | TEDxBend

Summary

The speaker reflects on their 15 years of experience in the restaurant industry, highlighting the common, robotic interactions that lack genuine hospitality. They contrast this with the deep cultural practice of hospitality in Georgia, where guests are treated with overwhelming generosity. The speaker argues that true hospitality, not just service, leads to sustainable success and uses personal anecdotes to illustrate the impact of genuine connection and care in the hospitality industry. They encourage both businesses and customers to prioritize and appreciate heartfelt hospitality.

Takeaways

• 🍽️ Restaurants often follow a script that can make customers feel like numbers rather than valued guests.
• 🤝 Genuine hospitality is missing from many customer service experiences, reducing them to mere transactions.
• 💡 Success in business and life is linked to prioritizing hospitality over just service.
• 🌎 The culture of results has led to a focus on processes and profits over people.
• 🇬🇪 Georgian hospitality is highly valued and is seen as more important than bravery, courage, or reputation.
• 🏆 Even top-ranked restaurants can struggle if they focus on food and presentation rather than the guest experience.
• 🛎️ Service is about tasks and procedures, while hospitality is about creating a warm and welcoming emotional response.
• 🎁 Generosity is a sign of hospitality, often remembered more than just good service.
• 💔 Satisfied customers may not return if their experience feels like an even exchange without any extras.
• 🗣️ Speaking up about positive experiences can have a lasting impact on service staff and businesses.

Q & A

What is the speaker's experience in the restaurant industry?

The speaker has spent a decade and a half working in restaurants, which has given them a deep understanding of the industry and its nuances.

Why does the speaker feel that many restaurants lack genuine hospitality?

The speaker believes that the focus on efficiency and transactional processes in the hospitality industry has led to a lack of genuine connection and warmth, turning servers into order takers and food transporters rather than hosts.

What does the speaker describe as 'service by default'?

'Service by default' refers to the routine and mechanical tasks performed by restaurant staff without genuine care or connection, making customers feel like cogs in a machine rather than valued guests.

How does the speaker's upbringing in Georgia influence their views on hospitality?

Growing up in Georgia, where hospitality is highly valued and considered more important than bravery or reputation, has shaped the speaker's belief that prioritizing people creates success in business and life.

What is the speaker's perspective on the role of hospitality in business?

The speaker contends that hospitality should come before service in business because it naturally leads to positive outcomes such as great service and increased profits. They argue that service is about tasks and procedures, while hospitality is about creating a positive emotional response.

Why does the speaker think that focusing on hospitality can lead to sustainable success?

The speaker suggests that focusing on hospitality, rather than just transactions, can lead to sustainable success because it fosters a genuine connection with customers, which in turn can lead to repeat business and positive word-of-mouth.

What was the main issue the speaker identified with the fancy restaurant in Miami?

The main issue was that the restaurant focused too much on the technical and artistic aspects of the dining experience, forgetting the essential human element of hospitality, which made the experience feel more like a spectacle than an act of kindness.

How does the speaker describe the difference between service and hospitality?

Service is described as a skill involving tasks, procedures, and meeting the客人的 needs, while hospitality is a spirit that involves creating a positive emotional response, anticipating needs, and connecting with guests on a personal level.

What advice does the speaker give to customers and business owners regarding hospitality?

Customers should speak up when something is wrong but also recognize and praise good service, as praise can have a lasting positive impact. Business owners should focus on hiring for hospitality, as it's a quality that can't be trained but is crucial for touching hearts and building lasting relationships.

What impact did the server Keanu have on the speaker's experience at the hotel in St. Louis?

Keanu made the speaker feel special and at home by personally greeting and getting to know her, as well as connecting with all the guests and creating a sense of community, which exemplified genuine hospitality and left a lasting impression on the speaker.

What is the speaker's final message about the importance of hospitality?

The speaker emphasizes that hospitality is acknowledging each other's humanity and is our best skill and biggest asset. They encourage leading with hospitality in all aspects of life to build lasting businesses and caring communities.