Hospitality in business: Why it matters
Whether you work in tech, at a well-staffed private business with no foot traffic, or at a small coffee shop on the corner, understanding hospitality is vital to growth and renewal.
Leaving the tourism industry was one of the hardest things I’ve done. I helped manage 13 welcome centers and led countless groups around the state of Arkansas. But my job wasn’t just about entertaining or ensuring a facility ran smoothly and the bills were paid—it was about teaching those around me what it means to be hospitable.
I wanted people to walk away with an experience that not only left them with a whole new appreciation for the state, but also made them see Arkansans as kind, welcoming people who genuinely cared about them.
Moving into the private sector was scary because I wasn’t sure how “being nice” would get me by. Sure, I know a bit about accounting; I joke that one of my superpowers is learning software, and I can master a host of skills.
But the one thing I know better than anything is how to make someone feel like they are the most important person in the room.
When a new member joins the Venture Center, we want them to know they matter—they are the reason we exist. When a client needs resources or guidance, it’s vital to walk them through with encouragement and knowledge. When the phone rings, our response should always sound like we’re excited to be part of the solution, whatever the need is.
Being hospitable to staff is equally important. Our attitude toward those working alongside us is on display. Have you ever walked into a business and felt the tension between coworkers? Are you the business owner? Does your staff feel appreciated? Do they feel like a team, or do they feel lost, unsure of their roles?
It only takes a moment to tell someone they’re doing a good job, and that simple act makes people want to come back the next day and continue doing that “good job.”
Being hospitable isn’t always easy, and it’s rarely at the top of our to-do lists, but there are a few simple steps you can take to incorporate hospitality into your business and drive it forward:
Smile
Smiles really are contagious and can change both attitudes and the atmosphere. I was once told that people can even hear you smiling over the phone. It’s true—I’ve actually had strangers comment on it when I answered their calls.
Be a Greeter
Always say “hello,” “good morning,” and acknowledge the presence of the person or people in the room.
Look for Ways to Go the Extra Mile
Whether it’s sending a card with a kind word, asking how you can help and then following through, or doing something without being asked, these small gestures can make a significant impact.
Show a Positive Attitude
This is the most important one. Without a good attitude, none of it works. A kind attitude changes everything, and you can’t be hospitable without it.
It’s possible to be profitable and achieve some success with a negative mindset, but imagine how much farther you’ll go when a client or customer tells others, “Take your business there—they treat you like you matter and make you feel like family.”