Hospitality exists when you believe the other person is on your side. Hospitality is present when something happens for you. It is absent when something happens to you. (p. 11)
Service is the technical delivery of a product. Hospitality is how the delivery of that product makes its recipient feel. Service is a monologue - we decide how we want to do things and set our own standards for service. Hospitality, on the other hand, is a dialogue. To be on a guest's side requires listening to that person with every sense, and following up with a thoughtful, gracious, appropriate response. It takes both great service and great hospitality to rise to the top. (p. 65)
Zie ook de tekst van 16 oktober 2007 en van 31 december 2007.
Service is the technical delivery of a product. Hospitality is how the delivery of that product makes its recipient feel. Service is a monologue - we decide how we want to do things and set our own standards for service. Hospitality, on the other hand, is a dialogue. To be on a guest's side requires listening to that person with every sense, and following up with a thoughtful, gracious, appropriate response. It takes both great service and great hospitality to rise to the top. (p. 65)
Zie ook de tekst van 16 oktober 2007 en van 31 december 2007.
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