Delivering The “Vibe” Of Hospitality Requires E.P.I.C. Qualities

In addition to being arguably the most used word by younger generations as an adjective, adverb, and noun, the word “epic” is also the name of a new Orlando theme park, an International ski pass, the maker of popular video games, and a company providing digital access to children’s books.

Recently, while creating KTN’s brand-new hospitality industry training program, entitled Hospitality IS…, I realized that delivering the hospitality “vibe” requires EPIC qualities. Here are highlights from our newest workshops and webinars.

E is for Enthusiasm. Enthusiasm is a vibe we power up every morning, just like putting on clothing. Just imagine yourself transmitting a wave of energy just like a 5G Transmission Tower. Or for Marvel comics fans, see yourself as Susan Storm, the Fantastic Four’s Invisible Woman, projecting her force field. Or as author David Brooks says, be an “illuminator” that makes others feel respected and better about themselves, not a self-centered diminisher who makes others feel insignificant.

P is for Proactivity. Virtually every definition of hospitality refers to actions taken to make guests feel welcome. No guest will ever be that impressed when we simply meet expectations; when they ask for something and it is delivered. Hospitality creators are always looking for opportunities to do more than what is required; to initiate rather than respond.

I is for Intuition. Sometimes guests don’t know the right questions to ask. Others are just not very good at explaining themselves. Intuition allows us to be attentive to guests’ needs, even when they are not stated or expressed. Intuition allows us to do something way more important than handing over a bottle of cold water on a hot day; it allows us to “read” the guest’s emotions as well as physical needs. Being intuitive seems to be a byproduct of being fully present, allowing us to pay attention to non-verbal clues like body language and facial expressions. Just as we build stronger muscles by focusing on repetitive exercises, likewise, when we focus on being truly present and attentive to nonverbals, we can build our intuitive strength.

C is for Connection. As I travel the world, I realize we are more alike than different. Sincere connections can start with conversations about the most basic shared experiences like the weather, food, time of day, or day of the week. There are so many other easy ways to foster human connections, so long as they are used sincerely and not in a scripted, robotic manner.

– Commenting on or asking a question about where someone is from, such as saying “I’ve never been there!” or asking a question, “How do you like living there?”

– Greeting the children and the elderly in the party. “Hi baby! What’s your name?”

– Commenting on the sports team logo on their hat or T-shirt. “Ah, Steelers! I’m actually a Ravens fan, but I won’t hold that against you!”

– Complimenting a ring or an interesting piece of jewelry.

Sociologists and behavioral scientists have done extensive research on the positive impact of prosociality, which according to Google AI refers to behaviors intended to benefit others, like assisting, connecting, welcoming, and comforting. What they found was that those who initiate prosocial actions typically underestimate the significant, positive responses of recipients. Initiators tend to feel it is the actual phrasing or delivery of their prosocial action, whereas those experiencing the actions notice more so the authentic, heartfelt feelings conveyed.

Unfortunately, hospitality leaders have historically referred to training on these EPIC concepts as “soft skills,” which are all too often undervalued when compared to “hard skills” training on systems, standards, processes, and procedures. To me, the word “soft” has an underlying message of “less important.”

Maybe a better term for “soft skills” training on concepts such as E.P.I.C. is “heart skills” training. In fact, EPIC hospitality training prevents “heart failure,” which is the leading cause of lost business, while at the same time being foundational to creating memorable guest experiences. Best of all, providing EPIC hospitality experiences ensures that we all have a LOT more fun in our work-lives, and for those who take these “heart skills” outside of the building, we become happier humans.

Doug Kennedy is President of the Kennedy Training Network, Inc. a leading provider of hotel sales, guest service, reservations, and front desk training programs and telephone mystery shopping services for the lodging and hospitality industry. Doug continues to be a fixture on the industry’s conference circuit for hotel companies, brands and associations, as he has been for decades. Since 1996, Doug’s monthly training articles have been published worldwide, making him one of the most widely read hospitality industry authorities. Check out his monthly webcasts at www.KTNwebcast.com or visit www.kennedytrainingnetwork.com.