💡 A Thought to Ponder
Most businesses offer service—but very few offer hospitality.
Service is about meeting expectations.
Hospitality is about exceeding them.
Service is transactional.
Hospitality is transformational.
If you’ve ever left a business feeling like just another customer, you’ve experienced service.
If you’ve ever left feeling like someone saw you and valued you, you’ve experienced hospitality.
Which one do you think people come back for?
📖 The Story
One memory stands out to me as a great example of the difference between service and hospitality.
I was traveling for work, tired, and checking into a hotel late at night. The front desk agent barely looked up, handed me a key, and said, “You’re in Room 237, elevators to your left.”
That was service.
On another trip, I stayed at a different hotel, and the experience was completely different. Not only did they greet me by name, but when I walked into my room, I found a small handwritten note:
"Welcome, Jessica! We’re so glad you’re here. Let us know if there’s anything you need."
It was such a small thing—costing them almost nothing—but after a long day of travel and time away from my family, that simple gesture made me feel seen, like more than just another guest.
That’s the difference.
🌿 Rooted in Reality: The Key Differences Between Service and Hospitality
✅ 1️⃣ Service is about getting the job done. Hospitality is about making people feel something.
Anyone can process a transaction, check someone in, or complete a sale. But how people feel during and after the experience? That’s what they remember.
✅ 2️⃣ Service is for customers. Hospitality is for people.
Customers are people. Employees are people. Hospitality isn’t just about the person paying—it’s about everyone involved in the experience.
✅ 3️⃣ Service ends when the transaction is complete. Hospitality lingers.
A meal at a restaurant is service.
A meal where the server remembers your favorite dish, engages in conversation, and makes you feel at home? That’s hospitality.
🔄 One Small Shift That Changes Everything
Instead of just checking off the service box, ask yourself (or your team):
✔️ What’s one small thing we can do to make someone feel welcome today?
✔️ How can we make our customers or employees feel seen instead of just served?
✔️ What’s one way we can make people want to come back—not because they have to, but because they want to?
Hospitality is a mindset, not a department. It’s the secret sauce of businesses that thrive.
💬 Making It Interactive: Join the Conversation!
📩 What’s a moment of hospitality that stood out to you? Drop your thoughts in the comments—I’d love to hear your experiences.
Stay Connected 🌿
Small gestures make the biggest impact—whether in business, leadership, or community.
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