Hospitality in the Digital Age
Hospitality is defined as the favorable relationship between a host and a visitor, wherein both parties mutually benefit from the experience. Hospitality encompasses all aspects of a business-host’s relationship with his or her guest. Hospitality includes offering food, beverage, bed or shower, and other amenities. The practice of hospitality extends to all areas of operation, including customer service, sales, marketing, and administration.
In the digital age we live in, hospitality means much more than simply providing food and drinks to your customers. It should include being there for your customers, greeting them, letting them know they are welcome, making sure their needs are met, and then helping them find their way back to their homes. Digital hospitality means being able to recognize customers and potential customers based on their profiles, interests, and behaviors, matching the needs of each with the appropriate message and touch point.
Hospitality can be shown in several ways at a restaurant. At a restaurant, the restaurant owner may host a ” Farewell at the Door” promotions, offering a discount or gift card for those who spend $5 or more at the restaurant. Other forms of hospitality include taking the time to personally greet each guest, whether it’s through the front door or across the table. Other practices that show hospitality include offering free selections of beverages such as water or mixed drinks, extending a menu of tempting fare, and making sure the environment is comfortable and conducive to conversation.