The Spirit of Hospitality

About the Author

Larry Stuart is a hospitality professional with over 40 years of experience in the industry. He is a true servant leader who has infused enthusiasm, excellence, and a greater purpose into the teams he has served. Stuart is a graduate of Cornell University's School of Hotel and Restaurant Administration and has held various prestigious roles, including adjunct professor, Forbes contributor, author, speaker, and emeritus president of the Cornell Hotel Society FL. He currently owns and operates a 24-year-old business in Walt Disney World and has been involved in the startup, opening, or operation of over 50 restaurants, seven major hotels, and one airline.

Main Idea

In The Spirit of Hospitality, Larry Stuart explores how to incorporate the essential elements of hospitality into business operations. He emphasizes that genuine hospitality can significantly enhance business success by fostering a culture of kindness and integrity. Stuart outlines seven key ingredients of hospitality that, when applied, can transform a business, improve employee morale, and increase customer satisfaction.

Table of Contents

1. Introduction
2. Building the Spirit of Hospitality
3. Integrity and the Spirit of Hospitality
4. Hiring the Spirit of Hospitality
5. Training the Spirit of Hospitality
6. Together Everyone Achieves More
7. The 7 Key Ingredients for the Spirit of Hospitality
8. Working with a Spirit of Hospitality
9. Empowering the Spirit of Hospitality
10. What the Spirit of Hospitality Looks Like to Guests
11. Serving the Spirit of Hospitality
12. Conflict and the Spirit of Hospitality
13. Return on Investing in the Spirit of Hospitality
14. Conclusion

Building the Spirit of Hospitality

Building a spirit of hospitality begins with the company culture. Stuart believes that businesses should "eat, sleep, and breathe" this culture to ensure it becomes ingrained in every team member. When the right people are in place and everyone understands the company’s culture, turnover decreases while productivity, morale, and commitment increase.

"Eat, sleep, and breathe your spirit-of-hospitality culture." - Larry Stuart

Creating a strong culture of hospitality involves constant communication and reinforcement. It means talking about it everywhere and at every opportunity, ensuring that it becomes second nature to every team member. This consistent focus on hospitality helps to embed the culture deeply within the organization.

For instance, a hotel chain that continually emphasizes the importance of greeting every guest with a warm smile and a personal touch will naturally develop a reputation for exceptional service. This approach not only enhances the guest experience but also fosters a sense of pride and purpose among employees, leading to higher job satisfaction and lower turnover rates.

Integrity and the Spirit of Hospitality

Operating with a spirit of hospitality requires integrity, which means being honest and having strong moral principles. Stuart stresses that a good reputation is built by following through on commitments and doing the right thing, regardless of the cost. Setting a standard of excellence is crucial for maintaining this integrity.

"Your good name, and the company’s, are critical to success." - Larry Stuart

Integrity in hospitality is not about pretending to care; it’s about genuinely caring for the well-being of others. This authenticity is what builds trust and loyalty among both employees and customers. When a company consistently acts with integrity, it creates a positive and reliable brand image that attracts and retains customers.

For example, a restaurant that consistently delivers high-quality food and service, and resolves customer complaints with sincerity and fairness, will build a loyal customer base. This reputation for integrity will also attract employees who value a workplace where honesty and ethical behavior are prioritized.

Hiring the Spirit of Hospitality

Hiring the right people is essential for fostering a spirit of hospitality. Stuart advises looking for individuals who are passionate about life, their purpose, and their career goals. These individuals should have a natural welcoming smile and a sunny disposition, as these traits are crucial for serving others from the heart.

"Hire quality people who understand the difference between doing their job and serving other people from their hearts." - Larry Stuart

In the hospitality industry, technical skills can be taught, but a genuine desire to serve others and a positive attitude are innate qualities that are harder to instill. Therefore, it is important to prioritize these attributes during the hiring process.

For instance, when hiring a front desk agent for a hotel, it’s beneficial to look for candidates who naturally exude warmth and friendliness. These individuals can be trained on the specific systems and procedures of the hotel, but their inherent ability to connect with guests and make them feel welcome is what will truly set them apart.

Training the Spirit of Hospitality

Training should not end once employees are hired. Stuart emphasizes the importance of robust training programs that include not only necessary skills but also the company’s culture. Training should be ongoing, with follow-up and reinforcement to ensure that team members continue to embody the spirit of hospitality.

"A dollar spent on training will save you three in advertising for new employees." - Larry Stuart