When you visit a restaurant, an event, or a company, who do you consider to be your host? Is it the business owner working behind the scenes, or is it the waiters and hostesses that have direct contact with the guest are tasked with making sure the guest has a pleasant experience? For me, it’s clear; it’s the receptionists, the customer service representatives and other service staff who make us feel like the host is looking after us personally. They strengthen customer loyalty and have become essential for every business owner.

Service is the most emotional part of ​​a company. Regardless of the sector. Here, employees are expected to provide consistent attention and diligent care. Service employees should be good hosts, always attentive, communicative and, on top of that, still able to sell.

At the start of my business career, when I was introduced to the CEO of a renowned kitchen equipment manufacturing company as a professional hostess, his spontaneous reply was “What a great niche! I find it impossible to play host at all of my events and I certainly can’t transfer that gene to my staff.” A gene? Is it the manager’s duty to always be the radiant host? Yes and no.

Let’s give our employees a bit of the limelight! Let me share an example of this from the gastronomy sector, which will probably be familiar to most of you. For guests who decide to reserve a table well in advance, they get to enjoy the anticipation of a relaxing evening in the restaurant of their choice. A talented waiter will be there to welcome them, and will capitalize on this joyful anticipation as their host. What does that mean in concrete terms? The waiter greets the guests with a warm “Good evening, nice to have you with us,” and will accompany them to their table. That creates relationship. The host creates an atmosphere in which his guests feel comfortable and are happy to accept his recommendations. This creates an added value on both sides… always with tact, and without being too pushy.

We can all put ourselves in the role of the host. Be it the managing director at a meeting at his company, an interview with potential job candidates or the nice lady at the door of a restaurant. It is always the little things that make the difference in service. We see this in our day-to-day work as we support teams that inspire guests. Even small changes often have a major impact on customers’ perceptions. For example, if the client is served a freshly ground barista roast with creamy foam instead of cheap coffee at the beginning of a serious contract meeting, he feels welcome and initiates the negotiation with a much more positive feeling. The resulting benefits are obvious.

How to care for each guest individually and anticipate their wishes is a skill that can be learned. Training your own employees to be a good host and supporting them in their own personal development is a worthwhile investment for companies. These qualified staff members eventually act as hosts and are responsible for ensuring that customers feel at ease. We can support you with tried-and-true concepts from the hotel and gastronomy industries to ensure that the well-being of your customers is the main focus. Through Corporate Hospitality, your customers will become your guests and will remain loyal in the long term.

The gastronomy sector has already recognized the value of satisfied, cared-for customers. I think each of you has a place that you always like to visit because of the nice atmosphere and attentive service. This level of hospitality is highly valuable in any industry, because happy customers are sure to return. Corporate Hospitality creates a win-win situation for both parties. Customers feel cared for and the company can count on a long-term partnership.

When was the last time you had a great experience with a service representative who was a top host for you? I’d love to hear from you or to join you for a visit to your favorite spot.