Service Isn't Same As Hospitality | Anna Dolce Dolce | TEDxBend
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- Опубліковано 3 тра 2018
- The #1 thing the hospitality industry lacks is hospitality. Good service is no longer good enough in an increasingly competitive business environment. Anna Dolce shares the difference between the two, and why hospitality is a critical component of not only your future business success but also in making the world a better place. Anna Dolce traded her Miss Georgia (Europe) crown and national fame for a $40 shot at the American Dream. After getting her start in the restaurant industry, Anna observed that often the biggest missing piece in hospitality industry is in fact, the hospitality. Fueled by deeply rooted culture of hospitality and social connectedness she grew up with in Georgia, Anna went on to help business owners lead their companies from their own hearts and convictions and build businesses that last. Today, leveraging her background in entertainment, hospitality and entrepreneurship Anna coaches celebrities, elite athletes and entrepreneurs on how to live a life on their own terms. This talk was given at a TEDx event using the TED conference format but independently organized by a local community. Learn more at www.ted.com/tedx
Brilliant. One of the best takes on hospitality I've heard. Thank you for this. "We are human. Hospitality is nothing more than acknowledging each other’s humanity."
While loaded with good info, I don't think Ms Dolce has spent enough time working entry-level jobs in the hospitality sector. Some guests don't want to sit even twenty seconds with an empty plate in front of them, while others will get upset if you ask to clear a plate they haven't touched in twenty minutes; some people don't want to speak to the waitstaff at all, while others try to get the server to stand and chat with them. There is no uniform way to please everyone, and usually there's no way to know what mood your guest is in until you've already upset them. Most people see dining out as a convenience experience, not a pleasure endeavor, and it is a matter of restaurant concept whether you as a manager push quick/prompt service or heartfelt/personal service from your staff. Restaurants who bank on high turnover (volume) rather than high average check totals (high margins) offer speed and convenience as their main value. Consumers would do well to match their mood to their choice of restaurant, rather than expecting everything from everywhere...!
Thank you for sharing your thoughts! I'm glad you got a lot of good info. I have spent ample time in entry level restaurant positions and agree with you, there is no one way to hospitality. The concept of hospitality in fact is not about pleasing people, its about anticipating their needs. We must have the awareness to stay fluid. There is a way to anticipate your guests needs before you upset them, this is precisely the hospitality part, the emotional intelligence part! To your second point: wether the business is focused on high volume or high margins, humanity must not be lost in the transaction. The businesses are ultimately responsible for their guests experience, not in reverse. Thank you for watching this talk!
Completely clueless
I love your response. In this way you need to learn to be aware, attentive, and accommodate to what the guests came to seek.
Some want both the quality and relation. Some want one or the other.
Especially in customer service you need to learn to read others and be very self aware and soon it becomes a skill from experience.
Love this counter argument, thank you for bringing it up!
Thank you for both of your argument. I am a student who had been study hospitality and got HND diploma last January 2020. As a person who start to study hospitality management, I would lovely to hear many points of view about hospitality manner which is the key important for all individuals. Services is stand for business where it means what you had give and serve someone to meet their needs and wants while hospitality stand for your attitude, the way you treat other and dealing any kind of unexpected situation. This can benefit not only for services but also for your manner which can become optimistic. Sometimes, people likely to have a same hospitality manner from someone that they had already given. For example, when you smile someone, you want them to smile back. If not, you feel shy and never do the same thing again. I think we should do the same hospitality manner to everyone to have a great communication with customers and also with your employees.
Am I right to say? Let me know.
@@niky9965 great response from you Nik, it becomes a skill so great it can succeed or fail a restaurant.
Very interesting Anna! I wanted to add this discussion though. This industry is built on communication. What we say and don't say, how we connect and disconnect. It's your ability to read a customer and understand their frame of mind in a split second. Ultimately it comes down to a love for people and knowing how to communicate with them. All your hard work, money, endless hours of preparation all comes down to a brief moment of interaction. If you love solving problems, making others happy and can multitask, i truly believe you will go leaps and bounds in this industry.
Agreed.
Agreed
„Service is a skill, hospitality is a spirit“
I enjoyed this Ted Talk immensely because the information can enhance skills in ANY customer service related occupation. It was generous of Anna Dolce to show her appreciation for the outstanding server she met in St. Louis. For me, that speaks volumes about Ms. Dolce. She seems warm, thoughtful and kind.
Charlee, thank you!
Charlie, thank you for kind words.
I am so grateful that I do what I love. For me It comes naturally, and I found out very young. I get dressed up to run a successful business in NYC, loving every single minute what I do. Passion for Hospitality is a gift.
Such an incredible ted talk! Mind blowing. This one has been my favorite ted talk out of so many ive watched. The topic and details were so eye opening, if this doesnt help you get creative and look at world in different way and being different and not being afraid of doing so, i dont know what will
Great presentation, "Hospitality is nothing more than acknowledging each others’ humanity" Love that.
Chip, thank you very much!
Thank you!
Hit it on the nail, the definition of hospitality!! “ find people who feel excited about, going above and beyond, within human connection. “ the act of
Servitude goes beyond love language. 🤍✨
I truly love this! ❤
I understand were she is going with the beginning, but i can't help but feel that it's slightly negative and I was wating for her to give some counter options how to handle this situations differtenly. I see how she kind of does that with telling the difference in service and hospitality but it be nice to start with a somewhat positiver note.
Other than that i find it a verry informative and a new way to look at service and hospitality keep up the good work.
Thank you for sharing!
Human connection is more important now a days. Thanks for sharing it.
Thank you!
Wow! I started listening to this speech as I was attracted to the title and the topic. While I was super enjoying the speech and learning a lot, I was amazed when Anna mentioned she is from Georgia (the country). This was such an amazing surprise for me, as I am Georgian too 🎉 Thank you for this great, meaningful speech and for the surprise! 🤩 ❤
Thank you for your speech. I really enjoy it and get knowledge. I need more product knowledge and experience in the future and this helps me a lot.
I'm glad, thanks!
I’ve watched so many hospitality speeches and this was so far the best. I mean wow, I learned so much! Thank you.
Olli Rytkönen thank you!!
Olli, thank you!
Anna, good point! I never noticed all the common phrases.
I'm just happy to not be ignored at certain beach cafés!
🎉I do love such a content , where speaker points out the importance of interpersonal relationship, which seems to be forgotten in this quick technical and money oriented world. Business is something that you do for making money but also for pleasing people , so serving in hotels and restaurants should be more warm more sincere. I totally agree ❤
I've just came across this video and I loved it! At first I was thinking " yeah, all nice and good, but work still needs to be done" and then you came to the core. The WHY. The humanity. The recognition of humanity in each other. That's exactly what we're looking for when we hire. We don't need the most skilled person, we need humans who are friendly, open to conversation and to learn. This Ted talk also makes me want to visit Georgia 😉 thanks for this! Very informational and also for putting our both feet on the ground.
Jentina, thanks for watching. Glad you loved it!
"A stranger will never die of hunger". If only this was true.
It still is in Georgia.
RESPECT.. great speech really enjoy it on the comprehensive between service & Hospitality
Hopefully some people get the message !
Vldimir, thank you so much!
Vlas, thank you!
This was really good thankyou!!!
great ..... thank you maaam
Great speech Anna. You can tell it's from your heart. One suggestion is to throw in a few practical positive alternative examples. it's difficult to translate generic concepts into behaviors. Actual sentences, actual questions, actual specific welcoming lines that work..
To offer specific phrases to be hospitable would be counter intuitive to the point she made; That would make the hospitality "transactional" in nature, instead of offering the opportunity to be self aware of your impact on each individual.
Dickinson Dining precisely! Thank you!
Well done Anna…..superbly delivered 👏🏻👏🏻👏🏻
Sameer, thank you!
I wanted to like this video but I could not get over how mean her comments were towards the basic service routine. Not the warmest person on Ted talking about warmth
Basic service routine is not hospitality, thats the point of the talk.
I felt exactly the same way. I waited tables for years and I gave excellent customer service doing all of those same things. She just made it seem like they were lazy and checked out for having this routine. Maybe I also have too much customer service experience, this talk did not raise the bar for me in terms of expanding my knowledge. I also didn't like the experience about the server because it glossed over the tremendous amount of energy/effort it takes to find out all of that information for 30+ guests plus do your expected service for the minimum wage or below minimum plus tip wages that most servers get.
Thanks for this regarding the video. The hotel management business is now a lucrative and popular business.
Thanks for watching.
amazing speech and Fact .....
Thank you!
Love it! Grettings from Azerbaijan!
Greetings!
Awesome!! Using in my hospitality class!
Laureen, thank you! I am thrilled that you can use it in your class!
I learned quite a bit in your video! The first thing I noticed is your appearance. You're wearing something relatable, professional, and fashionable. As you began to speak, you didn't speak to fast or to slow. You packed this short speech with knowledge. I think you explained each side clearly and your examples were beneficial for understanding. if you knew nothing about the service and hospitality industry, you'd know how to start things off after watching this. As I read through the comments others left I noticed you responded to some which is wonderful! I am apologize for the people throwing shade about the way your speaking/handling the Service vs Hospitality feud. You've very clearly, knocked this out of the park. I am putting a training together for my employees and co-workers. I will definitely be including your video for training purposes and implementing your ideas with my employees. Also, I love Union Station. I'm from St. Louis!
Cammi, I'm working on a Guest Service training for staff as well. How long is your program? How many video interludes are you using?
Cammi, I appreciate your feedback and kind words. I’m glad you’ll be using the talk in your training, would love to know how it serves your employees.
Excellent speak well articulated.
Thank you!
I wrote once this article :
Hospitality is an industry or a concept?
Today, during my routine work as a receptionist in a luxury restaurant, a confusing idea occurred to me: How can hospitality be paid for?
How can an employee be hospitable when he hates guests who come during late working hours?!
How can my smile be paid for? How, how, how
All of these ideas are extremely contradictory to the concept of hospitality that I was raised on, which is “giving without return,” and also contradictory to the behavior of my father, who is always happy when a guest comes to his house, no matter the time!
Then I realized that the hospitality sector today is a name that hides behind a desperate attempt to imitate the life of wealthy families as an experience worth spending your own money on.
And guess what? Many are willing to pay a lot of money to experience the experience of wealthy families once and then return to their normal life, the simple life, the average life!
This made me wonder, is the term hospitality the appropriate term for this sector, or should we think of another name?
she is great she has a way with words for sure/ great potential and she has the gift of saying the right words????
Thank you!
Thanks for sharing 🌻
Thanks for watching, Mary.
Love It!!!
Thank you, Jason!
wow.......it was hard to see where she was going at the beginning, but as the lecture progressed I see the difference between service and hospitality. Thanks for making it clear for me :) big thumbs up!
DragonzBallz thank you!
Though at first I was put off by the "server imitations", I'm glad I waited for the more serious part of the conversation. It is not as condescending as it's opening. We all know that's the script anywhere, especially for a corporate chain. What she's addressing is the fact that some people really LOVE sharing hospitality, along with service, while others collect the money and run. There IS a distinction between service and hospitality, and both are OK. We live in a "dehumanized" society, where hospitality exists less and less. Where it DOES exist, people return to it, again and again. Anyone opening a resort, nightclub or restaurant, should believe every word she says. Don't spend all your money on flashing lights, and hire a bunch servers that would rather be somewhere else. You need more than one guy going around shaking hands and pretending to care about people. Seen it a thousand times.
11:07 Great point!!!!!
Thank you!
I have been a server sincen 1990. The service industry is so strange. I feel like it has taught me so much about human nature and the diversity of cultural thought. Listening to this hyper-critical assessment of service reminds me of all of the worst guests that I have served over the years, the type of guests that feel that it's their duty to tell me how to do my job. I am pretty much an expert at this having been in it for so long. So, to have someone be so nitpicky and petty about having someone bring them food is beyond me anymore. My thought is that this job is so pitifully representative of the masses so desperately wanting to have a 'justified' sense of entitlement that a small percentage of those self-entitled guests actually have that same assessment that is represented in this talk. This talk is only a tool to give the guests further entitlement and at the same time diminish the worker into a ever inept servant, one of the worst aspects of classism. Funny enough, fake classism.
Thank you! Couldn't agree more.
While I agree that there is a rising population that feels entitled, I have to disagree with you. At first, she does sound hard on the wait staff. I would never think as harshly. But as a business owner, I and all our staff strive to be that business that surprises people with better than expected. I think each of her points are an opportunity to word things a little different and leave the customer feeling welcome and blessed. Make them pause and think... and wanting to come back. Also, what she described, I would tip 15% and leave satisfied. The improved feeling of really taken care of I would tip anywhere from 20 to 50%. Thank you for your insights and for serving difficult customers. I am a believer in a God with a sense of humor and perfect justice. You will be blessed for being positive to the rude.
@@trishyager308 Thank you Trish for your kind response :-)
I have been working in the Hospitality industry and i totally agree with this lady.
I feel like it definitely has to come from the top. For kids, it’s the parents and for employees it has to be set from corporate, franchises and managers. Another group we should hold responsible is the us as guest, customers, clients. Unless we are vending machines, any words or sometimes unspoken gestures and smiles exchanged goes from service to hospitality. Even vending machines can be considered inhospitable if it jams & fails to deliver my Pepsi. Its an industry that will decrease and maximize in others for the future. Companies rely on their products to deliver such great performance that it won’t need service from an actual human so they fail to develop that position.
Really enjoyed your talk as I am getting into the hotel business and restaurant business and felt and have said many of the things you said myself out loud. You make me feel not alone about this that I want hospitality not just someone fakely putting a plate down meanwhile whilst they ask how can they help me, their eyes and attentions are somewhere else, on the kitchen, looking down at their phone, anywhere but actually on me. Keep going with this.
Glad you feel less alone! Thanks!
I love you Dolce
So nailed it
All mentioned that you said was so impressive for me as one of a student who studies for hotel management.
I’m happy the talk resonated with you! Thank you.
Good speech dear Ana. Been there, know what u mean...madloba!
Bartolomeu Lança thank you!
Burnt out. I love people 💕 but I got lots of tasks at my hand. I try and give everyone my attention. When it gets too much and I am the only hostess at my restaurant, I am checking people out, greeting people, seating them down, organizing menus, and getting napkins for spills in a heavy rush sometimes I can’t stare eye to eye with every customer. Sometimes I feel like I’m being paid for my smile only. Glad to hear it but please hire more people to ensure the hospitality is transmitted
Agreed, being spread thin is a challenge, however, hospitality should not suffer because of it. Making every interaction meaningful is the priority over any other task.
Great speech!
Rachel, thank you!
When the servers say May I help you - Most of them they mean it. This story is from the other side of the fence, naive in many ways at least to those who give their heart and soul at the front lines, the servers. Hospitality is a massive industry and there are many 'humane' souls working hard to please and make their Guest's day. Can't please all 'customers' so a standard template is practiced
Standard template is not hospitality. Thats the point made in the talk.
Yochag! I love your country and Georgian hospitality!
Love it! thank you.
So inspiring, so far I wondering about "service - hospitallity" as a one meaning of cause and effect condition. Thank You for the enlightment.
Glad it helped clarify. Thank you!
Interesting and fun debate, Hopefully resturants becomes more warm and chill. Like when i go to a kebab or Mcdonalds. Its so calm and sweet. While in Fridays.. Im i expected to stress and spend as much as possible? The restaurant you mentioned about restaurant astronomy seems very crazy. One day for sure i try it! Esquisit
Thank you! Cheers!
The items touched are so badly needed to be discussed.Great Speaker
Thank you, Alex.
Well said.
For Service and Hospitality you wish to receive and pay for, you head to a Restaurant.
When you wish staying low profile, you go for UberEats.
All is relative.
I work in hospitality industry 17yrs so 7 as a server 10 as a Manager.
I have 4 kinds of servers.
Some can go and serve adults
Some kids
Some is best with couples and so on.
As someone's commented above, every guest is different.
Some want official talk
Some want long gossip talk.
Anyway, good presentation
Agreed!
Currently 9 years under restaurant but currently with no job, any job connection please
I'm trying to open my own restaurant, i think it will help me to go ahead. Thank you.
Sonia Tahmi Wish you success with your restaurant! Thank you!
Love
It's not easy to distinguish between hospitality and service. However, I think she did an outstanding job.
Thank you.
Thanks, Steve.
Nice presentation Anna, but i also think service differs from one facility to the other. Y you can't always get the same kind of service where ever you go.
Agreed, service differs and hospitality should be provided regardless of differences in service.
Thank you for sharing the information
by: Quản Trị Nhà Hàng Khách Sạn Á Âu
Great talk even if a little snotty
There r different type of people with different nature. I heard only complaints...
Wow you are annoying!!!
@@dannycruz5213 yeah, i might expect totally another thing!
Not everyone is like her when they visit a restaurant
@@dannycruz5213 haha ;-)
The idea is pretty interesting, as I am researching about the differences between hospitality and service. Furthermore, i just would like to say that, that Georgia, was once a part of the Persian empire and this "hospitality disorder" comes from persia or Iran now adays.. Just thought It would be good to point out.
Georgia was never "a part of Persian empire", incorrect.
When I first entered the hospitality industry, I genuinely loved everybody and wanted to make my guests happy, and I got $1 tip per table sometimes 😢I felt so emotionally and physically drained when I got back home. If I can get same amount of return, (that’s why we are working, isn’t it?) I would be genuine again, but not for $1 tip. I rather serve in the soup kitchen, still contributing to the society, not to the entitlement people, like you.
I just stay home and make meals cause of these lines.
I would like know, 9:23, what exactly she said? I think the subtitle is wrong.
Bom proveito. Portuguese for ‘bon appetite’. Closely.
I think I could meet you and explain you what is the hospitality! 😊🙏🏼
i went for a restaurant once, it was so bad and the server kept asking " how is everything". they said it like 20 times.
00:06 Restaurants can often be overwhelming with rushed service and repetitive questions.
02:23 Service without hospitality is simply a transaction.
04:42 Hospitality in Georgia is valued more than bravery and reputation.
06:47 Putting people first is essential for success in business and life.
09:00 Hospitality is the positive emotional response elicited in our guests while service is being delivered
11:12 Going above and beyond in hospitality can create a memorable experience for customers.
13:16 Experiencing Georgia hospitality away from Georgia
15:20 Rethink why and how we do business and lead with hospitality
Crafted by Merlin AI.
WOYFG First lady in the house!
Does this work for the workers as well. What about the overload of interactions? How does one's brain connect with over 100 people a day? Interesting video.
I like your question, thank you. It applies to all workers. You connect with 100 people a day by connecting and being present with one person at a time, one moment at a time.
I think she's an interesting person and even fun to be around as a friend lol , liked her personality!
Union station is great
Customers always complain no matter what. your just here to eat goddammit.
Thats one way to look at it!
Ohmygod... your comment and reasoning omit a lot of aspects on how the base line service staffs are treated... feel like this speech driven more by ego than inspiration to really make a change...
Politeness is not the same as customer service
It's an interesting point of view about differencing Service and Hospitality, It's true we are now in a sort of "race" to generate more incomes, and we struggle to insert words and protocols in our workers with a deep lack of real personalisation and human touch.
Agreed. Thank you.
Are these service industry workers going to be paid more? If you want them to put more emotion into their interactions don't you think that would lead to even more fatigue and burnout for the minimum wage worker?
Providing hospitality is a way to enjoy your job more which prevents burnout. Pay rates in the industry is a separate issue.
She has not idea. Block her from commenting on service industry people.
I used to work in a fast paced hospitality business for a few years. I also traveled and visited many different level restaurants around the world. Never have I ever thought or experienced anything that she talked about in the introduction. Or even many things she mentioned throughout the talk. She comes off as someone very entitled. The worst kind of client 100%. "Table for 2?" Is a normal standard question, that in no way treats you like a number, lady... what if you have more people joining your party? "My name is ***, and I will be your server today" - how is that no acceptable? Why the need to be petty about that as well? Very disappointing speech, I do wish everyone to not get this speaker as a client. Petty, entitled, spoiled
Wow you watched the entire thing and took nothing from it? Ironic how you call her entitled when you reek of pretentiousnessq
I am entitled - I've never had a "worst kind of client".
I literally have been through all she talked about through the talk , you're so weird for assuming that she's spoiled for teaching lifeless servers some sense of hospitality to make people happy and satisfied .
Dolce..y dont u work in restaurants fr a month..lets see how ur speech changes dear lady.
I have, for 17 years. My speeches only got less cynical and more introspective.
I will say, working in a high volume restaurant, it is extremely difficult to not fall into routine with your verbiage. Even more so if luxury language is enforced. I am always looking for new ways to elevate my service and make it more personal rather than just becoming a record player.
@@derekschultz6160 awesome! Thanks.
Now, i am so scared of these negative thoughts peopl. No one cares, what we do and how much we are in debt, just to usher your comfort and luxury. All that you care is YOU. Sad 😢
There should be many kind of services with the mankind, the society and with the public channels. They should take care of many kind of things, so that everything would run flawlessly and correctly. This is done by and with the basic things and doing them correctly and not with the advanced or the most advanced things that are out there, which are falsely believed in everywhere. It is a false misdirection to guide the service to the advanced directions in the society or in the public channels that are out there. They should care mostly and above all about the basic things and things of the commons sense, and nothing else can come before this and before all these are done correctly. Mankind and everything such should pass this basic examination before anything else can be taken in to consideration with the common things. It is fake and imposting to look like the advanced things would be taken care of with the mankind, at the same time when the basics are lacking in overwhelming ways, concerning the majorities of them. For some reason, there is this show in everywhere that the service would be taken care of in all places, that this would be the topic that would be above all at the center of everything, while at the same time it in the reality all being a complete hoax and a swindle, or even a bluff or a double-dealing, in a purpose of deceiting everyone, in believing all such cheats and the fiddles that there are, among other such humbugs that are available.
Go Back to Basic... Remember what was Service when it was not Service and not what is crowned as Service these days. When Service was about connecting people and building relationships between strangers.
Exactly.
I just hope Kiana gets paid as she deserves and not minimum wage.
This chick is annoying center of the universe. Who does she think she is? I feel bad for those around this princess.
She still didn’t tell how to make people feel good.
I dont know where you dined but it sounds like a mediocre place, another point would be that you really spent a lot of time trying to focus on a lot of details in negative way, about almost everything & just because the server introduces her/himself doesnt mean you should be so mean when saying Oh so that's why you are standing by my table! That's a lot of time spent thinking what negative things to say, you grew up in Georgia, explains a lot, wellcome to America 🇺🇸🇺🇸🇺🇸🇺🇸🇺🇸
What is wrong with people nowadays? these people do exactly what they are ordered to do.. if you have a problem with that just stay home and make be your own chef
Thats one way to dodge responsibility.
I would hate to have a customer like you. That's why I would never work in the restaurant. Give people a break. Eat at home.
I like the idea, but she got a bit too obsessed with the concept of hospitality and lost herself in details.
Oh also, I don't want to be rude or anything, but one has to know at least where their home country is geographically located before giving a presentation. Since, Georgia is in Caucasus in other words in Western Asia, not in Eastern Europe :(
Actually it is a transcontinental country on the border between Asia and Europe.
is it just me who can see the baby faces on her knee?
I wanna be kiana
You can be Alba, such Alba that everyone wants to be you :-)
Jo
Did you ever carry on a tray? Maybe is missing some exemples to make your speech stronger... maybe a couple of shifts in restaurant would be fun to see you
am I the only one that got annoyed by her?
I guess not 🤣
Absolute waste of time!!! The first half was like reading mean Yelp reviews. When you have an idea and you don't back it up with your experience of applying that idea and the outcomes that resulted from that, you are just selling smoke.
If you are so confident in what you say is right, why not open a restaurant? Show us how it's done!
If a server would ask me my name before taking my name, I would feel uncomfortable. Her idea of hospitality is waaay of the mark when it comes to the western culture.
Service?
Hospitality?
Mhh
good looking chick hence good vid
Too thick
Chinese restaurant: What you want?
I want to see her manage 6 tables of 4 or 6 with allergies and special services while in the middle of lunch rush in a busy location. I love her information and knowledge but this is highly impractical and will get you either yelled at or fired.
I have, and being hospitable is precisely what helped me manage those high pressure situations. Thanks.
I'll call this big BS.
Fisrt she doesn't provide any statistics, she point to the"problem" without offering solutions or even thought about solution (complaints only), and she sooo not professional but personal. And then she made Georgia like the universe start from there ... I'm from easter European country, in the business for 10 + years and I'm on Hospitality management college in London. There are nice things she said but mixed in to a very bad delivered presentation. Did not analyse, did not compare... I expected more useful information and less personal.
confirming from Georgia, total BS...
How do you understand the "problem" presented in this talk? What statistics would have you wanted? I personally find this talk really inspiring. I also think that stating that service by default is not enough in today's business environment is not complaining, it's a useful alert to hospitality entrepreneurs to keep them from making huge mistakes. Another point I find really useful is in the very end of the talk: hiring hospitable people because skills can be taught. There are several occasions when I have experienced genuine hospitality and excused mistakes in service.
One of my best hospitality experiences comes from Restaurant Juuri in Helsinki. I was made to feel immediately welcome and at ease and despite the pressure of service, my server was happy to answer and even seek answers to my questions regarding the dishes. I also remember a parsley leaf in the amuse-bouche looking really tired on that Sunday, the main course's sauce being just a tiny bit too salty and the dessert remaining flat with each component containing strawberry. There might have even been a tiny splash of some beverage on the table. None of these observations ruined my experience.
Another amazing experience was from a Portuguese restaurant in Brussels. At first sight the place looked miserable and about to fall apart but at the same time very honest. I stepped in and experienced outstanding hospitality and even now it makes me so happy to even think about that time I ate that simple, cheap and easily forgettable dish.
There are obvious differences in the level of service in these two examples but the way people treated me is what made my experience so amazing in both cases and is the reason why I keep recommending both of them whenever I have the chance.
I am also a Hospitality Management student and would recommend you to read chapter 15 from Christian Grönroos' book Service Management and Marketing. The chapter is about managing service culture and how your behaviour as a manager makes a difference.
Jouni Koskinen thank you for sharing your thoughts. I’m glad the talk resonates with you!
@Jouni Koskinen Is this back-patting? :) looks like to me.
Ok back to your comment,
1st You said you don't understand where is the "problem" by proceeding and said that service by default is not enough. :) see the contradictory thing there?
THAT IS THE PROBLEM in this case, and if you don't have any elaborated or even suggestion for a potential solution that it's a COMPLAIN.
Then you said what statistic do I want, well if you bring some problem/issue in manners like this then how are you backing up that if not with statistics, research findings etc. ? I really want to know how you do that?
2nd You bring YOUR experience on two occasions as evidence for a difference in hospitality between regions (or at least between restaurants)
Here, there are many flaws but the main is (same as written above) plus its subjective and
YES, there is a difference but if you had bliss of service doesn't mean I'll have it as well.
You see we are very different, with different expectation, different background, different culture, etc. etc.
Now that is WHY (and not only reason-s) this "problem" is more complex and even if you start with thinking of tackling you'll find very fast that there are lots of variables and its not that simple as a click-bait title without providing support for your claim (where is the difference and how they are not same)
Quite opposite I think I can make an even better argument that SERVICE and HOSPITALITY are the SAME and go hand in hand together.
3rd As I said, she had very good points and I think I understood on the way intended
(that is why I pointed where I'm from because that is characteristics for Slavic / Easter people not only Georgians and I mind that)
I end my comment with so easy to follow ... expected more, got disappointed, tried to criticize, that is all.
4th Thanks for the book suggestion and I hope I'll be able to read :)
5th All credits to Anna tho, my comment was not bad intentional just react and express that on the probably not healthiest ways :)
We need more topics and discussions like this.
Btw today was second-time this video was presented in our class as an example but from another point of view
and I don't know hard is to do what she did here but I assume it's not easy.
Cheers!