How to Host A Guest

A guest walks into your building. How do you approach them or do you? What do you say or not say? Do you anticipate their needs or wait to see what they might need? 

A team member can make key choices to best position himself/herself to host a guest, but their approach is determined by what they prioritize: the guest or themselves.

In front - Impulsive

This approach is typically seen when a team member is:

  1. Over zealous
  2. Not paying attention to what the guest is paying attention to
  3. More interested in being heard by the guest than listening to the guest

Alongside - Empathetic

This approach is typically seen when a team member is:

  1. Actively listening
  2. Intuitive
  3. Prioritizing the needs and feelings of the guest

Behind - Reactive

This approach is typically seen when a team member is:

  1. Not anticipating needs
  2. Poorly trained
  3. Simply there to execute a function devoid of feeling
Hospitality is in us. It’s what makes us different.
— Megan Keyes