Whether in hospitality or any other service-related business (retail, healthcare, hairdresser, construction, etc.) where crew members are interacting with guests, from a Human Resources standpoint, it’s imperative that leadership first identify individuals who possess the spirit of hospitality.
As leaders, it’s important that we set the culture at the company so that everything we do resembles putting others before ourselves. This flows from genuinely caring about those we come in contact with (both internal guests and external), and it must be at the core of what we do. There will always be issues at work, just as there are always issues in life. How we handle these issues will vary greatly based on whether or not serving others first—even our most challenging associates—is at the core of who we are and what we do. For job commitment with a purpose, we must teach character, not success, focusing on building character, not characteristics.