Hospitality Is Underrated Business Discipline

Hospitality is the most underrated business discipline, according to the author, who draws on a personal experience from over 20 years ago as an investment banker in Paris. Despite grueling work hours and stress, the author remembers the consistent warmth, ease, and personalized attention received at a hotel, where staff greeted her by name and anticipated her needs. This feeling of being taken care of and known, even during an unhappy period, left a lasting impression, symbolized by a hotel candle and room spray she still possesses.

In an era where business conversations heavily focus on AI, automation, productivity, and efficiency, the author posits that insufficient attention is given to a more critical question: how to make people feel. Hospitality is often narrowly defined as belonging only to the hospitality industry, such as hotels and restaurants. However, the author defines it more broadly as the discipline of making another human being feel understood, cared for, and valued. Organizations that excel in this area cultivate trust, which is exceptionally difficult to replicate.

The author's career has been dedicated to understanding how organizations can foster this sense of hospitality. She believes that by prioritizing how people feel, businesses can create deeper connections and build stronger relationships with customers, employees, and stakeholders. This approach goes beyond transactional interactions and aims to create an environment where individuals feel genuinely appreciated and respected. The lasting impact of the hotel experience underscores the power of such human-centric practices in a demanding professional landscape.