YEARS in the hospitality industry had ingrained a powerful instinct in my friend, a veteran hotel manager.
While attending an event abroad, he was quietly ironing his shirt in a hotel’s common area when a hurried guest approached him, mistaking him for a staff member.
Without a moment’s hesitation, his “hospitality instinct” took over.
He put down his iron, smiled warmly and seamlessly handled the guest’s request, guiding him with practised ease.
A few moments later, a hotel employee arrived and stood bewildered, watching my friend perform his duties.
The ever-humble manager simply offered a small shrug and a smile before returning to his task – the act of service now just a part of who he is.
Why am I sharing this story with you, dear reader?
Because once you are in the hospitality industry, especially as a frontliner, the whole idea of being hospitable to others slowly becomes part of you.
One day, it is inseparable. Hoteliers don’t just “do hospitality” when they are on duty; they live it, breathe it and carry it with them, whether in their professional or personal lives.
In short, a career in the hospitality industry naturally cultivates a genuine, ingrained sense of being hospitable, which is a reflex that eventually becomes second nature.
The Foundations of Service
The first reason for this phenomenon lies in the foundations of service itself. Guests and patrons often arrive with unexpected issues, from a missing reservation to a last-minute dietary request.
Their first point of contact is usually a staff member, who must not only address the situation but also do so in a way that calms and reassures the guest.
Very often, hospitality staff must go above and beyond their job descriptions to solve problems, turning a potentially negative experience into a positive one.
Equally important is the emphasis on small details: the precision of setting a table, the meticulousness of preparing a room, the attentiveness to timing when delivering service.
Over time, this attention to detail doesn’t stay confined to the workplace as it becomes ingrained in how hospitality professionals carry themselves everywhere.
They begin to notice the little things: a friend who looks tired, a colleague who seems uneasy, or even a stranger in need of directions.
Hospitality professionals are also trained to anticipate needs before they are voiced.
Much like a seasoned waiter refilling a glass before it empties, hoteliers develop the habit of quietly scanning their environment, reading cues and acting preemptively.
This instinct to anticipate doesn’t switch off at the end of a shift – it becomes a way of living.
The Development of Communication and Emotional Intelligence
The second reason lies in the constant development of communication and emotional intelligence.
Few industries expose workers to such a wide variety of personalities, emotions and cultural backgrounds daily.
Dealing with a distressed guest when a flight is cancelled or responding to a family whose luggage has been misplaced requires clear, calm and empathetic communication.
Over time, this repeated practice builds a remarkable resilience. Hospitality professionals learn patience, tact and the ability to see situations from another’s perspective.
They also become experts in non-verbal communication, for instance, reading a guest’s body language, tone or even a subtle change in expression.
This ability to “read the room” often spills over into their personal interactions, making them better listeners, more understanding friends and more supportive family members.
In short, the hospitality industry doesn’t just train people to manage services; it trains them to manage emotions, both their own and those of others.
And this emotional intelligence, once developed, rarely fades away.
The Joy of Giving and Positive Reinforcement
The final reason for this instinct has less to do with training and more to do with the human heart.
In psychology, there’s a concept known as Positive Reinforcement: when people are rewarded for a behaviour, they are likely to repeat it.
For hospitality workers, the “reward” often comes in the form of a guest’s smile, gratitude or simple words of thanks.
These small but powerful moments create a cycle of fulfilment.
Unlike some professions where satisfaction comes from completing a task, in hospitality, it often comes from knowing you’ve made someone’s day a little better.
Over time, this sense of fulfilment becomes addictive in the best possible way. A front office staff member doesn’t just check in a guest; they welcome them after a long journey.
A housekeeper doesn’t just make a bed; they create a sanctuary for rest. These daily acts of service reinforce the joy of giving, encouraging professionals to continue offering kindness wherever they go.
This intrinsic motivator explains why so many hoteliers stay committed to the industry despite its challenges.
Yes, the hours can be long and the work demanding but the emotional reward, which is the human connection, is deeply sustaining.
Hospitality Beyond the Job
So, ladies and gentlemen, the next time you interact with hoteliers, pay close attention to how they treat you.
What you observe is more than professionalism.
It’s the amalgamation of three forces: the foundations of service, the continuous development of emotional intelligence and the intrinsic joy of giving.
And here’s the most fascinating part: the skills honed on the job rarely stay within the workplace.
They become personal virtues. A hotel manager becomes the kind of neighbour who checks in on the elderly lady down the street.
A waiter becomes the friend who instinctively offers support in moments of stress.
A concierge becomes the relative everyone turns to when organising family gatherings.
In essence, hospitality instinct blurs the line between career and character.
For those who live it, hospitality is not a role to perform; it is a way of being.
It’s a quiet readiness to serve, a reflex to ease another’s burden and an unwavering belief that kindness is never wasted.
So, the next time a hotel staff member asks you, “Hi, how can I help you?”, pause for a moment.
Behind that phrase lies not just a scripted greeting but an instinct born and reinforced through years of service, empathy and the joy of making another person’s day a little brighter.
The views expressed here are those of the writer and do not necessarily represent the views of Sarawak Tribune.
