How we build strong hospitality in practice
Strong hospitality does not happen by chance – it is built consciously through culture, processes, and leadership. Successful organisations work with hospitality as a strategic whole, where all parts of the business contribute. Here we describe some key factors.
Common direction and values
Hospitality needs to be part of the organisation’s identity. When hospitality is present in the core values and leadership, it becomes natural in every encounter – internally and externally. For example, several Swedish municipalities and regions have integrated a welcoming approach as a core value in their service policy, which has resulted in higher scores in citizen surveys.
Skills and training
Hospitality is a skill that can be trained. Education in service, communication, and empathy can increase both guest satisfaction and revenue per visitor.
Digital and personal
Modern hospitality combines digital simplicity with human contact. According to the Swedish Quality Index, the best results are achieved when balancing self-service with personal assistance.
Throughout the customer journey
A good reception at the front desk or in customer service is not enough. Hospitality must be present at all touchpoints – from web and booking to meetings and follow-up. The overall experience builds trust.
Leadership and responsibility
Hospitality is everyone’s responsibility. Empathetic and responsive leadership internally is reflected in how customers and visitors experience the organisation. According to Great Place to Work Sweden 2024, this also leads to higher customer satisfaction and better financial results.