To better understand hospitality, look no further than the word itself. The term "hospitality" comes from the Latin word "hospes," which means "host." This is the basis on which the term is founded. Hospitality is essentially the relationship between a host and a guest. While this can occur in a variety of scenarios, it's often used by businesses to provide customers and clients with better services.
Dictionary.com defines the term "hospitality" as being the "reception and treatment of guests or strangers." From a business's perspective, a business is viewed as the host, whereas its customers or clients are the guests. Hospitality involves treating and caring for customers and clients so that they'll continue using the business's services. If a business fails to treat its customers or clients with respect, it may struggle to generate sales. While all businesses can benefit from hospitality, it's particularly important for certain types of businesses.

A restaurant is an example of a hospitality business. Restaurants generally rely on a high level of customer satisfaction to stay afloat. If patrons are displeased with a restaurant's service, they may stop dining there and, instead, choose a different restaurant. Hospitality training can benefit restaurants by giving employees the soft skills needed to provide patrons with quality service that encourages them to come back.

Another example of a hospitality business is a hotel. Recently, it was revealed that the number of hotel rooms in the United States had topped 5 million. Each hotel is a hospitality business because they rely on creating a positive relationship between the host (the hotel) and the guest (the customer). Hotel owners must train employees to create a welcoming environment for their customers while ensuring that all of their customer's needs are met in the process.

Of course, there are dozens of other hospitality businesses, some of which include amusement parks, zoos, event planning, catering, cruise lines, bartending and transportation. Any business that relies on creating and maintaining positive relationships with its customers or clients is essentially part of the hospitality industry.


What it means to be ‘hospitable’ is fairly universal and cross-cultural: being friendly, warm, welcoming, and helpful to others, especially strangers. That last bit is why hospitality remains important after all these years: it comes down to basic human interactions of being genuine, generous and sincere. When practiced every day, hospitality leads to a deeper sense of connection and belonging with the people around us .

One of the most challenging elements of hospitality is that it is simultaneously personal and universal. There are certain non-negotiables: warmth, humility, the ability to listen and solve problems. And then there’s the spectrum of interpretations for each operation: casual vs formal, familiar vs distanced, laid-back vs luxury, convenience vs cost. As we’ll see, it’s this blend of generalized expectations and personal preferences that define the industry today. 



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