Cultivating a Hospitality Mindset for Exceptional Service
by Iana Galai ● November 14, 2023
In the world of hospitality, how we think can shape how we serve guests. In a study by Carol Dweck in 1996, kids who thought they were smart struggled more with puzzles than those who believed in working hard. This idea holds true in hospitality too.
Just like kids who believed in hard work did better, in hospitality, having a hospitality mindset that values effort over innate talent can make a big difference. If we believe that success comes from working hard, we can face challenges with determination and provide top-notch service to guests.
These two mindsets came to be known as fixed and growth. When we talk about mindset being fixed, we mean rigid ideas about learning and abilities. People with this type of mindset believe in natural talents or the lack of them. On the other hand, people with a growth mindset seem to focus on effort as the predictor of success. Life coaches and popular psychologists have long embraced this concept. They propose reframing self-talk as one useful strategy to focus on growth and developing skills.
In hospitality, it’s crucial to ditch self-limiting beliefs. Instead, embracing a hospitality mindset that values perseverance and dedication can help us navigate tricky situations and ensure guests have a fantastic experience. By focusing on putting in the effort rather than relying solely on natural abilities, hospitality professionals can excel in their roles and create memorable moments for every guest they encounter.
Building hospitality mindset in teams isn’t always easy, but the effort is worthwhile. It can propel the team forward, unlocking new possibilities and enhancing the guest experience, all while finding fulfillment in the collaborative process.
References:
- Dweck, C. (2017). Mindset: Changing the Way You Think to Fulfill Your Potential. London: Robinson.
- Mueller, C.M., & Dweck, C.S. (1998). Praise for intelligence can undermine children’s motivation and performance. Journal of personality and social psychology, 75 1, 33-52 .