What true hospitality service mindset looks like

The best hospitality experiences go beyond a checklist. They create lasting impressions through authenticity and service excellence. If you think back to your last great holiday, it was most likely the personal interactions that left a mark.

Our research team, Dr Anita Manfreda, Antoine Bisson, Dr Cindy Lee, Dr Madalyn Scerri, and Dr Rajka Presbury, tackled this concept in a 2024 study, “Conceptualising the “Hospitable Service Mindset” for the future hospitality workforce”.

Their findings confirm what many travellers already know, exceptional hospitality isn’t just about efficiency, it’s about making people feel valued.

What is a hospitality service mindset?

A hospitality service mindset is the ability to anticipate and meet customer needs with authenticity, emotional intelligence, and a commitment to excellence. In the hospitality industry, this mindset is essential for creating outstanding guest experiences.

Key characteristics include:

• Empathy and emotional intelligence: Understanding guests' emotions and responding with care and attentiveness.
• Authenticity and personalisation: Creating unique, tailored experiences rather than a one-size-fits-all approach.
• Adaptability and cultural awareness: Managing diverse guest expectations with sensitivity and flexibility.
• Passion for service excellence: Striving for continuous improvement and setting high service standards.

The hospitality service mindset refers to the integration of true hospitality. It is not just about doing the job efficiently but about creating meaningful and emotionally engaging experiences for guests. This approach transforms routine customer interactions into memorable moments, strengthening brand loyalty and enhancing guest satisfaction.

Examples of hospitality service mindset

A strong hospitality service mindset is about anticipating guests’ needs and ensuring they feel welcomed and understood.

For instance, a guest celebrating a special occasion might find a handwritten note and a complimentary dessert in their room, making their stay even more meaningful. Another example is a concierge who takes the time to recommend personalised dining experiences based on a guest’s preferences, rather than simply handing over a list of restaurants.

The research highlights that guests remember these moments because they evoke emotions and build connections. The study also found that businesses that embrace a true service mindset benefit from increased customer loyalty and positive word-of-mouth recommendations. That’s why we encourage a service mindset in all our hands-on training at Blue Mountains International Hotel Management School (BMIHMS).

How to develop a hospitality service mindset

A great hospitality service mindset isn’t something you’re simply born with - it’s a skill that can be developed with the right training and experience. Think of the best hospitality professionals you’ve encountered. They weren’t just following a script; they were reading the moment, anticipating needs, and making guests feel genuinely welcome.

The research highlights five key intelligences that hospitality professionals need to cultivate:

• Hospitality intelligence: A natural curiosity, passion for service, and the ability to think on your feet when solving guest concerns.
• Emotional intelligence: The ability to read emotions, manage your own reactions, and create meaningful connections with guests.
• Kinaesthetic intelligence: Mastering body language, responsiveness, and professional presentation to enhance guest interactions.
• Linguistic intelligence : Strong verbal and written communication skills, including the art of storytelling and small talk.
• Cultural intelligence: An awareness of diverse backgrounds and traditions, allowing for personalised and respectful service.

At BMIHMS, we believe in fostering this mindset in future hospitality leaders. We help students live them through hands-on experience. Here’s how future hospitality leaders can develop a strong service mindset: