CHP Hospitality session 3 Hostmanship the ART of making people feel welcome July 2025

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Welcome

Hospitality / Hostmanship content 2025-2026

• 1. Introduction to the International Hospitality Industry

• 2. International Hospitality aspects, moments of truth, wow moments, Trends

• 3. Hostmanship; the ART of making people feel welcome

• 4. Business Etiquette, professional behaviour in Hospitality

• 5. Assessment session MANDATORY! Hostmanship BINGO and Assessment hospitality

• 3 dimensions of Hostmanship

  • 7 choices of hostmanship

  • Habits (J. Clear)

  • Hostmanship method

  • Guestmanship

  • Cliffhanger session 4

Session 3: Hostmanship; the ART of making people feel welcome

Hostmanship mindset is a habit!

Home hobby; share your wow moment; app?

Treat the other like you would like to be treated

Treat the other like the other would like to be treated

The optimal conditions for hostmanship:

3 Hostmanship dimensions:

company

Society

Focus area Hostmanship in CHP

Welcome yourself:

• Resilience

• Making goals for myself

• Work-life balance

• No more snooze (when you snooze, you loose)

• Being on time

• Practice what I preach

• Going to the gym

• Less ‘Thuis bezorgd’ food delivery, more home cooking

• Less alcohol

• Less procrastination

• Better planning and stick to the planning

Write down your top 5; how to welcome yourself:

Welcome your guests

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The 7 choices of Hostmanship:

1. Show a service attitude

2. Take Responsibility

3. Be aware of the bigger picture

4. Compassion/caring

5. Knowledge / be curious

6. Enter into dialogue

7. Work fulfillment/joy

1. Show a service attitude

• Empathy

• Helpful

• Mutual respect

• System 1 thinking/system 2 thinking (unconsciously)

• See the opportunity, choose, action and see the effect

• Nature/nurture?

Supermarket and oranges? What is your choice?

2. Take responsibility

• See the work

• Proactive hospitality

• Feel empowered/dare to do whatever you feel is necessary in this situation

3. Be aware of the bigger picture

• Practice what you preach!

• Receiving and giving constructive feedback/complaints

• You are part of a whole

• You are your business card

(Also, in the Doelensteeg, wearing your student association sweater)

4. Compassion / consideration

• Careful thinking without judging

• Seeing the other

• Put yourself in the others’ shoes

• Empathy with action

• Sympathy – empathy - compassion

5. Searching Knowledge / be curious

• With knowledge, you feel more at ease and have more authority

• You can (up)sell more!

• Knowledge of products

• Knowledge about your guests

• How? Make a connection!

6. Going into a dialogue

• Eye contact

• Listen to understand (deep listening)

• Genuine attention and not pretending

• Authenticity

• A sincere smile & connection! No hospitality smile!

7. Joy/fulfilment:

1. Fulfilment

2. Activity gives more happiness

then Netflix (inactive)

1. Make a sincere connection (not only wifi)

2. Work-life balance

3. Resilience

4. Life up to your values?

Happiness or Joy:

• Science shows that differences in happiness in rich, stable countries are:

• 40 % determined by genetic differences, 

• 10 % by circumstances (think income) and 

• 50 % by own choices people make.

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Advantage of having joy:

Happy people are:

-   More Healthy, Productive, and Creative

• Taking more responsibility

• Having happy relationships

• Can deal with troubles and challenges in life

Presentation title

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Scripted / concept versus genuine connection
Scene from Love Actually

Activation:

• Stand up

• Stand opposite of 1 other human being

• Look into the other’s eyes

• Give each other a genuine, intended compliment

• After the exercise:

• How did it feel to give?

• How did it feel to receive?

https://youtu.be/63X4AJO-KDM

Guestmanship versus Hostmanship

Guestmanship

Reciprocity:

• We are ladies and gentlemen, serving ladies and gentlemen.

Quote Ritz Carlton

What stops us from Hostmanship?

Action create a wow moment or little act of kindness using the hostmanship method:

Create a habit or break a habit ( QR code e-book J.Clear) (bingocard)

4 steps of creating or breaking a habit:
(Source: James Clear, Atomic Habits, page 45)

Next session’s topic:

• 1. Introduction to the International Hospitality Industry

• 2. International Hospitality aspects, F&B Concepts, Trends & Innovation

• 3. Hostmanship; the ART of making people feel welcome

• 4. Business Etiquette, professional behaviour in Hospitality

• 5. Assessment session MANDATORY! Hostmanship BINGO and Assessment hospitality