As a hospitality leader and professional, I have often been asked as to why I chose the hospitality industry as a career and my honest answer has always been, I didn’t choose the industry, the industry chose me! I don’t think there was ever a choice or a doubt in my mind and I naturally gravitated towards what was to be my destiny. Now, with the wisdom of age and experience behind me, I have often pondered on the higher purpose behind what we do. And the more I think about it the more I am convinced that what makes our industry truly unique is that it exists to create memorable experiences for others – our guests. This involves constantly seeking ways to exceed guest expectations and deliver exceptional customer service. It’s an industry that thrives on people, experiences, and connections.
A people centric industry, at the heart of it lies the simple joy of making people happy. Whether you are a front-line staff member or a manager or a leader, your job revolves around creating memorable experiences for guests. Be it a wedding, a special celebration or simply a family getaway. It is about making that moment truly special. Our brand credo, “Atithi Devo Bhava”- Guest is God, pretty much sums this up. The ability to brighten someone’s day, help them celebrate a special occasion, or ease their travel woes, is both fulfilling and heartwarming. And placing the guest at the centre of everything we do, is perhaps the best way to stay true to our purpose…our raison d’etre or reason to be.
And while we focus on operational excellence to ensure every guest stay is memorable, amidst the hustle and bustle of daily operations, there lies an opportunity to discover and embrace a higher purpose that transcends the bottom line and can drive meaningful change and sustainable success. In recent years, purpose has emerged as a prominent attribute, that both, consumers seek and brands, are trying to deliver. Guests desire meaningful experiences that give them a sense of purpose often through a contribution to society, and the same society is looking at business to demonstrate purpose beyond profit-making. Through the concept of ethically meaningful customer experiences, the hospitality industry is well placed to transform from its current role as a provider of corporate social responsibility initiatives into a source of holistic societal value.
The question we need to ask ourselves, is how do we enhance the power in others? How do we enhance the power in ourselves? And how do we enhance the value for our stakeholders?
Leaders who are committed to creating value beyond profits can inspire their teams to adopt a broader perspective and embrace a culture of purpose- driven innovation. This in turn can lead to improved associate engagement, higher levels of customer satisfaction, and ultimately sustainable business growth.
By embracing purpose-driven leadership, creating shared value, and embracing change, hospitality professionals can redefine the industry’s role and make a positive impact that extends far beyond the confines of their businesses. That to me is really our higher purpose, when our circle of influence goes beyond our guests and our associates to include the society at large and we are truly able to create lasting impact on the lives of the people, places and communities we touch.
