Hospitality is Often What You Don’t See

I have been spending a lot of time reflecting on the difference between service and hospitality. At The Elliot, we pride ourselves on delivering great service, but when it comes to hospitality? We’re obsessed. We talk about it constantly, brainstorm new ways to show it and challenge ourselves to go further.

To me, service is vital. It’s meeting expectations and fulfilling our side of the contract. Hospitality, on the other hand, is about exceeding expectations.

I imagine a piece of the paper divided down the middle. On one side, examples of service we deliver weekly. A timely greeting. A prompt response to an email. Executing an event plan as requested. A perfect cocktail served to order. Sticking to the timeline. Packing up event materials neatly and efficiently. Keeping the venue clean and the temperature just right. It’s the essential work we do to be efficient, accurate and timely.

On the other side of the paper is where hospitality lives. Dare I say, sparkles.

Hospitality is harder to define because it’s often what you feel, and not what you see. It’s an authentic connection and genuine care. It’s the time you don’t see us discussing your plans behind the scenes. It’s not just the warm greeting, but also the thoughtful check-in with a nervous client. Taking extra care to wrap a delicate heirloom with layers of bubble wrap - because we know what it means to you. Not just executing your plan, but offering ideas to make it come to life. Making calls to vendor friends when you asked for a recommendation to make sure it’s the perfect fit. Remembering your name, and your cocktail order, when you return. Making sure the space isn’t just clean, but it’s inclusive, welcoming and full of heart. 

Make it stand out

Hospitality can also be the gritty work behind the scenes – it’s lifting boxes and moving tables, (because just a few feet over this way will make the uplights shine), rushing up and down stairs to make sure that person that did not RSVP has a seat at the table and not felt inconvenienced, It’s also shoveling snow and crushing midges, adding a little sprite to the flowers to make sure they don’t wilt, and tracking down a back-up cake when your icing melted en route to the venue (true story!).

I see hospitality in every corner of what our team does at The Elliot. Because while service is what is visible, hospitality is what is felt. It’s the authentic intention behind every action. The quiet, consistent desire to ensure every guest, client, and vendor - everyone who walks through the doors - feels seen, cared for and genuinely welcome.