I know how you feel.

When you read a job description for any job in a hotel regardless of the department, level, or position, there are usually quite a few similarities, but there is always one common characteristic that every one of those job descriptions have. 

Empathy.

We have all heard and used this word before and we all have a basic understanding of how important it is within the hospitality industry.

In case you’re either unsure or don’t really know what empathy is, here is what it means.

Empathy is the capacity to understand or feel what another person is experiencing from within their frame of reference, that is, the capacity to place oneself in another's position.

A key component of real empathy is having a shared experience that you can genuinely relate to, which will give you a greater understanding of someone’s experience, perspective, and their reaction.

Empathy is something that we all look for in the people we hire. Being able to relate to your guests and to put yourself in their position, is one of the building blocks to establishing a connection with your guests.

But sometimes there are some things we just cannot relate to. I have never lost a piece of luggage while travelling. I have never been bumped from a flight or walked at a hotel. I can imagine how I would feel, but my reaction might be different from yours.

Empathy, by itself, is not something you can train because it is not a skill, it is a personality trait, and at its most basic level it is the most human trait of all. While we can train our team members on how to react to a guest when they experience a problem, genuine and sincere empathy, the connective tissue in the customer service relationship, comes from a shared experience and that shared experience enables us to relate to one another. 

That’s why it is so desired in the hospitality industry and why it needs to be a part of your Customer Service philosophy.

Not that anyone needs a reminder, but for the past 15 months we have all been living through a shared experience, and we can all relate to one another on some level. If you haven’t lost your job, you know someone who has, and you appreciate and understand the anxiety and the worry that comes with that. Maybe you have been recalled to work and while you are excited to see your team again, you may still have some hesitation or apprehension about being back at work. If you did not get sick, you may know someone who has, and you know the fear and unease that came with it.

So, as we get ready to get back to normal and prepare ourselves to welcome back our guests, or to travel again and visit a hotel, let’s not forget that shared experience. We cannot turn that negative experience into a positive one, but we can build towards something positive. We can work towards rebuilding and re-establishing those connections we had with our guests.

So when someone says to you "It is so good to be staying at a hotel again", or "I still feel a little nervous about travelling" or "It feels so good to be around people again", you can say "I know how you feel", and actually mean it.

?Todd M. Noftall, CHA

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