1. Hospitality
More Than a Brochure, More Than a Map
What is your definition of Hospitality? Here are three definitions pulled from the internet:
1. Cordial and generous reception of or disposition toward guests.
2. The friendly reception and treatment of guests or strangers.
3. The quality or disposition of receiving and treating guests and strangers in a warm,
friendly, generous way.
Are you providing Hospitality in your daily interactions with Businesses, Commuters, Visitors and
Residents? As you can see from the definitions above, NONE of them focus on an end result,
they focus on the ACTIONS and DEMEANOR of the person. In this case, that person would be
YOU.
You have heard the old saying, “It isn’t the Quantity, it’s the Quality”. That can be said for so
many things and Hospitality is definitely one of them. Hospitality, when applied sincerely will
leave a memorable stamp within the person that receives the Hospitality. What makes YOU
memorable? When you use a brochure or a map as a Hospitality tool, do you realize the value
that that piece of paper could have? Will that visitor or resident associate YOU and the
interaction that you had with that brochure or map?
Do You:
Use your name?
Do you actually illustrate on the map or brochure?
When applicable, do you ask their name?
Do you sign your name on the brochure so they will now have a ‘friend’ in Your Downtown?
Important Note: A brochure or map could actually become a souvenir for a visitor or guest!
Make brochures and maps more than just a piece of paper with information on them, make them
a remembrance of the experience they had with you. If you provide the type of Hospitality that
was discussed in, “Hospitality: More Than Answering a Question or Giving a Direction”, that
experience with you will be positive and memorable. Your Hospitality may be a valuable memory
that the person you encounter will remember for years to come!
Imagine the situation illustrated below:
Example
Ambassador: Welcome to My Downtown! Is there anything I can help you with today?
Visitor/Resident: Thank You, Yes, I am looking for a certain Italian restaurant and I can’t seem to
remember the name of it.
Ambassador: Well as luck would have it, I have a dining guide here that lists all of the Italian
restaurants, and many others, in the area. My name is Debbie and I hope you
recognize one the places.
Visitor/Resident: That will be very helpful.
Ambassador: Have you visited My Downtown before?
Visitor/Resident: No I haven’t, it looks very nice.

2. Ambassador: (with unfolded brochure) Do you recognize any of these names?
Visitor/Resident: Yes I Do! It is Belli! How do I get there?
Ambassador: Great! (circle the listing, give good directions as per the training, “Giving Good
Directions”) I haven’t had a chance to eat there yet, I would love to hear what you
think if I see you after your meal. Would you like to take this brochure and this map? I
also have a brochure that tells you a lot about My Downtown, would you like it also?
Visitor/Resident: Yes I would like the map and the brochure. I will let you know how it was if I see you.
Ambassador: Again, my name is Debbie, (as she signs the brochure and/or map) I hope you have
a great meal at Belli and I hope you get a chance to experience My Downtown. Feel
free to ask any of the ambassadors if you need any further help!
Visitor/Resident: Thank You Debbie, you have been very helpful.
Ambassador: You are very welcome! Is there anything else I can help you with today?
Visitor/Resident: No, you have already done enough.
Ambassador: Great, you have a wonderful day!
Important Note: Whenever possible finish with, “Is there anything else I can help you with
today?” It is just another way to show you care.
Think of Hospitality as a ‘virtual business card’, then when you support that ‘virtual business
card’ with a souvenir like a brochure or map, your Hospitality message will shine through even
brighter.
Question: How many ways can you think of to leave that virtual business card in the mind of a
resident, business owner or guest?
Question: Do you think you add value to the maps and brochures that you hand out?
Adding value to maps and brochures, or any type of media that you use to do your job is easy,
“YOU have to add value to YOUR maps and brochures!” They are essential tools that enhance
the job that you do. But just like a tool that you would let your neighbor borrow, “You Don’t Want
Them To Forget Where It Came From!”
Important Note: Whenever possible, don’t let a map or brochure do ALL the talking. Only let
them enhance the experience that the resident/visitor/business owner has had with you!
There is a very famous quote in the Hospitality world that is very fitting to what we do…
“People won’t remember what you did or said,
but they will remember how you made them feel.”

3. Do you use your brochures and maps to engage the business community?
As ambassadors it is important to remember that you work for a Business IMPROVEMENT
District. The district exists because of many hard working people that may have invested their
life savings and each day is critical to them. Your Hospitality should extend to them as well. This
is where you TAKE your Hospitality TO someone. Use your brochures and maps as
conversation pieces.
Does the business know they are listed in your brochure?
Does the business have a supply of your brochures?
Does the business know what page of your brochure they are listed?
Is there a picture of the business or one of its products used in your brochure?
As long as you are respectful of their time, most business owners and managers are very
receptive to ambassador engagement and feedback. They know the important role you can play
as marketers of their establishment. By bringing your Hospitality to the business and reinforcing
it with a brochure or map, you will help strengthen the confidence they have in being a member
of the district. Be sure to share your experiences with your fellow ambassadors.
Hospitality Begets Hospitality!