This document discusses the concepts of hospitality and service in the hospitality industry from different perspectives. It provides definitions of hospitality, attitudes and attributes required of hosts, and examples from two organizations - Recipes By Shatec and Da Paolo il Ristorante. Their representatives, Mr. Wong and Mr. Zack, have differing views on whether going the extra mile is necessary or if task completion is more important. The document also discusses observations of hospitality staff at Baskin Robbins and Momiji Japanese Buffet and whether exceptional hospitality is compulsory.

1. Brought to you by:
Dina, Jasper, Nick,Mandel, Zhe Rong & Emelynn

2. To get a better understanding on what
hospitality is all about.
View different perspectives on what hospitality
is to various organizations
If going the extra mile really necessary in the 21st
century service industry.

3. “Service is the technical delivery of a
product while hospitality is how the
delivery of that product makes the guest
feel.”
- Danny Meyer
 What does it mean?
 Is hospitality compulsory?

4. As a host, we require such attitudes:
 Proactive Host Attitude
 Passionate Host Attitude
 People Centric Host Attitude
 A proactive host attitude enables the host to control an
unexpected occurrence or situation efficiently and
effectively.
 A passionate host attitude would show how strongly
dedicated and enthusiastic the host is towards his job.
 A people centric host attitude would focus on guest’s
needs, internally and externally rather than just focusing
on task.

5. As a host, we require such attributes:
 Respect
 Caring And Concern
 Professionalism
 Positive attitude
 A respectful host would be aware of the boundaries
between guest and host, to greet at sight using the GWI or
GIW format.
 A caring host would to make the guest feel comfortable
and cared for, with needs and desires taken into
consideration to help in time of need.
 A professional host ensures knowledge, skills and expertise in
the field is incorporated into serving the guest. A professional
host would also be aware of keeping kempt, neat and tidy

6. Recipes By Shatec
Mr. Wong
Operations Manager
Da Paolo il Ristorante
Mr. Zack
Manager

7.  Recipes By Shatec
• Mr Wong feels that it is important to place people
before task as it would ensure that the guest will enjoy
their visit to Recipes by trying their best to
accommodate to the guest’s needs. Mr Wong would
go the extra mile even if the guest requires a service
not provided by the company, he would try his best to
accommodate to their demands. From warming a
bottle of milk for a baby, to changing a dish to suit the
customers preference (Vegetarian, allergy), Mr Wong
would be glad to extend his help to the best of his
abilities when required from him

8.  Da paola il Ristorante
 Mr Zack feels that task is more important as to
complete the task outweighs the need to go the
extra mile. Completing the task is the objective as
a completed task brings in profit to the company
but extra services don’t. But nevertheless, Mr Zack
would also place people before task depending
on the situation. For example, lending a helping
hand when in need, changing a dish if it is
unsatisfactory, hanging up the guest’s coat and
improving on customer’s feedback

9. respecting
eye contact boundaries
should be keeps an
maintained open mind
being respond
sincere Acts of appropriately
toward Respect when faced
s one’s in a situation
actions
not raising
body one’s voice
gestures
minimal discretion

10.  Recipes By Shatec
• Mr. Wong feels that it is important to be people
oriented. He feels that honing a people
orientated attitude is advisable in all
industries, regardless of any form of
conversational or physical engagement with the
customers, striving the best for the customer
would always make the guest feel more
appreciated. The host has to be happy in
serving the guest and always have passion in
what he/ she does or the guest will feel the
lackluster aura of the host.

11.  Da paola il Ristorante
 Mr Zack feels that it is needed as by having a people
oriented attitude, it makes the overall guest experience
enjoyable. When people get to know people, bonds
are built and it creates a stronger relationship between
the guest and the company. He is passionate towards
his career as it allows him to meet new people. He
passionate what he does and he is looking forward to
new opportunities, working at “Da paola il Ristorante”
for the past 5 years, his knowledge of Italian cuisine
proves his passion to service.

12. Ms Charmaine Low Ms. Jocelyn Ms Sutha

13. Organization: Baskin Robbins
Staff Name: Farah
Farah displays an outgoing
personality that left my team with
a fabulous impression. She was
smiling and very willing to help us,
through testing flavors to paper
napkins and plain water, Farah
brought good hospitality service
towards her customers. She wears
her uniform neatly and according
to company guidelines.

14. Organization: Momiji Japanese Buffet
Staff Name: Nicholas
 Nicholas wears his uniform proudly
and with professionalism. His uniform
is strategically designed with a hint
of Japanese elements. Nicholas
provided my team with professional
service, though he lacked in
hospitality as his job is to clear
tables. He tries his best to cater to his
guest’s needs like more tissues or a
new plate and Nicholas smiles
often, creating a cheerful mood in
the restaurant.

15.  Being a good host is not compulsory, though guest
expect exceptional customer service, it is not
compulsory that we provide it.
 But when good customer service is provided, one should
not feel a need to be compensated but just the sense of
fulfillment
 Splendid customer service is expected by the general
population of Singapore throughout the service
industry, as guest payed for their 10% service charge.
 Exceptional customer service is not compulsory if a
customer is rude or nasty.

17. Group Members:
Dina, Jasper, Zhe
Rong, Nick, Emelynn and
Mandel