What is the difference between service and hospitality? It’s a simple question, but it has powerful implications for your guests depending on how your hostel answers it. I had the privilege of attending the most recent HostelSkills conference in Lisbon, Portugal. The presentations were wide-ranging, covering quantitative topics like revenue management and qualitative topics like staff motivation. One of the favorite presentations among the hostel owners and managers in attendance was from Podstel, delivered by co-owner Ambrose Baptista.
Ambrose explained their five pillars of hospitality. Podstel’s five metaphorical pillars are a valuable mindset for every hostel operator. The ideas and the actions they embody are what separates an average, unremarkable, forgettable hostel from an exceptional, memorable hostel that guests rave about to their friends and fellow travelers. Today we’ll learn about Ambroses’ five pillars, how Podstel embodies them, and how your hostel can too. If you incorporate these ideas into everything you do, if you build these pillars into the foundation of your guest experience, your guests are sure to leave your hostel feeling delighted.