What has Xenia, Philoxenia, Omotenashi and Kindness to do with hospitality?
Odysseus was one of the greatest of the Greek heroes who fought during the Trojan War. Known for his cunning intellect, Odysseus crafted the plan that destroyed the city of Troy and ended the Trojan War. The story of Odysseus begins in Homer's epic poem The Iliad, but his second poem, The Odyssey, relates the tale of Odysseus wandering the seas for ten years as he struggled to return from the Trojan War.
Has anyone wondered how Odysseus managed to travel for so long in the time before hotels? That’s because, as far back as in ancient times, the Greeks valued hospitality, so much so that they even had a word for it – Xenia. It means showing generosity and courtesy towards travelers who are far away from home. This idea, born from the ‘guest-friendship’ behaviour would see the hosts providing a warm welcome, food and water to the weary traveler.
Nowadays, particularly during COVID-19, one sees these expressions of kindness through hospitality towards strangers. The Greeks also have a word for it – Philoxenia. It is as simple as helping a friend of a friend stay with you or buying a meal for the homeless. This is what hospitality's all about – treating strangers not just with respect but with kindness, too.
Doctors, nurses and other medical personnel across the world are battling COVID-19 directly. Four Seasons Hotel in New York City opened its rooms to many of those working in neighboring hospitals. While reservations are temporarily unable to be made by the general public, the hotel saw this as an opportunity to let those, who otherwise would have to travel a great distance to work, reside in a luxury room-free. The five-star property is not only providing shelter for the brave individuals, it is minimizing the risk of spread for the families and community. One hotel in Portaferry, UK, offered to deliver free dinners to elderly people who are unable to get to a supermarket or restaurant. The list goes on and on….
Japan’s tradition of selfless hospitality is best represented by Omotenashi, which is grounded in the centuries-old ritual of the sado (tea ceremony). Literally translated to “spirit of service”, Omotenashi is the cornerstone of Japanese culture. Enter any shop and be greeted with a warm “irasshaimase” by staff. Cleaners bow respectfully as passengers’ board the bullet train and taxi drivers open the door for customers automatically. These are not scripted standards of operations (SOPs), but a way-of-life in Japan. This high degree of attentiveness, bordering on reverential gratitude, is accorded to ensure that their guest’s every need is fulfilled without expecting anything in return.
So where does hospitality fit in? Being hospitable is about focusing on the other person, understanding their expectations and offering help to fulfill those expectations. In hospitality there are certain non-negotiables: warmth, sincerity, the ability to listen and provide solutions to problems – be it in a casual, formal, familiar, distanced, laid-back, luxury setting.
So, what’s the opposite of hospitality? Being inhospitable one might say. The thesaurus lists, unfriendliness, coldness, abruptness, ungraciousness as examples and correctly so. Calling a guest by the first name or indifferently mispronouncing the surname is not hospitality. The majority of hotels and restaurants erroneously equate providing service as being hospitable. Only a few recognise the huge difference.
Service is the technical delivery of the product. It can be done without any trace of hospitality. For instance, a check-in can be done with clinical operational efficiency – sans any eye contact, with minimal dialogue and near robotic motions. Hospitality on the other hand uses the human element when delivering that service. Service and hospitality done together in perfect harmony elevates the guest experience.
Service delivered with a blank stare or grunt, however perfect technically is not hospitality. It is as someone coined it – hoaxipilty – as is faking hospitality, by saying something purely because it is scripted in the standards of operations, although you really don’t mean it.
Sadly, most businesses are mere tech companies delivering services under the masquerade of hospitality – contaminating in the process, the core principles that have been driving the industry for ages.
Shafeek Wahab – Editor, Hospitality Sri Lanka, Consultant, Trainer, Ex-Hotelier
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