What the FL*K does 'Hospitality' mean in the digital age?
Hospitality is defined as the friendly and generous treatment and reception of guests, visitors, or strangers. And in today’s digital first world, the art of hospitality has diminished; face to face interaction has fallen wayside to short texts and 260 character tweets. While the form of communication may change, being hospitable will never go out of style.
As an industry, many feel we’re at a crossroads for service -- The personal: an old school, hands-on approach to service that brings to mind the art of concierge, and the digital: a modern and rapid approach at the touch of a screen to address the immediate needs of guests.
But at FLIK, we believe there’s a beautiful blend of both and we’ve found a happy medium of these two approaches to service.
In the age of digital, we’ve modernized our world to incorporate kiosk ordering and cashierless applications for guest ease, but the execution of our Platinum Service legacy remains at the core of our services.
The nanoseconds we spend with our guests set the stage for lasting memories leading to loyalty. The zero defect operation of a digital world is expected and transactional. The sound of Platinum Service must be turned up to full volume to wrap those otherwise transactional experience with humanity.
At FLIK, L.O.V.E. is our ethos. The idea of living our values extraordinarily allows us to keep focused on what matters most – the interpersonal relationships between our team and our guests.
Our philosophy and approach to hospitality is simple. It is about the tone of our voices, making eye contact and smiling when interacting with guests, and using the ever-forgotten phrases “Thank you,” “You’re welcome,” and “Come visit us again.” It is these small details that help put the heat beat back into the digital experience.
It is time to remember how critical relationships between people are and the power of positive communications. The world of digital demands the turbine of Platinum Service.
By Adam Freed, Senior Vice President, Creative Development, FLIK Hospitality Group
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