Authentic Hospitality Enhances Tenant Satisfaction and Retention
Interacting with clients or the public? You may be in the facilities management business, but you’re also in the hospitality business.
Customer service training is common in FM, but authentic hospitality is what turns routine interactions into moments that build trust and increase tenant retention. It’s the difference between treating someone like they’re a number versus creating meaningful connections.
As UG2 Vice President of Operations Armando Lezama explains in IFMA’s FMJ Magazine by the International Facility Management Association, there are six principles of authentic hospitality.
Use these principles to build the confidence, trust, and experience of everyone who enters your facility.
1. Be Present and Engaged
First impressions matter. Being in the moment, setting aside individual issues and distractions, is key to remaining mentally and emotionally attentive to tenants and visitors.
Take action on this principle
> Say “Good morning, have a nice day!” and “Good night, get home safe!”
> Make eye contact with people as they enter the building
> Greet guests when passing them in the hallway
> Pay attention to non-verbal cues like crossed arms that come off as unapproachable
2. Make a Personal Connection
Every social encounter is a chance to affirm that visitors and tenants belong. Take note of each person’s body language and, if they appear open to it, use each mini conversation as a chance to build rapport.
Take action on this principle
> Get to know tenants’ preferences
> Greet frequent visitors by name
> Follow up on previous conversations
3. Foster Empathy
We’re all human. Bringing that mindset to each interaction can help you see others’ perspectives and recognize that each interaction is an opportunity to get personal, but not take the interaction personally.
Take action on this principle
> Respond to guests with kindness
> Use humor
> Ask questions to learn more information about a situation
4. Go Above and Beyond
Even if they’re not performing a specific task, FM workers are always on the job. Each moment is an opportunity to take a proactive approach, anticipating needs and address potential issues before they escalate.
Take action on this principal
> Push an elevator floor button or open the door for a guest who has their hands full
> Ask tenants and visitors if they need assistance
> Escort guests to their destination instead of just giving them directions
> Bring them to someone who can answer their question if you can’t
5. Prioritize Safety
If safety isn’t prioritized, you run the risk of injuries, liability claims, and regulatory violations. On top of that, you lose occupants’ trust.
“Imagine a visitor attempting to take a shortcut through a wet floor or an off-limits maintenance area,” explains Armando. “An FM staff member exercising authentic hospitality would intervene calmly and courteously, explaining the risk, acknowledging the potential inconvenience, and offering an alternate route.”
Take action on this principal
> Identify hazards and monitor environmental conditions
> Enforce protocols consistently
> Empower staff to make judgment calls that protect people (even at the expense of a temporary inconvenience)
6. Practice De-Escalation—and Ask for Help
When conflict inevitably arises, leaders and staff are responsible for deescalating situations. This power skill helps build stronger relationships and goodwill, in addition to maintaining your facility’s reputation.
Take action on this principal
> Remain present and calm by thanking the tenant or guest for what they shared
> Acknowledge the concern
> Tell the individual how you can help
> Communicate next steps or timeline
> Escalate the situation to a manager as needed
To deliver on all six of these genuine hospitality tenets, staff need training in communication techniques and stress management. Then, FM leaders should help teams practice these skills in scenario-based exercises.
Doing this requires a long-term commitment, but the rewards are an organization that stands out.
For more of Armando’s insights, and how you can use them to set your organization apart, read his full article in FMJ Magazine.