What is hospitality

Event management firms are taking hospitality to new levels with innovative services, personalized experiences, and a focus on attendee satisfaction across various types of events.  

For example, at festivals like Glastonbury and Coachella, there are often on-site accommodations ranging from simple camping options to luxury glamping with amenities like beds, linens, and sometimes even air conditioning.

SHMS offers Event Management as a specialization in its Bachelor’s and Master’s degree programs.  

Retailers of all genres are creating more engaging and personalized shopping experiences that improve the customer experience, encouraging longer visits and ultimately increasing sales.

Tiffany & Co. uses private salons where customers can view pieces in a luxurious, intimate setting making customers feel valued, which is instrumental in high-ticket purchases.

Rolls-Royce takes luxury to the extreme with their bespoke services, allowing customers to customize nearly every aspect of their vehicle providing a highly personalized and exclusive service reminiscent of a bespoke tailor.

Nordstrom has long been known for incorporating high-quality dining experiences within their stores which allow customers to take a luxurious break without leaving the store resulting in increased time spent shopping.

Saks Fifth Avenue has integrated services like beauty and wellness clinics within their department stores, turning a shopping trip into a luxurious outing–and vice-versa.  

Lululemon offers free fitness classes in their stores which build a community around the brand and transforms the store into a gathering place, building customer relationships and loyalty.

SHMS offers Luxury Brand Management as a specialization in its master’s degree program.

High-end real estate developers and property managers often incorporate hospitality elements to enhance the luxury living experience, differentiate their offerings, and attract discerning clients.  

For example, Fifteen Hudson Yards in New York offers a full suite of in-house lifestyle services managed by a dedicated concierge team. The Ritz-Carlton Residences provide residents with amenities such as a private chef, in-residence dining, and personalized fitness training. Related Companies organizes events that entertain and offer networking opportunities for residents, enhancing their social and professional lives. Four Seasons Private Residences ensure that every aspect of the design and architecture serves to create a sense of place and luxury, often including interiors designed by renowned architects and designers.  

SHMS offers a design specialization for its BA students who would like to create high-level luxury spaces. 

Financial institutions are integrating hospitality to improve customer service from in-branch operations to user interface experience online to improve customer satisfaction for retention.

For example, UBS offers bespoke advisory services that are akin to a personal concierge in a luxury hotel. HSBC has rolled out Premier Centers worldwide, which function similarly to airline business class lounges. Bank of America, recognizing the importance of convenience in hospitality, has invested heavily in its digital platforms to ensure a seamless user interface experience. 

Tech companies are using hospitality principles to improve user experience. This can be seen in user interface design, customer support, and workplace environment.  

Apple is an excellent example of tech employing hospitality to improve client satisfaction. From the birth of its easy user interface which launched its popularity, to the chic and hands-on retail store experience, to the Genius Bar concierge-style repair service, and their education platform, Today at Apple, the company puts the customer experience first in every regard. 

Hospitals, wellness clinics, and silver economy services are adopting hospitality principles to improve patient care, satisfaction, and quality of life.  

For example, the world-famous Mayo Clinic offers concierge services that provide patients and their families with travel, lodging, dining assistance, and information about local activities and services.  

Sunrise Senior Living provides personalized care plans and living environments that include activities and programs to enhance the quality of life for residents in a setting that feels more like a home than a healthcare facility.

These examples illustrate how hospitality principles are applied in healthcare and senior living, focusing on personalized care, comfort, and an enriching environment to improve the quality of life for patients and residents. 

 Universities and colleges, are applying hospitality practices to improve student services, campus life, and accommodation, aiming to provide a better overall student experience.  

For example, University of Pennsylvania offers Penn Hospitality Services which includes guest accommodations and conference services that operate akin to a hotel for Penn students and their guests.