What is Hospitality? Rooted in History

What Is Hospitality?

The word hospitality has ancient roots—in Latin and Greek, it literally means “welcoming strangers.” It’s a beautiful concept, isn’t it? And yet, in today’s world, it often feels like we’ve forgotten what it truly means.

In our organizations, isn’t that what we’re called to do every day? To welcome people—customers, guests, team members, even vendors—with warmth, being genuine, and hopefully creating a dialogue, whether it’s short or long.

So why is it that some people (and companies) still don’t get it?

How hard is it, really, to greet someone with a smile, to be friendly, to create a moment of connection?

Let me share a story that illustrates the difference between practicing hospitality and just providing a service.

I was in Mobile, Alabama, for a conference I was speaking at. My first ride was from the airport to the hotel. Paul was my driver.

He didn’t just pull up and wait—he got out of the car, greeted me with a smile, and helped with my luggage. As we drove, he paid attention to my body language. When he sensed I was open to conversation, he gently initiated it. He asked if it was my first time in Mobile (it was), where I’d flown in from, and what I do for a living.

It wasn’t small talk—it was sincere, easy, and human.

When I mentioned I live in Ohio, he smiled. Turns out he travels to a city near mine for his full-time job a few times a year. We talked about that community and the places he has visited there. I also saw that he was wearing an Alabama cap, so naturally, we started talking college football. He asked if I was a Buckeyes fan (I am), and we shared some friendly banter about our teams.

The 20-minute ride flew by. Paul understood the power of hospitality. He made me feel welcome—not just as a passenger, but as a person. When we arrived, he hopped out, grabbed both bags, thanked me for riding with him, and wished me luck at the conference.

That’s hospitality.

Now contrast that with my ride back to the airport.

I don’t remember the driver’s name. They stayed in the car until I struggled with the latch, then got out briefly to help, said a brief (and obligatory) “hello,” got the latch open, and then helped me (begrudgingly) with one of the bags, clearly distracted by a phone call on a headset.  And those were the last words they spoke to me, as I guess they were still on their call.  But after the call finished, they did something that I had not experienced before.  They turned up the volume on the radio, so as to let me know…” I’m not going to talk to you”.  I don’t know the reason why…Maybe they were having a rough day. That’s okay—we all do. But for those 15–20 minutes, they were in the service business. And service, at its best, includes hospitality. Even a little effort can make a big difference.

When we arrived, they said a quick “thank you” and stayed in the car while I unloaded my own bags.

I believe that practicing Hospitality is a daily choice.  So here’s the question:

What’s your strategy for welcoming strangers into your organization?

Not just external customers and prospects—but internal ones too. Your team. Your people.

Hospitality isn’t just a department or a job title. It’s a mindset. A culture. A daily decision to treat others with dignity, warmth, and intentionality.

Why not deliver a little history lesson every day—by living out the original meaning of hospitality?  Because when we welcome strangers well, they don’t stay strangers for long.

Bob Pacanovsky is a keynote, conference, and business speaker and trainer.  The question he often gets asked is- "What do I speak and train on?"  His answer is…“I'm thinking that your organization has some people in it who deliver a consistent and first-class Customer Service Experience. What I do is help turn every member of the organization into those people”.    How? By giving them the tools to deliver a Black Tie Customer Experience.

Contact Bob - (330) 352-6084 OR Bob@BobPacanovsky.com

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