‘Hospitality Vibes’: Human Connection Drives the Industry

The hospitality industry thrives on authentic human connection, which plays a vital role in delivering memorable guest experiences. As technology continues to evolve, the essence of hospitality remains rooted in empathy, personal interaction, and emotional engagement. From front desk greetings to personalized service, these human touches create lasting impressions and customer loyalty. “Hospitality Vibes” highlights how people, not just processes, are the true heartbeat of the industry, ensuring warmth, care, and meaningful service in every interaction.

The hospitality industry has been hit hard by societal shifts, the COVID-19 pandemic, workforce shortages, and rapid digital transformation. Now, the key challenge is how the sector can move forward and redefine its value for all those it serves.

Is hospitality possibly on the brink of discovering a deeper mission rooted in its very essence?

In my book Hospitality Vibes, I propose that the emotional energy fostered by hospitality’s human-focused skills should not be limited to this industry alone but expanded to all areas involving human interaction. I present a model for activating the idea of 'Hospitality Vibes', where success hinges on meaningful connections rather than just business transactions. As artificial intelligence becomes increasingly embedded in everyday operations, I’m convinced that real business distinction will soon rely on the depth of human relationships.

This article shares the motivations behind the Hospitality Vibes concept and explores how hospitality-based interpersonal skills can revolutionize both the industry and broader society.

Exploring the Power of Human Interaction
I wrote this book to delve into the issues troubling the hospitality sector. There were pressing questions that needed addressing, 

why choose hotels or restaurants in the era of food delivery apps and short-term rentals?

Why does it often seem like a temporary career choice?
What can be done to attract and keep talented people?
How does the industry reinvent itself after the pandemic?
What is the real purpose of hospitality today?

One recurring theme kept surfacing: the fundamental human need for genuine connection.

In light of ongoing external disruptions, the industry has been rethinking its purpose, methods, and target audience. I believe that redefining hospitality’s appeal and relevance starts with a simple mental shift, from offering basic services to generating emotional resonance.

Understanding ‘Hospitality Vibes’
To me, 'vibes' refer to the uplifting energy people feel in certain environments or interactions. This refers to positive emotional currents that can leave a strong impression. The term ‘transformative experiences’ is often used today, but sparking emotion or human connection isn’t complicated, it’s what we’re naturally wired to do. We should be creating more opportunities for these moments, not minimizing them.

Many psychologists agree that positive interpersonal interactions generate a kind of energy that enhances both individual well-being and community spirit. Walking into a hospitality venue should naturally lead to joyful, meaningful interactions with staff. This is a powerful example of relational energy, an uplifting outcome born from genuine hospitality and human-centered care.

Initially, I thought the book would cater only to the hospitality field. However, the more I explored, the more I realized its principles apply to any field that depends on human engagement. Hospitality vibes should exist not just between employees and customers, but also among colleagues and managers.  It’s a way of thinking, a working style, and even a life philosophy.

Combating Loneliness Through Hospitality
This approach is especially important now, as more people feel isolated in today's world. It’s common to have a virtual network but few real-life connections. This growing loneliness is precisely where hospitality can play a crucial role in offering a new societal function. As more individuals feel emotionally disconnected, there’s an urgent call for real-life, daily interactions. Hospitality can reinvent itself as a channel for meaningful human connections, contributing to a happier, more engaged society.

Research from neuroscience, anthropology, psychology, and the experience economy highlights several key points:

• Loneliness is a fast-growing societal issue;
  
  
• Humans thrive when connected and cooperative;
  
  
• Social bonds, community belonging, and strong relationships are major contributors to happiness;
  
  
• These outcomes are all nurtured through human interaction.
  
  

We aren’t biologically built for the isolated, screen-heavy lifestyle that’s becoming increasingly common. We flourish in real-world, time-bound interactions. Since hospitality is rooted in human engagement, it naturally fits as a “third place” in today’s fragmented social spaces. By taking on this role, the industry could position itself as a unique solution to widespread social issues like isolation and emotional disconnect.

This renewed sense of mission could also benefit hospitality workers, offering them deeper meaning and professional satisfaction. Such purpose could be key in curbing the high turnover the industry faces today.

Reimagining Hospitality as a Social Anchor
The idea of a “third place” comes from sociology, describing social spaces outside the home and workplace. These are informal, welcoming environments where people can gather and feel a sense of belonging. Sociologist Ray Oldenburg, in The Great Good Place, emphasized how crucial these places are for social cohesion.

These venues, libraries, cafes, gyms, churches, once formed the backbone of community life. However, many of them are fading away due to trends like remote work, virtual interaction, and urban planning that discourages communal spaces.This is where hospitality can step up. Visiting a hotel or restaurant should offer more than just food or lodging, it should foster genuine human connection.

While hospitality has always been social in nature, now it must take on a greater societal role. This includes its own workforce, who, when aligned with this broader purpose, can see their work as a mission rather than just employment.

The Structure of Hospitality Vibes
This framework is built on three foundations: thoughtful design, collaborative experiences, and supportive technology. Together, these elements cultivate a space where relationships can thrive.

Design That Encourages Interaction
Fostering connection starts with how spaces and tasks are laid out. At EHL’s Singapore campus, we have a piano available for anyone to play, creating spontaneous moments of joy. At our Lausanne location, the open bar area is designed for easy mingling. To encourage interactions across age groups, we even have ping pong tables where students play with our CEO. Sharing meals, like in traditional universities, remains a key bonding practice on our campuses. Research even shows that firefighters who cook and eat together perform better as a team.

Programs That Enable Co-Creation
Employees should be empowered to help shape guest experiences rather than just deliver services. They need to think like hosts, not just workers. Redefining their roles as experience creators may require training but adds long-term value and encourages professional growth.

Job roles will evolve from service delivery to experience facilitation. This means new job designs and innovative HR strategies are needed across the industry.

Technology That Enhances Human Touch
Instead of replacing people, technology should give staff more time to focus on building connections. Michael Levie, founder of citizenM, introduced the concept of “social butterflies”, employees who interact with guests rather than handle routine tasks. Automation can handle basic services, allowing staff to use their talents, whether offering language support or joining guests in leisure activities.

Some hotels already encourage employees to host events with guests or engage with each other. Creating a culture of enjoyment and camaraderie at work, especially between peers, strengthens social bonds and reinforces a deeper mission, which in turn may reduce staff attrition.

EHL’s Pioneering Role
EHL is actively shaping the future of hospitality by redefining what service excellence means, particularly through developing emotional and social skills. If Hospitality Vibes becomes the industry's new standard, EHL stands at the forefront of this transformation. We are the source from which this shift is both taught and championed.

Our educational approach focuses on building students' abilities to connect with others, show empathy, and communicate effectively, skills that form the foundation of every program we offer, from undergraduate to executive levels. Spreading this mindset and these practices to the industry is central to EHL’s mission.

What’s Next: Making Hospitality Vibes a Movement

The future goal is to bring this vision to life in concrete ways. Three major initiatives are in the works:

• Creating a Hospitality Vibes Index to assess and highlight best practices;
  
  
• Offering executive programs to help businesses adopt and internalize the framework;
  
  
• Introducing a Hospitality Vibes Certification for companies that prioritize human-centered interaction.
  
  

The first certification went to Circles, a division of Sodexo. After our session, they shared this feedback:

“Circles collaborates with global clients to strengthen workplace culture, improve employee experiences, and support business growth. Our partnership with EHL helped us find new ways to deepen workplace relationships and enhance the human side of our services. As leaders in the employee experience space, we know that vibrant, people-centered communities lead to better engagement and improved performance.”

For questions or comments write to contactus@bostonbrandmedia.com

Source: hospitalityinsights‍