Chair of the Board: Defining Hospitality 
By: Billy Downs | October 2023 

 What does “hospitality” mean to you?  

I have been known to ask that question to teammates and other industry professionals.  And, as you can imagine, the answers can vary dramatically based on an individual’s upbringing and life or work experiences. I have also learned that some people are born with the gift of hospitality. 
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The Oxford dictionary defines hospitality as “the friendly and generous reception and entertainment of guests, visitors, or strangers.”  But I like breaking down the word “hospitality” into two pieces: the word “hospital” and the suffix “-ity.”  And what happens in a hospital? Medical staff take care of people. So, putting this all together, hospitality can mean the “friendly act of caring for guests!”  And I like that definition. ​

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I learned the art of hospitality from several family members and other mentors in the industry.  Starting off when I was growing up, I witnessed my grandma show hospitality almost every day of her life.  Grandma Betty was blessed with six children and nearly thirty grandchildren.  She loved her family and enjoyed serving and taking care of them.  This was modeled at different times in her life when she took on the responsibility of helping to raise some of her grandchildren.  This included me and my brother for a short period of time when we were young.   
 

 Danny Meyer, renowned New York City restaurateur and the Founder & Executive Chairman of the Union Square Hospitality Group, likes to use the word “hospitalitarian” for those who practice hospitality for a living.  His company has further defined hospitalitarians as highly curious optimists who like to learn. They have a great work ethic, and it’s in their DNA to do their job well. They're empathetic, showing that it matters to them how they make other people feel.  Additionally, they possess the judgement to do the right thing. ​

In our ever-changing world, we continue to see the erosion of traditional hospitality in our industry. Technology is replacing many of the touchpoints that once differentiated the hospitality industry. Here in Michigan, we continue to see challenges in the availability of talent, increased government regulation, and changing consumer needs and desires.  
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Therefore, I believe we must be intentional in clearly defining hospitality within our organizations so we can also hire and retain those who are naturals at it, embrace technologies that assist in delivering truly great hospitality, and find creative ways to teach hospitality to those who have not had it modeled for them. 
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Sincerely,  
Billy Downs  
Ford’s Garage  
MRLA Chairman ​
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