What Workplace Can Learn from the Hospitality Industry

Shive-Hattery’s Michelle Jones shares the impact and influence the hospitality industry has on workplace design.

When you walk into a hotel lobby, you instantly formulate a feeling. From first impressions to how you are greeted by the front desk staff, your experience sets the tone for your stay. When you feel welcomed and valued, this begins to build a positive impression of the hotel brand.

A hospitality perspective is essential as we rebuild workplace communities. Attracting people back to the office needs to go beyond aesthetically pleasing, desirable physical spaces. Organizations must create an experience where people are energized, excited and feeling connected to others.

Experience Magnets

Jeetu Patel, EVP & Chief Product Officer at Cisco, a leader in the field of hybrid work, believes that instead of mandating a return to the office, we should be creating environments that attract employees. This approach, he argues, is far more effective in positively impacting productivity and morale.

“Mandates don’t work as well as creating magnets where people want to come into work, because there’s certain scenarios where they can’t fulfill those requirements from being at home and remote,” Patel said.

To move from mandates to magnets, workplaces must be gracious hosts to guests, visitors and employees. Be intentional and extend a sense of warmth and friendliness while keeping strategic business goals in mind.

Journey map your employee’s typical day. Identify touch points according to their everyday experience. With your North Star of creating a sense of belonging in a welcoming environment, identify what feelings should be experienced and/or avoided.

For example, consider these questions:

• Are all guests and employees welcomed upon entry?

• Do you have all the right spaces to meet the needs and demands of your workplace goals?

• Are there areas of activity and areas of reprieve?

• Do you have the technology to support the main drivers of employees coming into the office — camaraderie, collaboration, and engagement?

• Is the technology easy to use? Does it work? Remove obstacles for serendipitous moments to work alone or with a team.

• Are you using branding to tie back to culture and the mission of your organization?

Time is a person’s most valuable resource. It is critical to create an experience that values one another’s time and recognizes the on-demand nature of our work while providing all the necessary resources and technology to help people progress every day.

Creating the Mood, Vibe and Aesthetic

Chris Flink, adjunct professor Stanford d.school said, “Space is the body language of an organization.” This is why curating an experience requires intentionality aligned with your organization’s culture, mission, and values.

What does your space say about your organization? What is the vibe and connection you want to create? Are these things working together? Look to hospitality spaces for inspiration. They leverage physical space to create the right mood and evoke feelings and emotions.

Activation of Space

A big game. A special meal. A musical performance. An art exhibit. The hospitality industry understands the need to create excitement and buzz around bringing people together. They provide experiences with a purpose and a promise to connect with others in a meaningful way. What in-person experiences could your workplace create?

In the workplace environment, people look for the same return on their investment in time and attendance. Work café spaces are commonly adopted as multi-functional community spaces. The organizations that create destinations within their workplace activate these spaces with events, opportunities to connect, grow and develop, and purpose beyond the lunch hour.

Connection to Nature

Hospitality builds and nurtures a connection with nature. There is a strong and intentional design element with a seamless extension of the building to the surrounding natural landscape. Generous natural light, outdoor views, fresh air and other biophilic designs infuse positive benefits including increased productivity, wellness, and general well-being.

Workplace Evolution

The pandemic created unprecedented times that has led to an unprecedented shift in how we value one of our most precious resources, our time. We are all being thoughtful about how we spend our days. We are asking for what we need to be productive, be engaged and have meaningful interactions both in the workplace and at home.

During this exciting time of change, we are seeing the results of those who are willing to try innovative ideas and take novel approaches. Elevating the level of hospitality within your workplace design can yield the desired results and balance you and your employees are looking for.