Why Hospitality Should Matter to Every Leader
Think about the last time you received exceptional leadership through hospitality—not just good, but truly exceptional. Maybe a barista remembered your name, or a store associate went out of their way to find a product you needed. You likely left feeling valued and appreciated.
Now, imagine that same level of care applied to leadership. What if your manager not only met your work needs but also made you feel truly seen and supported? This isn’t just a business strategy—it’s the core idea behind Exceptional Leadership through Hospitality.
Will Guidara’s Unreasonable Hospitality teaches us that hospitality isn’t just for restaurants—it’s for anyone who leads people. As Guidara explains, “It’s not about the food; it’s about how you make people feel. That’s true in restaurants, and it’s true everywhere else.” Whether you’re leading a corporate team, managing a convenience store, running a school, or pastoring a local church, applying principles of hospitality can transform the way people respond to your leadership.
In this post, we’ll explore practical ways to lead with hospitality-driven leadership, blending stories, action steps, and tools from our ABC Growth System (Apps, Books, and Coaching) to help you build stronger teams and lasting relationships.
Why Hospitality-Driven Leadership Works
Exceptional leadership through hospitality is about creating environments where people feel valued, respected, and empowered. In Unreasonable Hospitality, Guidara shares a profound insight: “Hospitality is present when something happens for you. It is absent when something happens to you.”
Let’s break this down:
- “For You” Leadership: You anticipate the needs of your team and take action to support them.
- “To You” Leadership: You only step in when problems arise or when performance lags.
Leaders who work “for” their people build trust, motivation, and loyalty. This applies across industries—from corporate settings to small businesses, schools, and even community organizations.
What Does Hospitality-Driven Leadership Look Like?
Let’s explore what Exceptional Leadership through Hospitality could look like in real leadership roles—far beyond boardrooms and executive offices.
1. Creating Memorable Moments: The “Wow” Factor
“The magic is in the details—those little moments when you show someone you were truly paying attention.” — Will Guidara
Example:
- General Manager of a Convenience Store: Imagine the store manager notices that one of his clerks works late and always talks about their young child. On the employee’s birthday, the manager surprises them with a small gift card to a local toy store, saying, “I thought your kid might like something special.” That simple act would create loyalty and a deeper connection that goes beyond a paycheck.
Action Steps:
- Be Intentional: Look for small ways to surprise and delight employees.
- Personalize Recognition: Celebrate birthdays, work anniversaries, or personal achievements.
Why This Matters: Small moments often create the biggest emotional impact, boosting morale and fostering a sense of belonging.
ABC Application:
- Apps: Use Evernote or Trello to track personal milestones for team members.
- Books:The Power of Moments by Chip & Dan Heath. This book breaks down how even the simplest gestures can create unforgettable experiences.
- Why Read This Book? You’ll learn how to design key “moments” that matter in business and life.
At ToddMcKeever.com, our ABC Leadership Solutions Coaching helps leaders create systems that build emotional loyalty through intentional actions—turning ordinary teams into exceptional teams.
2. Serving Before You Lead
“If you want to create something extraordinary, you have to believe that no task is beneath you. Leadership begins with service.” — Will Guidara
Example:
- Department Store Manager: When the holiday shopping season gets overwhelming, imagine a store manager stepping out of their office to help organize the fitting rooms, bag purchases, and greet customers personally. By modeling a service-first attitude, they set the tone for the entire staff.
Action Steps:
- Be Hands-On: Step in and help when your team is overwhelmed, regardless of your title.
- Lead by Example: Show, don’t tell—your actions will inspire your team to go the extra mile.
ABC Application:
- Apps: Use Trello to manage busy seasons and create visibility around tasks.
- Books: Leaders Eat Last by Simon Sinek. This book explains why leaders must put their teams’ needs first to create loyalty and trust.
- Why Read This Book? It provides real-world leadership lessons from organizations that thrive through service-driven cultures.
Why Choose Our Coaching?
Our coaching program teaches leaders how to lead with empathy, humility, and accountability—turning managers into servant-leaders who inspire action.
3. Seeing and Valuing Every Person
“The difference between good and great is often just 5 percent more effort—one more thoughtful gesture, one extra step to make someone feel seen.” — Will Guidara
Example:
- Principal of a School: Picture a school principal making it a personal mission to greet every student by name during morning drop-off. Over time, this small action builds trust, confidence, and a culture of belonging in the school community.
Action Steps:
- Be Present: Spend time on the frontlines with your team or customers.
- Celebrate Wins: Publicly recognize accomplishments, no matter how small.
ABC Application:
- Apps: Use Google Calendar for personal check-ins with team members.
- Books:The Five Love Languages of the Workplace by Gary Chapman. It helps leaders personalize how they express appreciation.
- Why Read This Book? Learn how to match your team’s unique needs for motivation and recognition.
Why Choose Our Coaching?
We help leaders design recognition programs tailored to their teams’ values—boosting retention and overall satisfaction.
4. Building a Culture of Generosity
“When you’re generous with your time, attention, and care, you create a ripple effect that impacts everyone around you.” — Will Guidara
Example:
- Pastor of a Local Church: A church pastor decides to open the building to local nonprofits at no cost during off-hours. The result? A church that’s seen as a pillar of support in the community, building goodwill while deepening its mission.
Action Steps:
- Offer Help First: Give without expecting anything in return.
- Encourage Team Generosity: Create opportunities for your team to support the community.
ABC Application:
- Apps: Use Asana to track service projects.
- Books:Give and Take by Adam Grant. This book reveals why generous leaders build the most sustainable success.
- Why Read This Book? You’ll learn how giving strategically creates better outcomes for all involved.
Final Thought: Lead Beyond the Transaction
Exceptional leadership through hospitality isn’t about extravagant gestures. It’s about intentionality, empathy, and service. When leaders care about how people feel, they inspire loyalty, trust, and long-term success.
As Will Guidara said, “What separates the ordinary from the extraordinary is not the scale of what you do, but the heart you put into it.”
Call to Action:
Ready to build a leadership style rooted in Exceptional Leadership through Hospitality? Subscribe to our free Leadership Planner at toddmckeever.com/leadership-planner.
Or schedule a free coaching consultation to learn how ABC Leadership Solutions can transform your leadership strategy today.