A Hotel Is Just a Building: It's the People Who Make It Home
Spend enough time in the New Zealand hospitality scene, whether running hotels, lodges, or restaurants, and you start to see things clearly. Trends shift, designs evolve, but one fundamental truth always remains, crystal clear: a hotel building itself is just a structure.
Sure, architecture matters, the design can be stunning, the location unbeatable. We pour huge effort into making our physical spaces appealing, comfortable, even luxurious. But strip away the people – the team putting in the mahi, the guests bringing the life – and what’s left? An empty shell. The real essence, the soul of any great hotel, lodge, or even restaurant, lies firmly with the people within its walls.
Memories Aren't Made of Mortar
I think back to managing a beautiful luxury lodge once, set in some of Aotearoa’s most spectacular scenery. The views were breathtaking, the fit-out was top-notch. We ticked all the boxes for a high-end experience. Yet, when guests shared their lasting impressions, what truly resonated?
It wasn't solely the panoramic vista or the thread count of the sheets. It was how Clare at reception greeted them by name and remembered their conversation from the day before. It was the way Jack in the kitchen, hearing about a special anniversary, quietly crafted a personalised dessert without prompting. It was the genuine warmth of the interaction, the feeling of being personally looked after.
Those small, human moments of connection? That’s the stuff that sticks. That’s the real return on investment in hospitality.
Genuine Connection: The Kiwi Advantage?
Perhaps it’s part of our national character, but Kiwis tend to value authenticity. In hospitality, it's easy to get distracted by global trends or the purely superficial aspects of service. But what truly sets an experience apart is often that genuine, down-to-earth connection. It's less about rigid formality and more about creating a welcoming atmosphere, much like having friends over – it's the quality of the welcome and the conversation that matters most, not necessarily the polish on the silver.
We had a regular at The Portage Resort in the Marlborough Sounds. We knew his preferences – a cold Steinlager ready after his journey was standard practice. Simple, but it showed we paid attention. During one stay, he casually mentioned missing his garden. Our team took that to heart and placed a small potted native plant in his room. It wasn't a grand gesture, cost very little, but the impact – the genuine smile and appreciation – was immense. That’s how you move beyond transactional service to build real guest loyalty, even friendship.
The Power of Anticipation and Care
Excellent service isn't just about reacting to requests efficiently. Anyone can be trained to deliver a requested item promptly. True hospitality often lies in anticipating needs, in observing and responding with empathy. It’s about reading the situation, not just following a procedure manual.
I remember a family arriving late at M Social Auckland after a long, tiring drive from Wellington. You could see the exhaustion on the parents' faces and the restlessness in the kids. Without needing to be asked, the team proactively arranged for some comforting snacks – fruit, biscuits, Milo – to be sent to their room immediately. It was a small act, driven by simple observation and care. The feedback later was profound: that gesture made a huge difference to their arrival experience, turning a stressful moment into a feeling of being looked after. Often, these seemingly minor, intuitive actions have the most significant impact.
Buildings Don't Create Loyalty—People Do
A striking building might attract first-time visitors, but it's the consistent quality of the human interaction that fosters loyalty and drives repeat business. Buildings can't offer a warm smile, ask about a guest's day, or offer a helpful local tip. They don't have empathy or intuition.
This is why, when building teams, I’ve always believed that while technical skills are trainable, inherent warmth, genuine empathy, and a natural ability to connect are the qualities you hire for. You can teach systems and processes, but you can't easily teach someone to genuinely care. That positive attitude is the foundation of a great service culture.
Embracing Manaakitanga: Our Local Edge
Here in New Zealand, we have the concept of manaakitanga – showing respect, generosity, and care for others. It’s deeply ingrained in Māori culture and resonates strongly within our approach to hospitality. When we truly embed manaakitanga into our service philosophy, it elevates the guest experience beyond the ordinary. It means our teams act as genuine hosts, sharing insights about the local area – the best coffee spot, a hidden viewpoint, a great local walk – not because it's in a script, but because they genuinely want to enhance the guest's visit. This authenticity is something guests deeply appreciate.
The Enduring Importance of the Human Touch
Ultimately, the heart of the hospitality industry isn't found in concrete and steel, but in human connection. It's about creating positive experiences, making people feel genuinely welcome and valued, and facilitating memorable moments.
So, as we continue to navigate the demands of this industry, let's keep our focus sharp on what truly differentiates us: our people. Investing in their training, empowering them to act with initiative and empathy, and fostering a culture of genuine care is the surest path to creating establishments that guests not only visit, but truly feel connected to and want to return to.
Let's keep championing the human element – it’s our most valuable asset.
Kia kaha.
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About the Author
Joshua Thomas is the founder of Hospo HR, an experienced hotelier, and an advocate for New Zealand's vibrant hospitality sector. Always immersed in the latest hospitality trends, news, and updates, his passion stems from his lifelong love as a devoted foodie. Connect with Joshua and his community of hospitality professionals.
