LONELINESS AND HOSPITALITY
massive 25%, according to the World Health organization). As hospitality professionals,
we must seek the interventive and preventative strategies to amend this alarming trend. Let’s begin with the historic definition of hospitality. Te word hospitality derives from the Latin ‘hospitalitas’, which means ‘friendliness to guests’, from the nominative ‘hospes’, meaning ‘guest; host’. Te Greek word for hospitality literally means ‘to love strangers’. Let’s be clear: loneliness
has been part of the human condition forever. But loneliness and social isolation are not the same. Many people, for example, have plenty of family members around them but do not feel appreciated or understood. Musicians and poets have addressed this state through the decades. America’s 1974 song Lonely People is a case in point:
Tis is for all the lonely peopl;e Tinkin’ that life has passed them by; Don’t give up until you drink from the silver cup; And ride that highway in the sky.
Ten along came Cheers in 1983, with its popular theme song, Where Everybody Knows Your Name: Sometimes you wanna go where everybody knows your name; And they’re always glad you came; You wanna be where you can see our troubles are all the same; You wanna be where everybody knows your name.
Today, it seems people aren’t keen to know anyone else’s name, let alone what their troubles might be. Tere is definitely going to be a continued and accelerated adoption of different automation technologies, both in the
“As hospitality professionals we must seek the interventive and preventative strategies to amend this alarming trend”
restaurant and in back office and enterprise systems. Financial pressures on foodservice operations are very real and compel operators to use various forms of technological solutions. Does this mean it is time to redefine hospitality? Or just give it up as unachievable? As foodservice consultants,
we are a creative and devoted group of professionals with concerns about the end-user experience as well as that of our employees. After observing a myriad of commercial and non- commercial operations, as well as discussing this Hospitality 3.0 iteration, several solutions that help create meaningful encounters emerged, suggesting technology and hospitality can, indeed, hold hands while combatting loneliness. As LaVar Burton, American
Dine-in guests must feel looked after and cared for
actor and director, says, “In a society that functions optimally, those who are able should naturally want to provide for those who can’t. Tat’s how it’s designed to work.” As foodservice professionals we stand at the helm of a ship that needs righting, with no excuses for not doing so. Several tactics can be put into motion.
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CONNECTIVE DESIGN
Architects and interior designers are also focusing on front- of-house strategies to both encourage connectivity and, if nothing else, allow those who wish to dine solo among a sea of others, can do so comfortably. Soft seating, varied seating options, lighting and coloration differences in assorted areas, and warm materials are among the solutions. As architecture firm Gensler states in its blog, Designing workplaces to strengthen connection and combat loneliness, “as designers, we must also address the diverse needs of employees and their wellbeing to deliver a better workplace experience for them, which in turn leads to more engagement and productivity.” Te elements that make employees happier are the same as those that foster comfort and connection among customers. A great example that encompasses all of the above is Boulevard in San Francisco, where three distinct spaces exist to allow the guest to choose which vibe appeals to their mood de jour.
DESIGN A WELCOMING CULTURE
As American urban sociologist Ray Oldenberg discusses in his illuminating book, Te Great Good Places, “the nature of a third place is one in which the presence of a ‘regular’ is always welcome, where people meet, chat, and connect with others, which can strengthen social ties. Regular gatherings and shared experiences in these spaces can create a sense of belonging and shared identity.”
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