Guess What Working in the Hospitality Industry is Teaching Me?

Spoiler alert! The answer is … hospitality. I’m learning many other valuable things, but for the purposes of this blog, I’ll focus on hospitality.

“Hospitality: the friendly and generous reception and entertainment of guests, visitors or strangers.”

– Google Dictionary

I used to think I was a decently hospitable person, but I’ve realized that I was really only hospitable to those I wanted to be hospitable to. It’s not that difficult to receive or try to entertain my own, invited guests with friendliness and generosity. I’d say most people do a decent job of that.

The “strangers” part though… that can be a bit harder sometimes. Most customers are very nice, and quite friendly and happy. It’s definitely easier to be hospitable (by definition) to them.

When they’re not that nice to be around, receiving and entertaining them with generosity and friendliness – there’s the challenge; that is true hospitality.

(Https://images.app.foo.gl/ZBuMXh5gfnGhgbE79)

I had the rudest of rude customers a while back. He seemed to make it his mission to hate all the wine, and commented how much so after each taste (which basically never happens at my job – we have excellent wine and are a reputable wine brand); I even caught him making gagging faces with his finger down his throat at other customers while I was getting his next taste of wine … Real mature, sir.

(Hcareers.com)

I’ve had drunk customers cuss me out for not serving them as much alcohol as they’d like, or get cheeky with me when I can’t serve them any more at closing time.

I still feel like I’m just getting my feet wet in dealing with these types of people, but I’m watching some great mentors do it with class. Some of my colleagues know how to stick to their guns, yet still come across to angry, or drunk, or even hostile customers as hospitable; I’ve seen some interesting situations diffused calmly and quietly, when they could have easily gone the other way. It amazes me, how these colleagues can be so truly hospitable to anyone and everyone, and it’s honestly an admirable skill that I hope to pick up bits and pieces of more and more. All will come in time, as I learn.

Now that I’m in this industry, I’ve started paying even closer attention to how hospitable and welcoming others are to me when I’m visiting a place, and it’s often the smallest things that can make a huge difference. It really doesn’t take that much more effort to be helpful to someone in a small way, but it can really change the outcome of their day, or make their experience with me, our establishment, their day, or their entire holiday better.

For example, the other night at work, a lady had just ordered a glass of wine, and ended up knocking her glass and spilling half of it. Our Event’s Manager offered to fill it back up for her, at no cost. She could have just pretended she didn’t see it happen, or charged her for another glass, but she went out of her way to do something nice, to make that lady feel special; I’ll bet it went a long way.

(Quotemaster.org)

Going to other Cellar Doors and restaurants in our travels, as well as recently in New Zealand, and even visiting our own wineries on our days off, have really reminded me of what it’s like to be on the customer’s side. Those have been such beneficial learning experiences (sometimes positive and sometimes not, but beneficial either way).

The Golden Rule really comes to my mind a lot in this business.

It’s service.

It requires humility and grace.

It requires me to put another’s needs and wants above my own.

It requires selflessness, generosity, forethought and planning, or adaptability and flexibility.

It sometimes requires sacrifice.

(Pinterest.com)

It’s about putting myself in the customer’s shoes, and thinking about how I would want to be treated in any particular situation. Some days that’s easy enough, and other days, that’s hard, to say the least!

(cheezburger.com)

Despite it all, I believe hospitality can be learned through mindset and practice, if someone is motivated to learn it.

Even more importantly, I’ve become more aware of how the skill of being hospitable isn’t just useful in a hospitality job; it’s a life skill of incredible value to offer to those around me. Anyone can benefit from being more hospitable in their workplaces, communities, friendships and families. I’m thankful that I’m getting all this time to practice it.

So cheers to all of you incredible hospo people out there, who work hard and make your customers feel truly welcome and special in your care; you are amazing.

(cheeseburger.com)

Learning to Accept Generosity

Moving to New Zealand has brought with it a whole set of life changes, and one of them that’s come to mind repeatedly lately is how often we’ve had to rely on other people’s help since we got here.

Back in Canada, when we had careers that paid us larger salaries, and we had our house, vehicles, and all of our stuff, we didn’t really have to rely on other people very much. We had everything we needed and so much more. If we felt we needed something we didn’t have, we would just go buy it. Greg and I enjoyed having people over to our house and sharing our food and wine with them. We were quite willing to lend our stuff to others, whether it was small things like clothes, shoes, hunting/fishing/camping gear, or bigger things like a vehicle or our camper. We had no problem giving things to people if we no longer needed them.

I also struggled with borrowing from most people, or accepting things from others. I always felt like I owed them. I didn’t mind borrowing things from family, as I felt that was slightly different somehow, but even then, I would prefer to buy my own things rather than use someone else’s, even if they offered.

I’m not sure why I struggled to accept someone’s help, other than potentially having some bad experiences with a few specific people. I can recall a couple of times in the past where someone has helped us with something, and then lorded it over us for some length of time, or used it as a bargaining chip to try and get as much out of us as they could for as long as possible. It’s a shame that a few people like that can make me think that others might be planning in their heads to do those same things when they help me. I have some difficulty accepting kindness, because I’m waiting for the other shoe to drop. I wonder if some people will come to us and say, “remember when you first got here and we did this for you? Well now you owe us.”

The interesting thing about this assumption or fear I have put on others, is that I would never do that to someone else. I lent a colleague $10 a while back, and completely forgot about it. She paid me back a couple weeks later and I hadn’t even remembered I gave her money. I don’t mind sharing what I have, so why does it even cross my mind that everyone else might be secretly holding what they’ve shared with me over my head?

I think I’ve tried to live my life up until now being on the positive side of owing friends and family. Don’t get me wrong, our families have definitely been generous and helpful to us in many ways over the years, and could choose to lord some things over our heads if they wanted to, but I try to be as self sufficient as I can, and as generous as I can towards them, and leave asking for help as a last resort.

If someone paid for my Starbucks in Canada, I wanted to make sure I’d get them one next time, or the next two times; I couldn’t just accept the coffee without feeling like I needed to try and repay them with something of equal or higher value. I’ve even allowed my own guilt to motivate me into doing things for others that they probably didn’t expect of me, because I have such a good memory, and I remembered when they helped me last. I placed that burden of “owing them” on myself, even when others hadn’t. I still expect more from myself than I expect from others.

When we arrived in New Zealand, we had no physical stuff but the 3 suitcases we brought between us.

We had to accept so much help… I really mean, so much help. We were forced into learning to accept generosity.

Even once we got our jobs, we quickly realized that our lifestyle here was going to have to be very different than it was in Canada. Not only are things more expensive here, but we’ve taken a huge pay cut. We can’t afford to go buy most of the things we want. We can’t even afford to buy things that we used to think we needed. Our definition of what we “need” has really changed as well. We’ve realized that a lot of the things we used to think we need, are really just wants, and we can get by just fine without them.

For example, we have 3 bowls. (4 now, because I took one from work that had been sitting on the table for months unclaimed. It doesn’t match, but it holds food.) We don’t have many utensils! I do dishes at least once every day so we have enough. When we had our biggest party yet, we used every single utensil we had (forks, spoons, serving spoons, tea spoons) to serve dessert to people, and Greg and I ended up using whatever we could find in the drawer to eat ours. But we all ate dessert and I don’t think my friends minded (if they did, they were super polite about having to either eat their cake with a serving spoon or one the size of their pinky finger).

We used a broken clock for 2 months, until we finally decided we could break the bank and buy a new one. The old one ran slow, so every night it would be behind by 20 minutes. I would make sure to reset it 20 minutes ahead of time each day so that we were never running late.

Greg was shopping for groceries one week and I had told him how much money was in our bank account. He got to the till and put all the stuff we really needed at the front, and the stuff we wanted at the back, and when the total reached what we had in the bank, he said to the teller that he had to leave the rest. We’ve never had to do that before. He described it as a humbling experience.

I just wanted some lotion SO bad, and all of the decent smelling and somewhat quality lotions (ie. not Vaseline Intensive Care) retail for roughly $40 or more for a small container! I looked and looked, and eventually came to the realization that I can’t afford nice lotion here. I just can’t justify that price right now. It’s a small thing, but it was the final straw that broke the camel’s back for me in realizing that I have to significantly change my lifestyle in a lot of ways.

(On a side note, we do realize that these are the small sacrifices we are making to gain bigger, more important things, like being fulfilled in working in the wine industry, living in a warm place by the ocean, and living out our dreams, and we wouldn’t trade them!)

The examples above are things we just wouldn’t have chosen to deal with in Canada, or been willing to tolerate before, but we’ve been re-learning the value of a dollar. (And that’s a New Zealand dollar too, not a Canadian one!) I’ve started thinking about how long it takes me to earn something when deciding if it’s really worth buying.

This drastic change in our financial situation has forced us into accepting the generosity of others, and wow, are the people in our life ever generous.

Within a week of getting here, when my first car broke down (twice) we had new friends lend us their car. Their car. They biked to work for the days we had it. That was not easy for me to accept, and we actually had spent more money on a rental car the first time mine broke down, and our friends were upset I was being so stubborn as to not use theirs. So we conceded the second time my car broke, and borrowed their car. I was so grateful, but felt so guilty at the same time for my needing help to inconvenience them.

We’ve had several people lend us camping gear, hiking gear, biking gear, etc. on more than one occasion.

Greg’s bike and fishing rod are both on indefinite loan from friends.

Colleagues bring us vegetables or herbs from their gardens.

People have invited us into their homes for beautiful meals, or wine and charcuterie, many, many times, and invited us to spend holidays with their families.

They’ve welcomed us into their circles of friendship, and been so kind.

Friends invited us to their lake house for a weekend, or others have offered to put us up when we’re travelling through their areas, and they feed us and offer us clean, beautiful places to sleep.

Our family recently sent us a care package, full of things we want and need. They cared to ask us what we’ve been missing, and spent their money to bless us with things we would have normally bought in Canada without thinking twice about. Now, we appreciate them beyond measure. I’m sure it cost dearly to ship that over from Canada, too.

And, a colleague who heard me saying how badly I wanted some nice lotion, brought me one of hers, hardly used, and just gave it to me. Vanilla Chai. It’s fricken amazing. I’ve never appreciated lotion more in my entire life than when I put that stuff on.

We’ve experienced so much generosity from so many people, that it’s gotten to the point where I know I can never pay them back.

That’s a hard spot for me to be in, because I’m not used to it! I’m not used to needing other people this much. I’m not used to having to ask to borrow things. I’m not used to accepting a free gift from someone, just because she knew I wanted it. I’m being stretched out of my comfort zone which, although uncomfortable, I know is so good for me! It’s been really humbling, yet really difficult. It’s been really touching, and it’s made me feel so loved.

The generosity we’ve received makes me want to be even more generous to others.

I still struggle to accept things from certain people. Maybe my pride has something to do with it, such that I don’t like feeling like I can’t provide for myself. Maybe I will always struggle with accepting generosity or help, or maybe it will get easier. Maybe I’ll be in a position one day where I can take care of someone else as much as we’re being taken care of here. Maybe some of these people will lord it over us one day, or ask for something in return. Or maybe, they’re all just kind souls, who know what it’s like to need help, and want to use their positions to bless others, with nothing expected in return.

Hopefully we will continue learning to accept generosity day by day. We will definitely continue to choose to pay it forward whenever we have the means or opportunity. One thing I’m absolutely certain of, is that if everyone in the world was as kind as the friends we’ve been blessed to make here, this world would be a much better place.