Many companies want to be more hospitable and improve their customer satisfaction and loyalty.

They talk about it in meetings, add hospitality to their values, and organize training sessions. But for many, hospitality remains vague — more of a buzzword than a lived experience. Meanwhile, employees think: “We’re already hospitable, aren’t we?”

True hospitality doesn’t start with procedures or frontline staff. It starts with leadership. With culture. With a hospitable mindset.

In most cases, the lack of hospitality isn’t your people’s fault. It’s a cultural issue. Leaders — both formal and informal — shape how welcome people feel. And it starts internally. When employees feel seen, safe, and encouraged to care, they’ll pass that feeling on to your customers.

Some companies get this right. You feel it the moment you walk in. Clients, customers, patients — they all feel seen and valued. Employees show up with energy and motivation. They’re not ticking boxes. They genuinely care.

So what’s their secret?
How do you start building a culture like that?
What are the common traps to avoid?
And what does it take to lead with hospitality — every single day?

This book gives you the answers.
You’ll discover the five keys to a truly hospitable culture.
You’ll hear from inspiring leaders who bring hospitality to life.
You’ll get tools, stories, and practical ways to take action.

Hospitable leadership is simple. It’s powerful. And it works — if you dare to lead differently.

Laura de la Mar

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