Jan Gunnarsson – “Hostmanship: the art of making people feel welcome”

Jan Gunnarsson explains everything about hostmanship at TEDxMaastricht. Not only in hospitality but also in hospitals for example. By the way, some waiters (no names this time, you know who you are) could learn a lot of the loving care and empathy of nurses and other heroes in the hospitals! His book is also very nice to read (review)

“Jan Gunnarsson is a hospitality industry veteran from Sweden who exhibits a refreshing take upon customer service and leadership. Jan believes customer experience is not in the first place about strategies and tactics but about the attitude we bring. Jan talks about how the heart of a business is an attitude of yourself. Hostmanship is the book he wrote with Olle Blohm. Hostmanship really is about giving. It’s about sharing a part of yourself and your knowledge. Jan inspires us by the simple belief that we should never be forgetting that people who have contacted you are an extension of yourself. It is about understanding that, in that moment, you are an important part of her life. Not only because you have the answer to her question, but you are also the person she has chosen to turn to. Jan Gunnarsson will give us a completely new view upon care and upon service in healthcare.”

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