Abstract
Entering a building is a ‘moment of truth’ and may invoke feelings of hospitableness. Physical environments and staff behaviour deliver ‘clues’ that may result in the experience of hospitality. The focus in a reception area may be on mitigation of risks, or on a hospitable atmosphere, with either a host or a security officer at the entrance. However, the division of tasks to either the pleasing host or the controlling security officer to a certain extent disavows the overlap between perceptions of hospitality and safety. This exploratory qualitative study combines a group interview with three managers responsible for hospitality and security in reception areas and Critical Incidents by staff and visitors (N = 51). Thematic coding was based on The Egg Aggregated Model and the Experience of Hospitality Scale. Results show that hospitality and safety are indeed two sides of the same coin. Usually people do accept security measures, provided that staff act in a hospitable way. A lack of security measures may seem ‘inviting’, but also decreases the perception of care for your visitor, and may cause uncertainty and therefore decrease comfort. A correct risk perception, flexible appliance of security measures, and a friendly approach connect aspects of ‘safe’ and ‘hospitable’ sentiments.
Highlights
Hospitality is a broad concept that originates from the Latin ‘hospes’, meaning host, guest, and stranger [1]
Hospitality may be used to control strangers and outsiders [4]. This control perspective applies to building entrances and receptions
Depending on an organisation’s risk perception and risk aversion, or on a positive image of humankind, the focus of a receptionist is more on either the benign or the harmful aspects of guests, resulting in the use of either a host or a security officer at the entrance. This division of tasks to either the pleasing host or the controlling security officer to a certain extent disavows the overlap between the perception of hospitality and perception of safety
Summary
Hospitality is a broad concept that originates from the Latin ‘hospes’, meaning host, guest, and stranger [1]. Depending on an organisation’s risk perception and risk aversion, or on a positive image of humankind, the focus of a receptionist is more on either the benign or the harmful aspects of guests, resulting in the use of either a host or a security officer at the entrance. This division of tasks to either the pleasing host or the controlling security officer to a certain extent disavows the overlap between the perception of hospitality and perception of safety. The question arises: when is a reception perceived as being hospitable and safe by both hosts and guests?
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