Please Hold for Applause: Your Lobby Is a Stage. The Theater of Hospitality S1E9a

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Hospitality is theatrical performance where every guest interaction requires both scripted elements and authentic improvisation. Disney pioneered this approach decades ago with their "on stage" and "off stage" concept that transforms how staff approach their roles.

• Uniforms function as costumes that signal role and create expectations
• Great staff need both scripted lines and improvisational ability
• Back-of-house areas should be treated as "green rooms" where staff can recharge
• Environmental elements like lighting and sound are crucial to maintaining immersion
• Effective hospitality balances performance with genuine empathy
• Staff need to be trained as performers, not just task-completers

Want to train for the world's greatest stage? Come study with us at the University of Arkansas Hospitality Management Program. We know the spotlight's real and we'll help you own it.

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Episode Transcript

Speaker 1 (00:02):
You're listening to Housekeeping Didn't Come where
we break down what it reallytakes to run a hospitality
operation, from boots to budgets.
I'm Rob Powell and today we'rechanneling our inner Broadway
director, because hospitality,it's theater.
It always has been.
I used to work at Disney a longtime ago, and they got this
right decades ago.

(00:23):
Disney a long time ago, andthey got this right.
Decades ago, they taught theworld that every guest-facing
area is on stage and every backhallway, break room or
maintenance closet is offstage.
The lesson here when you're infront of guests, you're
performing, and performanceisn't fake, it's intentional.
Now here's how this plays out.
Uniforms are your costumes.

(00:43):
A crisp apron or blazer isn'tabout vanity.
It signals role, identity andexpectation.
Scripts matter, but so doesimprov.
Train your staff on openinglines and recovery language, but
also empower them to riff.
Great actors memorize thescript, but the magic is in the

(01:04):
delivery.
Back of house must be a safegreen room.
Want your team to shine onstage, make the break room
somewhere they can recharge,vent and reset.
Lighting, sound and set designsabsolutely matter.
Ever been in a lobby with aweird lighting and elevator
music from 2007?

(01:24):
That's a broken set and itbreaks immersion.
Hospitality is emotional.
Guests walk in with hopes,stress and expectations.
Our job is to deliver anexperience that is part
performance and part empathy.
So the next time you'retraining staff, don't just give
them tasks.
Give them roles Not roboticones, but intentional, human,

(01:47):
guest-centered performances.
This is Rob Powell.
Now take a bow and check yourstage cues.
Want to train for the world'sgreatest stage?
Come study with us at theUniversity of Arkansas
Hospitality Management Program.
We know the spotlight's realand we'll help you own it.