Hospitality + Service: Bringing Hospitality to Your Community

Filling Your Community with the Light and Warmth of Hospitality

About Hospitality + Service

Created by Hilton Worldwide, Points of Light and the Taproot Foundation, Hospitality + Service is designed to help organizations enhance client experiences by improving communication and connections with clients, creating warm and welcoming environments and effectively managing challenging situations.

Hospitality + Service equips staff and volunteers to improve the culture of hospitality in their organizations and enhance client service. Hospitality + Service also includes a first-of-its kind initiative to equip leaders of nonprofit organizations with the tools, skills and knowledge to build enduring cultures of hospitality and guest service.

Exceptional Service
in Unexpected Places

Many nonprofit and social sector organizations operate in an environment where clients may feel a heightened sense of vulnerability or distress. Ensuring client dignity, while delivering much needed services, may be among nonprofits' greatest challenges. We believe the skills and principles of hospitality can help organizations address this potential obstacle to meet their missions.

For decades, Hilton Worldwide has been providing extensive training and development programs to its Team Members to ensure that we are delivering exceptional service for guests around the world. We believe the same principles that make our properties warm and welcoming to travelers can also help nonprofit organizations deliver on their missions for their clients. The true value of hospitality should not be exclusive to the hotel industry.

Learning to S.E.R.V.E.

Hospitality + Service is a tailored training program that leverages Hilton Worldwide's internal Team Member trainings to infuse hospitality into the daily practices of nonprofit and social sector organizations to develop a strong culture of hospitality over time. Our seven modules are based on the S.E.R.V.E. principles of hospitality: Sincere, Empathetic, Respectful, Visible and Engaging everyone every time.

Each of the seven modules includes three key elements: a Trainer Guide, a PowerPoint presentation to guide the lesson, and complementary handouts for participants. The full curriculum is customizable and can be delivered as a one-day training, as short, stand-alone workshops or as lessons integrated into existing staff and/or volunteer trainings.

Hospitality + Service's leadership toolkit, Hospitality by Design, provides an easy-to-navigate guide to incorporating hospitality into your organization. The toolkit focuses on the areas ripest for positive impact, including, Building Hospitality from the Ground Up, Knowing Your Client, Building a Strong Team, Facilities Design and Measuring Client Satisfaction.

Hospitality + Service Curriculum Modules