Hospitality in the service industry is everywhere, but it is often not mutual.
Because employees in the business are so well trained and consumers are not, the relationship between the two can become unbalanced.
Martin O'Neill, head of nutrition, dietetics and hospitality management, said the service industry is wonderful, but challenging. He cites two main reasons for the difficulties involved.
"You have to think of the characteristic nature of what hospitality is," O'Neill said. "It's not product oriented it's entirely service oriented, and it happens in real time."
O'Neill said because everything happens in real time, there is no real way for service providers to prepare for individual encounters. Once a mistake is made, the customer is immediately affected, and there is no way to shield them from what went wrong. This means service providers have to think on their feet to prevent problems.
"There's also the very heterogeneous nature of what's going on," O'Neill said. "Every customer comes through the door with a very different expectation for what is about to unfold. As a consequence, sometimes that relationship becomes very volatile."
Because of how easy it is for the relationship between a service provider and consumer to deteriorate, it is important for both to be as cordial as possible.
Katie Hayes, senior in anthropology and former waitress, said she saw how easily things could become strained.
"People tend to get animalistic over their food," Hayes said. "You know everybody gets mad at the hostess because there's a wait. They get mad at the waitress because they're not getting their food on time, but it's all intertwined."
If the weakness of the service industry is that so many elements rely on each other, the problem with the consumer is they don't know what to expect.
"People don't really form expectations until something goes wrong," O'Neill said. "They sort of come through the door with an open palate, and if everything goes well, that's fine, but they don't leave necessarily very happy, but they don't leave unhappy."
Part of the way O'Neill suggested overcoming this problem is for service providers to anticipate a customer's needs. Because people in the service industry are trained to overcome problems like these the relationship becomes easier, but customers can play a role as well.
"When it comes to etiquette, just tip for good service," said Hans Van Der Reijden, managing director of the Auburn Hotel and Conference Center. "When you see the server or bartender is going out of his or her way to take care of you, they should be rewarded accordingly."
Van Der Reijen said it is also important not to act too casually with staff, especially when getting their attention. Pulling someone's shirt or snapping your fingers at someone isn't the best way to call someone over, though Van Der Reijen said he hasn't experienced this kind of behavior too often in Auburn.
Though Van Der Reijen said service providers should always be professional, and providing a service to a customer look like a sacrifice, he also said being kind to the staff is very important, especially on holidays.
"This is the profession we're in," Van Der Reijen said. "It's the profession we chose, and we work when other people are off, and that's hospitality. But it's nice when it's Christmas Eve, or Christmas Day, New Year's Eve or Easter that a customer acknowledges that."
O'Neill also said it is important to realize service providers are often at work when others are at play, and it is best to be patient and respectful when interacting with them.
"Really as much as anything, understand that there is a human being behind the uniform who has feelings, and they can get hurt," O'Neill said.
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