What makes a truly hospitable experience?
Is it training, scripted service, or mystery guests?
In this compelling and humorous talk, Laura takes us on a journey from their first job in a fine-dining restaurant—where a toxic culture stifled genuine hospitality—to becoming a leader on a mission to bring real hospitality into every industry.
Through personal stories and 20 years of research, Laura reveals a critical truth: hospitality isn't about rules, checklists, or forced smiles—it thrives in a culture where employees feel valued, empowered, and inspired by leadership. While traditional training can provide short-term improvements, it often fails to create lasting change. The secret? Hospitable Leadership.
By fostering a culture where employees want to be hospitable rather than have to be, businesses can transform service from scripted transactions into heartfelt interactions. This talk challenges leaders to shift from rigid protocols to a mindset of Embody, Empower, and Embed—the three pillars that turn hospitality from an obligation into an art.Laura de la Mar Speaker, Author, Trainer & Founder of Gastvrijheid in BedrijfTrue hospitality isn’t about service—it’s about genuine personal attention. But how do you ensure employees are intrinsically motivated to be hospitable? Many companies invest in training, protocols, and CX surveys, yet the impact fades quickly. Why? Because without a hospitable culture, hospitality remains superficial.As the author of Hospitable Leadership (2024) and other books, Laura de la Mar helps organizations embed lasting hospitality from within. Combining scientific insights, practical strategies, and powerful storytelling, she inspires leaders to rethink their role. This talk was given at a TEDx event using the TED conference format but independently organized by a local community. Learn more at https://www.ted.com/tedx
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