Feb. 11

Use Hospitality to Better Serve Your Community With These Free Tools


If you work at an organization serving people who are vulnerable, helping your clients feel comfortable and at ease can help you serve them better.

Catherine Ward, left, of Taproot Foundation gives 2013
Conference on Volunteering and Service attendees an
advance look at Hospitality + Service.

The challenge is figuring out how. We urge you to take advantage of Hospitality + Service – a new, free set of training guides developed by Hilton Worldwide, in partnership with Points of Light and Taproot Foundation.

The curriculum – which includes lessons you can use together or individually – is based on Hilton Worldwide’s belief that the same principles that make Hilton properties warm and welcoming to travelers can also help your nonprofit deliver on your mission. The Hospitality + Service workshops and leadership toolkit can enhance your clients’ experiences by giving you the tools, skills and knowledge to improve communication, create comforting environments and manage challenging situations.

“At Hilton Worldwide, we are guided by the vision of our founder, Conrad N. Hilton, to ‘fill the earth with the light and warmth of hospitality,’” says Jennifer Silberman, vice president of global corporate responsibility for Hilton Worldwide. "It is this vision that guides our company’s commitment to genuine, personalized attention to our guests. Exceptional guest service is key to our continued success as a hospitality company, and we believe that nonprofits can realize a similar benefit.”

Silberman adds, “At the heart of this program is our desire to leverage our expertise as a global hospitality leader to strengthen the communities where our Team Members live, work and travel.”

Hospitality + Service can work with all types of organizations, particularly those that are focused on providing service directly to clients, such as soup kitchens, shelters, job skills training centers, health clinics and community centers.

Priscilla Daniels, director of volunteer services at Bellevue Hospital Center in New York, recently led this training for hospital volunteers. She says, “Once the volunteers completed the training, they understood that hospitality is visual and their actions, gestures and reactions are very important in communication with our patients.”

The Hospitality + Service curriculum is organized into seven components, or modules. Each module includes three key elements: a Trainer Guide, a PowerPoint presentation to guide each lesson and complementary handout materials for participants. The curriculum is customizable and can be delivered as a one-day training; as short, stand-alone workshops; or as lessons integrated into existing staff or volunteer training sessions.

“Hospitality + Service has the power to transform our communities, as individuals served no longer see themselves as recipients of service but simply as part of their community,” says Tricia Thompson, vice president of training and consulting at Points of Light. “It is not good enough to do good; we must do good well. This is why Points of Light is grateful for the gift Hilton Worldwide has given to the sector as we work together to raise the bar of service through hospitality.”

In addition to the Hospitality + Service curriculum, the accompanying Hospitality by Design leadership toolkit, can help you build hospitality into your organizational culture from the ground up, helping your organization deliver more to your clients, strengthen your teams and build your reputation and impact in the community. Training materials are available online at no cost.

For more information about Hospitality + Service, and to find out where to download curriculum materials, please click here.

Hospitality + Service supports Hilton Worldwide’s commitment to Travel with Purpose™ and to provide shared value to its business and communities around the world. Together with its global partners, the company focuses on: creating opportunities for individuals to reach their full potential; strengthening communities where it operates; celebrating cultures and the power of travel; and living sustainably through the measurement, analysis and improvement of its use of natural resources. Visit for more information about the company’s corporate responsibility commitments.

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