THE SMILE CONTINUES

Touchless and distancing adhered

Into hospitality and one thing that never changes is the warmth of the smile. During the initial days of our education into the ocean of hospitality we were taught to always wear a plastic smile24 x 7 and the word ‘always’ at personal best, itself sounded a little artificial. We even didn’t know something like this is natural and acceptable. One couldn’t assess the plight of the hospitality professional personal inhibitions who was wearing that tailored genuine smile. It is synonymous to the armed personnel who lead a all time dedicated, community and selfless regime. Our smile here and their dedication there, builds the solidarity. 

Talk about being a customer to any hospitality service and we will experience the smile which is the soul of Indian Hospitality nerves. Through a genuine smile from the heart, we express the acceptance of welcoming and accommodating someone mostly unknown. We express a feeling of ‘may I assist you’. We express the confidence that you are here and everything is going to be just fine. Sit back and be a party to us. We socialize and support one another adapting and adjusting to the change in the current nuclear, joint and bonding of family set up, but the oneness is here to survive.Our acceptance of one’s positive and negative attributes, builds the Vasudeva kutumbam. 

The first positive operational obstacle is the omni presence that is said to spread smile even by not being there. We have volume of studies and literature on communication and barriers to communication. One among it is the telephone etiquettes. This is the most casual, running and swift part of any conversation. Don’t have to be there, to be there. You are at your casual best to converse. Did we know the on-listener can actually feel the smile in our first acknowledgement, like the first impression? The Digital smile. One should assess the willingness to listen, help or share communication. You don’t have to record your own conversations but confess that when you spoke to someone and he or she was sounding busy, rude or not hospitable, it spoiled your mood though for a short while. Vice versa is also true. Formally stated, Newton's third law is: For every action, there is an equal and opposite reaction. It is important to respect the person's position, time, necessity and the one thing everyone can do is to keep a smile in your talk because more than the words, the tone and poise of our talk, builds the dialogue.

In the face of the lockdown, we have come across the next situational hurdle in advent of the unprecedented lockdown and to counter the spread of the virus, when the world is shying off from human communication; it is advised to wear face masks whenever engaged in social front. Though a sustainable and health conscious intervention, we need a curtain raiser to showcase our smile across the face mask to our athithi. Now this is interpreting professionalism at its core and unanimously declares we are the best at spreading smiles. The Perceived adept Smile. So the hospitality smile across the pardah is a challenge accepted through to maintain the social physical distancing and still show the world “The Smile Continues”. 

About The Author

Salla Vijay Kumar, a National Awardee is Sr.Lecturer with IHM Ahmedabad (An autonomous institute under Ministry of Tourism, Govt of India)

You can access all articles by the author at

www.hospemag.me/distinguished-contributors/salla-vijay-kumar