Why I always focus on face-to-face conversations in my sessions.

This week, over tea at Raffles Dubai with Yasmine JTIOUI , Head of People & Culture, we spoke about something that’s been on my mind ever since.

In hospitality, communication often slips into scripted smiles and rehearsed lines. But the truth is, guests can always tell. They don’t remember the “perfect phrase”; they remember whether they felt seen, valued, and genuinely cared for.

That’s the real work of hospitality. It’s not about saying the “right thing.” It’s about tuning into the other person’s energy and creating a moment that feels human, not robotic.

This is why I never start training sessions with a list of standard responses. Because the moment you’re face-to-face with someone, no script can replace presence.

Communication is less about words. More about intent.

Why Face-to-Face Changes Everything

When someone walks up to your desk, they’re bringing their whole day with them, their energy, their concerns, their mood. You can see it in how they stand, how they speak, what they’re not saying.

Scripts work great for phone calls where it’s just voices and transactions. But when you’re face-to-face? That’s a completely different conversation. The guest can see if you’re genuinely listening or just waiting for your turn to recite the next line. They can feel when your response doesn’t match what they actually need.

What I Actually See Happening

Here’s what I notice when people rely too heavily on scripted responses:

Their smiles look practiced instead of genuine. Their body language stays the same regardless of who’s in front of them. They give the same solutions to different problems without considering that each guest is dealing with something unique.

Last week, I watched a concierge give the exact same restaurant recommendation script to a young couple on vacation and a business traveller eating alone. Same words, same enthusiasm, completely different needs.

The Real Conversation

So in my sessions, we practice reading people instead of reading scripts. We talk about:

Matching energy: If someone approaches your desk looking stressed, your response should acknowledge that, not bulldoze through it with standard cheerfulness.

Listening for the real question: Sometimes “Can I extend checkout?” actually means “I’m dealing with a flight delay and I’m anxious.” Your response should address both the practical need and the emotional one.

Trusting your instincts: That pause before you respond? That’s where the real hospitality happens. Use it to think about what this specific person needs from you right now.

Why This Actually Matters for Your Career

The hospitality professionals who get promoted aren’t the ones who memorize procedures best. They’re the ones managers trust to handle anything that comes their way, even if it’s not in the handbook.

In interviews, when someone asks about a challenging guest situation, they’re not looking for you to recite policy. They want to see that you can think, adapt, and still make people feel cared for when things get complicated.

Starting Small

Next time someone approaches you, try this: before you say anything, take a quick second to really look at them. What’s their energy like? What might they need beyond what they’re asking for?

It’s not about having perfect responses. It’s about having real conversations.

Because honestly? Guests can tell the difference between being served and being seen. And in an industry where people have endless choices, being seen is what makes them come back.

Love,

Ridhi

P.S.

I’m curious, have you ever had a guest interaction where you threw the script out the window and just had a real conversation? What happened? Those moments usually teach us more than any training manual ever could.

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