By Selamawit Kidane
During a recent visit to one of Addis Ababa’s premier hotels, I was struck by a scene that revealed an essential yet often overlooked aspect of hospitality. It was midday, and the hotel’s front desk was bustling with guests from across Africa and the Western world, all waiting in line. Despite the sheer volume of customers—some impatient, some exhausted from long flights—the front office team remained composed, handling each interaction with remarkable calm and professionalism.
Intrigued, I approached a guest relations staff member and asked how she managed to navigate the unpredictable behaviors of such a diverse clientele daily.
“Our hotel’s reputation and location bring in a wide range of guests,” she explained. “It’s our job to ensure they feel welcome. As the first point of contact, the front office team carries an even greater responsibility to uphold the image of the hotel.”
From irate travelers venting frustrations unrelated to their stay to weary guests struggling with language barriers, the front desk serves as the epicenter of customer concerns. Yet, the team’s steadfast approach is rooted in one principle: maintaining unwavering calmness and gentleness.
“We want every guest to leave satisfied,” she emphasized. “Even when faced with unreasonable complaints, our goal is to win trust through patience and kindness.”
This philosophy aligns with widely accepted principles in the hospitality industry. Experts often highlight that a positive service attitude shapes a guest’s experience more than any physical amenity. As one industry study notes, hospitality is not merely about providing a service—it is about fostering genuine connections that make guests feel valued. In today’s digital era, where online reviews dictate success or failure, a single negative encounter can ripple far beyond the moment, influencing potential customers worldwide. Employees who feel respected and empowered, in turn, provide better service, reinforcing the cycle of customer loyalty.
The importance of gentleness, however, extends beyond the hospitality industry. Consider the broader social landscape. TripAdvisor and similar platforms rank businesses on a spectrum from “terrible” to “excellent.” While infrastructure and service quality matter, human interaction remains the most defining factor in these ratings. More often than not, people trust firsthand experiences over advertisements. This trust is built not just through efficiency but through genuine care—an attentive gesture, a warm smile, or a reassuring presence in moments of distress.
History and philosophy echo this sentiment. Johann Wolfgang von Goethe once wrote, “Nothing is so strong as gentleness, nothing so gentle as real strength.” Plato, too, recognized that kindness is not just an action but an attitude—a way of engaging with the world.
Outside the business realm, I often witness profound acts of gentleness in everyday life. A stranger offering me a better seat at a restaurant, a shopkeeper greeting customers with genuine warmth, or a taxi driver taking the time to assist an elderly passenger—these seemingly small moments contribute to a culture of kindness that is deeply embedded in Ethiopian society.
Years ago, during a trip beyond Addis Ababa, I found myself in places where I did not speak the local language. Yet, the kindness I encountered remains one of my most vivid memories. People extended hospitality with no expectation of reward, demonstrating that gentleness is not merely a business strategy but a foundational virtue in human connection.
The hospitality industry may have mastered the art of kindness for financial gain, but what if we, as a nation, invested in gentleness not for profit, but for peace? Imagine the dividends: stronger relationships, more cohesive communities, and a society built on trust and respect.
In business, gentleness maximizes returns. In life, it forms the bedrock of harmony. Perhaps it’s time we saw it not as a tool for commerce, but as a national ethos—one that holds the power to transform both our interactions and our future.
