Dismantling the industry

Many elements of the hospitality “industry”are built on systems of racism and marginalization. In commodifying hospitality, we have reduced service to a role assigned to “inferior” people for inadequate, often exploitative, wages. In order to reclaim the transformational power of hospitality, we must take apart these systems and replace them with spaces of mutuality where individuals are seen and respected as equals; where hospitality training and skills are acknowledged, invested in and compensated equitably.

Read more about the kind of transformational hospitality we are always striving to embody:

Historically, hospitality work has been organized around the nonsense proposition that the “Customer is always right” meaning money and power equal the right to determine reality for yourself as well as those around you. Transformational hospitality welcomes guests into a space created with intention and love by professionals who are there to enable and enhance the experience of their products.

Historically, hospitality workers have been valued for conduct like discretion, flexibility, congeniality, agreeability, obedience — all qualities reinforcing deference and subjugation to those with power. Transformational hospitality values workers who are trained, skilled and talented professionals equal to those they welcome and serve. They boldly share their knowledge and ideas. They have agency and power in their profession. They hold to their own moral code.

Historically, hospitality uniforms have been a dress code differentiating the hierarchy of people in a space for the purpose of efficiently assigning work and identifying those in service. Transformational hospitality uniforms are designed to support the professional needs and tools of workers -- adapted and embellished to celebrate their identity.

Historically, hospitality jobs have been offered discriminately and worker’s needs or life experiences considered irrelevant and secondary to their their scheduled hours or a client’s needs. Transformational hospitality workers are hired according to transparent job openings and job descriptions. Their needs and responsibilities outside of work are respected, accommodated and supported wherever possible.

Historically, hospitality work has been compensated by tipping, a legacy of slavery that rewards performing to the whims of a client with indeterminate amounts of money. Transformational hospitality replaces tipping with product and service pricing that supports equitable worker wages and hours. Training and professional advancement are available to all workers and wages grow to acknowledge these skill sets.