Perceptions of hospitality and safety are two sides of the same coin

Abstract

Entering a building is a ‘moment of truth’ and may invoke feelings of hospitableness. Physical environments and staff behaviour deliver ‘clues’ that may result in the experience of hospitality. The focus in a reception area may be on mitigation of risks, or on a hospitable atmosphere, with either a host or a security officer at the entrance. However, the division of tasks to either the pleasing host or the controlling security officer to a certain extent disavows the overlap between perceptions of hospitality and safety. This exploratory qualitative study combines a group interview with three managers responsible for hospitality and security in reception areas and Critical Incidents by staff and visitors (N = 51). Thematic coding was based on The Egg Aggregated Model and the Experience of Hospitality Scale. Results show that hospitality and safety are indeed two sides of the same coin. Usually people do accept security measures, provided that staff act in a hospitable way. A lack of security measures may seem ‘inviting’, but also decreases the perception of care for your visitor, and may cause uncertainty and therefore decrease comfort. A correct risk perception, flexible appliance of security measures, and a friendly approach connect aspects of ‘safe’ and ‘hospitable’ sentiments.