Please Hold for Applause: Your Lobby Is a Stage. The Theater of Hospitality S1E9a

Hospitality is theatrical performance where every guest interaction requires both scripted elements and authentic improvisation. Disney pioneered this approach decades ago with their "on stage" and "off stage" concept that transforms how staff approach their roles.

• Uniforms function as costumes that signal role and create expectations
• Great staff need both scripted lines and improvisational ability
• Back-of-house areas should be treated as "green rooms" where staff can recharge
• Environmental elements like lighting and sound are crucial to maintaining immersion
• Effective hospitality balances performance with genuine empathy
• Staff need to be trained as performers, not just task-completers

Want to train for the world's greatest stage? Come study with us at the University of Arkansas Hospitality Management Program. We know the spotlight's real and we'll help you own it.

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