As hundreds of hotels & restaurants permanently shut their doors every month in America, it's becoming more difficult for struggling operations to survive. The Lodging & Hospitality Group offers customized services that surround you & guide you to consistently & constantly provide positive authentic hospitality to your staff & your guests. This will ultimately result in saving your small business & your employees' jobs.

The sole purpose of The Lodging & Hospitality Group is to help hotels & restaurants survive & thrive by guiding owner / operators to consistently & constantly provide positive authentic hospitality to their employees & their guests.

Our Services Are Specifically Designed for:

Our Purpose Is Our Process:

1st: Benefits Employees

Providing Hospitality To Your Team Will Improve Moral & Sets The Tone For How They Will Treat Their Guests. Thus, Happy Employees.

2nd: Benefits Guests

Providing Hospitality To Your Guests Will Attract Repeat Visits & Exceed Your Guest Expectations. Thus, Happy Guests.

3rd: Benefits Owner / Operator

Improving Guest Experiences Will Significantly Improve Bottom Lines.

4th: Benefits Community

Great Hospitality Attracts People To Visit, Work and Even Live In Your Neighborhood.

5th: Pleases God

Enhancing Your Hospitality Is A Personal Self-Improving, Repeatable, Cyclical Process & Journey.

Our Process For A Winning Successful Operation:

1. Hire The Right People

Hire Only Those People That Possess Authentic Positive Hospitality.

2. Treat Your Employees With Authentic Positive Hospitality

Provide Your Employees With The Absolute Best Authentic Positive Hospitality.

3. Encourage, Inspire & Train Your Employees To Provide Their Guests With Authentic Positive Hospitality

Promote & Curate A Culture Of Constant & Consistent Treatment Of Great Hospitality Towards Their Guests.

When looking to survive, fixing hospitality has the greatest impact and difference compared to fixing your food, amenities, cleanliness, facilities & even services. Plus, it doesn't cost you anything to do it.

What Is This Notion Of Hospitality?

  • It is how an individual makes other people feel
  • It can be positive and good. It can be negative and bad. Or it could be nothing at all
  • It is how an individual or group of individuals are treated in a culture or community
  • It must be consistent and constant. It must never waver
  • It is how we personally engage & interact with each other
  • Hospitality (good or bad) exists in homes, business operations, organizations, neighborhoods, towns and even states
  • Service is not hospitality.  Service is just the mechanical systematic process, while hospitality is the soul & the spirit of your operation
  • Service without hospitality is merely just a transaction in a cold building
  • It is the humanity that brings us all together
  • Service is what we do FOR our guests while hospitality is what we do WITH our guests
  • It is the smallest moments in time & the smallest things that people do
  • We forget great service but we always remember hospitality, good or bad

What Is This Notion Of Positive Hospitality?

  • It makes one feel good
  • Kindness, love, peace, respect, happiness, friendship, good-will
  • It is the act of caring & welcoming of a visitor, guest or stranger
  • It gives us the feeling of belonging
  • It is always generous & thoughtful
  • It is only achieved by serving with all of your heart & soul
  • This happens very seldom even in the ‘hospitality’ industry, almost becoming extinct
  • It must always be provided to all employees & guests to guarantee their respectful retention
  • The authenticity of positive hospitality is only found in the feelings of the recipient.  If you fake it, they’ll see right through your act

What Is This Notion Of Zero Hospitality?

  • It makes one feel nothing at all
  • It Is like dealing with a robot
  • This happens a majority of the time even in the ‘hospitality’ industry due to desire for higher profits and a result of over-bearing procedures
  • You won’t remember your experience tomorrow

What Is This Notion Of Negative Hospitality: (aka: Hostility)

  • It makes one feel bad
  • Wrath, anger, ill-will, hatred, war, antipathy & total absolute disrespect
  • Un-trained employees sticking to the ‘rules’ can be a great source of negative hospitality.  For example:
    • A busboy yelling at you because you’re not wearing a mask
    • Being arrested on a golf course because you’re not wearing a collared shirt
    • Not allowing you to check-in because you aren’t vaccinated against covid-19
    • Rude comments, dirty looks, bad attitudes


William J. Bilo, Jr.

Founder & Entrepreneur

Office Phone:

(800) 570-6950


Office Address:

The Lodging & Hospitality Group, LLC

160 Conemaugh Street, Blairsville, PA 15717