Hospitality Daily Podcast How Chris Gilbert is Humanizing Government Through the Power of Hospitality
Aug 2, 2025
Chris Gilbert, CEO of Springfield Township in Ohio and founder of Municipal Hospitality Advisors, shares his visionary approach to blending hospitality with local government. He reveals how turning transactional leadership into meaningful experiences fosters a people-focused culture. Listeners will discover the power of empathy and interpersonal connections in public service. Chris discusses strategic hiring, innovative onboarding programs, and how small acts of kindness can transform citizen experiences, ultimately enhancing community trust and engagement.
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Birthday Dinner Inspiration
- Chris Gilbert was inspired by a restaurant owner who sent him a thank-you text after dinner, creating a lifelong customer relationship.
- He applied this hospitality principle to local government to make residents feel valued and seen.
Hospitality Creates Lasting Feelings
- Hospitality creates memorable emotional experiences that stick longer than the service itself.
- Government can use hospitality to make residents feel valued because everyone lives somewhere and deserves care.
Hire & Empower Staff for Hospitality
- Hire for hospitality by gauging if candidates understand and embrace hospitality in interviews.
- Empower staff to be "on brand" by allowing them the freedom to take care of residents creatively, even if it means being off their assigned tasks.