Rethinking Hospitality in Dentistry

What if your practice had a Chief of Hospitality? Someone whose sole job was to make sure patients had an incredible experience every time. I’m not talking about coffee or tea in the waiting room, or a warm greeting, although that’s part of it. I’m talking about something much deeper—someone whose job is to make every single person who walks through your door feel special, welcomed, and valued.

The Heart of Hospitality

One of the most important positions in my practice is the person who meets you at the door. They greet you by name. They make sure you're comfortable. They help you feel like you belong. This isn’t just about being nice. It’s about creating a culture—one where hospitality is at the heart of everything we do.

In many offices, hospitality is an afterthought. It’s not trained, it’s not prioritized. But what if it were? What if we treated it like we treat sterilization, or our clinical procedures, or our financial protocols?

Hospitality Is a System

In our office, we train for hospitality. It’s part of our onboarding. It’s a real role, with accountability and intention. And when we started doing that, everything changed. The energy changed. The patient experience changed. Our team changed. And our reviews reflected that.

Patients began telling us, “This is the most welcoming office I’ve ever been to.” “I felt cared for the second I walked in.” “You made me feel like I mattered.”

That’s what hospitality does. It builds trust before you even pick up an instrument. It creates connection. It makes people want to come back—and want to refer others.

From the Front Desk to the Operatory

Hospitality doesn’t stop at the front desk. It carries into the operatory. It’s the assistant who remembers your favorite pillow. The hygienist who notices when you’re nervous. The doctor who takes a moment to sit eye-to-eye before beginning.

It’s not about adding more tasks. It’s about shifting the mindset. Everyone on the team should be thinking: How can I make this person feel seen? How can I reduce their fear? How can I be the best part of their day?

Treating People, Not Patients

When we treat people—not patients—we create experiences that go far beyond clinical excellence. And in today’s world, that’s what sets you apart.

So ask yourself: Who’s your Chief of Hospitality? And if you don’t have one, what would it take to create that role in your practice?

Be the gift, everyone. And have a great day.