The Power of Hospitality Intelligence: A Conversation with Dr. Godwin-Charles Ogbeide
- Dr. Eulanda Sanders
- Mar 27
- 3 min read
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In a recent episode of the iNNOVATION Insights Podcast, I had the immense pleasure of reconnecting with Dr. Godwin-Charles Ogbeide—a respected colleague, thought leader, and friend I have known for many years through our shared ties in the hospitality education industry. Our conversation delved into the heart of hospitality and leadership, and Dr. Ogbeide’s thoughtful insights left me inspired and grateful for the opportunity to showcase his groundbreaking work.
Passionate Journey into Hospitality
From the very beginning of the interview, Dr. Ogbeide’s passion for hospitality radiated. His professional journey began in his family’s restaurant business. Although initially pursuing a pre-medical track, he boldly shifted to hospitality and food science—ultimately finding his life’s calling. That de
cision, as he shared with us, has led to a fulfilling and impactful career.
Dr. Ogbeide is a recognized expert in hospitality leadership, service excellence, and what he calls “hospitality intelligence.” Throughout our discussion, he emphasized that effective leadership in hospitality is not about control or authority—it is about inspiration. A true leader, in his view, inspires others to work toward shared goals through trust, respect, and care, rather than coercion.
The Power of Nonverbal Communication
One of the most powerful themes of our conversation was the significance of nonverbal communication. As Dr. Ogbeide explained, hospitality starts with how we make people feel—even before a word is spoken. A warm smile, open posture, and eye contact can immediately signal that someone is welcome. Drawing from physiology, he shared how these nonverbal cues activate emotional responses that set the tone for service encounters.
Hospitality Intelligence: A Transformative Framework
We also explored how leadership is most effective when rooted in servant leadership principles. Dr. Ogbeide argued that hospitality leaders must genuinely care for their teams—not just focus on maximizing profits or efficiency. He stressed that empathy, kindness, gratitude, and genuine care are not soft skills—they are the backbone of successful leadership and service delivery.
This led us to his innovative framework: hospitality intelligence. This holistic concept includes communication, empathy, enthusiasm, respect, gratitude, and kindness—essentials for delivering exceptional service. Dr. Ogbeide believes this framework can be applied beyond hospitality, enriching leadership and service in healthcare, education, and finance.
Turning Mistakes into Moments: Service Recovery
Dr. Ogbeide shared expert insights into service recovery, explaining that the key is active listening and empathy when something goes wrong. Leaders should listen without defensiveness, understand the concern, and respond with care. Service recovery is not about being right—it is about restoring trust and leaving the guest or client feeling valued and respected.
Post-Pandemic Hospitality: A Shift Toward Empathy
Reflecting on changes since the pandemic, Dr. Ogbeide noted that discussions of empathy and emotional intelligence have become more prevalent. As a result, many organizations are beginning to adopt a more human-centered approach to service and leadership, which aligns perfectly with the principles of hospitality intelligence.
A concept Dr. Ogbeide is developing further is hospitable leadership. This idea asks leaders to model the hospitality they expect their employees to provide. When leaders care, communicate clearly, and treat others respectfully, they create cultures of trust and high performance.
Innovation Rooted in Humanity
When asked about innovation, Dr. Ogbeide defined it as the creation of something new—tangible or intangible—that improves life and work. His work, especially the development of hospitality intelligence, exemplifies this kind of meaningful innovation. It is about creating systems and experiences that are both impactful and human-centered.
As we closed the episode, I reflected on how much I had learned—and how these insights apply far beyond the hospitality field. Dr. Ogbeide’s work is a powerful reminder that true service, effective leadership, and genuine innovation all begin with how we treat one another.
If you seek a fresh, values-based approach to leadership, I encourage you to connect with Dr. Ogbeide. His message is timely, actionable, and transformative.
Stay curious, stay kind—and remember: innovation begins with people.
Keep innovating!
Eulanda
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