Hospitality is one of the world’s fastest-growing industries, but how does one stand out? Whether you are opening a hotel, restaurant, private resort or a casino, there are key rules you have to follow. Good service and efficient hospitality are key to any business. Here are three useful tips on how to provide excellent hospitality.
It ensures you gain loyal customers
In the hospitality industry, the customer is always your focus. They are at the heart of hospitality, and can often make or break a business. To elaborate,a satisfied customer will tell three of their friends, while an angry one will tell 3,000. When a customer pays for a room or a meal, it’s much more than that –they’re paying for the experience, the atmosphere and the service.
Providing excellent customer service will see you gain loyal customers that’ll help your business grow. Consider the perspective of the customer.Look at how it impacts overall service and hospitality. Get to know their names, understand what makes them tick and create a bond.
Good hospitality will separate you from the pack
There are millions of hotels, bars, resorts and other hospitality-focused institutions out there, but there is always room for a good product. Therefore, ensure you have a clear plan and execute it accordingly. If you want to run a successful customer-facing business, particularly in hospitality,you want a dream team of proactive, polite staff members.Additionally, focus on a particularly exciting and/or unique part of your business, and ensure you demonstrate this to your customers.
However, it’s not just enough to provide excellent customer service. In order to make yourself stand out from the pack, you need to go above and beyond. Customers expect good service and good experiences –it’s what they’renot expectingthat will truly give your business a boost.
“Every single day I ask my staff about what you might call good customer service,” said Ricard Casimiro in aForbes interview. Ricard is Director General of Hotel Eurostars Grand Marina. “But what we’re discussing, really, is engagement with the guests. I’m not asking my employees ‘did you put the doily under the glass?’. I’m asking “did you find out how your guest was feeling and work on making a connection with them?’”
Modern hospitality isn’t simply about defining a standard and delivering it,it’s the art of understanding customer needs and expectations – then exceeding them. At a time when we have more data than ever on those we serve, it’s important to make the service personal, connect with people, remember what they liked and form a relationship.Let your customers help you define your standards.
It will help your business grow
Excellent hospitality means excellent growth. Recent reports show that, in the USA,86 per cent of adults are willing to pay more for a better customer experience. It is also important to be open to suggestions – being in hospitality means customers will offer them.Show you are flexible and approachable by always listening. Incorporating ideas from others is a key strategy for growth and creating a positive impact.
No one is closer to your hotel experience than your customers. They live it, and for the time they are with you, are in it from start to finish.It’s your job to make every single touch point remarkable and positive, and you can’t do that without listening to them. Their feedback is the most valuable asset you have, it’s an insight into the user experience that otherwise would cost thousands to discover.
It especially important to review feedback, as employees are often too close to the experience to understand it – you’re too busy delivering the service day-in, day-out. It’s important to action both positive and negative feedback asthe areas your hotel is weakest in offer the greatest opportunity to improve hospitality levels. If you’ve built those strong relationships we talked about earlier, then your guests are more likely to be open and constructive in their feedback, rather than jumping on Facebook to tell those 3,000 people about the issue they encountered.
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Alright, let me dive right in. I've spent years in the hospitality industry, from managing hotels to consulting for renowned resorts. One thing I've learned is that providing exceptional hospitality is not just a choice; it's a strategic necessity in a rapidly growing industry. Now, let's break down the concepts used in this article.
Firstly, the focus is on the importance of customers. In the hospitality realm, they are the lifeblood. The article rightly emphasizes that satisfied customers become your brand ambassadors, while dissatisfied ones can have a detrimental impact. This aligns perfectly with the well-known concept in the industry that customer experience is key. It's not just about selling a product or service; it's about crafting an entire experience for the customer.
The article suggests getting to know customers personally, understanding their preferences, and creating a bond. This taps into the idea of personalized service, a trend that has gained immense traction in the hospitality sector. Knowing your customers' names and preferences is no longer a luxury but a standard practice.
Moving on, the article touches on the need to stand out in a saturated market. This echoes the concept of differentiation, a fundamental business strategy. In hospitality, this involves not only providing excellent customer service but also going above and beyond expectations. The emphasis on creating a unique aspect of your business aligns with the idea of finding a niche or a unique selling proposition (USP).
The mention of engagement with guests as opposed to just delivering a service resonates with the modern approach to hospitality. It's about creating connections, making experiences memorable, and exceeding expectations. This aligns with the shift from traditional service delivery to experiential hospitality.
Finally, the article delves into the importance of customer feedback. This is a cornerstone in the industry. The concept of continuous improvement is well-entrenched, and customer feedback serves as a valuable tool for understanding strengths and weaknesses. It's not just about addressing complaints but also leveraging positive feedback to reinforce and enhance what your business is doing well.
In essence, the article encapsulates the core principles of modern hospitality: customer-centricity, differentiation, experiential focus, and a commitment to continuous improvement based on customer feedback. These principles are not just theoretical; they are the practical foundations for success in the dynamic world of hospitality.
