The hospitality industry is highly competitive and the interaction between staff and guests is critical we human beings communicate all day every day we spend our working hours sending or receiving messages: speaking, listening, writing, reading, pushing keys on computers. Since we communicate so much, we ought to be pretty good at it. But we’re not. As hospitality worker we need to communicate successfully not only with the customers but also with our co-worker. It is important to develop literacy within the workplace and assist employees in improving their ability to become effective communicator using the Standard English in written and oral utterances.
They priority the needs and wants of their costumer’s that’s why they need to hire competent employees who will work as a team, responsible and trustworthy. A team member should possess sharp skills to really listen to what they’re asking for and satisfy their needs. The employees in your team should have mastered the art of listening, and are able to respond to guests’ questions, comments, and concerns accordingly. Each hospitality industry employee must have an authentic sense of enthusiasm in order to give guests the best experience possible when they visit. Hospitality is way to how to accommodate your guest and have a relation between customer and employee.When we say hospitality industry we are talking to the companies or in a organization that can provide food,
Sustainability is one of the most important issues currently facing our world.The hospitality sector has historically had a dramatic environmental impact through energy and water consumption, use of consumable and durable goods, and solid and hazardous waste creation. Hotels consume energy for HVAC operations, lighting, fuel and other power needs. Water is used for bathrooms, F&B, and laundry, as well as other general operations (irrigation, cleaning and maintenance). Waste is generated by the disposal of paper, batteries and bulbs, furniture, equipment, appliances and more. Within the hospitality sector, energy costs may only be a small percentage of turnover, but reducing them can directly increase
The research paper aims at looking at the importance of service quality and customer satisfaction. It concentrates on what factors define quality of service according to customers and discovers through interviewing 50 guests at the 5-star Intercontinental hotel in Australia that the most looked at aspects of quality service according to customers and the things that many customers consider when weighting whether or not they were satisfied with the quality of the services is mainly dependent on but not limited to; service security which involves the ability of the hotel to make it customers feel safe and secure while in the hotel. Thirdly, the service scape which deals with the ability of the hotel to create a conducive atmosphere through the company’s facilities, personnel and structures. Fourthly is the service competence that deals with the hotel possessing specific range of ability, skills and knowledge? Fifthly,
These companies have focused intently on what they know appeals to the type of customers they want to attract, and have determinedly concentrated on delivering what is expected every time. The hotel focuses on a few important aspect such location, premises, service and the product of service offer. Besides that, would also be satisfaction. The level of satisfaction that a guess needs is way too high to be reach by the hotel. Every guest that walks into the hotel has its own level of expectation that the hotel need to reach.
Customer service is vital for establishing and maintaining a loyal customer base. An excellent customer service culture is an essential part of a successful business or organisation. Quality products and competitive prices will take the back seat if your employees do not meet the expectations of your customers. Retaining customers will become a headache with rude and inexperienced customer service staff, ultimately leading to a drop in sales. Existing customers will take their business elsewhere, why patronise an organisation that has no regards for its customers?
The process by which customers evaluate a purchase, thereby determining satisfaction and the likelihood of repurchase, is what is important to all marketers but especially to service marketers because, unlike their manufacturing counterparts, they have fewer objective measures of quality by which to judge their productions. In the operating-hospitality sector, customer research is still lacking, with most feedback from the customers discussing the experience they had at the time. Today, service quality is approached in the hospitality industry by not only management staff collecting information at the table based upon the customer experience, it now can consist of determining the degree of satisfaction of the user of the service. You are asked to fill out a short survey at the end of each transaction whether it’s directly at the site or via email which can be found at the end of your receipt. In the hospitality industry, a lot of different services are being offered to customers, the impact comes back to the quality performance of the service, making it more difficult to measure.
The efficiency and effectiveness of hospitality enterprise is determined by how the interior design is been packaged. Every design aspect from flooring to the ceiling, a tiny furniture piece, a cushion duvet or a colour tone affects the total atmosphere in interior. Lighting and colour pallet is the rhyme utilized in hospitality interior design. As indicated in softroom studio profile(2014) the feelings of the user and his mentality influenced via the colours in hospitality interior design. All human beings start on the first need and upward push to the better needs as the prior ones are satisfied.
External factors: Various external factors on which the service-providers have very less or no control makes it almost mandatory to ensure the quality in this industry. After having a know-how of the various challenges of this industry it becomes quite obvious that why there is the need of quality in such an industry which is celebrated for high revenues. Importance of Quality in Travel and Tourism It is needless to state the importance of quality in any industry, but whenever we are talking about the travel and tourism industry this importance grows manifold. An industry which is not only highly competitive but also having low-barrier for entry itself intensifies the importance of ensuring quality to match the expectations of the customers. There are various factors which underline the importance of quality in this industry.
Since, business operating in hospitality industry is mainly service oriented which is the crucial aspect that creates market value of the firms. However, the sales from the inventory and other aspects are not denoted with the costs of goods but rather depreciation expenses. The nature of operation affects the expenses and revenue generating streams of the company due to which there are different ratios than that of other financial ratio. However, even the ratios used in the hospitality industry are difficult to understand because of its cost control methods and purchasing procedures that impact the revenues, forecasting and other scheduling (Johathan, 2005). Therefore, the services and products offered by a firm in a hospitality industry are different due to which they are more likely to fall in different segment of hospitality industry depending on the revenue streams of the companies.