Why is hospitality important in businesses?
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’re not expecting that 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 a Forbes 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?’”
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.
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