Hospitality industry is always
seen as fun, frolic and enjoyment industry. Be it touring some destination or
enjoying a park or partying in a hotel’s restaurant or party lounge, it is the
celebration always. Now it is up to you what you want to celebrate. You have
whole list for celebration. Some enjoy Malls, Theaters, Food, Exhibitions,
Meetings yet some others celebrate relaxing and celebrating in natures lap. For
many it is the time to talk to world and appreciate and for some it is talking
to self, introspect and rejuvenating in the whole process.
But this entire experience can turn
sour, if any of the links is not in its right shape. Customers idea for celebration is, ‘Just
perfect, nothing less than this’, after all he is ready to shed his hard earned
money for the experience only.
Hence service provider has to act
intelligently. The key to success in hospitality business is:
-
Quality
-
Timing
Quality then is a relative term.
Quality we mean here is service quality.
What does quality depend on?
Quality depends on raw materials,
infrastructure to support, skills to produce quality product or service and genuinely
enthusiastic approach. Producing quality is teamwork. Single person cannot
achieve quality standards for the organization in hospitality business. After
all it is human touch which makes hospitality business so special, so
personalize. One person cannot be present everywhere and doing everything, we
know skills differ. But one can create an environment which produces quality.
Mostly in hospitality business it
is human product. When I say human product I mean it is a pleasant smile,
everlasting enthusiasm, friendly behavior, compassion and right communication
for the work. Language is an added advantage in this process; it’s not a
barrier at any point of time for hospitality business. So, one should be
motivating and human towards others. A stress free employee produces desirable
results and it is organization’s environment that helps one to be de-stressed.
Create value and culture at work that will last long. Money is helpful for
motivating people for some time, but it’s not all. When we say human, we cover
both man and woman, both are equally suitable for the hospitality business, no
one replaces other. It is after all being hospitable towards your guest.
But right question here is where
this motivated workforce is available?
In recently held 21st Century
Hotel Industry Summit in Hangzhou, China, June month, Du Hongxin, general
manager of the Dragon Hotel in Hangzhou, said that many hotels urgently need
professional staff members, but are finding it even more difficult to recruit
excellent employees as the demand for hotel professionals increases. They noted
that salaries and welfare are not the only criteria for employee retention
because many young workers want to improve themselves and view professional
training as crucial. Marriot International Group has begun a 24-month employee
training program called "The Sail" in China, while Shanghai Peninsula
Hotel in cooperation with Britain's Institute of Hospitality recently concluded
an 18-month training initiative for 20 employees in Shanghai.
Right timing is another very
crucial factor. In a fast paced world where information is doubling every two
year, customer choices and expectations are also developing fast. Are we moving
so fast? Indian Export tops in Apparels and Fruits. But our export share is
decreasing every time. Indian market takes time to deliver goods (almost three
months) whereas business demands fast delivery (within two weeks). Hence the
business shifts. The lead time for hospitality services should be reduced. A
hospitality customer wants readymade solutions at the destinations by service
provider. He is not interested to pack his stuff and carry the load. Where is
relaxing in carrying and arranging stuff at unknown place?
So, whole lot of things to do to make
an experience memorable for your customer. Take a leap forward, and be
ambitious like Sir Richard Branson, ambitious to develop the first space hotel.
Hospitality industry is thus
amazing industry which connects to people and mind it, it offers great perks
too.
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