Kelvin Kong asked:
The hospitality industry is without question one of the biggest industries worldwide. There are always leisure travelers and businessmen checking in and out of hotels everywhere, every day. But what actually drives the hotel business? It is made up of so many different professions, but it all boils down to one thing: service. That’s why each and every member of the hotel staff is a valuable asset.
The focus of hotels, essentially, lies in providing excellent service. It is very easy to say and to commit to giving the best service possible, but it isn’t an easy undertaking. There’s too much dependence on technology, like when attendants put too much stock in performing tasks on the computer. The personal contact is lost. Still, hotels put a premium on the education and training of their service staff. Having well-trained personnel is the key to achieving success in service.
Given that argument, it’s no wonder that many people hold the quality of a hotel’s service staff in high regard. For an excellent example of the effectiveness of having staff with character, one only has to look at The Egerton House Hotel, currently reigning over all London hotels when it comes to guest ratings. That’s a stunning feat, considering the size of the luxury hotel (30 rooms). Guests praise the character and the appeal of the personnel, leading to a very relaxing atmosphere that is a great contributing aspect to the overall hotel experience.
People who stay in hotels either are on vacation, taking a break from the monotony of their respective lives, or on business. That’s why it is only natural for hotels to provide as much of a stress-free environment as possible. The term “rest and recreation” can’t be more appropriate in the context of the hotel industry and its role in serving its clientele.
Even so, hotels can become quite unsettling for many, thanks to an overbearing attitude or some semblance of coldness from the staff. These are some of the “Deadly Sins of Service” that Karl Albrecht pointed out in his book entitled “At America’s Service.” These things are unbecoming of hotel staff, and make the hotel experience rather disappointing for many.
Some may have substandard staff, but there are also those who are quite notable for going beyond the call of duty. Some hotels take great pains to ensure that guests have the perfect stay, putting a premium on personalization and finding a way to put a unique twist to the standard hotel fare. The staff plays a big role in this undertaking, from the top-level marketing officers to the interior decorators down to the janitors.
The hotel staff is definitely an indispensable piece to the complex mechanism that makes hotels work and succeed. Sometimes, it’s not enough for the receptionist at the front desk to smile and say “Hi.” Guests at hotels value going the extra mile, surpassing the high standards placed on the service of the hospitality industry. After all, cultivating good relations with the guests is definitely a plus for the hotel.
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The hospitality industry is without question one of the biggest industries worldwide. There are always leisure travelers and businessmen checking in and out of hotels everywhere, every day. But what actually drives the hotel business? It is made up of so many different professions, but it all boils down to one thing: service. That’s why each and every member of the hotel staff is a valuable asset.
The focus of hotels, essentially, lies in providing excellent service. It is very easy to say and to commit to giving the best service possible, but it isn’t an easy undertaking. There’s too much dependence on technology, like when attendants put too much stock in performing tasks on the computer. The personal contact is lost. Still, hotels put a premium on the education and training of their service staff. Having well-trained personnel is the key to achieving success in service.
Given that argument, it’s no wonder that many people hold the quality of a hotel’s service staff in high regard. For an excellent example of the effectiveness of having staff with character, one only has to look at The Egerton House Hotel, currently reigning over all London hotels when it comes to guest ratings. That’s a stunning feat, considering the size of the luxury hotel (30 rooms). Guests praise the character and the appeal of the personnel, leading to a very relaxing atmosphere that is a great contributing aspect to the overall hotel experience.
People who stay in hotels either are on vacation, taking a break from the monotony of their respective lives, or on business. That’s why it is only natural for hotels to provide as much of a stress-free environment as possible. The term “rest and recreation” can’t be more appropriate in the context of the hotel industry and its role in serving its clientele.
Even so, hotels can become quite unsettling for many, thanks to an overbearing attitude or some semblance of coldness from the staff. These are some of the “Deadly Sins of Service” that Karl Albrecht pointed out in his book entitled “At America’s Service.” These things are unbecoming of hotel staff, and make the hotel experience rather disappointing for many.
Some may have substandard staff, but there are also those who are quite notable for going beyond the call of duty. Some hotels take great pains to ensure that guests have the perfect stay, putting a premium on personalization and finding a way to put a unique twist to the standard hotel fare. The staff plays a big role in this undertaking, from the top-level marketing officers to the interior decorators down to the janitors.
The hotel staff is definitely an indispensable piece to the complex mechanism that makes hotels work and succeed. Sometimes, it’s not enough for the receptionist at the front desk to smile and say “Hi.” Guests at hotels value going the extra mile, surpassing the high standards placed on the service of the hospitality industry. After all, cultivating good relations with the guests is definitely a plus for the hotel.
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