From the customers’ perspective, it is easy to see why one hotel or restaurant might flourish over another; it usually boils down to the quality of service, all else being equal. If a manager and her staff are attentive, accommodating and efficient, it can make the difference between a mediocre experience and an excellent one. Customer orientation is a critical requirement for a successful career in hospitality management.
CEOWORLD Magazine contributor Todd Aitken writes, “The process of going about a career in hospitality is not that difficult if you’re passionate about the service and are willing to work hard. Hospitality is definitely one of the most rewarding, social, and thrilling career paths there is.” Aside from a capacity for hard work, the following three skills are essential:
Effective Communication
Communication can differentiate a smooth-running restaurant from a chaotic one. The manager must be an ace communicator to ensure a terrific customer experience. Capterra contributor Dan Taylor writes, “When you aren’t communicating, someone’s going to drop the ball, and your customer will be the one picking it up (and often attaching a complaint or bad review).”
Being able to communicate well can help you smooth over rough situations with staff and customers, keep staff on the same page, and understand and address any concerns a customer might have.
A Focus On the Customer
Customers are why hotels and restaurants exist. As the primary reason for their existence, customers should be the primary focus of anybody managing one of these establishments. Guardian contributor James Caan points out, “Customers are at the heart of the hospitality industry. No matter what service you provide, you need to have a clear group of individuals who would see a value added from your product or service.”
By its nature, a focus on the customer is also a focus on the staff. The staff are the ones interfacing with the customer most often. No matter how great your product is, if customers are met with sub-par service and sloppy staff, they probably won’t be interested in returning to your business or saying good things about it. As Caan notes, “Focus on creating a dream team of polite and friendly staff, and your customers will be sure to recommend your business to others and come back again.”
A Willingness to be Flexible
It should come as no surprise that hospitality management isn’t a typical 9-to-5 industry. The busiest hours at a hotel or restaurant are often the hours when everyone else is off work. This means you might be working long hours through the holidays, or be on call to handle the occasional surprise situation at night.
Hospitality management is a versatile and flexible career path that is well-suited to those who love interacting with people and taking charge of a team. You can find great satisfaction in providing customers with the best possible service and standing out in your industry.
Learn more about Southeastern Oklahoma State University’s online BBA in Hospitality Management program.
Sources:
Capterra: What Is Hospitality Management, and Is It the Career for You?
The Guardian: To Succeed in Hospitality, Focus on the Customer
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