The hospitality industry is not all friendly when one understands the hot spot each employee has to go through when different tasks don’t get done and also when customers aren’t please. First of all, it might be said that the tourism is the world's largest industry today. Each 8 people of the world work directly or indirectly in this sector. A powerful industry with a lot of potential and new requests of demand is going to adapt for challenges day to day. Eco-tourism, nature tourism, as many of other selective types developed in industry are inevitable for new market challenges, as a way turned into a useful sustainability around. Annual direct contribution from tourism in the world has by WTO (World Tourism Organization) reached about 2,155.5 …show more content…
In terms of employment, the importance of the sector is even more pronounced. With 102 million people directly employed in Travel & Tourism in 2013 by The Comparative Impact of Travel & Tourism, tourism employs: 5 times more than automotive manufacturing, 5 times more …show more content…
The going green effect has been a challenge for hotels because now they have to find a way to contribute to the community in the help of saving the planet. We all know hotels as being high tech and up to date with impressing their customer but they are making the effort to assist in helping the community along with the environment. The labor cost is the biggest expense in the category of hotels. While managing labor expenses is important, hospitality managers are also aware that employees are an integral part of the lodging experience. The interaction between hospitality guests and employees has a dramatic impact on the customer experience and the success of the business operation. Therefore, a fine balance must be drawn between cost controls and guest satisfaction. Cultural issues have never before been such a crucial determinant of how a large hospitality should operate. In some Asian cultures, for example, eye contact is not sought, as it can make guests feel uncomfortable, while in Western tradition it is equated with openness and honesty. This could be important in defining how staff addresses themselves to certain Asian guests
Various definitions of tourism exist. Tourism is defined by Macmillan Online Dictionary as the business of providing services for those people travelling for holidays. Tourism has experienced continued growth over the years and diversification and has become one of the fastest growing economic sectors in the world. For countries like Australia, it has become one of the major contributing sectors in the economy generating large proportions of the national income and at the same time increase employment opportunities. The future is still bright for the industry in the country with possible future growth in expansion and diversification. The industry however has both the pros and cons impacts to various ranges of environments (Tourism Research Australia).
SCHEME OF WORK AUTUMN 2016 PROGRAMME: Pearson BTEC Diploma in Hospitality Management Level 5 UNIT CODE/TITLE: HNHM 103 – Customer service UNIT LECTURER: – Veeren Gowrea WEEK DATE Week 1 Tuesday 13.00-15.00 20 Sept 2016 LO1 Understand customer service policies within business and services contexts 1.1 discuss reasons for using customer service policies Policies: policies (structure, use, focus, customer requirements/expectations, product and service knowledge, consultation, confidentiality, customer perceptions and satisfaction, monitor customer service and satisfaction, influences affecting implementation, effective communication) Week 2 27 Sept 2016 1.2 discuss the purpose of evaluating a customer service policy, indicating how this can assist future staff training and development Evaluation: purpose; sources of
Enz, C. (2010). Hospitality Strategic Management. In C. Enz, Hospitality Strategic Management (pp. 303, 305, 311,312,314). Hoboken: John Wiley & Sons.
When you visit a Four Seasons, you can tell that every internal customers, or employees, genuinely cares about the wellbeing of the company. This starts all the way from the top, and has a ripple effect through the hotel. Isadore made this point clear as he toured his hotels, telling management at every level that “we can’t change employee behavior without changing ours.” This commitment to treating the employee as they deserved to be treated led to the great customer service that the Four Seasons is known
These customers are similar to patients who are often in pain but still have to wait for their medication. The patience I have developed will help me look past the hostility and sympathize with the patients who are in pain. Another valuable skill I’ve developed is how to work in a team efficiently. The restaurant environment relies heavily on the cooperation of the workers to maintain a smooth workflow. The host strategically seats the guests to maximize capacity and alerts the servers on arriving or finishing tables.
In this report the industry context will be analysed using three contrasting hospitality businesses. The contrasting hospitality businesses will be Wivenhoe House as a boutique hotel, Milsom’s, which describes itself as ‘relaxed bar/ brasserie and hotel’ (Milsoms, n.d.) and Novotel near tower bridge. The management structure will be compared in each of these three businesses and staffing deployment and operational characteristics will also be discussed. The three business’ products and services will be evaluated critically and recommendations will be given as well. Finally one guest satisfaction system will be chosen for each business and will be discussed to see if the system helps the business to respond to changing customer needs.
Effortless and friendly customer service is the service goal that any business in the hospitality industry is looking to achieve. What John showed in the story is a perfect example of this kind of service being accomplished and how well a business can flow when it is done. Not every mistake has to send the ship crashing, which it can, as long as the employees recover and make that the customers leave having the best experience that they can. This can be done by know what customer service is and how it relates to the modern hospitality industry, interpreting the key business needs for outstanding customer service by operational business types, knowing the legal accountability of a food service operation to its customers, and know trends based on historical data through using key demographic resources. Customer service is king in the modern hospitality industry, where according to many it trumps even food quality for being the most important.
In the food and Hospitality industry, Working with Colleagues and Customers is an important part of the job. Customer relations and interpersonal skills are the two most important skills that a person working in that industry will need to know about.
The service Intercontinental Hotels & Resorts gives to its customers is a one in a lifetime experience. As they remain on of the top luxury hotels in the world, many people come here with high expectations and their goal is to meet all those expectations that their customers have. In order to have all these expectations meet they must have a great work force that will represent their brand with loyalty and will deliver their vision to every guest. Every guest that a is a proud member of the hotel knows that the hotel works hard and stays on top of the competition when it comes to their customer service. If the company doesn’t remain on top of what their customers’ needs and want are they take the risk
The hotel industry is a competitive market where hotel management’s goal is to decrease the vacancy rate and to increase the customer return rate. On the other hand, hotel guests have certain expectations for hotel service, albeit they are often disappointed with one or more of many hotels properties that stretch from value and service to amenities [Heung, 2000, p.308]. In the age of the Internet, both
The type of investigation pursued will be an ethnographic qualitative research, in order to disclose share attitudes, principles, norms practice and values of the Hospitality industry using the Berkeley hotel as case study. A particular emphasis will be given on observing organisation’s culture and relationships throughout in-depth interviews such as: individuals’ backgrounds, interaction, conditions and policies. Following this, mini surveys questionnaires conducted inside the hotel will confirm the validity of the results. This will give also the opportunity to the author to conduct further analysis in relation to effective communication inside the hotel and its relation to the customers.
In the restaurant business unlike some other businesses, the first impression is the last impression and the impact of that impression is felt almost immediately in that, if the guest is not satisfied he or she is unlikely return and cause further damage by spreading the bad experience through word of mouth. More so, in the age of social media where news travels fast, an unprofessional behavior could even lead to a restaurant shutting down when an unhappy guest vents his displeasure using twitter or other food blogging sites. This starts to affect the reputation of the restaurant, which is hard to regain in a short time. Employee interaction with the guest or for that matter even how they handle an unpleasant or unreasonable guest can sometimes, although unfairly, severely damage the reputation of a restaurant. While most managers enjoy guest interaction and a positive environment, there are rules and procedures to be followed to avoid any kind of
This hotel include hotel jobs, resort jobs, restaurant jobs and other foodservice jobs, require constant positive interaction between individual employees and guests in order to establish a connection that will keep the business thriving. Hotel careers interviewed people at all levels of the hospitality industry to see what kept employees from leaving their jobs. Each of those interviewed said that maintaining a busy workplace, a certain comfort level, advancement potential, innovative feedback and addressing of employee's.
The frontal office of large hotels mostly uses a computerized system to manage the guest information and pass it to other departments in the hotel. The frontal office is made up of a team of people with each person having various responsibilities in handling the guests. For the small hotels front office, the reception desk may not be computerized and mostly the reception area handles all the guest information and also carries out other tasks such as showing guest to their rooms. In general the small hotels do not have a team of people or at times has very few people in handling the guests. (Bardi, 2006)
The negative impacts that tourism creates can destroy the environment and all of its resources which it depends of for survival. Tourism has the prospective to create and bring useful effects on to the environment by donation the environmental protection conservation.