Hospitality is the act of kindness in welcoming and looking after the basic needs of customers or strangers, mainly in relation to food, drink and accommodation. In broad terms it can be said as “the relationship between a customer and a host”.
MAIN OBJECTIVES REQUIRED:
- Making the guest feel welcome personally–
This requires both a friendly manner from your side towards the guests and an atmosphere of “liberty and good will” among the people who work with you in serving the guest. That often translates to an organization in which workers get along well with one another.
- Making things work for the guests-
Everything needs to be clean and in working order before the guests step foot on the establishment. A hospitality system requires a lot of work and the manager must see that it is done properly and maintained at all times.
- Making sure that the operation will continue to provide service and meet its budget-
As a hospitality manager, the key to achieving the above objective lies in achieving a controlled profitable operation. A better term to describe this management concern could be “conformance to budget”.
SUCCESS OF THE SERVICE:
- Focus on the guest
- Understand the role i.e. duties and responsibilities of being a manager
- Weave a service culture into education and training systems
- Thrive on change
MAIN KEY POINTS:
- Make eye contact
- Respect and welcome all guests
- Value the magic
- Initiate guest contact
- Creative service solutions
- Always start with a “hello!! Welcome sir!!”
- Always end with a “thank you”
- Apathy (absence of passion)
- Brush-off (to ignore or behave coldly)
- Condescension (lack or respect)
- Rule book
- Runaround (forming false excuses)