Providing Quality Service in the Hospitality Industry - Essay Example

Providing Quality Service in hospitality industry Introduction Facilitating a high and consistent customer quality is the path to business victory in any industry. This is since; high service quality promotes increased customer satisfaction, a factor that has a direct effect on the business revenue. It is not only about delivering good and about great customer services that give the guest a reason to return to the facility; rather, it entails an outstanding guest experience for the customer to maintain loyalty to that facility. In advertising, it is easy to win a new customer; however, the experience they gain in the facility such as a hotel that will retain them (Kotler, Bowen & Makens, 2010). Notably, about 70 percent of the hospitality industries’ income comes from the existing g customers. Additionally, the costs of winning new guests are remarkably higher than what it costs the facility to manage the relationship with existing guests. Thus, it is essential for the hospitality industry facilities to mend their relations with the guest accordingly to grow their loyalty, a factor they only achieve though providing excellent service. Involving the guest in order to provide quality service Since the focus of the industry s the client, then the client as a guest has a remarkably essential role in implementing of strategies and changes within the facility that foster the excellent service in the facility. When a customer finds disappointment in the service delivered, they simply take their business elsewhere without telling the business. However, to ensure their involvement in improving the quality of service, it is essential to involve them actively in developing the strategies and making changes accordingly (King & Cichy, 2006). The way to actively involve the guest, firstly and most important is through seeking their feedback. Feedback entails gathering their previous experiences with the quality of service in the facility. Feedback is an elemental aspect of in planning and implementing changes within any organization as it pursues excellence. The essential factors for consideration entail engaging the guests accordingly in the various procedures of gathering data, such as interviews and questionnaires, as well as, online services to engage the customer experience and suggestions on the various areas they feel that need improvement to factor in the development strategies (King & Cichy, 2006). This allows the facility to gain first hand data on the areas of quality for improvement; hence, engaging the guest accordingly in the process of improving the excellence of service in the facility. Secondly, an additional aspect of guest involvement in improving the quality of service entails the factor of establishing a relationship with the guest. Guests are the clients and boss in this aspect as their presence in the industry facilitates its success. Therefore, it is essential for the facilities in the hospitality industry to engage the guest accordingly in initiatives that build relationship with the guests. Through the processes of building relations with the guests, the consequent effect is that, the customers develop loyalty to the facility (King & Cichy, 2006). Therefore, through them developing loyalty, they become active part of the facility, providing suggestions and related aspects of expertise improvement, in addition to instituting the establishment of various initiatives to serve the loyal customers. Through these initiatives, such as offering discounts and rebates to the loyal customers, it gives the facility good publicity, allowing the facility to reach further customers, as well as, improve its servicing in reputation (Kotler, Bowen & Makens, 2010). The loyalty program helps to keep in sync with existing customers, in addition, to reach new customers. Thus, the guest participates accordingly in the establishment of quality service within the initiatives of the facilities operating in the hospitality industry. Further, in servicing the guest, it is essential to develop customer response service that engages the guests accordingly, fostering their experience within the facility. This response in turn initiates the guest to respond accordingly through facilitating relevant feedback and additional aspects for consideration in improving the quality of care in the facility. Additionally, as the guest initiates a task, it is essential for the facility to go the extra mile, doing more than and what best fits the expectation of the guests. Thus, the guest feels delighted in initiating change in the facility, which remains to the benefit of the facility in the industry (Kotler, Bowen & Makens, 2010). However, it is essential to maintain factors of privacy accordingly, respecting the guidelines of the various regulations in engaging the guest in the development of quality service within the hospitality industry. Two service standards the industry uses to meet customer expectations Notably, there are several service standards for the successful engagement of the customer expectations in the hospitality industry. However, the notable two standards to consider first include that, first impressions are lasting and that of adopting a “yes I can” attitude. In the first principle, the standard appears a cliché in some extent. However, in the hospitality industry, the principle holds a great deal in fostering the success of the facility in meeting the expectations of the guest accordingly (Kotler, Bowen & Makens, 2010). For instance, when the customer is visiting the facility for the first time, the impression they gain as they approach the facility or enter its confines determines a lot their attitude for the rest of the stay in the facility. Further, through engaging the various platforms of engaging the guests, the standards aids accordingly as it encourages the guest to visit the facility from the impression they get when engaging the facility for the first time. Additionally, the impression they get at the start of the visit determines a lot their conclusion of the facility, determining their future decisions on whether to establish their loyalty in the facility. On the second standard, the “yes I can” attitude may appear misplaced, considering each facility has its guidelines of operation. However, in engaging the guests, their expectations may differ from the service the facility has currently. Therefore, the “yes I can” attitude will assist remarkably in assuring the guest of them getting their expectations met as they tour the facility. Further, it encourages the guests as it gives them the confidence that they will get quality for their money, a factor that determines the success of the facility in developing a relationship with the client. Further, it allows the facility to engage accordingly in innovative aspects to ensure they fit the expectations of the guests; hence, growing the facility towards better standings in the rating of the customers (King & Cichy, 2006). These aspects of consideration as a standard of operation in the hospitality industry fosters a sense of belonging for the guests, creating great experiences within the confines of the facilities as they visit. Recommendations To engage the standards as suggested to meet the customer expectations, the first standard entailing impression made on first encounter with the client is essential. Notably, in recommendation to meet this standard of service, the facility needs to incorporate a strategic plan, in which there is a balance of activities and features accordingly. For instance, in welcoming the customers, the employee in charge should adopt actions such as, calling the clients by their first name and giving them a warm, sincere greeting. This gives the clients a feeling of belonging (Kotler, Bowen & Makens, 2010). Further, to ensure first reception is effective, anticipate the expectation of the guest, by keeping a positive eye contact accordingly. Anticipating their needs entails proper manners of waiting on the guests. Thus, through these actions, the facility facilitates a great first impression, improving the aspects of meeting the customer expectations accordingly. On the second stand of adopting the “yes I can” attitude, it seeks to address the factors in which the customer may contain expectations that may differ from the service offered by the facility. Therefore, not to turnoff the guests, adopt an attitude of “yes I can” in which, the facilitator of the guest expectations considers the suggestions of the guest accordingly and positively. To factor this standard, the facility should anticipate the client needs and listen to them intently to capture clarification for their expectation (Martin, 2003). Listening to the customers gives the facility space to address the needs of the clients accordingly, as well as, fix mistakes where they occur. It also helps in keeping the clients updated, as they request for services that may not be available and responding to their needs with prompt. Further, the “yes I can” attitude is essential in going the extra mile to facilitate customer experience; hence, ensuring their satisfaction. Conclusion In conclusion, as the hospitality continues to engage the customers accordingly, it needs to adopt features of communication to facilitate the guest with information (Martin, 2003). To keep the guest updated is essential for the success of the industry operations. Therefore, the industry needs to adopt latest trends and development in technology to facilitate information to the guests. Technology drives competitive advantage; thus, developing online platforms such as websites for the facilities will help in facilitating customers with information. Further, the technological aspect of communication should adopt customized communication structure in which they communicate updates and other information to clients through the database they establish as the clients visit the facility. Through these features, the industry grows relevant aspects for communicating with the guests. References King, J. H., & Cichy, R. F. (2006). Managing for quality in the hospitality industry. Upper Saddle River, N.J: Pearson Prentice Hall. Kotler, P., Bowen, J., & Makens, J. C. (2010). Marketing for hospitality and tourism. Boston: Prentice Hall. Martin, W. B. (2003). Providing quality service: What every hospitality service provider needs to know. Upper Saddle River, N.J: Prentice Hall. Read More