Management Operations and Customer Character - Essay Example

Table of Content

• Management operations
• Aesthetics of the Built Environment
• Customer character
• Other environmental factors

• Management operations

Customer experience is the insight, and personal feedback given out after getting in contact with the internal and exterior parts of the company, the satisfaction of a customer depends on the test and preference of goods and services offered by a corporation. Therefore, customer experience received depends on the kind of generosity presented in a hospitality organization. And this is determined by several factors that need to be consideredto ensure customers obtain best services. One of the factors is the management operation, how an organization is operated and controlled depict the kind of services obtainable to its clients. Thus, this should be the core objective of any hospitality industry to ensure that the organization is being managed in the right way according to customer’s expectations. And to achieve best management operation, some consideration needs to be taken into account; this involves all the management activities that need to be conducted.

Additionally, operational services that need to be the basis of a hospitality industry is that of evaluation, how the business is performing regarding theexecution of services to its customers. Through evaluation of the firm, a managerial staff can pinpoint where predicament occurs and how to go about it to ensure there is profitability and customers collect thebest experience in that association. Another crucial point of consideration is how best are the employees in their work; this depends on the kind of employees who are hired to work in the organization. Therefore, employees should be well trained and experienced to provide quality services to its customer, by meeting their expectation standards. Similarly, the clientele should be competent enough to be in a position of handling different customer needs, thus calling for being knowledgeable in that field of expertise. Consequently, management operation as anitem of consideration in customer experience, it should be done accordingly to ensure the organization utilizes on every resource to provide his clients best amenities.

• Aesthetics of the Built Environment

Customer’s experiences are determined by the serenity of the built environment they stay. Here, aesthetic in regards to hospitality management is address by the appearance of the built environment, how pleasant is it, is it convenient and comfortable to stay. The beauty of a place earns it best customer experience, thus considering the fact of having a well built and furnished apartment to suit customers assessment and partialities. Some of the things to consider in regards to visual of the built environment are the cleanliness and furnishings (Jewkes, 2016). The Oder of a lobby or guest house can change the entire customer experience since the cosmetics used to conduct cleansing can be pleasing but harmful health wise. Thus, considering the fact of using pine products that are not harmful but has a sweet smell too. Also, another way of ensuring the Oder is through thefurnishing of the room, which involves window treatments, carpets and beddings it should be done using suitable chemical elements that are convenient to the client thus best customer experience.

Lighting as an aesthetic needs to be also measured, the amount of light in the interior and the exterior part of the room requires being customized to encounter client desires. Not all lighting used is suitable for everyone. Thus management of light is essential in an aesthetic environment. Also, for aesthetic beauty to be achieved landscaping should be the point of significance as it contributes much in bringing that sense of best customer experiences. The nature of the environment should be natural as everything looks fit to its geographical position, compared to the modified environment which does not portray that intrinsic beauty of the natural set up. Therefore, the natural landscape should be opted for since cost is reduced, it does not require fertilizers to maintain it, watering also is not done and the use pesticides that can course environmental pollution. Hence this enables the hospitality industry use less in the maintenance of its beautiful environment thus reaping maximum profit.

• Customer character

Character variation is common to many individuals due to their temperaments; we have those who are harsh, no patience and demanding but also, we have those with a soft heart who are understanding and thoughtful. Therefore, this has become a major issue in many organizations that needs to be addressed by different customer service. Thus, the need of having individuals who can withstand this kind of client’s character (AlBattat, 2014). Managing customer’s question one at a time can be time-consuming experience, which requires one to be patient, to be able to understandthe situation of the client and address them accordingly and not neglecting them. Customers can be slow in doing some of the necessary things which require one not to get disgusted by making him/her self-tolerant to the situation. Some of the customersneed first services which at most time poses some difficulty to the client server. Thus expediency is necessaryfor this kind of work. Client attendant should figure out a way of getting to the bottom of the customer's problem as fast as possible but also not rush through the problem for efficiency to be achieved.

Additionally, customer attendants need to be assertive that is ensuring their clients are happy at all times to buy a chance to get approval for their problems. Which can be achieved through the set policies that guide staff members to be welcoming to clients, hence improving customer experience. Also, the commitment level of the clienteles will significantly impact on the experience of the customer, since most call centers and client provision position are the worst in turnover rates. Therefore, they should be motivated to appreciate the products and services to provide the best response in case customers call in, in a request for services.

• Other Environmental Factors

Many environmental issues affect the hospitality industry, most of them affect the organization financially and its customer experience also. These problems need to be managedto improve the hospitality group operation and ensure that it does not waste any resources that will result intotal loss of the business. One of the most prevalentissues is that of water wastage, most of the hotels and restaurants use a lot of water that can be utilized and employed in a minimized way that will reduce the cost of water bills (Tsai, 2015). Other ways need to be adopted to reduce on much expenses of water, forms such as using rain water will significantly reduce the costs and customers will receive water at all times. Similarly, there is much wastage of energy in this hospitality industries; electricity usage is at a high rate which results in high expenses to the organization. In as much as customer satisfaction should be the core, costs of ensuring this should also be considered, to enhance profitability in the business. Thus, solar can be used to reduced electricity bills and at the same time satisfy clients.

Consequently, pollution as another environmental effect to hospitality industry has reduced customer experience, since customer wants to be in a conducive environment that suits their desires. Therefore, waste products released from this organization should be treated to reduce environmental pollutions and enhance hospitality services to customers. Also, waste and garbage release should be considered; customers require a clean environment free from waste products. Thus, hospitality industries should ensure non-recycled waste should be disposed correctly to reduce environmental pollution that will have coursed organization loss regarding customer experiences.

Another significant facet of the environment is the food wastage; food remains are thrown away which cause environmental problems and also coursing a problem of demanding more, hence leading to added expenses (Fraj, 2015). Therefore, all these matters have become crucial factors in hospitality industries. Thus, customers should engage in a global push for sustainability and green operation that will immensely reduce environmental related problems at the same time providing unsurpassed customer experiences. Sustainability in business is coming up with procedures that are operational, and the one that ensures that organizational needs are met without compromising the economic future in any way.

People’s expectation is usually set by the company’s offering experienced previously, customers compare the new experiences and positive ones with their old involvements and make a concluding judgment. However, expectation can be shaped by the market condition, customers personal situations and the struggles. Thus, customer best experience can be obtained from an organization that is strategically placed in its environment with natural resources and together with best operation staff and supervisors. Therefore, all hospitality team should take into consideration the laid facts about customer experience to ensure business continuity and at the same time environmental conservation. By doing all this sustainability is achieved and hospitality organization is built suitable for providing customer experience.