The unspoken heart of hospitality

The definition of hospitality goes as:

“The activity or business of providing services to guests in hotels, restaurants, bars etc.”

• Webster’s Dictionary

The quality of service provided by whoever is in the hospitality industry is measured by the satisfaction level that the customer gains after experiencing the service. No matter if your property is a large chain or a start-up chain, the guest experience is the most important factor which would determine the success of your property. The higher the quality of experience, the increased rate of repetitive guests. But what is considered the most important factor which determines the quality of hospitality?

This is an arguable topic where different entities may have different views. However, they would all point to the importance of “convenience” that the guests are able to experience. Travel or relaxation maybe for different reasons. From the guests being on a vacation, work or business conferences etc. Either way, they would not want to go through the hassle of extra work. Performing tasks easily, simple or complex such as ordering a meal through room service, to making a number of bookings must be made easy and should be made “convenient” in order to help them experience the best your property or any property has to offer.

The importance of convenience not only limits to guests but also to the employees/owners and other stakeholders. Managing and performing tasks to make sure that nothing is missed out and making sure all tasks are run smoothly is the a major objective that lies in the hands of the staff and owners. Afterall, there will not be any type of service without the staff and employees, therefore making sure that they do not waste time or exert energy on performing tasks which could be automated will improve efficiency and increase the effect of the tasks that are performed by them.

The advancement of technology keeps on improving the level of convenience we experience day by day. Therefore, this must be taken as a sign that our customer base expects nothing less than the most convenient of all. A guest who has been working hard for a long time would want to have a relaxed weekend getaway or even a mini-vacation, but if the process of booking a room in a hotel is a hassle, he/she may move onto a different hotel which allows the latest mode of technology etc.

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