Opinions Posted On: 12/05/2013
A view on Hospitality Industry
Well, as a trainer I thought I should give you my perspective. More than a decade ago the guests expectations from a 5 star hotel were not very different from what they are now.
A weary traveler on entering the hotel feels that this is the place where all my worries will be taken care of, I will have a comfortable bed, safe & secure environment, pleasant people serving me tasty and hygienic food. The frills are an added bonus which includes a beautiful spa, swimming pool, shopping arcade, gymnasium etc. These frills sometimes help a guest decide one hotel over the other. But his essential need still needs to be fulfilled irrespective of the frills.
Today the guest does not shy away from sharing his feedback with others. The power lies with him at the click of a button and social media like Facebook, Trip Advisor, Holiday IQ & Zomato are very relevant & strong. Like they say there is no publicity like “Word of Mouth” publicity. If he does not get the value for money spent the guest will share it whether through complaining to a manager or writing on social media.
Hence it is essential that the hotel staff is extremely attuned to their own behavior while they are interacting with the guest. Their behavior transcends into the way one walks, talks, looks, stand, deals with stressful situation, etc. The guest is noticing the staff consciously or sub-consciously and is constantly forming a composite opinion of the hotel. A smile, an acknowledgment, a hello, goes a long way in giving a positive impression to the guest.
Being part of the global Carlson Rezidor Hotel Group with presence in more than 81 countries and with pan India presence of more than 100 hotels, making it the largest hotel chain in India, it gives me immense satisfaction that our stupendous growth has been based on one unifying philosophy of Yes I Can! service. Carlson’s success starts with having the right people, fostering a learning environment and keeping the customer focus above
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