The hospitality industry is an extensive one. It comprises four important sectors: travel & tourism, lodging, food & beverage, and recreation. Whether you own a cab service, an inn, a restaurant, or a resort, each one of these businesses boils down to offering exceptional customer service.
Good hospitality is essential in any customer-focused business — if your clientele isn’t pleased, your business won’t thrive. For this reason, you should always provide efficient work on your niche, everytime.
We’ve all been to and stayed in countless places in our lifetime, but there’s always the one. That one hotel we went to as a kid and will never forget the experience, or maybe that restaurant where the staff treated us like family. That’s what your aim should be — to provide memorable, personalized encounters.
Here are the main reasons why entering the Hospitality Business is a great and profitable idea.
The industry is one of the fastest-growing in the world
Hospitality is a multibillion-dollar industry with continued growth, not only in the US, but globally. It has a positive impact on the economy, as it contributes to a nation’s GDP, while also generating millions of jobs. An annual Economic Impact research states that the travel & tourism sector alone was responsible for 313 million jobs and 10.4 percent of the global GDP in 2017. The analysis covers 185 countries and 25 regions.
To get to a point where a hospitality service fits these credentials, each and every business gains credibility for its quality service — that is, for meeting their customers’ needs fast and competently. Such attendance can only be achieved with proper planning and wise execution.
Let’s say you step into the industry and begin your search for hotels for sale in Newcastle NSW and find a quality establishment in a popular city. Venue is critical, but what comes next is just as important: the staff you’ll hire. They’ll be the ones attending to your guests’ needs and making sure they have no issues. Therefore, a team of efficient and polite members should be on your mind from the start.
It creates lasting connections
A first customer is unforgettable. They receive first class treatment since a business wants to make a good first impression and declare its high standards.
However, every single customer should receive special, personalized treatment — that’s how your business will stand out! They expect a good experience, but give them an excellent one, instead.
Remember their names and the conversations you’ve had, even if you need to scribble it on a piece of paper. Become familiar with customers and show them you’re genuinely happy to have them. That’s how you earn enduring connections that will ultimately benefit your business.
Hospitality helps your business grow — if the service is excellent
Author Pete Blackshaw has said it all in the title of his book Satisfied Customers Tell Three Friends, Angry Customers tell 3,000. Don’t risk the reputation of your business with constant slips and mistreatment of those who will market your service off-premises. There are several simple ways to help your customers put in a good word out there.
Don’t make them wait. Not on the phone, not in person, not ever. A 2015 Customer Reports survey stated that a long wait on hold was a top customer service complaint by 66 percent of respondents. The same research shows that half of the people surveyed reported leaving an establishment before making their purchase due to poor customer service.
Respond to emails quickly. If a complaint or question arises, it should be resolved, not put on the back burner. Take too long to respond to a customer or give a half-hearted reply, and you can say goodbye to that customer — or 3,000 of them. Send follow-up emails for a reply rate to keep track of performance.
If a mistake was made, show accountability and apologize. Offering benefits to a customer who had a bad experience — such as a free meal or a reimbursement — is a fair way to keep your business authority intact.
When addressing customers, be kind, knowledgeable, and take your time to meet their needs. They are willing to pay extra for a good experience, so go beyond just “good.” Always center your service on your customers’ guaranteed happiness. After all, it’s all about them.