This little feeling of care! That’s what hospitality really is!
Homesick? Well by now we are sick of home. We all married partners that love us – know that we are a lot away – travel with us – and match our lives. For that we love them back! I am a lucky one – I married the perfect one. Unfortunately now we are countries apart – but that doesn’t change anything. We are not together even though we are working in hospitality – we have hospitality as part of our lives. And if they want us now to go back to work – that’s great! We have to take care of guests!
Lets use the time to think about the good the bad and the ugly!
We have time now to think and reflect on the values of hospitality. What did we do wrong in the past? What did others do right? Why do we always like to return to some cafes, restaurants, bars or hotels?
Big is bad
I know some people may not like it but the bigger the chain or cooperation is the more touch they loose first with staff and then with guest. Its profit only. If I go in a nice café and the waitress looks at me like “hey great some new nice people walking in – lets impress them a little” or I go in a place were I feel taxed: “ How much can we get out of that guy? – Not much – table in the back! Maybe a lot – table at the window.” You feel it. You react to it. You either return or not.
Loyalty is not as plastic card
A loyal guest comes back to us because he feels appreciated – gets the feeling of a little bit more care – gets recognized. All the little things we need in private life, business life and in hospitality! He doesn’t want you to use his name because the computer system told him that you are Mister Myer with 768 room nights in the chain. He doesn’t even care if you remember his name as long as you take care of him. When he comes back one day and the staff remembers his name without looking on a computer screen – that’s when he feels really good!
Keep your staff
Loyalty of guest is only possible if you are loyal to your staff. They stay with you for more then 10 years? They are worth a lot! You can work with them for 10 years and the customers know them? And they come back? What more do we need? What more is hospitality? For the guest, for the staff, for the owner!
Now is the time to reflect – change or continue – and enjoy!
Author: Stephan Busch, Academic Director at the State University for the Humanities Moscow RGGU, Faculty of Tourism & Hospitality and the Swiss International University earned his Master Certificate in Hospitality Management from Cornell University, USA. He has a diverse experience in launching operations, business development and service training- for hotel and cruise companies in Asia, Europe, Canada and Russia.