In order to offer the highest level of service to customers and encourage repeat business, hospitality managers must recognize and implement the features essential to a great hotel experience. Exceptional service remains the cornerstone of all great hotels. All members of the staff must show respect to customers, working to solve problems as soon as they arise and serving as repositories of knowledge. Employees should demonstrate the greatest dedication to etiquette and proper service behavior, offering unparalleled attention to guests and their needs. With personalized attention, customers feel respected, which contributes to their overall well-being. Staying in a hotel should prove a relaxing, restorative experience.
Almost as important as service to customer satisfaction, the hotel’s overall design should make guests feel welcome and at home while in a possibly unknown city. While each hotel must adopt its own, unique sense of design, all décor should bring with it a great degree of warmth and imagination. The hotel should feel like a special place, contributing to the customer’s sense of amazement at the surrounding city. Ultimately, decorators should create a unique traveling experience by embracing elements of culture, architecture, and customs from the surrounding area.
Effective hospitality management also involves creating a distinctive dining experience within the hotel. Restaurants should adopt a well-defined theme and subsequently push the limits of that theme in order to keep diners interested. Menus should combine sophistication with familiarity and chefs should ensure that all dishes possess the greatest degree of refinement. The dining experience includes excellent service and décor that integrates well with the overall theme.
Those who stay in hotels sometimes travel for business and other times for pleasure, making it imperative that hotel managers embrace the marriage of comfort and function, allowing individuals to remain productive yet have options for relaxation at the end of the day. Comfort demands the highest quality bedding and bath products while function requires amenities such as businesses centers, wireless Internet access, and other resources. Hotels should also offer the fitness centers, lounges, laundry services, and valets, among other amenities, to meet the needs of all guests.
About the Author
A Certified Hotel Administrator and Certified Hospitality Technology Professional,
Anshoo Sethi serves as the Chief Executive Officer of Chicago’s UPGROWTH, a construction company that also provides asset management and financial services. UPGROWTH demonstrates an unwavering commitment to honesty, integrity, and transparency, helping clients build successful businesses, especially in the hospitality sector. Understanding the importance of sustainability, Anshoo Sethi also strives to implement green principles into his company’s constructions.
