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About this article: The Hospitality Service

The hospitality service industry caters to a large number of people since many people stay in hotels, motels and inns. All the staff in these establishments are serving their customers.

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The hospitality service
It is important to understand what service means in the hospitality industry as it varies from industry to industry. To have a better understanding of the service one needs to find out what kind of service a customer would expect. It could mean a variety of services put together like the way the phone is answered or the way the Receptionists greets the customer or the way a complaint is handled and what remedial action is taken etc. etc. Customer's expectations are always high and before you advertise for a particular service in the hospitality service it is necessary to find out whether all the other components will back up the service on offer.

The components will consist of staff and tangible and intangible services. Eventually whatever the product or the service may be, what matters is how the product and service is being delivered. Staff play a very important part of the delivery of this service and their behavior and attitude is sometimes able to cover up other shortcomings. To provide the quality service then we need to break the product into small components.

We need to first understand what the product itself is. For example if the product is the Front Office, then what are the expectations of a guest from the Front Office. Front Office is the place which is the first focal point of a customer when a customer walks in. How is that handled. Is it courteously with a smile or in a haphazard way. This is where the service quality is going to make the difference as this will be the product that will back the main product. If it is a telephonic reservation the courtesy and warmth should be felt as the guest cannot see your smile. If the reservation is made by a fax or letter the duration for the response will then become the service that backs the product. Will the response be within 24 hours or will it take days to reply as there is sufficient time for the arrival. What would impress a guest. If the first contact is not prepared to serve beyond the standard accepted you would find the guests assuming that everything else on offer may be on line with the same quality of service.

Service on offer should be offered with all the trimmings as present day customers have much to choose from. Service offered should be provided with the staff being prepared to go that extra mile. Making customers happy is the motto of the Hospitality service. It is a service that requires to be done with a smile. People of all walks of life, will at some stage or the other be able to enjoy being served by someone or the other.

Whether greeting a customer at the Reception or serving a drink at the bar, the service has to be provided in a way that the customer is felt special as the slightest dissatisfaction from any quarter may warrant a complaint and may have consequences for the hotel and the staff concerned. This may lead to the customer not wanting to visit again. Service personnel should be those who are willing to serve without expecting reward. Reward may come in different ways but if the expectations of the staff is appreciation then they are bound to be disappointed. It is better to be prepared for this. If the customer is happy, then the he or she becomes the best advertisement to the organization.

Hospitality service is to serve others to make them feel special.
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