The service quality in the Hotel world – I’ve begun to write this text regarding the Pros and Cons of the Job in the Hospitality Industry and I think this Section is important for what I think about the good life of an hotel…
What do you consider important for a good Hotel management ? How important is the service quality you will provide to your guests ?
Even if I work in the Hospitality Industry since years now, every time I visit an hotel I always think as customer and never as employee and of course I rate according to what I expect to find.
Sometimes my expectations are positive or greater than thought, while others are a disappointment … and that’s exactly what happens every day in every city in the world …
The customer tends to evaluate all the service he receives during his/ her stay, from check-in and welcome of the receptionist more or less cold, the room-size and well furnished with at least the standard services, the daily national newspaper or main from abroad, the quality of the breakfast buffet, the staff attitude etc
In light of all this, the disappointment usually comes from theperceived differencecompared to the (hotel) competitors, the unfulfilled expectations of the product and service we should provide …
The quality service of a hotel must be based on the reliability and credibility, but also on other important factors such as:
– Understanding and knowledge of the customer,
– Customer communication during his/ her stay,
– Competence and efficiency of the staff,
– Control of the situation,
– Maximal courtesy in all situations,
– Credibility of the hotel and its management,
– Ability to respond at any time from the management and front desk staff,
– Security always present and guaranteed by law, but also feeling of security perceived by the customer.
What constitutes the product Hotel is the set of services sold to the customer, the product for which the customer has chosen us instead of another hotel.
The main objective of the Hotel will be to provide a product and set of services that differentiates it from the other competitors and that will lead to influence the customer to choose us …
Action needs to concentrate on the quality of the service, on the choice of the details (almost always more observed by the women than the men), efficiency of the staff of every department with possibly a strong ability at problem solving.
With this article I’m not turning only to the luxurious facilities because I think that any Hotel of any category should be able to provide a good and attentive service. As much greater the hotel category is, as better the quality offered.
In any case, you can learn how to manage in the best way your guest and let your staff understand how to self-control in every situation to deal with.
Whenever I think of the quality provided by an hotel I can think of how different the product offered in most of the hotels in Germany is where even if you choose a simple pension, you anyway will find courtesy and helpfulness of the staff normally at least bilingual, a tidy clean and well furnished room, excellent as well various and fresh breakfast buffet …
A good value between quality and price and I wonder why in Italy the product is not always adequate.
What do you think about it?
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0 thoughts on “Hotelier’s Life : The service quality in the Hotel world”
I do not leave many comments, however I browsed
a bunch of remarks on this page Hoteliers Life :
The service quality in the Hospitality Industry | Hospitality Travel & Tourism Blog.
I actually do have a couple of questions for you if it’s allright.
Could it be simply me or does it give the impression like
some of the responses appear as if they are
left by brain dead folks? 😛 And, if you are writing on additional online sites, I would like to follow anything fresh you have to
post. Could you make a list of every one of your
public pages like your twitter feed, Facebook page or linkedin profile?
Thanks for your feedback. If you want to follow my sites, it’s sufficient you search for @httclub1 and you will find the other channels or Social nets where I usually write. Luisa
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