Hospitality and tourism are like conjoined twins. This is the reason why there are always new hotels, inns and other accommodation options rising in popular tourist destinations. That being said, if you own a new hotel or inn or you are working for one, it is important to direct attention on business culture in order for your place to thrive.
A good business culture will provide you and your staff an environment where everyone upholds positive values, strives to improve, and can take pride in the work they do.
So, what qualities create a successful culture for a hospitality business?
Rounded up below are important qualities hotels must possess for success and longevity in the hospitality industry.
Providing an experience like no other is a must for hotels and other hospitality businesses. Therefore, it is important to think outside of the box to effectively deliver on this requirement.
Hotel magnates always say that society is constantly changing. Therefore, one of their top hospitality tips for newer hotels is to ascertain that their business keeps up with the pace of the industry and provides something new that would meet different requirements.
This is a reliable strategy for competitive advantage. Adding new value and services never fails to attract customers.
An excellent example of this is how there are smaller hotels or inns these days offering different types of pillows to guests to ensure a sound and comfortable night’s sleep.
This provision came about after hotel staff pointed out some issues with generic pillows and how certain guests have a hard time dozing off because of them.
The hotel, upon being informed about the concern, studied pillow technology from experts and began offering seven kinds of pillows to their guests. Now, guests rave about the perfect pillows they are provided with by the hotel.
In turn, this trend has grown so that other hotels have begun to follow the same practice with some even providing personalized pillows to their guests upon request.
Most of the time, it’s the small details that make a whole world of difference when it comes to enhancing the experience of guests or customers.
For example, in a traditional Japanese hotel or inn called the Ryokan, the simple gesture of the staff lining up to welcome every guest is always appreciated. Guests say that such effort demonstrates the business’ commitment to making them feel at home.
This means that nothing is impossible in ensuring guests’ or customers’ convenience and satisfaction.
World-class hotel concierge services stay on top of guests’ requests – from booking tickets for shows to hiring a personal shopper to find guests’ clothes for an event, and ensuring a beloved pet gets the proper grooming and care.
They even tap into their competitors’ services if the hotel does not provide those that the guests want – this is how extensive their services are.
This means that the ability to provide extensive services is not merely to ensure competitive advantage in the industry but is also an absolute must.
That big welcoming smile is still vital and if you can add other demonstrations of joy and excitement to your hotel offerings, this will spawn other benefits for the business.
Creativity is a critical component in the ability to deliver enthusiastic service. This is why proprietors always try to come up with better ways to serve guests and make their stay joyful.
Famous traditional hotels in China, Japan, and South Korea do not overlook trivial matters such as lining up footwear five centimeters away from the entry points of rooms, or serving drinks to guests while kneeling on the floor to avoid height dominance.
They make sure that even the tiniest potential cause of annoyance is addressed in advance.
These qualities create a positive work culture and a sense of gratefulness for the business, which is a valuable perspective to have in the hospitality industry.
Being grateful for every guest or customer bringing in business sets the right tone for service and can certainly help ensure your hotel will keep thriving in the years to come.
Daulet Zhumagulov is the Founder and CEO at WeHoteliers, a specialized online hospitality portal in the GCC region where prospective and experienced talents can explore career opportunities and be discovered by the top employers of the industry. The company's mission is to provide an efficient and modern platform that will focus on the needs and interests of hospitality professionals.
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