What does hospitality mean? The Merriam Webster dictionary defines it as the cordial and generous reception of guests or an instance of being hospitable. In the New Testament of the bible, the Greek word translated "hospitality" literally means "love of strangers. Hospitality was a highly regarded virtue in ancient times.|
When one works in the hospitality industry, every customer is a stranger. To make a stranger feel at ease in a pleasing, relaxing and accepting environment is a gift. The skill of good customer service is an important skill for any good worker, but it is exceptionally important for someone employed in the hospitality industry.
Good customer service is all about bringing customers back. It's also about sending them away happy. Happy customers pass along their positive feedback about your business to others, who may then choose your company for themselves. Good customer service is the lifeblood of any business. You can offer all the promotions and deals to bring new customers in, but unless you can get some of those customers to come back, your business won't be profitable for long.
To greet a customer with a pleasant smile and hearty hello, to meet their needs before they even know what they need and to attend to their questions in a pleasant manner is the hallmark of a well trained employee. Every leisure dollar spent at your establishment is an opportunity for repeat business and on-going success. If your employees can treat their job as an extension of their life instead of just "a job" that will show through to your customers. Management can create that atmosphere. The customers experience should be a top down approach.
Going the extra step, whatever that may be, is what customers notice. They may not say so to you, but people notice when your employees make an extra effort and they will tell their friends about their experience in your establishment. Regular staff meetings, suggestion boxes, customer feedback cards and open communication within your entire organization is going to ferret out what is working and what needs to be added so that your guests will experience the best that your company can provide.