Hospitality might seem like it would be an easy job, but it is far from it. There is an art to entertaining and keeping people happy. Here are a few of the things it takes to run a great hospitality business.
While it seems that courtesy goes without saying in the hospitality business, it can be challenging to remain polite when dealing with difficult clients. It pays to approach the issue from the perspective that no matter how good a job you do, there might still be someone who is dissatisfied. The good news is that with the right attitude, a dissatisfied individual can be turned into at least a more satisfied one through courtesy. Always be willing to listen to concerns and complaints and avoid trying to blame the client.
Go above and beyond
Don’t just offer the bare minimum of service. For example, if you have a client that regularly visits your restaurant, perhaps you can offer him or her a free drink or discount. If you run a hotel and see that guests have children, ask them if they need anything extra in their room. When guests see that you are going beyond the typical service they expect, they will be more likely to recommend your establishment to others.
Make sure your employees are well trained and work as a team
One of the worst mistakes you can make in the hospitality industry is not training your employees well enough before letting them interact with customers. There is a lot of competition in the hospitality industry, so if your business gives someone a bad first impression, they are not likely to return anytime soon.
The many facets of hospitality
The challenges of the hospitality business can vary based on what facet of it you are dedicating yourself to. Live music and entertainment can require more advanced planning and dealing with booking agents. Restaurants are subject to a great deal of competition, and many close within the first few years of business. Hotels and bed and breakfasts are more subject to seasonal cycles than many other types of businesses. If you run a bed and breakfast in an area with unpleasant weather for months at a time, it can be hard to maintain a good revenue stream during that time.
Providing a total hospitality package
What can be truly challenging is entertaining people on many levels in one location. Stephen Wynn, owner of the Bellagio, the Mirage and other popular hotels and entertainment venues in Las Vegas, has learned through experience how to create an atmosphere that offers live entertainment, the best in food and drink, and more. That is why his entertainment venues and hotels experience many return visitors. Over the years, Wynn expanded his philosophy of providing the best hospitality to the South, with the opening of Beau Rivage in Biloxi, Mississippi.
In the notoriously difficult and unstable world of professional hospitality, it can be difficult to find your footing, but with the right attitude and drive, it is still possible to be a great success.