Hospitality Essay Example for Free

cordial reception EssayI. Case BackgroundServing people is the foremost activity in hospitality, and being expertly served is the reasonable expectation of a guests. If theres any place where nodes are likely to be paying assistance to the type of good they receive, its within the hospitality industry. From restaurants to hotels, it is the job of the hospitality proceeds provider to maintain guest happiness and satisfaction. Nowadays, it is not enough for a hospitality business to know that their guests were happy just receiving thank you or getting service with a smile, although it is the proper etiquette. guest satisfaction isnt just about(predicate) the service. Satisfied nodes are looking for a memorable experience and a dynamic service from the founding they visited.Customer service begins the moment an individual calls your business, either to make a reservation or to converge information. High quality service means meeting and exceeding your guests expectatio ns to feel warmly welcomed. While high-quality guest service requires that employees interact with guests in a friendly manner. They must perform their daily duties with a smile, responding fittingly to the guests needs. Complaints must be handled in an empathetic manner. When the guest is satisfied with his experience, the company earns revenue, return visits, new job and positive recommendations.One good thing if an establishment was able to exceed the expectations of the guest is customer loyalty. Customer loyalty is atomic number 53 of the most important keys to the restaurants success. Happy customers are the loyal customers. not only is it important for a hospitality establishment to provide stellar service, but awesome products as well. A customer who has to unvaryingly wait for a restaurant or a hotel, for example, to do their discriminate may grow tired, no matter how loyal, and venture off to their competition. Keep customers loyal by focal point on them at all time s. Customer loyalty leads to higher customer retention rate and to continuous business success even in situations where failure to satisfy customers would normally cause an early conclusion of business. Therefore the restaurant operation must focus not only on attracting first-time customers but too on developing long term relationship with customers.One of the negative results of an unsatisfied guest is the customer complaint. This is one thing that hospitality businesses try to avoid. Fairness is typically the biggest concern of customers who have lodged a service complaint. Because a service failure implies unfair treatment of the customer, service recovery has to re-establish justice from the customers perspective. Handling customer complaints doesnt have to always be a battle, with the right tools and responses an establishment can use complaints to their advantage. A hospitality establishment should always know how to properly handle customer complaints, this is to assure th at the complaint of the guest was intercommunicate properly and they will still be considered a repeat customer on their establishment. Giving the customers an issue for telling the establishment about their poor experiences is one thing they could do. And make it a point to enlighten issues that went wrong and look into those that could stand some improvement.II. Time ContextA week after the trying on of the new General Manager of Paulis Restaurant and Brewery, they received a comment in their corporal Web site from one of their customers. The task takes place when one of the loyal customer experience malodorous service when they dined in one Saturday night before they went into a theater and have a painting night. After experiencing that kind of service, they posted a comment in the customer feedback fragment of the website of the establishment so that they could address the puzzle immediately.III. ViewpointIn any establishment, managers should always take charge when th ere is problem regarding the guests. They should act immediately to the complaint of a guest to reduce the occurrence of much bigger problem that could hurt the operation of the establishment. After the manager did the first step, the staffs of the establishment should support the action of the manager to realize that the problem can be avoided in the future. The overall in charge of the problem is the whole squad in the establishment. If they dont work and help one another, surely the problem they encounter in the past would still occur.IV. Problem StatementPaulis Restaurant and Microbrewery is a famous pub in the city. It has established a good position in the market. They have loyal customers who are repeatedly glide path back to their establishment. The establishment operates a corporate Web site one of its features is a customer feedback section that is sent directly to the corporate Vice President and to the appropriate general manager. Once they received a feedback from a customer where they complained about the lousy service they experienced when they dined in at the restaurant one evening. The guest was really disappointed because it is their first time to experience that kind of ridiculously slow service from the establishment usually they do not experience from their past dine in.