HGE401 Discussion Forum

1) As consumers, some of the factors that affect the way we perceive and evaluate service experience are-
•   Reliability and dependability on the company in handling our queries and after-sale grievances.
•   Customer service department must be willing to help the customer and be equipped with the necessary information regarding a product or a service.
•   Creating a welcoming and comfortable environment.
•   Be understanding and empathetic towards the consumers.
•   Proper grooming and attire with visually appealing aesthetics of the place of service.
2) Ways and tools to use to understand our customers better-
•   Service Quality
•   Convenience and speed
•   Customization
•   Understanding health-conscious society and its requirements
•   Ethical and responsible tourism and hospitality
•   Understanding cross-culture differences
•   Understanding sensual elements of design
•   Building an emotional bond
•   Continue to innovate and invent
•   Formation of blueprint for each point of contact with customers
3) The above information can be used in the following ways-
•   Service quality is the key factor in differentiating services.
•   There is an increased desire for quick and convenient services.
•   Customization helps to fulfil the specific needs of the guest and engage them with the brand.
•   Health and wellness-focused group of guests is now rising so it's important to cater to their needs whilst offering them a variety of options to choose from.
•   Need for sustainability is the need of the hour and hotels can also use this as a promotion technique by making their guests aware of their green practices.
•   Formation of a strong emotional bond reinvigorates loyalty and creates advocacy thus it’s important to engage with customers emotionally.

 

 
The podcast talks about creating memorable experiences for the customer; it also gives an insight on how to achieve that goal. To begin with its important that we understand that every individual has a key role to play in creating a memorable experience; for an employer it’s important to create drama and theme (what environment to project) followed by assigning the employees their unique roles to play, it also suggests that an employee experience should be created which is quite similar to backstage preparation before a performance. Quite often customers don’t know what they want, so we must create a learning experience with the customers so that an environment where their choices can be directed or suggested by us (the business) is encouraged. There are steps to staging an experience where “work is theatre and every business a stage”. It starts with playing the part assigned but being true and authentic to ourselves, followed by being present in the moment and lastly, portraying the correct attitude required. People are now driven by experience so it’s important to give them exactly what they want which cannot be achieved by mass production.

Thank you,

Regards
Shruti Sharma

1.   Telfer goes back and forth into discussing the idea of being a good host and being hospitable. She also draws a striking difference between private hosts and commercial hosts. According to Telfer, a good host may be hospitable if, he/she provides appropriate services to make guests feel comfortable and is attentive to their needs but they would lack the skill that would make them a good host because of lack of qualification. This is where the commercial sector has an edge over private hospitality, it has the monetary means as a motivation but also the appropriate skills to provide to be a good host (not a good hotelier necessarily). She further explores the monetary drive behind the services provided in the commercial hospitality and if it can be called as true hospitality since they are being compensated for it.
In my opinion true hospitality is achieved when the purpose of the tourist for his or her stay is fulfilled by the hotel, for instance, business guests should be adequately assisted in terms of provision of conference rooms and early check-ins, similarly when a guest is traveling with family for holidays they could be provided with entertainment, pool facilities, and many more appropriate services. By following the said practices of understanding what the guest requirements are we as hoteliers with our skills can be good hosts and practice hospitableness.

2.   To begin with, we must play our strengths and understand what's unique to us.
Once we have successfully identified that we can move towards building a career in hospitality.

Opportunities in the hospitality sector are ever-growing but there is demand for quality workforce, not quantity. As guests become more aware and technologically advance they expect a certain level of services to be provided. It's not just important to be good at interviews, it is also equally important to have a resume that stands out. The first interaction with the employer is through the resume presented, it should be appropriately descriptive in terms of the requirements of the job. For example, if the job is for the front of the house the skills that the employer might be looking for are attentive, good communication skills and charming engaging personality. Another important thing to note is that hospitality isn't just restricted to hotels; it's a much broader term. It is very important to take up challenging roles and careers cross over multiple organizations and effectively "zigzag" rather than proceed in a linear manner within one organization or even job type as stated by Kate Walsh, Michael C. Sturman, and Bill Carroll in their book called Preparing for a Successful Career in the Hospitality Industry.


3.   In the hospitality industry, we define professional in terms of characteristics portrayed by the person whilst carrying out their duties. These characteristics can be judged by looking at how the person interacts with his/her colleagues, guest, and surroundings. Confidence portrayed through behavior is one of the essential factors in judging professionalism and confidence comes from the development of skills, knowledge, interaction with professional, analyzing and understanding situations. Other ways by which we can identify a professional in the hospitality industry are grooming standards and the ability to provide a high level of service.

Thank you!

Warm Regards,
Shruti Sharma.