The hospitality industry is one of the most demanding industry in the world. Hotel staff deals with people on holiday, on business trips, or even those who want a quick getaway from life. Regardless of their reasons, people in hospitality should be equipped to handle any situation with the utmost care and respect. Here are some admirable traits every hospitality staff should have.
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| Image source: travelweek.ca |
Empathy is one of the best traits one could have when working in the hospitality industry. It takes skill to listen to a complete stranger, hear what they have to say, and come up with a solution taking account their situation. Empathizing may also help diffuse possible irate responses from customers. For example, a stressed-out couple who is having problems with their reservations can be offered complimentary beverages to help them calm down.
One should also be forward-thinking when working in the industry. It is crucial that staff learn to anticipate their client’s needs. For instance, if a big family is checking in on a double room, ask if they would want extra beds arranged before they check in. Or if a couple is checking in with an infant, offer additional toddler or baby services like bottle warmers or a crib if available.
Lastly, one has to be calm and composed at all times. Chances are, not every guest checking in are of bubbly disposition. Arguing with customers will only give them leverage against the establishment. Remain calm, listen, and offer solutions as politely as possible.
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| Image source: hcareers.com |
John Jefferis is an acclaimed hotelier who has 40 years of experience in the hospitality industry. He is the chairman and owner of Coco Reef Resorts, a high-class tourist spot located in Bermuda and Tobago. For more reads on the hospitality industry, visit this blog.
