In the hotel industry business there are three basic things that are of importance to the customers, they are accommodation, food and beverages. The customers are better referred to as guests. All guest patronizing a hotel comes with an expectation, hoping to get them met. “Every company’s greatest assets are its customers, because without customers there is no company” Michael LeBoeuf.
For these expectations to be met there are some basic things which both the executives, the management staff and lower cadre should be knowledgeable on.
Some of these may include:
a) Knowledge of the Industry- a hotel is a part of hospitality industry or home away from where accommodation is provided, food and beverages are services and other supportive services are render to adults who are sane and willing to pay for the products and services rendered.
b) Knowledge of a hotel Dos and Don’ts
c) Attributes of an hotelier.
Regular departmental meetings and training should be periodic.
General meeting were complains, observations and suggestions can be aired.
On the other hand, some relevant things can be put in place in enhancing guest satisfaction.
These may include internet facility, telephone services, gym and some other facilities that your competitors lack.
An effective hotel manager should be able to understand the business trend, understand the strength and weakness of the hotel as well as the opportunities and threats of its market place to keep the organisation in business.
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