When it comes to the hospitality industry, whether it’s bars, restaurants, or hotels, many business owners included are having to reinvent what it means to provide better quality customer service in the field. Through technology, such as social media, modern customers have different expectations and yield more power when it comes to consumer influence.
The 21st-century customer has higher expectations for the service they choose as well as the experience they have when they spend money dining out or staying in a hotel. So, what does good hospitality mean as we head into yet another new decade within a matter of months?
While social media and online reviews play pivotal roles in how those in the hospitality industry serve their customers and try to reach new customers, some traditional methods remain the same. Good customer service requires healthy communication between guests and staff. While communication is an important part of any relationship and in any industry, exercising excellent customer service goes beyond that.
A hotel's staff can anticipate the needs of their guests or ask if they need additional services rendered. Putting it out there that you’re willing to take care of even the smallest needs or suggesting where they can find local services is one step in the right direction.
No matter if your customer service is five-star, there is always the risk of a dissatisfied customer for any number of reasons. The water is too hard, the room is too cold, there aren’t enough ice cubes, etc. The way a restaurant or hotel can handle any problems or complaints that take place during their visit is easily noticed. Hotels, for instance, should have a set of protocol measures in place that they can utilize when something goes wrong or a dispute is made.
Excellent customer service in this industry can apply to the level of efficiency that is put on display among hospitality staff members and management when things go wrong. The best way to handle things is to listen to the customer and their needs and figure out the best plan of action. Taking an actionable approach will go a long way and is a basic form of communication that can set a hotel or restaurant apart.
However, when a dispute unravels, customers may feel inclined to pursue legal action, either due to negligence or loss of funds somehow. In this case, it’s important for those in the industry to protect their reputation and assets with a form of hospitality insurance. From restaurants to hotels to sports bars, having a form of hospitality insurance will help to safeguard a business in the event of a claim.
When guests at a hotel or in a restaurant have a request, most businesses try to do their best to satisfy that request with whatever services and sources they’re able to provide. Staff should be encouraged to engage their customers and listen for cues that they can then turn into opportunities to enhance the customer experience, such as suggesting different attractions or other nearby services. A hotel that exceeds expectations and really takes the time to listen to guests’ needs stands apart as a place that promotes excellent customer service in the hospitality industry.
At RMS Hospitality Group, our expertly crafted policies are written specifically for the hospitality industry. We offer custom-tailored solutions to meet any venue’s specific needs. For more information, contact our knowledgeable experts today at (888) 359-8390.
At RMS and associated firms, business continues as usual. Our staff is remote-capable and available to handle all partners, brokers, and insureds at the present time.
