Thehospitality industry is a category within the service industry thatis made up of exciting organizations such as hotels, fast food, foodservice management, night clubs and coffee shops. Services offered inthe industry include accommodation, transportation, event planning,lodging, cruise line etc. Effective training is critical for careerprogression and personal development in the industry (Ottenbacheret al, 2006).Notably, the backbone of the hospitality industry is customerservice. The business level of success in the industry is determinedby how accomplished and excellent the customer service level is.
Theindustry is made up of several facets such as food and beverage. Thisis the largest element of the hospitality industry and is made up offast-food eateries, catering enterprises, high-end restaurants andother manifestations. Noticeably, food and beverage can actsymbiotically with other businesses e.g. movie theatres. Another keyelement of the industry is accommodation. It is a broad segment thatincludes hotel, bed and breakfast establishments and otherenterprises that offer lodging services such as resorts. One moreelement of the industry is travel and tourism. This aspectencompasses transportation such as cruise ships, trains and airlines.In addition, this element requires employees knowledgeable inInformation technology and destination to complement and bettercustomer service.
Servicelevels offered in this industry are vital for its success and dependon the capability, training, aptitude and commitment of thetaskforce. The first service level is excellent customer service.This is when hen customer expectation is higher than perception i.e.customers get more than they wish. When the expectation is equal toperception, this is termed as an acceptable service level that couldsatisfy and maintain customers. A poor service level is when customerexpectation is lower than perception it means customers get lessthan they wish.
Cooperationor working together as a group is fundamental for success whileworking in the hospitality industry. Joining together guaranteessuccess in the hospitality industry as it promotes customer serviceexcellence. By working together in a group, I am able to obtain thenecessary communication skills which will help me listen, communicateand negotiate effectively while working on a team in the hospitalityindustry. Working together will help obtain perceptions andinformation while creating a permissive and non-threateningenvironment in the team. This will help in easier building of trustand taking of initiative thus easier collaboration and coordinationwithin the team.
Accordingto Oakley et al (2004) working together in a group also equips onewith knowledge of how to deal with collaborative relationships byovercoming isolation and personal differences i.e. will help inseeing team members as partners rather than competitors by beingtrustful. Additionally, groups will shift the predominant view in thesociety of emphasis of individualism. While on a team n thehospitality industry, I will be able to effectively share risks,responsibilities and rewards with team members with the help ofskills acquired in groups. Group work will therefore help me toalways view the marketplace through the lens of partners andcustomers by easily understanding perceptions and expectations ofothers.
Nonetheless,there are some areas I feel I need to address. There is need toimprove my knowledge management, communication and analytical skills.Working together in groups more often will help me polish theseskills and will help me understand customers and team members betterin the hospitality industry. I also need to learn more skills on howto handle problems. Customers in the industry require managers whoprovide god solutions and advice. Therefore, I need to learn moreproblem management and first contact resolution (FCR) skills.
Oakley,B., Felder, R. M., Brent, R., & Elhajj, I. (2004). Turningstudent groups into effective teams. Journalof student centered learning,2(1),9-34.
Ottenbacher,M., Gnoth, J., & Jones, P. (2006). Identifying determinants ofsuccess in development of new high-contact services: Insights fromthe hospitality industry. InternationalJournal of Service Industry Management,17(4),344-363.