A strong culture of service has been having an impact on hospitality and businesses in general. Have you noticed that many companies seem to be changing their public perception to both employees and customers? It seems to be a common trend in the news these days. Starting with the leadership at the top, positive changes have been occurring like providing more comfortable workspaces, diversity, and team building activities to create more cohesion among co-workers. This positive effect leads employees to value their job and company more, want to stay long-term, and have a better attitude about their day-to-day life. This can be largely credited to a focus on an effective “culture of service.”
Culture of service is when a business bases its model on the overall customer experience and the environment employees work in. It is created when a core foundation of values is instilled that is focused on others. One of the primary qualities needed in hospitality and to improve culture of service is to have a servant-like attitude. Qualities of someone with good servant leadership include listening, empathy, and a willingness to serve. Regardless of the industry, someone who has good servant leadership will lead by example and make sure the needs of others are their highest priority. This could start with their employees and eventually makes its way to the customers as the leadership style funnels through the whole property. Servant leaders will focus on the growth and well-being of the people they interact with and their community such as promoting and organizing giving-back initiatives. When this leadership style is present, the customer experience and employee relationships will only improve because they can see that the property truly does care starting with the leadership at the top. This is what hospitality and culture of service is all about.
Thoughts on Customer Service
The hospitality industry has frequent interaction with the public, so customer service is a key element required for an effective culture of service. To have good customer service skills, you need to be constantly striving to improve key personality qualities. This includes being a good listener, practicing patience, and having a people-first attitude. It also helps to have the company values align with your own personal values. Stamina and curiosity are also important. Stamina and thick skin will help you push through difficult conversations that you may otherwise take too personally, and curiosity will help you understand your customers better and make conversations more engaging. It is also important to be non-judgmental and to stay positive even during difficult circumstances. Whether you are the manager, a front desk associate, or a housekeeper, these are all extremely important skills to work on and master for yourself.
Focus on “Hospitality”
Hospitality is an attitude. People with good hospitality skills will treat friends and strangers alike and strive to make each guest feel welcome to display an effective culture of service. It is important for a hospitality business to draw its attention to the “hospitality” and form good relationships with the guests. Places that understand and value hospitality will be welcoming, caring, and friendly. People working at these businesses will think of it as more than just an average place where guests come to dine and rest. Once people can see your business does truly value the guests, the rest will build itself as your reputation grows and more guests book reservations at your property.
InnStyle is Here for You
The ultimate priority for InnStyle is the customer. They know how busy the life of a professional in the hospitality industry can be, so they hope to make your life simpler and offer a wide range hospitality linens and supplies. They take pride in being a one-stop-shop for all your hospitality needs. Please feel free to contact InnStyle if you have any hospitality questions. They can be reached at 267-354-6020 or 800-877-4667. Their website is https://www.innstyle.com/.