Skip to main content

What Does It Take to Work in the Hospitality Industry? Staying Calm & Being Creative

Laurel Delaney (2010) suggested 2010 is the year of spontaneous innovation and small business needs to be creative in order to survive in a tough time. Here is a link to her discussion: http://www.openforum.com/idea-hub/topics/innovation/article/2010-the-year-of-spontaneous-innovation-laurel-delaney.

It is no doubt that being inventive or creative is important in hospitality industry, but it should not limit to the year of 2010. Working in hospitality industry is fun, but also very demanding. People either love working in this field or hate it. Often, people like it because they can experience different customers and different scenarios at work. Every day is a different day, and they never feel bored. It is true. Very likely, hospitality professionals face “new” people with “new” problems every day. Even under the same scenario, one solution might work for one customer but not for the others.

One key of solving new problems is to stay calm and be creative. Staying calm will allow us to “listen” what our guests need, see the “whole picture,” identify the “real problem,” and possibly find the best solution for them. Here is an example. A hotel is sold out for three days. A front office agent might receive many requests for late check-out from in-house guests and for clean rooms from early arrivals. While staff is being pushed by guests, it is important to stay calm and listen to what these guests really need and react creatively to different inquiries. If a guest just needs a room to put their luggage so that he/she can go out for fun, then this guest does not really need a clean room. If a guest is sick, she/he might indeed need a clean room as soon as possible. At least, a staff needs to “think outside the box” and offers alternative quite area for this guest to relax.

The process of solving different problems every day brings excitement and fun to the hospitality industry. No matter which era we are in, one key for success in this business is to stay calm and react to the problems with creative solutions.

Comments

  1. The issue resolving approach that you demonstrate here parallels one taught by Professor Allsion in Intro to Hospitality (At Syracuse University). By remembering the acronym, LAST: listen, apologize, solve, and thank; many of the issues you discuss here could easily be solved. If only more people in the industry would go back to the basic foundations and morals of Hospitality, and truely listen to what their guests are fighting you for, a compromise could be reached and things would run much smoother. Great suggestion!

    ReplyDelete
  2. I agree, listening is the key. If we "listen," we may be able to skip the "apologize" part. In this case, a hotel has a very good reason to reject a guest's request because many hotels don't guarantee a clean room until 3pm. Apology seems unnecessary. Of course, we need to deal with guest problems case by case, that is "being creative" is important.

    ReplyDelete

Post a Comment

Popular posts from this blog

Social media engagement is immune to COVID-19 (by Steven Valenzuela)

In the unparalleled world of COVID-19, individuals are flooded with choices: whether it be what to eat or what church service to watch. While there are marketing strategies to get consumers to purchase products to immediately increase sales, it may be a more beneficial to engage with low spending consumers in the short term, so that businesses can keep them for the long term.   Social media game strong   During this time, it is crucial to keep social media posts constant and consistently more than ever before. A recent podcast by eMarketer reports that social media outlets such as Facebook have seen a significant rise in usage. The reality is that individuals have more time on their hands, which is why it is important for businesses to utilize their free time to create content for their social media channels. In a recent interview with the hospitality net, Leland Pillsbury stated  “Customers are going to come back...And if you allow your competitors to reengage with the guests before

The 7 Ps marketing mix of home-sharing services: Insights from over one million Airbnb reviews

The 7 Ps marketing mix framework is a widely used managerial tool that helps businesses identify the principal components of a service product. The 7 P elements include Product, Promotion, Price, Place, Participant, Physical Evidence, and Process.   The 7 Ps framework can assist marketers in making decisions regarding segmentation, positioning, and differentiation. Even for the same type of products with different brands, marketers can still drive higher sales through the improvement of a product’s marketing mix.     The empirical study about 7 Ps of home-sharing services   Building upon the 7 Ps marketing mix framework, I led a research team in a big-data, supervised machine learning analysis of over 1.14 million English reviews of 37,092 Airbnb listings in San Francisco (SFO) and New York City (NYC). We aimed to discover new meaningful business intelligence through the analysis of an immense quantity of online review information that is created by consumers in the cyber marketplace

The repositioning of Ten Ren’s Tea Time (by Eddie Long)

Ten Ren’s Tea was founded in 1953 and now operates one hundred retail stores globally, providing the finest teas to their loyal customers worldwide. Ten Ren’s combines modern technology and traditional methods when processing tea leaves to provide customers with the highest quality tea that aids in improving the quality of life and health for their customers. Ten Ren’s Tea Time, the restaurant, has a total of nine locations in the Southern California area. New Image: Ten Ren’s Tea Time recently changed its logo, as shown below. We can say that the marketing team wanted a change of the company’s logo to regain customer’s attention and regain their sales.  Just like they changed their logo, they also updated the website to fit the new theme. Their website appears more modernized than their previous design s, which can attract potential customers and returning customers. The company wanted to show its target market that they know what customers want and can accommodate any customer’s