Participate in office donations, but don’t make an issue of how much or how little you give. Good body language can positively impact on the experience of a guest. Outline a code of conduct that employees must follow. Sign into the Hub and start saving content for the moment you need it. Of course, as an employer in the hospitality industry, it’s your responsibility to make sure your employees know about the necessary rules and regulations. Mainly because the business world is becoming more global and having good business relationships is a must for success. Advertisements. : What do you mean by ‘wowing’? In the hotel industry, polished presentation is vital to success. Importance of Marketing for Hotels. Click. Apart from ensuring that every service is being supplied on time, it is important to make sure that the etiquettes of the service sector are also met. Therefore, grooming and etiquette is an important aspect for one to present themselves to the outer world. Outlook and Approach Click. The physical appearance of your hotel staff helps to maintain your overall appearance, but the way they act also contributes to the hotel’s reputation. Without etiquette, it would be difficult for any business to thrive, particularly in the hospitality industry, where treating people well is of paramount importance. Sykes: Definitely. Those who receive high praise from guests or continually meet or exceed expectations should be rewarded for their efforts. You may even get as detailed as outlining nail polish colors, the appropriate amount of make-up for women or asking employees to wear deodorant. Click. Sykes: It can really break you. In this new age of electronic communication, one should not forget that effective verbal and non-verbal communication skills should be emphasized and well-executed in the hospitality industry. All rights reserved. Managers must always gently confront staff about issues like body odour or bad breath. The physical appearance of your hotel staff helps to maintain your overall appearance, but the way they act also contributes to the hotel’s reputation. Sykes: My courses always focus on the usage of correct language. Within the last decade it has grown and become more important than ever. The same applies to the hotel staff too. Prong 1 – (The Craft) Your craft is what you study, what you create and what you honor. Everything about your property will be evaluated through photographs and reviews before a guest even decides to purchase a room. 2. It is extremely important to practice business etiquette to succeed – it fosters good relationships not just with employees but also customers and other business vital partners. Though some hotels might be too busy managing their property with no time left for training and grooming of their staff, you should know that the appearance of your staff is just as important as choosing the right property management software or creating a revenue plan. speaks with Philip Sykes, who trains hospitality staff at The British School of Etiquette, to discuss the importance of first impressions, language and going the extra mile, Hero image: credit to Louis Hansel, Unsplash, From marketing tactics to gamification, Click. The Hospitality sector is a highly diversified and demanding Industry, which forces its workers to possess prerequisite skills and traits to ensure they are adaptable in this rapidly changing sector. If your rooms look out of date, your lobby is dirty or your restaurant looks cramped, guests will make an initial judgment about your property that will not be in your favor. Attitude Is Everything In Hospitality Industry “It is easy to train someone to do a job, but it's very hard to train someone with poor attitude to be highly motivated. A friend of mine was formerly head butler at The Ritz in London, and was looking after a VIP guest. When it comes to your staff’s demeanor, uniform and personal grooming habits, employees should follow a strict dress code so they can be the face of the hotel. Keep office correspondence brief and avoid interjecting personal opinions unless it is necessary. If you don’t like something, change it. Knowing how to treat guests with courtesy and respect makes them feel safe. That to me is a ‘wow’. Did you know you can now create your own personal content library? Etiquette is Necessity: People appreciate correct etiquettes. Below we have mentioned the importance of customer feedback in the hotel industry. It can get very personal, but necessary, because every detail – tidiness, perfume, socks, having a polished name badge, tattoos, the tidiness of beards – may affect guests. Hospitality sales are different from consumer goods sales because marketers must sell tangible as well as intangible products. Understanding of Customers and Code of Behavior. Add your answer and earn points. Because etiquette is about equipping oneself with tools that aren’t difficult to employ, yet can make a fundamental difference. Join the #Rebuilding conversation in the Partner Community. choosing the right property management software, How to Choose an Easy to Learn and Use Hotel Property Management System in 5 Steps, Go Contactless Post COVID: The Complete Contactless Suite. It creates positive impressions, increases confidence and self-esteem, enhancing communication skills and is also improving customer relations. : How much damage can poor etiquette do? For example, showing the soles of one’s shoes is very disrespectful to someone in the Arab community. You can learn internationally practised etiquette through precise training. Etiquette and Manners of aTrue Hotelier 9. All of our best solutions, organised by your business needs. Hoteliers might try to think about their clientele as being like insects with incredibly perceptive antennae. Give guidelines for both men and women that dictate appropriate hairstyles, accessories and shoes. Click. The Importance Of Business Etiquette 1226 Words | 5 Pages. Classic hand gestures (such as the thumbs up) have different meanings in different places, and risk your inadvertently causing offence. And being more attentive can really lift an establishment. They must look professional and presentable because they are an integral part of the property. About Booking.com | Privacy and Cookies Statement, All references to "Booking.com", including any mention of "us", "we" and "our" refer to Booking.com BV, the company behind Booking.com™, Click. Employees should be encouraged to report for duty five to 10 minutes before their shift starts and to always treat guests with respect. : Are they any classic etiquette blunders? Staff should stand correctly and walk tall, rather than with hunched shoulders. Every business needs to keep customers and clients happy, but in the hospitality industry it’s so vitally important to keep guests engaged in order for the business to grow and prosper. Copyright © 1996-2020 Booking.com. Find tips and advice to help you through this time with the hashtag #Rebuilding, Stay informed with the latest Booking.com developments, industry insights and expertise. Etiquette pertains to generally accepted standards of good behavior. Next Page . Connect online with fellow Booking.com partners. Employees should be encouraged to report for duty five to 10 minutes before their shift starts and to always treat guests with respect. Growing Together is our ongoing promise to build a stronger era of partnership. Have that attitude, and you’ll leave a positive, lasting impression, With 75-80% of our communication being non-verbal, body language – along with grooming – can hugely impact on a guest’s experience, Etiquette blunders – which also include being over-personal – can be the key detail a guest remembers afterwards, While maintaining a consistent standard is imperative, staff delivering ‘wows’ by going the extra mile also have the potential to leave a permanent, positive impression, Staff should swot up on key cultural differences and avoid classic hand gestures. Other classic gaffes include not knowing your product – for example waiters, when quizzed about a dish, only saying that they’ve never tried it – or getting just a little too personal, such as asking “Oh sir, is that an XYZ watch you’re wearing?”. You do not point out their errors or draw attention to their mistakes. In the hospitality industry, consumer behavior affects how guests choose the hotels, restaurants, and entertainment. Telephone plays a very important role in hotel industry. Sykes: Always aim to under-promise and over-deliver. Knowing how to treat guests with courtesy and respect makes them feel safe. Any business needs to keep customers and clients happy, but in the hospitality industry it’s so important to keep guests engaged in order for repeat business and for referral purposes. It’s a well-known rule of etiquette in the Hospitality Industry to never smirk at the customer’s suggestions. 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