The heart of hospitality management lies in empathy – empathy for the guests, for the business, and the service as a whole. The pandemic has hit the hospitality industry significantly, with inbound tourism coming to a halt with India under lockdown, along with the imposition of Section 144 and suspension of visas and global advisories against travel. However, this won’t last forever – as and when the pandemic recedes and things revert back to normality, the hotel and hospitality industry will be provided with a chance to make a comeback like no other.
How can they do that? Well, apart from more students applying in the best hospitality management colleges in India in order to further the legacy of the hospitality sector, any plan of rebuilding must be done keeping long-term benefits and safety compliances in mind. This can only be achieved with top-notch training of hospitality staff and exceptionally-nuanced education granted to prospective students, keeping future pandemic scenarios in mind. In this scenario, a hotel manager will come to play a seminal role in returning normalcy, and their efficiency will impact services as a whole and help usher more consumers in the near future.
Here are some factors that distinguish a great hotel manager from the rest:
- Understanding of Safety and Gratitude
Safety of consumers will become the utmost priority in all industries in the post-COVID world. This is something all prospective and existing hotel managers should understand. Reception marks the start of a guest’s journey and often makes powerful first impressions. Hotel managers should train their staff accordingly, wherein they should ensure their own safety along with their guests. The tone at the reception desk should be comforting and enthusiastic, wherein they should guide guests into following certain safety measures for the well-being of one and all.
- The Power of Personalisation
Students pursuing a BBA in Hospital Management from premier institutes, such as Ansal University, understand the importance of personalization when it comes to customer service. Something as simple as remembering a guest’s name and their room number, along with their preferences in food and accommodation and go a long way in garnering loyal customers who find value in your service. Good hotel managers make it a point to train their staff accordingly.
- Being Prompt and Ever-Ready for Assistance
Promptness is one of the key ingredients of good service. It can start as something as simple a providing luggage assistance to a guest as soon as they are assigned a room or suggesting alternative options on the food menu as per the guest’s dietary requirements. As hotel managers, one should be able to train their staff and make them understand the importance of promptness and the value of walking the extra mile. Due to the ephemeral nature of existence, it is important that you’re able to create a customer journey that is unique and memorable.
- Being Prepared for Emergency Medical Assistance
Guests might face medical issues during the course of their stay, which might range from a headache to serious health implications. As a hotel manager, you need to ready for all kinds of medical emergencies. Keep an emergency health kit handy at all times and train your staff in administering everyday medicines for common problems, such as indigestion, headache, and so on. Do arrange a doctor when required, as most hotels have an in-residence doctor for untoward situations. If a guest expresses that they are ae tired or stressed out, make sure to offer them relaxation or spa services in order to add more value to their experience and well-being.
- Frequent Hygiene Checks and Staff Training
As a manager, you need to ensure that your room service and cleaning team is performing their tasks in a proper manner. Take stock of things such as: are rooms of guests who are staying for more than a day being cleaned? Are the proper toiletries and amenities being provided and replenished? Is the staff up-to-date with guest requests and special occasions that are being celebrated within the premises? If you follow-up on these factors frequently, the cumulative service provided by the hotel will improve significantly, resulting in happier guests and greater customer retention.
Last, but not least, practice empathy. As children in a world that have been racked with horrors of a pandemic and other daily disruptions, we, as a race, need to treat each other with kindness. Thank your guests, make them feel at home, and try and personalize their service as much as possible. This will not only make you stand out as a hotel manager but also impact your team in an effective and tangible way.