Hospitality is everywhere. In our homes, in our offices, in the restaurant. It is all around us and carries so much meaning beyond eating and serving food. Hospitality is tailored service and in service, you understand that you are dealing with human beings. The key to understanding this is that firstly it is tailored(to suit specific needs) and it involves people. Service is tailored towards a person’s need and that is the beauty and complexity of hospitality. Everyone’s need and expectation is different. It is important to understand the dynamics in our quest to give others the best service possible. And indeed it is not only limited to the businesses in the hospitality industry but businesses that involve customer service in one way or the other.
Service is tailored towards a person’s need and that is the beauty and complexity of hospitality. Everyone’s need and expectation is different.
In my most bias tone, I always say that those involved in the hospitality industry have the most noble profession because you are attending to the most basic universal needs of man- the need to be fed, clothed and sheltered and that is never going to be outmoded, in any way. The question I ask however is that are we doing it well? Are we accustomed to our theories of what we believe customer service is or are we really meeting the needs of others? Are we concerned with the numbers on our sales reports or are we passionate about ensuring that each person that walks through our doors leaves feeling much better than (s)he came. I always stress on the fact that if you truly do not have a mindset of service and a mindset of seeing others pleased, do not attempt to take up a job in hospitality because the demands on the job will leave you feeling exhausted without a cause.
In recent years of working as a Restaurant Supervisor, I realized that good service always translates to good business. In 2016, the restaurant was listed as one of the best in Africa and it got me thinking for a long time. I realized it was not necessarily the good food even though that was major. It was the extra touch of connection with our clients, many of whom had been with the business for the twenty two years that it existed. That is the core of hospitality and good service- to go beyond the numbers and to create a space where people feel connected to your business, so much that they feel like they are a part of your success story.
Hospitality is and has always been about people and again if you are not understanding of the needs of people, you are most likely to give up due to the demands of it. I have learned that because each person is unique, you ought to develop in knowledge and in patience in dealing with others. In my next post, I talk a bit more on customer service in Ghana and how we can better the current trends in our businesses.