The growth of the “mobility” of humanity has led to the situation that tourism and the hotel sector have become the most dynamic branch of international business. Hospitality is one of the notions of civilization that thanks to progress and time has become a potent industry where millions of employees work, providing the best customer service for their guests. The hospitality from a scientific point of view defines the main measures and introduces them in compliance with the satisfaction of the least effective domestic, economic and cultural requests of guests of tourist enterprises engaged in providing services.
The hospitality industry combines various professional spheres of people’s activities: hotels, restaurants, catering, leisure and entertainment, organizing conferences, seminars and exhibitions, sports, excursions, etc. Therefore, the hospitality industry is a complex field of activity for employees who meet any inquiries and wishes of tourists.
Today, the hotel and restaurant business or hospitality management in general as a part of the hospitality industry is rapidly developing and reaching world levels. The most important goal of hospitality management is the organization of production and provision of high quality customer service taking into account the interests of consumers and ensuring a stable position of the company in the market of services. So, the ultimate goal of business activity in the field of hospitality is to meet the needs of the client, and only then to increase the company’s revenues.
Thus, the core point of effective management is customer satisfaction. Satisfaction is the provision of the level and quality of customer service that the guest expects. If the service suits the guest, he will pay for it and in the future will not only return to this hotel but will advise the facility to his friends. In other words, satisfaction is a starting point of a prosperous business, and customer satisfaction is the most important task of the hospitality industry. Our guests do not depend on us, but we depend on them. It is obvious that the guest is always right!
Of course, it is not an easy task for both the managers and employees. The most important factor in modern hotels is the quality management of services, which involves the development and implementation of quality standards, training of employees, control, adjustment, improvement of customer service at all areas of the hotel.
In the hotel business model of hospitality is associated with the ability of the organization to respond quickly to changes in both the internal and external environment, to determine the essence of existence and significant differences from other organizations.
In the service sector, it is very important to have the right selection of employees who meet the requirements of clients. Many employees are in direct contact with clients and are automatically involved in the process of achieving the primary goal of the hospitality, and the quality of service depends not only on their skills but also on their consciousness. Customer satisfaction in the service sector is also achieved through the courtesy of the staff, its responsiveness. And effective human management becomes the most important function of personnel management.
In the hospitality industry, the efficiency of the organization depends on its staff and the relationships between them. So, the managers are responsible for discipline, for the training of their employees and for the division of responsibilities between them, ensuring a clear interaction, providing information, as well as for the welfare of their employees. They should be able to make decisions in serious situations in double-quick time.
There are many different programs that help employers and managers to obtain all the necessary skills for work in hospitality management. One of them is Make it Right. The goal of this program is the promoting of employees to make decisions themselves. The algorithm of the program was as follows: every employee was given two cards, that he could give to the guest, who was not satisfied with the service. As a result, only several cards were used. It means that employees felt awkward to make decisions instead of the managers. They are convinced that to make decisions is the work of managers.
Another program is Rich. This program is aimed at allowing employees to be the representative of their department among others. This program also gives an opportunity to an employee to evaluate his work from another side, to see the drawbacks and to make decisions in the right way. In this program managers and employees are on the same wave.
A great example of good hospitality management and perfect customer service is a world-renowned five-star hotel The Cosmopolitan, that is located in the center of Las Vegas and is the heart of entertainment and recreation. The Cosmopolitan is not just a remarkable hotel; it is also an outstanding resort and casino. A rich variety of classic games in the Cosmopolitan gambling house is successfully combined with the most modern gaming offers.
In 2012, The Cosmopolitan was recognized as one of the best hotels in the world for a romantic getaway. In 2013, the Gogobot travel app recognized the hotel as the “best hotel in the world.” In 2015, the British travel magazine Conde Nast Traveler added The Cosmopolitan to the “golden list” of the best hotels in the world, and in 2016, Forbes Travel Guide awarded the hotel and spa a Four-Star Award.
A variety of shows, art exhibitions and concerts of famous artists are held in the hotel’s halls. Visiting The Cosmopolitan, you will make sure that the managers and employees here are professionals in their business and they understand the importance of customer satisfaction.
In today’s hotel business, only those hotels that can offer their customers high-quality service can withstand a tough competition in hospitality. And The Cosmopolitan is included in this list. The functional aspects of management activity in The Cosmopolitan are characterized by heuristics, administration and efficiency. High professionalism and competence of the staff, its ability and readiness to clearly, quickly and culturally serve the guest are the main facets of hospitality.
Consequently, hospitality is a sphere characterized by consumer qualities and necessitates in the creation of a positive image of the enterprise. The hospitality industry includes a range of services for customer satisfaction, and it is a key factor in determining the prospects for tourism development. Hospitality management is an area of entrepreneurship consisting of services, which are grounded on the ideas of hospitality and are defined by lavishness and kindly attitude towards the guests because guest satisfaction is a foundation of any service. The position of manager in the hospitality industry is a serious obligation and responsibility because this person should be able to control, manage, instruct and make decisions in difficult situations.
