Factors That Contributes to Excellent Service Quality in the Hospitality Industry

If there is one industry where clients place a high value on the quality of service they receive, it is the hotel industry. Hotels spend a large amount of time and money training their personnel in advanced soft skills like as anticipating customers’ wants, paying personalized attention, providing service as promised, and exceeding clients’ expectations.

Attempting to fulfill or even surpass a guest’s expectations necessitates a careful examination of one’s own and the guest’s frame of reference, which is based on beliefs, preferences, values, and other cultural components.

Hotel chains operate all over the world in today’s globalized market, attempting to retain their philosophy and quality standards through a strong corporate culture. The industry is also regarded for being one of the most inclusive and diverse workplaces. At the same time, as human movement increases, the hotel’s clientele is growing more culturally varied.

Hotels should look at all the aspects while giving service to guests, the most significant contribution is culture and how to provide customer satisfaction which is directly proportional to each other.

Now all the guests don’t hold the same perspective, hence culture plays an important role like examples:

• If most of your guests are Chinese, the cuisine served in your kitchen or restaurant should be traditional and authentic. The same is true for Middle Eastern visitors who will expect Halal dishes to be provided. Other cultures, such as Greek, tend to dine at odd hours. Some Greek visitors may not want to have their major meal of the day before 10 p.m., so handling circumstances like this will be something else you must handle.
• Few things are more crucial to guest happiness than the dining experience at your hotel, because many hospitality employees are also migrants, your chances of recruiting a staff member from a different culture are great. There may be linguistic obstacles to overcome, but the most crucial factor is your attitude and respect for one another.
• Depending on the culture, feedback and criticism can be addressed in a variety of ways. Some cultures want to be aggressive, whilst others choose to be less confrontational and more docile.

Culture may present a slew of roadblocks to providing exceptional service quality. Increasing an employee’s cultural awareness can aid in the reduction of gaps. Employees who understand the range of cultural preferences that may exist in a service interaction have a better chance of exceeding their guests’ expectations.

Finally, culturally sensitive employees are critical to meeting high service quality requirements in international hotels, which can contribute to a competitive edge over hotels whose staff lack these abilities.