This brings me to the reason for my essay, which is to share my vision that the major priority in a hospitality industry still belongs to those, for whom it was created - guests.
Sometimes managers are so busy organizing and managing the business that they forget that it continues to exist because of the customers. They do integrate the nameless, faceless customer in their planning but they often tend to think of customers as an entity, which buys the product and services, they see customers as numbers that bring in income. Thy get busy laying ideas of how to lure customers to them and not have them go to the competitors but do they invest enough time and effort to discover who their customer is and to think of him as a human being, who also thinks and plans, and has specific expectations. .
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Guests deliver the message to the outside world about the environment they want to exist in and it has to be heard properly; as guest expectations grow and evolve in light of the changing personal and cultural preferences of today's consumers, so too do the Standards of the Hospitality Industry. This is a key to success, as it has always been - keeping up with the consumers" objectives, needs and wants. That is why companies, not only hospitality related, struggle for the latest environmental trends, invest a lot of money in the research into consumers" preferences and appreciate any feedback from their guests as it points out the mistakes. .
Lately a lot of emphasis has been put on employees" role in guest-hotel relationship.
Researches have been conducted together with associated studies in order to form the basis and develop diverse employee training programs. These advanced training programs cover many employee-related issues, all of which can be categorized under three main subjects: skills, attitude and knowledge. In short, managers attempt to share their great overview of the importance of delivering exceptional service in order to win repeat business and increase profitability covering the "how-to's" on understanding guest needs and expectations, listening, and the importance of attitude.
