In last week’s feature, I described some characteristics of the spirit of excellence. Did you identify yourself with any of its features; being productive, result-driven, reason-minded, detail-oriented, having the ability to impart (diffuse), being genuine (truthful), persistent but gentle (not aggressive)?
The hospitality and tourism industry creates many avenues to pursue excellence relentlessly.
An Extract of a Hotel Review
An Extract of a Tour Review
Providing excellent service does not just happen. Consider the personal traits and interpersonal skills highlighted (pleasant, willing to assist, patient, courteous, humble and hardworking, friendly and kind, attentive and caring) for both a hotel and a tour, portraying the spirit of excellence! These personal traits are known as soft skills and /or transferable skills. They are required in any service-oriented work. They provide a very solid foundation on which to build excellent customer service. They are the human aspect of providing service for the hotel guest, the tourist, or any customer receiving service to FEEL SERVED. They complement ‘hard skills’, which refer to a person’s knowledge and occupational skills.
In response to the question, ‘how does one get it?’ I present below two posters.
How do you rate yourself? The hospitality and tourism industry offers a host of opportunities to pursue excellence.
Below are excerpts from Careers in the lodging –hospitality industry in Ghana, (a book authored by the blog writer) showcasing real opinions of those already working in the hotel industry. Pay attention to the highlights; lessons you should treasure.
Dorothy: In a hotel, you can work your way up into different positions. When at a place for more than five years, either you get promoted or stay in the same position but a hotel’s staff is a constant switch. If you want to be a manager at a hotel, you must remain loyal, develop yourself and work hard. At the hotel I work at, this opportunity is definitely within reach.
Lesson: The work environment provides many opportunities to learn and grow on the job. Don’t underestimate your reach!
Mercy: There are not a lot of disadvantages of working at a hotel. It is more like the parts of the job that are not “fun.” I get yelled at a lot; I am mostly not given respect because I am young and seen as ignorant. I am not looked at as an equal. True, there are situations where I cannot help but that does not give people the right to yell at me. I am very smart and a college student trying to make some extra cash to support myself.
Lesson: It can be intimidating trying to work without the required technical skills expected of you on the job, much more, the soft skills. Work on yourself.
Jonas: I work in the laundry at night. I hate it. I do not understand why that is my job when my job title, receptionist, does not suggest I would be doing laundry. I get sweaty. When I am working back there and I have to go out and help a guest while I am sweaty and probably starting to smell, I do not feel right. I have to bring body spray and pat the sweat off before I walk out. I feel that the front desk needs to look nice and presentable, not sweaty. The worst of all is the rude guests that yell and try to get something from nothing. They make problems out of the smallest of problems and complain to get a discount. I get it if your room is not clean, but is that worthy of a discount? There are other rooms to transfer the guest. Yes, it is an inconvenience of 5 minutes. However, guests are not willing to be transferred and they make nasty remarks.
Lesson: Hotel personnel must be ready to switch gears at a moment’s notice and be adaptable to multiple positions. Being versatile makes you indispensable to employers and having a host of different skills, sets you up as extremely resourceful. Don’t waste learning opportunities.
Dela: I am not a person that complains if something is wrong. Usually, I just deal with it, but sometimes I know when a situation is bad. If the hotel is trying to work with you the guest, you (referring to the guest) do not have to yell at them (referring to the hotel staff) and call them names or insult them. When front desk personnel goes out of their way to quickly clean your room or go and turn the lights on or just anything that is not their responsibility, you really have no need to tell them they are terrible at their job.
Lesson: Attitude matters. Your attitude shows. Develop a good attitude.
Now to a pinch of fun!
Last week’s riddle: You answer me, although I never ask you questions. What am I?
Solution: Telephone.
Riddle for the week: What kind of room has no doors or windows?