When you're working in hospitality, there's one sure thing: all your days will be different. The industry comprises various moving parts that make it an excellent teacher.
Several fields come into play within the hospitality industry to create an experience. E.g. Real estate, function and event planning, food and beverage, reception and front office, accounts, cost controls, maintenance & engineering, laundry, housekeeping services, retail, transportation, activities, gardens and amenities, horticulture, training and development of human capital and the list can go on depending on the property/resources being managed.
The hours can be long and gruelling. Often, hospitality workers can be the most challenging customers since they know what they have to put up with when the roles are reversed, and they are the service providers.
So, what does hospitality mean to you? Smiling at the customer? As is so readily touted in so many programs - written and spoken? When seen within the public domain, do we pay attention to operations to ensure that the organization functions as one entity?
A variety of roles are required within a well-run hospitality organization, and the level of competence is expected. No effort that goes into creating the customers' experience is accidental. You need to be functional in the areas within which you serve.
In short, every element of activity must bring value to the experience of the guest in a manner that surpasses their expectations - creating value in their minds without the concern necessarily of money they have to/need to spend.
Let's do better to enhance our services within the hospitality environment.