Being a manager is not an easy task, especially in an industry like the hospitality and hotel industry.
Today, there exist a lot of hotel management institutes that help you hone your skills and make you ready to take on the pressures of the real world, but there are always some unexpected crises that a manager has to face and thus, here is a list of things a manager should always keep in mind while dealing with customers:
- Customer Relationship Management is a Priority:
As the age old saying goes, ‘Customer is King’. In the Hotel Industry, a customer is paying in exchange for relaxation and comfort. In such a case, a manager’s efforts to maintain cordial relations with the customer increases the customer retention rates. Customer relationship management is basically using strategic plans to increase and improve the relationship between the customers and the organization.
So, customer transactions and procedures need to be kept as precise as possible and their queries need to be attended to at the earliest. A good relationship acts as a catalyst for a customer to return to your hotel and avail your services.
- Embrace technology:
Technology is a gift which makes a managers life easier. From information systems to digitalized documentation, everything serves a larger purpose which doesn’t just reduce the manual efforts applied, but also makes it much easier for the management of a hotel to access this information.
From assets to finances, everything can be handled through the web today. A manager should be on the look-out for any new technology which will feasibly fit into the working of the organization and reduce wastage of resources.
When there is a centralized database and a centralized management maintained, the staff in the different departments are aware of their responsibilities and there is an efficient monitoring system maintained. It is important for the employees to know where to report and how the management works and thus, centralizing the processes and management helps in maintaining uniformity in the organization.
This also helps in keeping a track of employee performance and increases customer engagement. In a centralized system, the manager needs to be completely thorough with the procedures as he would be responsible for taking decisions regarding the system.
- Courtesy and etiquettes:
While this is extremely important when it comes to customer interaction, it is also a factor for the manager when it comes to employee interaction. An employee will try and emulate a manager’s work ethic and way of solving crises, and so, it is important to set the right example in front of them. A manager will be put into high pressure situations and would interact with customers on a daily basis. A manager represents the hotel that he works in, while interacting with the customer and thus, the customer will base his first impression of the hotel on this interaction with the manager. The way a manager presents himself/ herself says a lot about the organization. Presentation is a priority in the hospitality industry. Any institute of hotel management would teach their students, presentation skills on a priority basis.
- Value Team:
For a manager, his team is what helps him run the show. A team has the potential to make or break a deal and so, it is important to treat them right. Each employee is different with a different set of skills, and a manager’s job is to recognize that skill set and put it to the best use. Allocation of assets and resources is what a manager should concentrate on in order to extract maximum benefit from his/her team. When an employee feels valued, he gets a sense of ownership towards his job and the organization which improves his performance. There are various internal conflicts that a manager might have to look into, for example, an employee not being able to keep up with the team or handling conflicts between the members. During problem solving, a manager has to make sure that he doesn’t demotivate the team and acts fair to all employees. Every member of a team should be on the same page, including the manager.
- Corporate Social Responsibility:
CSR is done by corporate organizations with a view of giving back to the society. CSR is a very important practice which needs to be taken up by organizations in the hospitality and hotel industry in order to maintain a balance in the society. Recently, there has been a development in recycling of used soaps from hotels in a hygienic way for the poorer section of the society. Various hotels have also taken efforts to curb the wastage of food resources by giving the remaining food from the professional kitchens to the underprivileged. Such activities act as a bridge between a corporate organization and the activities of a non-profit organization. This works in favor of both, business development and social welfare.
- Future plans:
While it is important to have a strategy ready for the recent future, it is also vital for all decisions to be made keeping in mind any predictions for the future which is farther away.
A manager is supposed to have a vision for the future and the understanding whether it would be feasible or not. A good education in Hotel management from a reputed institute and a considerable amount of work experience will equip you with the instinct to take decisions while considering the future agendas.
When you lead a team, it is important to be motivated in order to motivate the people you work with. As a manager, you would be expected to be efficient and enthusiastic yourself, before you try to pump up your team.
While pursuing a hotel management course, you will come across instances wherein you will be expected to lead a team, this is a good chance to hone your leadership skills as that will be a key factor in your managerial career.