This essay will discuss the hospitality management philosophy with attention to the present period of globalization. Possible challenges posed by globalization and other factors will be looked and how then can be solved. This is done by the use of secondary literature which will include text books, online materials, class work and personal knowledge in this field.
The Hospitality Industry
Josef Ransley and Hadyn Ingram (2004) use the concept of the modern motor vehicle to explain the trend in the hospitality industry. The modern motor vehicles are designed so as to meet every type of preference, taste and pricing level. Ransely & Ingram (2004), claim that the hospitality industry is headed in the same evolutionary process. With the globalization rate gathering momentum, the hospitalization industry is meeting of challenge of encountering different culture with diverse values on similar issues (Ransely and Ingram 10).
Ransely and Ingram (2004) argue that globalization has pushed the hospitality industry to find ways o f adapting and applying greater flexibility to existing and new products. This, they claim, will entail the development of new concepts with intrinsic ways of changing service, content and image in an economical way. They claim that the service methods are susceptible to quick changes being based on personnel skills. There is a need for increased investment in people and new methods have to be used in the campaign to retain people (Ransely and Ingram 10).
Creating flexibility in the physical property seems to pose a challenge to the hospitality industry however two solutions are given on this. Since most of the construction systems are becoming systemized and manufacture based, there is need for altering the established process of management thinking. It is true that value increase in properties when they are located where they are most needed. From this point of view today's offices are likely to be tomorrow's hotel and vice versa. This simply means adapting a building to maximize inherent value (Ransely and Ingram 11). They however write that in all these adaptation the process must satisfy the following equation; (selling price x volume) – cost = profit.
The employees and customers are also of importance when talking about the concepts of hospitality. These two have to be given a chance of experiencing hospitality: the employees from the employer and the clients from the employees and the employer. Taking the views if Danny Meyer (2006) hospitality is not similar to service, “"Service is the delivery of a product: Hospitality is how the delivery of that product makes its recipient feel” (Meyer para. 6). He continues to argue that service is monologue while hospitality is dialogue. Meyer uses the word enlightened hospitality to describe hospitality which has influential to whomever it is directed (Meyer para. 7). In order to fully display hospitality in its totality Marriot comes up with a list of ought to be done.
Concern For Your Employees
The investors or managers should treat their employees as they wish to be treated. There should be fair treatment policy. They should be given opportunities to succeed. This will enable the managers to get the confidence and respect of the employees. The employees in return are more likely to be more dedicated, committed and interested in their jobs. In achieving this, the managers will have to engage in communications with the employees. This will entail listening to and asking the employees questions and getting to know a little bit more about their lives. This will show that the management team is caring. It will be worth if the employees are known by their names (Ninemeir and Hayes 105).
Another aspect of being concern about the employees is through meeting their needs. Marriot (2008) claims that for one to build employee loyalty, team spirit, pride and morale, the employee needs have to be met first. According to Marriot (2008) when the employees are taken good care of they will also take good care of the employees (Marriot para. 6). Taking care of the employees includes ensuring that their basic needs are met. Satisfaction of the basic needs is likely to in crease the performance level of the employees (Marriot para. 7).
Recognizing and meeting the needs of the employees includes developing and recognizing them. Recognition should be made whenever employees perform well in their duties. Even those in the low profile jobs but doing consistently well should be appreciated. Managers should have hands experience and should act as example to the other employees showing them how to carry out their duties excellently. The managers as such should be the pace setters and thus the need to set an excellent standard. The managers should keep upgrading their standards to meet the standards and exceed them. Managers should constantly as themselves, “how can I, my people or my operation better meet the needs of customers?” (Marriot para. 13)
In the hospitality industry there is need for attention to be paid to details. Every process has to be handled with care because a slip in details is likely to spoil the whole hospitality experienced. This will mean that the managers will have to be alert on follow ups. Managers will need to delegate some of their duties in order to be effective. Even with the delegation of duties, managers will need to follow up on some duties to ensure that they are excellent to avoid dissatisfaction on the part of the clients (Marriot para. 14).
Commitment To Customers
Customers are at the center of the hospitality industry. The owner should be in the fore front in showing commitment to the customers. This display of commitment will act as an example to the other employees who will equally show commitment to the customers thus upgrading the level of their hospitality. There are common hospitality preferences which are known and which ought to be practiced. For in stance a good percent of client in whichever area will prefer warm attractive atmosphere that gives a feeling of security and quality. To achieve this, employees should be trained such that their manner of handling the customers should communicate warmth to the customers. In addition, employees will need to be well groomed, friendly, smiling and efficient. This will enable a high level of customer satisfaction which will help to maintain the business and keep it above competition.
Apart from providing the best service equally the goods being provided should be of a high quality. Globalization is bringing along stiff competition and thus the need to meet the money value of the customers. The products should be of the correct quality and above all should satisfy the customer needs. This will call for careful observation of the market trends and shifts in the customer preferences. This may also call for creativity in coming up with new products to meet customer needs (March, Buhalis and Crotts 78).
In this age of globalization there is need for employees to be sensitive when serving customers especially for businesses serving people of diverse back grounds. Cross cultural issues are likely to crop up with same gestures meaning different meaning some of which might be hostile. To avoid such kind of instances especially in sensitive industries like tourism, it will be wise to understand the cultural back grounds of the frequent customers of a business. This will help the employees serve the customers well and avoid touching areas which the customers may view as offensive (March, Buhalis and Crotts 8).
A business should always aim at building a good reputation when they are serving customers. A good reputation will be built from great efforts of hospitality extension towards the customers. This will help in establishing a business especially at this time of very stiff competition.
Hospitality issues are a top priority for a good number of businesses today. Globalization has increased the stiffness of competition in most businesses. This has led to businesses struggling to provide top quality goods and services with an emphasis on hospitality. This has enables business to leave an impact with the customer to make him/her make the next visit at the same place again. This is the core of the hospitality industry whenever it is applied.
March, Roger, Buhalis, Dimitrios and Crotts, John. Global alliances in tourism and hospitality management, 2000. New York, NY: Routledge.
Marriot Willard. “The Marriot management philosophy,” 2008. Retrieved on January 13, 2010 from: http://www.marriott.com/Multimedia/PDF/Marriott_Management_Philosophy.pdf
Meyer, Danny. Setting the Table: The Transforming Power of Hospitality in Business, 2008. New York, NY: HarperCollins.
Ninemeir, Jack and Hayes, David. Human resource management in the Hospitality Industry, 2008 New York, NY: John Willey and Sons.
Ransley, Joseph & Ingram Hadyn. Developing hospitality properties and facilities, 2004. London, UK: Butterworth-Heinemann.