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Hospitality is one of the fastest-growing fields in India. The profession has so much scope of improvement. Hotel management is emerging to be one of the most lucrative careers in today’s age.
The hospitality industry has tremendously expanded over the years, which has created a lot of opportunities for the people. A good manager should have good communication skills along with organizational skills to coordinate among different departments.
Various hotel management fields include hotel and restaurant management, cruise ship management, hospital, administration, hotel and tourism management, airline catering, and cabin services, club management, etc.
Be the professional by learning skills from the best university for Hotel management in Punjab and give your career a head start.
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What is the difference between service and hospitality?
There is one constant for every well run hotel operations in the world, they get the difference between service and hospitality.
Today we’ll talk about a cornerstone of the foundational element of all well-run hospitality operations around the world and what it is that they’re doing differently than everybody else. And the answer is that they understand the difference between service and hospitality.
Supposedly you’re working as a manager in a luxurious hotel. Now you have the responsibility of improving the service of the hotel.
To improve service, you may take many steps which can include reading guest reviews or talking to your staff or seeing some things going on in your operation you don’t like and you thought yourself that I need to improve my service. Well, what does that actually mean? What does “improving your service” really is?
Take a step back for a second and try to figure out what you’re actually communicating to your team and the people who are delivering on the ground.
GNA University offers hotel management courses in Punjab in which we guide you to provide the best possible hospitality service to your guests. Get yourself ahead of competition by joining best university for hotel management in Punjab today.
What is service in tourism and hospitality industry?
Now the service is actually the act of doing something to someone. So you’re deciding how that interaction is going go. You maybe prescribing specific steps along the path of service delivery that you hope to have your team, your employees deliver to your customers.
Let’s take another example here, if you had a bellman that was taking a guest to a room. While there may be some specific things along that path that sequence of service that you need your bellman to do. Maybe it’s talking about your restaurant hours. Maybe it’s offering beverage when they get to the guest room. It could be any number of things.
If you can do these acts of service, the specific task in the right sequence that is what providing service to your guest is. Of course, there can be failures, like they could miss some things along the path to the guest room. Maybe they don’t interact with the guest along the way to their room, etc..
But at the end of the day, you’re the one that’s deciding what those specific tasks are along that sequence of service should be.
What is hospitality?
Now, when we’re talking about hospitality, there’s a little bit of a different mind shift here, a different mindset when you’re communicating to your team and to your training staff.
Hospitality is the act of doing something for someone, not to someone rather for someone. And when you start to think about what that really means. It changes the interaction with your customer.
Suddenly, you start to react to the ebb and flow of the interaction, so you still have to deliver good service. You have to do the things that you say you’re going to do along that path in the right way, but really well-run operations take it to the next level, and they make sure that the team member is interacting with the customer on a level that the customer wants to receive.
So maybe somebody’s visiting a city for the first time, and they want to know all about the different festivals going on, some great restaurants or maybe you’ve got a good theatre scene in your city, and that’s why the guest is there.
Your employee has to ask probing questions to find out what it is they’re doing in the city and maybe offer up some additional information along the sequence of service.
Now the important thing to distinguish here is that maybe the guest doesn’t want to interact with your employees the way that you think they do and so that’s where this is really important here. It’s reacting to how the guest is reacting to you.
If they want more information, you’re very forthcoming and you provided. If they want a little bit less interaction, then you back off and you just do the sequence of service—the elements of your prescribing very well along the path and then you leave them be.
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Courses offered at GNA University for hotel management