personal presentation hospitality industry

Personalized Experiences: Innovative Approaches to Building Guest Loyalty

In the competitive landscape of the hospitality industry, earning and rewarding guest loyalty is paramount and properties looking to remain competitive must adopt hospitality solutions that take a comprehensive approach to building and maintaining guest loyalty. A property’s loyal guests can be relied on to support its revenue goals, particularly in times of economic uncertainty when others are decreasing the amount they travel. By leveraging innovative technology that prioritizes personalized guest experiences, hospitality businesses can create lasting relationships with their guests. This article delves into the strategies and tools hospitality software providers are employing to help properties earn and reward loyalty effectively.

The Importance of Loyalty in Hospitality

Loyalty in the hospitality industry is more than just repeat business; it’s about creating an emotional connection between guests and the property. Loyal guests not only return frequently but also become brand ambassadors, sharing their positive experiences with others and driving new business. By achieving high return hospitality, properties can effectively balance operational efficiency with emotional connection, both of which are essential for cultivating guest loyalty.

Personalized Guest Experiences

Personalization is at the heart of earning guest loyalty and properties must embrace the importance of understanding guests holistically and going beyond executing transactions to creating relationships. Solutions that enable properties to capture and analyze guest data, allowing for personalized interactions and tailored experiences are integral. By leveraging a single guest profile across all touchpoints, properties can ensure consistent and personalized service, which significantly enhances guest satisfaction and loyalty.

Through guest-facing solutions that integrate with a hotel or resort’s Property Management System (PMS), businesses can offer personalized amenities and services based on guest preferences and past behaviors. For instance, a guest who frequently orders room service can be offered a special menu or a discount on their favorite dishes. Such personalized touches make guests feel valued and appreciated, fostering loyalty.

Innovative Technology Solutions

By partnering with a PMS vendor that also provides a suite of integrated solutions that streamline operations and enhance guest experiences, properties can take advantage of a wide range of features and utilities to captivate guests. Furthermore, a PMS that can be deployed on-premise or in the cloud provides unparalleled flexibility. Systems that integrate seamlessly with ancillary solutions deployed throughout a property such as a spa, golf course, or retail outlet, ensure a cohesive and efficient guest experience.

The integration of a spa and golf solution with a PMS allows guests to book spa treatments and golf sessions effortlessly. This seamless booking experience not only enhances guest satisfaction but also encourages guests to utilize multiple amenities, increasing revenue per guest.

Effective Loyalty Programs

A successful loyalty program should offer meaningful rewards that resonate with guests and incentivize repeat visits through solutions that support the creation of flexible and customizable programs that can be tailored to meet the unique needs of each property.

Effective membership management can provide properties with the tools to manage loyalty programs efficiently allowing operators to define date-sensitive membership, food and beverage, or other fee schedules, ensuring that the program remains relevant and appealing to guests. By offering exclusive benefits and personalized rewards, properties can motivate guests to return and engage more deeply with the brand.

Enhancing Guest Engagement

Guest engagement is crucial for building loyalty and solutions must be able to facilitate effective communication between guests and staff, ensuring that guests feel heard and valued throughout their stay. Enabling instant notifications about guest requests from virtually any mobile device, allows staff to respond promptly and exceed guest expectations.

Allowing guests to choose how and when service is delivered to them eliminates wasted time and elevates guest satisfaction. Such attentive service not only resolves guest issues quickly but also leaves a lasting positive impression, encouraging guests to return.

Data-Driven Decision Making

The importance of data-driven decision-making in enhancing guest loyalty cannot be overstated. By analyzing guest data, properties can identify trends and preferences, allowing them to tailor their services and offerings accordingly. This proactive approach ensures that guests receive personalized experiences that align with their expectations and preferences.

Insights anywhere, anytime into guest behavior and preferences help create the right experiences before, during and after visits. By analyzing this data, a property might discover that a significant number of guests prefer late check-outs. The property can then offer late check-out as a standard benefit for loyalty program members, enhancing their experience and incentivizing repeat visits.

From Return On Investment to Return On Experience

Hospitality properties are beginning to measure Return on Experience (ROE) as a key hospitality metric for evaluating the effectiveness of their hospitality solutions. ROE considers the role of technology in creating engaged and empowered guests and staff. By maximizing ROE, properties can ensure that every touchpoint leads to satisfied guests, ultimately driving loyalty.

State-of-the-art booking engines can show real-time availability and allow guests to seamlessly book multiple rooms and amenities anytime, anywhere, on any device. This streamlined booking process enhances the overall guest experience, making it more likely that guests will return and recommend the property to others.

High Return Hospitality

High return hospitality is the idea that maximizing ROE across every hospitality touchpoint will encourage guests to keep returning to a property. Improving guest retention by as little as 5% can increase profits by up to 25%. Loyal guests not only provide a steady revenue stream but also serve as effective ambassadors for the property, attracting new customers through positive word-of-mouth.

residence management allows properties to manage revenue allocations and splits, including expenses allocated between individual owners, the association and the property by leveraging an integrated and powerful set of tools including detailed reports that analyze residence profitability as well as the various expenses appropriated to specific units. This level of financial transparency and efficiency enhances the property’s reputation, encouraging owners and guests to continue their association with the property.

Leveraging Unified Ecosystems

In a fragmented environment, guests often face frustration when interfacing with multiple disparate applications. This can lead to missed revenue opportunities and reduced guest satisfaction. By adopting solutions that work seamlessly within both multi-vendor environments and unified ecosystems, properties are able to navigate a competitive hospitality landscape with unparalleled flexibility. A unified ecosystem can work to alleviate staff workloads by automating administrative tasks that were previously handled by staff. With less time spent on these non-value-added tasks, staff can spend more time working directly with guests.

State-of-the-art

property management systems can now run on-premise or in the cloud, unlike legacy systems that typically support only one or the other. This flexibility allows properties to choose the deployment model that best fits their needs while ensuring a seamless experience for guests and staff.

Enabling Staff to Enhance Guest Experiences

Empowered staff play a crucial role in delivering exceptional guest experiences and properties can now leverage solutions that provide staff with the tools they need to respond to guest requests promptly and efficiently. By equipping staff with real-time data and intuitive interfaces, properties can ensure that guests receive top-notch service at every interaction.

Task and guest communication management solutions enable staff to receive instant notifications about guest requests on their mobile devices. This immediate access to guest information allows employees to provide timely and personalized service, enhancing the overall guest experience and fostering loyalty.

The Future of Loyalty in Hospitality

Loyal guests are essential in the hospitality industry. They serve as ambassadors for a property, enthusiastically advocating on its behalf on and off property. Reviews and ratings play an important role in where travelers choose to book, so the more brand champions a property can maintain and convert, the more likely that property is going to be selected by new guests. Taking a purposeful approach to cultivating loyalty by exceeding guest expectations creates a flywheel effect that creates more loyal guests.

As the hospitality industry continues to evolve, so do guest expectations. Hospitality software providers must remain committed to staying at the forefront of this evolution by continuously enhancing their solutions and incorporating the latest technological advancements. By focusing on innovation and personalization, software providers help properties stay competitive and maintain high levels of guest loyalty.

Hospitality software providers are exploring the use of artificial intelligence (AI) and machine learning (ML) to further personalize guest experiences. By analyzing vast amounts of data, AI and ML can provide insights into guest preferences and behaviors, enabling properties to offer highly tailored services and recommendations.

In conclusion, earning and rewarding guest loyalty is a multifaceted endeavor that requires a strategic approach and the right technology solutions. Providing hospitality properties with the tools and insights needed to create personalized, engaging, and seamless experiences that foster loyalty should be the goal of every hospitality software provider looking to compete in today’s dynamic environment. By leveraging innovative, unified solutions that reveal a holistic view of revenue per guest, properties can enhance guest satisfaction, increase repeat business, and deliver more personalized service and offers in the moment.

In a world where guest expectations are constantly evolving, staying ahead requires a commitment to continuous improvement and innovation. With the right partner, hospitality properties are well-equipped to meet these challenges and build lasting relationships with their guests. By focusing on personalized experiences, innovative technology, and data-driven decision-making, properties can earn and reward loyalty, ensuring long-term success in the hospitality industry.

Reprinted from the Hotel Business Review with permission from http://www.hotelexecutive.com/ .

About Agilysys

Agilysys is well known for its long heritage of hospitality-focused technology innovation. The Company delivers modular and integrated software solutions and expertise to businesses seeking to maximize Return on Experience (ROE) through hospitality encounters that are both personal and profitable. Over time, customers achieve High Return Hospitality by consistently delighting guests, retaining staff and growing margins. Customers around the world include: branded and independent hotels; multi-amenity resort properties; casinos; property, hotel and resort management companies; cruise lines; corporate dining providers; higher education campus dining providers; food service management companies; hospitals; lifestyle communities; senior living facilities; stadiums; and theme parks. The Agilysys Hospitality Cloud™ combines core operational systems for property management (PMS), point of sale (POS) and inventory and procurement (I&P) with Experience Enhancers™ that meaningfully improve interactions for guests and for employees across dimensions such as digital access, mobile convenience, self-service control, personal choice, payment options, service coverage and real-time insights to improve decisions. Core solutions and Experience Enhancers are selectively combined in Hospitality Solution Studios™ tailored to specific hospitality settings and business needs. Agilysys operates across the Americas, Europe, the Middle East, Africa, Asia-Pacific, and India with headquarters located in Alpharetta, GA. For more information visit Agilysys.com 

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Introduction to front office

Personal presentation for front line staff

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The front office is like first impressions: good or bad, you always remember them. In this lesson, Sofia Barroso Gomez takes you through the importance of presentation and behavioral expectations when working at the front office.

What you'll learn in the Personal presentation for front line staff lesson

• How to present yourself to a hotel's presentation and grooming standards
• Some personal behavior to adopt to present well

Who the Introduction to front office course is for

This online course is ideal for hotel employees as well as any workers in the hospitality industry wanting to learn more about the fundamentals of front office.

Sofia Barroso Gomez

Other lessons included in this course.

Welcome - Introduction to front office

The front office team

Different guest types

Making guests feel welcome

Types of rooms and service

Front office team communications

Front office presentation and tools

Responding to front office guest complai...

Conclusion - Introduction to front offic...

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Professionalism and personal presentation

Professionalism.

• Professionalism is crucial for maintaining a high standard of service in the hospitality industry.
• It involves adhering to the industry standards and the specific policies of your workplace.
• Professionalism includes being reliable, showing up to work on time, and carrying out tasks efficiently and effectively.
• Keeping a positive attitude, maintaining composure in stressful situations, and treating both customers and colleagues with respect are also vitally important aspects of professionalism.
• Demonstrating strong problem-solving skills and a strong work ethic shows a high level of professionalism.
• Confidentiality is a key element of professionalism. Personal or sensitive customer information should always be protected and not shared inappropriately.
• Professionalism can enhance your personal reputation, the reputation of the business, and can contribute to career advancement opportunities.

Personal Presentation

• A high standard of personal presentation is vital in the hospitality industry.
• Personal presentation involves maintaining a neat and clean appearance always. Employees should adhere to the company’s dress code policies.
• Good hygiene is essential, including clean hands, short and clean nails, neat and tidy hair, and a fresh-smelling breath.
• Inappropriate attire, poor grooming, and visible tattoos or excessive piercings can be perceived as unprofessional in the hospitality industry.
• The personal presentation can have an impact on customers’ perception of the business. Quality personal presentation can instil trust and confidence from the customers.

Attitude and Behaviour

• A professional should display a positive attitude and behaviour while dealing with customers or colleagues.
• This includes being approachable, courteous, and respectful at all times.
• Show enthusiasm for your role and the services you provide, demonstrating pride in your work.
• Staff should always maintain a calm and polite demeanour, even during stressful situations or challenging interactions.
• Negative attitudes or behaviour such as rudeness, apathy, or emotional outbursts are not acceptable in the hospitality industry.

Knowledge and Skills

• A good understanding of product knowledge is a key aspect of professionalism in hospitality.
• This includes knowing the menu, understanding ingredients, preparation methods, and being able to make suggestions or answer customer inquiries.
• Having a thorough understanding of the facilities and services provided by your workplace is also important.
• Staff should be equipped with basic problem-solving and conflict resolution skills to resolve complaints professionally and effectively.
• Regular training and development opportunities can aid in maintaining an up-to-date knowledge and skillset.

Personal Development Resources for Hospitality Professionals

Personal development is a process of assessing life skills , understanding your unique personality, talents and developing them for growth and realization of your full potential. Although personal development is a lifelong process, focusing on personal development early on, is detrimental to your success and happiness in life. So, what are life skills? These are skills, abilities and behaviors learned to help you effectively manage challenges of day to day life; from interaction with others, facing problems to identifying your emotions.

It is known fact that hospitality professionals work long hours. And while at work, you then get pulled into taking care of other people’s need, administrative reporting or paperwork and the day to day details of service. Finding time for personal development may be difficult at times. However, personal development is very important for hospitality professionals and even those who just started a career in hospitality industry.

Ideal hospitality companies and organizations provide personal or individual development plan (IDP) and professional development plan (PDP) to their employees. However, if you are in a place that doesn’t offer any growth or development, you owe it to yourself to create one for you.

Reasons Why Personal Development Is Important?

• Identify skills you need to set your life goals
• Assess current skills and to develop new ones
• Increase self-knowledge and self-awareness
• Build strong identity
• Improve self-esteem and confidence
• Increase your employability
• Helps you set goals for financial freedom
• Enhance quality of life
• Connect to your higher self
• Realization of your dreams and aspirations

RESOURCES FOR PERSONAL DEVELOPMENT

Hospitality Career Focus offers career coaching for individuals which may include personal development plan. However, we recognize that others may prefer to do professional development planning on their own and at their own pace. So, here are non-comprehensive resources to help you start your own personal development plan. These resources can be use by individuals and few for managers/supervisors for their team.

An online learning platform useful for Learning Managers. However, if you are an individual looking to download a free personal development template, you may search in their “resources page” where you can download this template.

Template.Net

More than 100,000 designed templates, you can download individual personal development plan template or if you are a manager/supervisor you can download templates for your team. You may have to subscribe and pay to use this platform. 

Offers colorful and fun templates for vision boards and planners. Some downloads are free.

“Find your strengths with this assessment based on psychologist Martin Seligman’s pioneering research in positive psychology. Understand which strengths you rely on most, how your strengths manifest in your daily life, and how to make the most of your natural gifts.” The assessment is free. This is not just a personality test but assessment of strengths. Knowing your strengths will help you develop it to be successful in life.

CareerPlanner

Career oriented assessment of your interests, abilities, strengths and weaknesses. Hospitality professionals who intend to transition to other careers may benefit from this assessment. The test will show what other jobs are good match for you.

If you want to know more about the world, business, technology, design, entertainment, the mind, etc., this organization is devoted to spreading ideas and inspiration in the form of small and powerful talks.

Skills You Need

A web service that provide free information about essential life skills. Easy to read and browse. 

An online goal setting software that helps you create, manage and track your goals. It helps you get organize in managing your goals. It has free and paid features.

Online tool that allows anyone to train core cognitive abilities. This tool offer games to train your memory, problem solving, flexibility etc., if you are in hospitality, this may help you easily remember names of your guests and solve problems. 

Higher Awareness

Offers some free tools and programs for personal and spiritual development. This resource may help you when looking for a higher purpose in life.

Top Personal Skills That Hospitality Employers Value

• Customer Service
• Communication 
• Interpersonal skills
• Problem solving
• Attention to details
• Cultural and industry awareness
• Flexibility
• Time Management
• Multi-tasking
• Emotional Intelligence
• Stress Management

Your personal development doesn’t need to be tailored to what employers’ value because this is your life’s work. Increasing your chances of being employable is just a byproduct of your development. You can learn anything on daily basis that contributes to your growth as a person. For example, taking on new hobbies, trying new exercise routine, attending retreats, etc. Therefore, managing your personal development according to your truth is important.

How to Manage your Personal Development

• Develop a vision board
• Write down your goals
• Taking an inventory of your skills
• Planning your development
• Stating the process
• Recording your progress
• Reviewing and revising your plans

Hospitality Career Focus – HOSCAF  provides these resources for informational purposes only. We cannot authenticate the accuracy, efficacy, benefits, quality, legality or usefulness of the information provided. The inclusion of these references, including affiliate links, if any, does NOT constitute an endorsement or recommendation by Hospitality Career Focus – HOSCAF . We are not liable for any loses that may occur when you use and engage in these resources . Please do your own research before making any online purchases from these resources and make sure it is right for you.

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Strong presentation skills can create influence and action

The right words spoken at the right time can move mountains. Public speaking is an art and a skill that can determine business success or failure. However, many studies show that it is often one of people’s greatest fears and sources of anxiety. Executive coaches and seminars can help leaders become more effective public speakers, but much of this anxiety can be reduced by simply being more organized and prepared. The four tactics below will make you feel more in control and better positioned to make a positive and lasting impact on your audience.

Presentation Content

• Does your introduction grab the participant’s attention and explain your objectives?
• Do you follow this by clearly defining the points of the presentation?
• Are these main points in logical sequence?
• Do these points flow well?
• Do the main points need support from visual aids?
• Does your closing summarize the presentation clearly and concisely?
• Is the conclusion strong?
• Have your tied the conclusion to the introduction?

Visual Aids

• Are they easy to read and understand?
• Are they tied to the points you are trying to communicate?
• Can they easily be seen from all areas of the room?

Personal Delivery

• Are you knowledgeable about the topic covered in your presentation?
• Do you have your notes in order?
• Where and how will you present (indoors, outdoors, standing, sitting, etc.)?
• Have you visited the presentation site?
• Have you checked your visual aids to ensure they are working and you know how to use them?

Personal Appearance

• Make sure you are dressed and groomed appropriately, i.e., keeping with the audience’s expectations.
• Practice your speech standing (or sitting, if applicable), paying close attention to your body language, even your posture, both of which will be assessed by the audience.
• Practice, practice, practice for flow of your presentation, but avoid sounding too scripted or being head down reading from notes. Instead, express your personality in a professional but warm manner. Make eye contact and remember to smile often, if appropriate.

Keith Kefgen and James Houran are the CEO and managing director of Aethos Consulting Group , a hospitality-focused human capital advisory, and the authors of Loneliness of Leadership. They are also the founders of 20|20 Assess , a wholly owned subsidiary of Aethos Consulting Group and a proprietary suite of hospitality-specific HR and leadership software for performance management. Kefgen can be contacted at [email protected] and Houran can be reached at [email protected] .

Personalisation in the hospitality industry

An important part of the user experience in any type of business is the personalisation.Today’s customers not only appreciate content that is directed at them but seek and expect it. That is why both hoteliers and OTAs could benefit from including personalised offers and language to attract a wider audience. Today we will discuss some of the ways they can do just that.

What is personalisation?

Firstly, let’s discuss the meaning of the word ÒpersonalisationÓ. It has often been mistaken for ÒcustomisationÓ but these concepts are, in fact, very different from each other. Customisation is changing the existing product or service to better correspond with the customer’s needs. Personalisation is tailoring our product, service or marketing strategy.

The purpose of personalisation is improving the customer’s experience and answering his needs more effectively and in a shorter time. This way interactions between the company and the buyers are easier and the satisfaction of the latter is increased. It is tailoring our offer to our individual customers.

Hotel’s profile

For hotels, it is important to personalise the service for their guests. However, the OTAs can also personalise the experience of the hoteliers. One way to do it is by improving the hotel’s profiles to match their needs. That means, letting them adjust their own accounts to their liking, adding and deleting pictures and information or including additional benefits for the guests. Online booking platforms are the hotels’ advertising tools as well as one of their sales channels. That’s why it is crucial for the hoteliers to match their profiles to their general strategies.

It not only makes their cooperation with the OTA easier but also enhances the user experience for their guests.

A good example is the booking platform Bidroom.com . It doesn’t charge the hoteliers commission for bookings. Instead, the company asking them to offer a discount to the travellers. On the hotel’s profile, the administrator can actually choose the discount percentage and change it any time, even after it has been set. The hoteliers can also add and delete pictures, write their own descriptions and change the number of extra benefits, making their profiles more personal and adjusted to their business model.

Guest experience

What can the hoteliers do to implement personalisation in their customer service when most of them do not have client’s profiles on their websites? Personalise the guest experience of course. Some properties have mastered the art of personalisation by adding little touches to each reservation. That can be as simple as putting a box of chocolates on the bed with a nice welcome card with the guest’s name on it. Even such a little touch can make an enormous difference in the perception of the hotel among its guests.

Another great way to personalise their stay is asking them a few basic questions before their arrival and adjusting their rooms to their preferences. What can that mean? Letting them choose the colour of their sheets or the temperature in the room are just a few of many options.

Guests also appreciate it when hotels do not impose deadlines on them. That means longer breakfast times or maybe a possibility to check-in and check-out at the time that suits them best.

It does not take much for the travellers to feel pampered and distinguished from the other guests.

Personalisation is often the go-to word for the marketers. Most marketing campaigns do not work or have a very poor performance if they are not addressed to the right target group. Customers are bombarded with campaigns, whether they are using a metasearch engine, social media or apps. They see hundreds of promotional posts each day, making them both easily irritable and very picky.

All that makes it very important to either craft your campaigns fit several types of users or only target the group you think may find your ad interesting. Even if someone likes your profile, it does not mean that the same person will like everything you post. Make sure to add more than one criteria to the list when choosing the recipients of your campaign. Additionally, include various types of content on your Facebook, Instagram, Twitter or blog. This way, you ensure that even if not every post will be liked by all your fans, they will essentially find something for themselves on your profile. Not only will they not be annoyed by a company that doesn’t answer their own needs, but they will also be more likely to choose your hotel, believing that you understand them and their expectations.

The importance of personalisation

Most marketers are certain that personalisation is the future of both sales and marketing. The customers know that they have a choice between various companies, and do not have to settle for something that does not suit them. They choose enterprises that know their needs. It has been statistically proven, that they get irritated with content and service which do not fit their expectations. On the other hand, they are more likely to cooperate with a company that seems to know them and adjust to them.

Knowing the previous choices of our customers and their ongoing behaviour is the major part of the XXI century marketing. Personalisation will continue being the key to successfully sell our products and should not be overlooked.

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7 Personality Traits and Competencies Hospitality Applicants Need

It takes a certain personality type to thrive in hospitality. If you want to hire the best hospitality candidates, you need to identify applicants who possess a certain skill set, and that includes personality traits and competencies. 

And when you’re volume hiring hospitality candidates, it makes the challenge that much harder for your human resources team. 

So what personality traits and competencies are predictive for success in hospitality? And how do you test whether or not an applicant possesses these traits? 

Whether you operate in the tourism industry, the hotel industry, or even QSRs, in this article, we’ll outline 7 core traits you should be hiring for, and explain which pre-employment assessments we recommend our clients use to screen candidates. 

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What does it take to be good at hospitality?

Below, we’ll outline the importance of each personality trait and competence as well as what assessment might be used to assess for it. 

1. Listening

The most important competency in hospitality is being able to listen. Not just listen to hear what is being said. But listen to understand what is being said, and what is not being said. 

Hospitality workers need to be able to actively listen. They have to be able to pay close attention to what the customer is saying to hear what they want and to interpret their needs accordingly. Practicing active listening allows the employee to build rapport with the customer and establish trust.

Good hospitality staff know how to listen, not just with their ears, but with their entire body. Because it’s not only about what the guest tells them, it’s also about their non verbal communication: are they nervous, stressed, do they seem a little lost? What is the guest telling them between the lines?

Whether you’re recruiting for an upscale establishment, a quick service restaurant, a bar, or at a hotel, listening is a key skill to hire for. 

There are different ways to assess an applicant’s ability to listen. We’ve found a combination of a personality questionnaire combined with a Situational Judgment Test (SJT) is the most efficient.

The personality measurement should provide you with information about the candidate’s character – whether they’re good at listening or not – some people are naturally good at listening, others aren’t. 

While the SJT shows you how the applicant would deal with a range of realistic job scenarios, and whether they possess the necessary traits and competencies to handle the situation. 

2. Oral communication

After listening comes communication, both written and spoken. This key characteristic is essential, especially when your guests speak a different language. Your employees need to be able to effectively and efficiently communicate in your target language, in order to serve customers well. 

But communication isn’t just about how someone speaks, it’s about body language, and a person’s general demeanor too. How they handle themselves in a challenging situation; whether they have a warm and welcoming manner. Whether they look you in the eye while they talk. If they speak clearly and enunciate. 

Great communication skills are a must for working in hospitality. Testing applicants for their communication skills can be done in various ways and depends on your organization’s requirements. We generally recommend clients use a personality questionnaire to get insight about each applicant’s character, and by running an SJT to see how they handle real-life job scenarios from a communication perspective.

At Harver we also offer spoken language assessments and language proficiency tests too.

Learning Agility

Typing Test

Spoken Language Assessment

Work from Home System Diagnostics

Live Chat Support Simulation

Situational Judgement Test

3. Customer orientation

Your employees are the face of your hotel or restaurant. They’re a walking, talking business card for your organization. They’re the people who deliver your customer service, the ones who work hard to keep your guests happy. You need them to prioritize customers, no matter what. 

To ensure customers’ expectations are met, hospitality staff often need to go out of their way to make guests happy. The customer’s interest has to always be number one, no matter what day or time it is. As we mentioned earlier, this kind of demanding work asks for a special breed of people. And not everyone is suited to it. 

Great hospitality employees have a natural desire to please others, regardless of the time or day it is, or even what day it is. They find fulfillment in making sure their guests have everything they need. This is not a job for everyone, which is why we recommend HR teams assess customer orientation using a personality assessment.

4. Stress tolerance

The hospitality industry is a notoriously demanding industry. Employees need to have the resilience to withstand challenging customers, as well as the rigors of working long shifts, often on their feet, and at the moment, probably in an understaffed establishment. 

They need to be able to maintain cool heads even in a heated situation. They have to be able to defuse a stressful situation and remain calm and composed while they do it. 

Assessing for stress tolerance is done easily through situational judgment tests. 

5. Quality orientation

Hospitality employees need to have high personal standards. In the hospitality sector, quality orientation is essential, because yours is a people facing industry. Everything you do is about ensuring your customers have the best experience, and you do that by keeping quality high. 

As an employer in the hospitality industry, it’s your responsibility to make sure your employees know about the necessary rules and regulations which come with delivering quality food and beverage. 

But once training is done, employees are on their own in following regulations. And not everyone is of the rule-abiding type. Some people are better at self regulating than others. And some people simply have an issue with following rules and regulations in general. 

But in hospitality, when you’re dealing with other people’s health and safety, you need great employees who don’t just understand why they’re maintaining standards, but actively want to as well. 

You need to make sure you have a good indication of a candidate’s character when it comes to applying your company’s rules.

6. Work standards

Working in hospitality can be tough. It often means long, unsociable hours, being at work when your friends and family aren’t, and literally running around all day. Add some demanding, not always easy, guests into the equation and to meet customer demand day in and day out, staff have to be extraordinary.

Hospitality applicants need to have a strong work attitude. It’s important they know exactly what they’re getting themselves into before they start. No nonsense; a real preview of what it is like to work in your hospitality business.

In order to avoid early employee attrition, and reduce turnover rates, it’s essential that applicants experience what it is like to be working in your hotel or restaurant. RJPs are a great way to showcase the role, your employer branding, while assessing them at the same time. 

This is the only way for hospitality applicants to really find out what they’re getting themselves into and decide whether or not it’s right for them. If it isn’t, then it’s better for everyone involved that they self-select out of your application process now rather than a few weeks or months further down the line.  

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7. Multitasking

There are a lot of moving parts in a hospitality business and if the organization is understaffed, most staff won’t just be expected to do one thing at a time. They need to be able to multitask efficiently: deliver a food and beverage order, while problem solving, and all with a positive attitude. 

Not only do employees need to remain calm in the middle of a busy service, but they need to be able to serve customers, answer questions, check in guests and have a smile on their face while they do it. This ability to juggle and complete multiple jobs effectively means completing work sooner than if they were to do each task individually. 

However, it does mean that if employees aren’t naturally adept at doing tasks simultaneously, they can lose focus on complex tasks and the quality of work can be affected, negatively impacting your work environment and reducing customer satisfaction. 

If you’d like to see how Haver can transform your hiring process, book a demo here!

The best pre-employment assessments for hiring hospitality employees 

Once you know what hospitality personality traits you’re looking for in an applicant, it’s time to assess. The good news is, all of these competencies (except for the physical element of the job) can be tested.

There are a number of pre-employment assessments hospitality hiring managers and recruiters might use to screen candidates. However, based on our experience in the hospitality industry, we suggest our clients use situational judgment tests (SJTs) in combination with personality questionnaires to assess candidate job fit and predict future job performance.

This combination works best because it doesn’t just highlight who is going to thrive in your role, it also shows which candidates will be a fit for your organization and therefore who is likely to last in the role. 

You could use out-of-the-box assessments to evaluate the personality traits and competencies of your candidates, but they aren’t always helpful in the long run, because they’re too generic in their nature. They aren’t tailored to your specific organization’s hiring needs. They rely on industry benchmarks to score applicants, not custom ones for your business, meaning they aren’t predictive of future success in your role, in your company. 

Plus, most off-the-shelf solutions are a one way street. They ask applicants questions, they don’t tell candidates about your company culture, or allow them to experience the role for themselves, first hand. They rely on your recruiters informing each applicant what the role is like, and given the recruiter has likely never carried the role you’re hiring for themselves, candidates are routinely left with mismanaged expectations .

Situational judgment tests (SJTs)

We recommend our clients use situational judgment tests (SJTs) because these tests are specific to your company. They showcase your organization’s culture and give candidates a glimpse into the role for themselves, while simultaneously assessing them. If applicants don’t like what they see, they can self-select out of your hiring process. 

Personality questionnaires 

We also recommend clients use personality questionnaires , such as our Personality Print module, which is a work-related behavioral assessment. These are a great way to evaluate applicants for the personality characteristics and competencies outlined above. Not to mention their fit with your organization and your company culture. 

At Harver, we use the HEXACO personality inventory, the Big Five model that assesses the big five personality traits, including a recent sixth addition – honesty-humility. These six major dimensions of personality include: honesty, emotionality, extraversion, agreeableness, conscientiousness and openness to experience. 

Even better, your candidates enjoy a fun assessment experience while you get scientifically validated insights. 

Matching scores

While candidates navigate through your pre-employment assessments , our platform gathers data and scores their answers against your employer specific benchmarks. This score indicates to what extent an applicant fits (or doesn’t fit) your role.

The matching score specifies – among other things – how likely it is that a candidate will be successful in the role they are applying for, but also the likelihood of them fitting into your company culture. This eliminates bias from the process, and allows TA teams to hire based on hard data. 

In short: a win-win-win situation!

Finding great hospitality professionals is hard. But if you hire the right hospitality employees, you’ll maintain your competitive edge. It will benefit the whole organization. Your revenues will go up. Your employee attrition rates will go down. 

If you keep in mind these 7 personality traits and competencies when hiring, and get a little bit of help from the right HR technology, you’ll be able to find this special breed of rock stars. No matter what type of labor market you’re hiring.   

Ready to transform your hiring process?

• Harver Team

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Success and communication in hospitality are directly related

Our hospitality course will ensure that communication skills never stand between you and success., about our personal development in hospitality course.

The Hospitality Personal Development course is designed to provide participants with the professional expertise to inspire, impress and engage with your brand clients. By blending creativity and passion with customized know-how for the restaurant and hotel business, this course builds a solid foundation of principles and enables participants to perform the soft-skills essential to the success of building a loyal base of customers.

The course is activity structured so that each student will begin to practice the key skills as they are being introduced to, allowing for maximum comprehension and proficiency. The students will gain confidence and motivation as they discover their ability to succeed in this fast-growing workspace.

(Consumer research shows that 68% of all customers do not return for repeat business because of “an attitude of indifference on the behalf of the employee serving them.”)

SKILLS YOU DEVELOP WITH THIS COURSE

GAIN FOUNDATIONAL KNOWLEDGE AND TECHNIQUES FOR MAINTAINING GOOD PERSONAL HYGIENE AND GROOMING HABITS ESSENTIAL TO THE HOSPITALITY INDUSTRY.

LEARN THE LANGUAGE OF HOSPITALITY AND PRACTICE THE 30 MOST COMMONLY-USED PHRASES IN HOSPITALITY AND SERVICE. CORRECT MOTHER TONGUE INFLUENCES AND INDIANISMS TO RELATE TO A GLOBAL CUSTOMERS.

LEARN SERVICE TECHNIQUES, HANDLING DIFFERENT TYPES OF GUESTS, CUSTOMER SERVICE DOS AND DON’T, TABLE INTRODUCTIONS, SUGGESTIVE SELLING  AND CLOSING OUT A TABLE.

UNDERSTAND CUSTOMER BEHAVIOUR AND LEARN HOW TO VARY APPROACHES TO HANDLE CHALLENGING SITUATIONS WHILE STAYING CALM AND IN CONTROL.

LEARN HOW TO CREATE A POSITIVE IMAGE THROUGH BODY LANGAUGE AND BODY POSTURE, ETIQUETTE, FIRST IMPRESSIONS AND VOICE TONALITY.

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Course facilitator: stephen moras, length: 8 weeks, effort: 4 hours per week, course creator: victor rodrigues, price: rs. 6000 (50% discount for online enquiries), certification of completion by lightbulb skills, language: english, enroll for this course, other courses.

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Maintaining Personal Hygiene in Hotel Industry

“Health is Wealth”- –needless to say about the truth of this proverb. Health is a state of complete physical, mental and social well being. A routine balanced diet, physical exercise, leisure and sound sleep without drug help keep good health. A good digesting power—a good physical and mental condition and resistant power are the signs of good health. A healthy person has more energy for work. The person can work better, earns more and lives more comfortably.

But good health is not the matter to be discussed here. In hotel industry we use the term “ personal hygiene ” which is most essential for every staff of the hotel industry. As per hotel terminology the meaning of hygiene is prevention, protection and destruction of harmful bacteria which contaminate in various ways. In other words one infected or contaminated by any polling or impure substance everywhere in the street. In rainy season water is everywhere. So, water borne germ/bacteria and diseases are everywhere. One has to be very careful about it. A clean person is safe and stands the best chance of avoiding diseases. One must always insist on boiling water before consumption. There is proverb saying “prevention is better than cure.”

So, one must pay some extra effort to be free from pollution or contamination. Specially pay attention to our previous guideline on Grooming & Hygiene for Servers and tips on Safe Food Handling .

There are 3 major ways of contamination:

Most people carry some kinds of pathogenic bacteria within their body and staffs have a responsibility to respect themselves and others by observing the highest standards of personal cleanliness to ensure that they do not contaminate others and the working environment. Hands are the main media to communicate bacteria and impure substances form one another.

Chemical here refer to perfumes, lotion, antiseptic appliances, make-up, cosmetics etc. which people use according to their choice, taste and suitability. In the instances of someone meeting a friend, it is quite common that they shake their hand or hug each other. If the perfume or cosmetics etc. do not suit anyone, the meeting may not be a sweet experience indeed! It may also happen that one is allergic to the chemical used by the other. The meeting may end up with some hazardous consequences too.

These following tips will help you to be free from polluted substances:

• Always wash your hands in the special wash-hand basins.
• Use boiled water and disinfect soap.
• Use a clean nailbrush to clean under nail.
• Rub hands together thoroughly then rinse under clean water.
• Dry hands thoroughly, using a clean paper towel or hot air dryer

During Your Working Hours, Pay Special Attention To The Following Personal Habits:

• Do not comb your hair or put on make-up in the public areas.
• Do not spit. Cough or sneeze openly in the public areas, use a tissue and wash your hands afterwards.
• Do not pick your nose or teeth or scratch your head.
• Do not smoke in the guest areas or public areas.
• Do not use your uniform to wipe your hands.
• Do not lean or sit on work areas.
• Do not leave rubbish and waste materials lying around, put into a covered refuse bin.
• Maintain your daily routine for personal cleanliness.

Hand Should Be Washed

• Immediately after using the toilet.
• Before coming on duty.
• After sneezing or boiling your nose.
• After your duty break.
• After handling dirty equipment, paper and after using chemical substances.

How To Develop A Daily Personal Hygiene Routine

• Bath/Shower everyday.
• Change socks and underclothing everyday.
• Brush teeth at least twice a day, preferably before going to sleep at night.
• Wash hair frequently, keep hair and breads neatly trimmed.
• Keep finger nails short and clean; avoid using excessive amounts of nail varnish, make-up and perfumes.

A man be affected by disease anytime, in this circumstances, you must inform your supervisor that you are suffering from a cold, sore throat, diarrhea, upset stomach etc. your superior will decide whether you should be on duty or not.

Maintaining personal hygiene is not only your job requirement; it rather benefits you in keeping yourself in a sound health. As you get the habit of maintaining all the above rules, you will see yourself what wonders these do to you. Just try these.

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Hospitality Management Powerpoint Presentation Slides

Ensure that your hotel is warming, welcoming, and makes the guest feel like they are at home with our Hospitality Management Powerpoint Presentation Slides. The hotel management PPT design helps you to showcase the key statistics and scope of the hospitality industry covering accommodation & lodging, travel services, food & beverage services, recreation & entertainment, clubs, and convention management. With our hotel trade PowerPoint layout, choose from the segment of hotels; develop a hotel business plan, organizational structure of the hotel industry, room divisions, room information, and food & beverages, tourism, recreation, attractions, clubs, and gaming. Use the hotel business PPT presentation and highlight the managerial areas of hospitality starting from business planning in the hospitality industry, pricing strategies, and effective communication. You can also create your firm’s KPI dashboard while operating with this hotel sector PPT graphic. Keep your business in line with these current trends PowerPoint templates, to always have an edge over the competitors.

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PowerPoint presentation slides

Presenting our Hospitality Management PowerPoint Presentation Slides Complete Deck highlighting various topics. This complete deck presentation has templates with professional background images and relevant content. Our professional designers have created customizable graphics, keeping your convenience in mind. You can edit the color, text, and font size with ease. Not just this, you can also add or delete any information. The content has been well researched by the team of our researchers. Download the presentation and present it with confidence.

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Content of this Powerpoint Presentation

We all love it when we go to a luxury property and are showered with their services. Extraordinary room service, exuberant amenities, huge swimming pool, lavish buffet, and more. This is something that we all wish to experience at least once in a lifetime. 

 Behind this fine experience, however, lies the foundation of hospitality management. 

Hospitality management includes anything and everything that aims to ensure smooth operations of the establishment. This includes establishments like resorts, hotels, event venues, cruise ships, and more.  It involves ensuring that the guests have a pleasant experience in terms of rooms, comfort, cleanliness, safety and food. 

Budgeting, managing finances, monitoring expenses and implementing cost efficient measures, all of this falls under the ambit of  hospitality management. 

Crafting Experiences

Ensure that your property is welcoming and makes your guests feel at home with SlideTeam's PowerPoint Template bundle on hospitality management. Using  this PPT Design, you can showcase statistics, services, organizational structure, room divisions, tourism, and more. These pre-designed slides are 100% editable and customizable, providing you with much needed headstart for a robust management presentation.  Let's explore this complete deck now!

Template 1: Scope of the Hospitality Industry

The hospitality Industry extends beyond hotels and resorts and is growing even further.   Since the global market collapse in 2008, not many industries have been able to push back as fast as the hospitality industry. This PowerPoint Template highlights the scope and specialized fields of the hospitality industry. These include accommodations and lodging, travel services, food and beverage services, recreation and entertainment, clubs, and conventions and event management. The slide illustrates how the  future of this industry seems very bright on the back of better building technologies, new security features in buildings, and environmentally-sensitive construction. 

Template 2: Key Considerations- Hotel Business Plan 

This PowerPoint Slide highlights the four key considerations of a hotel business plan like proximity, traffic volume, accessibility and visibility. Since the success of the hospitality industry depends on the comfort and satisfaction of the customer, focusing on these considerations becomes  important. Hotels can improve customer experiences and maximize profitability by actively addressing these challenges in their business plans.

Template 3: Hotel Business Classification

This PowerPoint Template depicts the components based on which the hotel business is classified. These components include location, form of ownership, facilities, type of client, standard, rating and size. Each component contributes to information of a hotel’s positioning and target market, allowing customers in the hospitality sector to make better strategic decisions. With clear images and organized sections, this template gives an in-depth overview, allowing for better communication and analysis of  hotel categories.

Template 4: Hotel Industry- Rooms Division

This PowerPoint Slide highlights the room divisions in a hotel along with  hall dimensions and the seating capacity. This template illustrates a table with columns for dimension, area, reception, theater, cluster, classroom, U-shaped and tariffs. 

Template 5: Beverages Business Plan

Are you looking forward to opening your own beverages business? If yes, then you are at the right place. Setting up a business in food or beverage is not just about cooking and mixing ingredients together, rather it's about having a robust business plan.  This slide helps you figure out the location, kitchen setup, Bar unit and crockery, licensing, service area, staff uniform, marketing and other miscellaneous areas. 

Template 6: Restaurant Business Startup Budget

Before plunging into the  restaurant business, having your budget aligned is a must or else you will end up over-spending on unimportant expenses. This PPT Template highlights the expenditure type and its minimum and maximum budget. The areas of expenditure included on  this slide are kitchen or bar equipment, tables/chairs, signage, office electronics, liquor license, insurance, etc. 

Template 7: Customer Demographics for Recreation Activities

Recreational activities like Leisure, fitness and sport activities, as well as live entertainment, are an important aspect for successful hospitality. These activities should be based on the type of guests and their demographics. This PPT Slide highlights the classification of demographics like population, average age, income, and gender. It also highlights whether the guests are local, from within the state, national or international.  

Template 8: Global Games Market Revenue Per Segment

This PPT template illustrates a bar-graph which segregates the global games market revenue per segment. It highlights the revenue based on three categories like mobile, PC and console over  five years. The percentage of revenue is highlighted in yellow, PC in blue and console in red. The total of each year is mentioned above the graph. 

Template 9: Hospitality Management KPI Dashboard

This PowerPoint Slide highlights the dashboard for KPIs  of hospitality management. It illustrates the icons of the KPIs. These are spread over 8 slides. This slides showcases the percentage of rooms with maintenance issues, average length of stay of guests, presentation of canceled reservation, percentage of canceled reservation requests with penalty, average number of guests per room and cleaning costs. Along with this it highlights a graph for gross operating profits per available room. 

Template 10: Hospitality Management KPI Dashboard

In continuation of  the above  slide, this template highlights KPIs,such as   employee costs and  non-employee costs, average maintenance cost per room, revenue per available seat hour, percentage of non-room revenue and engagement rate, and a graph depicting net room revenue. These performance metrics help you in identifying the trends and make informed decisions for your business. 

Exceptional Service, Unforgettable Experiences

The  aim of hospitality is extending guests a feeling of being at a home away from home. Hospitality management covers everything from lodging to entertainment to shopping as well. These PowerPoint Templates provide a structure for hospitality management. It covers everything major that is required for successfully hosting guests in your property. The editability feature of these templates provides you with the flexibility to customize your presentation according to your requirements. 

Hospitality Management Powerpoint Presentation Slides with all 56 slides:

Use our Hospitality Management Powerpoint Presentation Slides to effectively help you save your valuable time. They are readymade to fit into any presentation structure.

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Indian hospitality investment market projected to reach $413 million in 2024

The hospitality investment sector in India witnessed robust growth in the first half of the year, driven by infrastructure development and an expanding commercial market. According to JLL Hotels and Hospitality Group, hotel investment transactions reached ₹93 million, expected to hit ₹413 million by year-end.

• Published: Thursday, 05 September 2024
• Last updated: 05 September 2024, 01:52 PM IST

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 Buoyed by overall infrastructure growth and expanding commercial market, the hospitality investment sector in the country showed robust growth in the first half this year, according to a new report. 

Hotel investment transactions reached $93 million and are expected to reach $413 million by year-end — a 22 per cent increase compared to last year, according to latest data from JLL Hotels and Hospitality Group

Top hotel companies led by contributing 44 per cent of the total transaction volume. It was followed by owner-operators at 30 per cent and high-net-worth individual (HNIs), family offices, and private hotel owners at 26 per cent.

According to the report, the positive momentum is set to continue throughout the second half of the year.

Key markets, including Mumbai, Hyderabad, Pune and Chennai, remain dominant, accounting for 78 per cent of the projected transaction volumes.

Tier 2 and 3 markets are likely to contribute the remaining 22 per cent.

Notably, JLL has already facilitated two significant transactions at the onset of the second half of 2024, comprising an operational hotel in Mumbai and a premium hotel land sale in Goa.

“The surge in investor interest for both - operating assets and land sales illustrate the attractiveness of the investment landscape, bolstered by favourable macroeconomic factors, an expanding commercial market, and improved air connectivity,” said Jaideep Dang, Managing Director, Hotels and Hospitality Group, India, JLL.

This positive outlook is further reinforced by the substantial hotel development activity witnessed across various tiers, with over 19,440 keys signed in the first half of 2024 alone, the report mentioned.

Another report earlier this month said that 2,706 new rooms were added in the upscale and premium segment in the first half of this year, amid a notable growth in infrastructure development. Out of these, 994 rooms (37 per cent) were upscale while the remaining (63 per cent) consisted of premium inventories.

Indian hospitality industry is on a strong footing marked by a rise in occupancy, new projects opening and a bullish pipeline for the future, according to Skye Hospitality.

(Except for the headline, this story, from a syndicated feed, has not been edited by Odishatv.in staff)

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