Service is the main essence of Hospitality. Guest service means being attentive to the guest request and needs. Good quality service is the main essence to run a good hotel and it can achieve by creating such an environment for the guest that should give a feeling of “Home away from home”. Guest should feel comfortable and relaxed while staying in the hotel. Every guest should be handled as a special customer which help in making good relation with the guest. It does not matter how good is the ambiance, how tasty the food is, it’s always the service and attentiveness which guest experiences which determines their return in the hotel. Hospitality is known for its generously providing kindness and care, who is in need. Knowing what exactly the customer expects is the first and most important step in delivering good quality service. You cannot give quality service without understanding customer expectations.
The Culture of Care
So it is impertinent now to understand the ethos the true meaning of hospitality. In our culture, it is engrained in our existence that ‘Atithi Devo Bhava’, meaning guest is like God. And it is exactly what it is. Hospitality is truly a sense of care towards our guests. To take an example similar is a concept of ‘Ohana; in ancient cultures and that means to take care of the family. Hospitality is in a very similar way as a means to make your guests feel like family. Just as it also often said the in hospitality profession it is the guest who pays your salary and in a way, the care we provide to our gods is what we need to give to our guests as because they are our breadwinners they are our God.
Caring beyond the call of duty
Sometimes being just focussed on our guests may have its own problems. To cite an example; there was this hotel with a very dedicated and long-lasting loyal set of employees who had a great rapport with all its guests who mostly repeated guests who came back to this hotel year after year. But one of the employees suddenly became irregular and started missing work. The Manager brought it to the Human Resources department. The HR Manager simply asked what’s the matter. The employee broke down and narrated the full story. The same would not have escalated to the HR had the manager cared for that employee and had asked that question himself. To make a point as Richard Branson the owner of Virgin Atlantic Airlines puts it, “I do not care for my guest I care for my employees and they keep our guests happy.”
Be a Host- to provide hospitality
As in a family we host our guests and take care of their comfort a true hospitality professional is the one who plays the perfect host of all who walks through the glassdoor to be assimilated in the experiences that they will cherish for a lifetime. Each one within the ambit of a hospitality service provider is a host to a guest. You are the image of your employer the mirror to your guest the support of your team and the heart of a human. Simply put hospitality is provided and felt only when one feels the same being on the other side. Do onto others what you want others to do onto you. Being that perfect host will keep the hospitality flag flying.
How to be a part of this Hospitality Industry
It is now the most thriving of all service industry apart from information technology. Although it is a part of the overall tourism industry but consists of a major part of it and is the essential sector responsible for care for the tourists. Really speaking hospitality industry needs a combination of qualities which anyone wanting to work in the industry such as the essentials of caring, sharing, listening, discipline, honesty, loyalty, knowledge, and skill. These are something which mostly is inherent in the people. Those that are not inherent is something that comes with training and education in hospitality. There are many of these institutions offering certificate, diploma and degree level programs. Even though all such programs offer equal opportunities in getting into the professional world of hospitality. But in career furtherance and to achieve to become a hotelier par excellence one must be a degree holder in hospitality education.
The choice to make
This is about the best institution to choose for your hospitality career. One that stands out from all such institutions is situated at the foothills of the Himalayas hill station Darjeeling in the town of Siliguri. Amidst the green canopy of Dagapur Tea Gardens is the premier institute for the past 30 years the pioneer in hospitality education- IIAS School of Management. Its the only one with a 100 percent placement track record in star category hotels. The career counseling services are available all year long and six days a week.