This course offered me tremendous insight
into the world of hospitality. It expanded upon concept learned during the TSTD
3001, while supplementing it with case studies and real life examples. There
are several key points I took away from the course:
- - Customer
Relationship Management
- - Empowering
employees through managers
- - The
importance of branding
Customer
Relationship Management is one of the more important aspects of the hotel
industry. Getting customers is relatively easy due to the increase in technology.
However, retaining guests is the hard part. In order for customers to return,
they must be satisfied with their stay, content with the facilities and connect
emotionally and socially with the staff. CRM ensures that all these requirements
are met and hotels retain their guests.
Another
important aspect of not only the hospitality industry but business organizations
as a whole is the empowerment of employees through effective managers. The
better leaders do not force their ideals and way of operating on their
employees but instead need to motivate them to succeed. They should treat them
with the same respect they would show a client, and make sure employees have a
desire to grow within the organization, as this leads to an increase in
performance.
Finally,
I learned through this course the importance of branding. Branding allows guest
to easily identify with a hotel brand or chain and also enables hotels to get
repeat customers. It is a vital step in the industry, helping set major hotel
brands apart and retain the majority of their customers.
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