Waqar Raja’s Post

The hospitality industry’s main selling point is its stellar customer service. Though most hospitality leaders understand that people – specifically, frontline employees – are at the heart of every helpful or above-and-beyond customer interaction, few employers have effective training initiatives in place to facilitate this success. If you want your hotel or restaurant to be full all year round, you can’t sit back thinking about training . A factor that we should examine is our staff’s getting trained if employees have the right training, the guest will receive the service they are looking for and will come back. #traning #MuheelFacilitisManagement

Hospitality and Customer Intelligence A 2-day master class for Hospitality Professionals This 2-day course is designed to provide delegates with the knowledge and skills necessary to understand and utilise customer intelligence to enhance the hospitality experience. #hospitality #customerexperience #captivateinternational

There are two rules of success in hospitality:- Rule no.1-Customer satisfaction Rule no.2-Follow rule no.1

Elevating Hospitality with 3 simple tricks: Quality, Value, and Integrity As professionals in hospitality, we know that the little things often make the biggest difference. This week, I’m focusing on three key areas that help us create memorable experiences and run our operations smoothly: Quality Control, Price Analysis, and Internal Auditing. Quality Control: It’s more than just a checklist; it’s about ensuring every guest feels valued and every detail is spot-on. Price Analysis: It’s not just about managing costs but finding that sweet spot where value meets guest satisfaction. Internal Auditing: This is our safeguard, ensuring that our processes are efficient and aligned with our mission and values. I’d love to hear your insights. How do you see these elements playing out in your day-to-day life? Let’s learn from each other and continue to raise the bar in our industry! #HospitalityManagement #QualityMatters #ValueDriven #AuditForSuccess #ElevateExcellence #grandpelahotelsandsuites

"Service is black and white. Hospitality is colour." How we greet customers, how we handle complaints, how we take requests, how we tailor the experience for different types of customers and personality types all add up to the customers experience. I love the above line because it doesn't matter what industry you work in, we are all working in hospitality and those that truly care are the best at what they do. People will never know the work that goes on behind the scenes BUT...They're not supposed to. That's the magic of hospitality and excellent customer service 🏆 (Quote taken from the book: 'Unreasonable Hospitality' by Will Guidara) #customerservice #hospitality #Serviceculture

🚨Friendly reminder!🚨 Guest and customer service is more than repeatedly reciting a script. It’s more than a transaction. It’s not about getting people in and out of your business as quickly as possible. Fancy marketing campaigns talk about unique, personal experiences, delivered by caring and competent employees. Reality is that employees follow orders from a machine that is programmed to give the same, impersonal experience to everyone. 😔 The industry has lost the plot. We’ve focused so much on simplification and uniformity, that working in service is so boring that no one wants to do it. We know that caring and compassionate customer service leads to loyal, lifelong relationships and that’s great for business. ❓Why don’t we just do it as the shoe people said? Here are two simple steps to educate and empower your staff, so their jobs become more meaningful and guest experiences become more memorable. 👉 Step 1: Gift a copy of our book, “Spin the Bottle Service - Hospitality in the Age of A.I.” to all of your staff. Real life stories will show them what great service looks like and how it can be delivered by anyone! 👉 Step 2: DM me and ask how our Ditch the Script workshops can further motivate your team! Don’t wait until everyone beats you to it. Just do it. Just do it right. Just do it now! #hospitality #guestservice #itsthepeople The Always Care Consulting Company, Inc. Kirsten Moxness #hotels #hospitality #itsthepeople

In case you miss it: #tanztraining The Together Towards Quality Service Model ("#ttqsmodel") by Hassan Al Jabri emphasizes collaborative efforts in achieving high-quality service standards, particularly in customer service and the hospitality industry. The #ttqsmodel empowers staff by providing them with the tools, training, and collaborative environment needed to excel in their roles, ultimately leading to better customer experiences and a stronger reputation for quality service in the hospitality industry. #hospitality #hospitalityindustry #customerservice #qualityservice #training #softskills

In case you miss it: #tanztraining The Together Towards Quality Service Model ("#ttqsmodel") by Hassan Al Jabri emphasizes collaborative efforts in achieving high-quality service standards, particularly in customer service and the hospitality industry. The #ttqsmodel empowers staff by providing them with the tools, training, and collaborative environment needed to excel in their roles, ultimately leading to better customer experiences and a stronger reputation for quality service in the hospitality industry. #hospitality #hospitalityindustry #customerservice #qualityservice #training #softskills

𝐒𝐭𝐚𝐧𝐝𝐚𝐫𝐝𝐢𝐳𝐞𝐝 𝐎𝐩𝐞𝐫𝐚𝐭𝐢𝐧𝐠 𝐏𝐫𝐨𝐜𝐞𝐝𝐮𝐫𝐞𝐬 (𝐒𝐎𝐏𝐬) 𝐬𝐞𝐫𝐯𝐞 𝐚𝐬 𝐞𝐬𝐬𝐞𝐧𝐭𝐢𝐚𝐥 𝐠𝐮𝐢𝐝𝐞𝐬 𝐭𝐨 𝐞𝐦𝐩𝐨𝐰𝐞𝐫 𝐲𝐨𝐮𝐫 𝐭𝐞𝐚𝐦, 𝐞𝐧𝐬𝐮𝐫𝐢𝐧𝐠 𝐠𝐮𝐞𝐬𝐭𝐬 𝐫𝐞𝐜𝐞𝐢𝐯𝐞 𝐮𝐧𝐩𝐚𝐫𝐚𝐥𝐥𝐞𝐥𝐞𝐝 𝐡𝐨𝐬𝐩𝐢𝐭𝐚𝐥𝐢𝐭𝐲. In drafting SOPs, it's crucial to detail every step required for service excellence while 𝐢𝐧𝐭𝐞𝐠𝐫𝐚𝐭𝐢𝐧𝐠 𝐥𝐞𝐬𝐬𝐨𝐧𝐬 𝐟𝐫𝐨𝐦 𝐩𝐚𝐬𝐭 𝐜𝐡𝐚𝐥𝐥𝐞𝐧𝐠𝐞𝐬 𝐚𝐧𝐝 𝐦𝐢𝐬𝐡𝐚𝐩𝐬. Each obstacle encountered is a golden opportunity for growth and improvement. Consider the approach to handling overbookings, a common industry hurdle. Simply stating that the reservations department aims to prevent overbooking is not enough, as overbookings can and do occur. It's vital for SOPs to outline clear, actionable steps for staff to: 1️⃣ - De-escalate conflicts, which are often inevitable. 2️⃣ - Assist in finding immediate, practical solutions for affected guests. 3️⃣ - Implement compensation strategies that protect and even enhance your brand's reputation. When crafting SOPs for your hotel or restaurant, embrace the imperfections in your system. No system is flawless. SOPs are invaluable tools for 𝐝𝐨𝐜𝐮𝐦𝐞𝐧𝐭𝐢𝐧𝐠 𝐩𝐫𝐨𝐜𝐞𝐬𝐬𝐞𝐬, 𝐞𝐝𝐮𝐜𝐚𝐭𝐢𝐧𝐠 𝐬𝐭𝐚𝐟𝐟, 𝐚𝐧𝐝 𝐜𝐨𝐧𝐭𝐢𝐧𝐮𝐨𝐮𝐬𝐥𝐲 𝐫𝐞𝐟𝐢𝐧𝐢𝐧𝐠 𝐨𝐩𝐞𝐫𝐚𝐭𝐢𝐨𝐧𝐬 to adapt to the dynamic nature of the hospitality industry and evolving guest expectations. Are you ready to create your first SOP with valuable input from your staff? Drop me a direct message to discover how to get started. #schulering #SOPS #hospitalityindustry #hospitalitymanagement ——————— If you liked this, share it with your network and follow me Mauricio Schuler for more hospitality 🏨 related content 🤲🔄🤲

**🏨 Hospitality Industry Quiz 🏨** **1. What is the primary focus of the hospitality industry?** - A. Manufacturing - B. Customer Service - C. Finance - D. Agriculture **2. What does the term "guest experience" refer to?** - A. The amount a guest spends during their stay - B. The overall satisfaction and experience of a guest from arrival to departure - C. The time it takes to check in and out - D. The number of amenities provided **3. Which of the following is NOT typically considered part of the hospitality industry?** - A. Hotels - B. Restaurants - C. Travel Agencies - D. Supermarkets **4. What is one of the main benefits of using smart technology in hospitality?** - A. Reducing the number of staff needed - B. Enhancing guest convenience and satisfaction - C. Increasing food and beverage sales - D. Lowering property maintenance costs **5. Why is sustainability important in the hospitality industry?** - A. It reduces costs immediately - B. It is a legal requirement in all countries - C. Guests increasingly value environmental responsibility - D. It increases the number of rooms available **6. What is a key strategy to ensure a high level of guest satisfaction?** - A. Offering discounts on every service - B. Ensuring quick turnover of rooms - C. Personalizing services to meet individual guest preferences - D. Limiting guest interactions to maintain privacy **7. What does "housekeeping" typically involve in a hotel?** - A. Planning events - B. Preparing meals - C. Cleaning and maintaining guest rooms - D. Managing reservations **8. How can managers effectively lead their teams in the hospitality industry?** - A. By minimizing communication to avoid distractions - B. By empowering staff, encouraging continuous learning, and recognizing achievements - C. By delegating all responsibilities to supervisors - D. By focusing only on customer complaints Feel free to share your answers and insights in the comments! How did you do? 🌟 #HospitalityQuiz #GuestExperience #HospitalityKnowledge #LeadershipInHospitality #TeamExcellence