What is service? Service is generally defined as: “Work done for others” or”The action of helping or doing work for someone”. However, this definitionreally falls short in hospitality. A better definition would be the following:”A performance directed at satisfying the needs of a customer”. The mostimportant thing about service for me is to understand it is an activity that isintangible.
Let’s start with basic service. Level one – hotel businesswith fast food service where people don’t interact much with the employees. Themore people spend the better service they expect – and they are not expectingthe tangible accommodations, they are seeking for the unforgettable intangibleexperience – service taken to the next level.
This for me describes thehospitality at its finest and this is where a hotel’s values come from. Hospitality is about interaction. It can be checking in aguest, cleaning their room, serving them food in a restaurant, serving thembeverage in a lounge room or anything else linked to assisting a guest. In today’s world we have all these great chains of hotelsthat look exactly the same. From brand to brand, from town to town, from hotelto another these same similarities exist. Yet, every smile looks completelydifferent. Guests cannot be greeted with the same genuine smile in every hotelthey check in, no matter how hardly trained the staff is.
What people reallyremember about a hotel is notjust the service but its hospitality. People remember the moments wherethey felt they are special and they belonged where they were. Let me giveyou an example. Let’s think about your very best experience in a restaurant.Everything was great – from the food to the service and atmosphere, even theother guests around you seemed the friendliest people in the world. But what ifthe service was poor. What if the waiter didn’t quite perform the way they weresupposed to? How would you feel aboutyour restaurant experience? Would it still be the best of yours or just anaverage one? Unfortunately,I’ve had this unpleasant experience and this is what made me choose the topic.
People don’t go to restaurants because they want to eat. They are doing itbecause they are seeking for experiences. This is what people pay for and thisis why service nowadays is so important. I have beenstudying in Swiss Hotel Management School for 5 months already and I have beenasking myself the same questions all that time. What are the people looking forwhile staying in a hotel or a restaurant? Is it just service or there issomething else? And here is something I would like to ask you. Imagine youare an owner of a hotel, ask yourself, what are your guests really looking for:service or hospitality?