3 Qualities the Industry Seeks

By Daniel Zolinski | July 31, 2024

It was two o’clock a.m. I sat on a tan colored bar seat, hunched over a marble countertop counting the cash I had made from the chaotic night. A couple hours before I was swiftly gliding across the tile flooring that was coated in anything from Merlot to Basil Hayden. Most of the mess came from the intoxicated people on the other side of the bar counter, but I must believe I contributed as well. My polka-dot collared shirt was half tucked, spotted with sweat stains, and the skin it clothed felt just as miserable. Bartending was tough, yet extremely rewarding. I would ask eight different people for drink orders and then hope to God I remembered them all while keeping a smile on my face, holding conversation, and shaking ingredients together that I couldn’t tell you the names of. When I mentally reflect on that time, I’m glad I’m out, but at the same time I miss it. There are trends emerging that I wish I was a part of that create amazing opportunities.

Best selling author, Will Guidara, claims, “We are entering into a hospitality economy” – suggesting that what underpins the essence of hospitality, (service excellence, human interaction, personalization and the co-creation of memorable experiences), is what many sectors of the industry are desperately in need of today. I couldn’t agree more.

Service Excellence

I’m going to rattle off a handful of characteristics that an individual or a hospitality business must have to hold the respected status of service excellence. You ready?

1. Warm Welcome
2. Efficiency and Professionalism
3. Knowledge and Competence
4. Attention to Detail
5. Empathy and Emotional Intelligence
6. Consistency
7. Follow-up
8. Commitment to Improvement

Do you notice what all of these have in common? Anyone can obtain service excellence because it all stems from what we tell ourselves in our minds. Service excellence is lacking in the hospitality industry, which opens incredible opportunity for YOU. Show up every day with a smiling face and a willingness to learn, improve, and implement and you will succeed. 

Human Interaction

This plays a crucial role in shaping a positive guest experience. First impressions are everything, so when you can meet and engage a customer or guest with a smile, firm handshake, and eye contact, you’ll drop any sort of wall they have up. Another important factor to human interaction is self-accountability. Mistakes are bound to happen, so when you admit to them and make them right, instant trust is built.

Personalization

If you have not personalized your guest experience, DO IT NOW. Include their names on room amenities and gather their personal preferences on scents, foods, interests, and the like. Not only will you surprise your guests, but you will make them feel important.

You may be reading this and dreading going to your shift that lasts until 2am like I was, or you may be running a hotel or hospitality business that has you incredibly stressed. No matter what position you find yourself in, there is a great opportunity that awaits. You just must be willing to seek.