Each new year we like to review and highlight any significant trends surfacing in the industry. To help us this year, Sommet Education released a report that identifies the top trends that will influence the hospitality industry in 2019. Sommet examines 5 key areas discussed below, and the full report is linked above. Sommet says, "Despite the increasingly traversal nature of the hospitality industry, the importance of retaining the human touch and a customer-centric approach remains a common thread running through the key trends of 2019." I couldn't agree more. Personalized interactions should always be a company focus.
In the workforce, one of the most important things we need to be constantly working on is bettering our communication. This entails both listening and making sure that you are being correctly heard. A company cannot run without streamlined communication as it’s the foundation of success. Whether you are in a management role, or you are an employee, it is important to hone in on your communication and listening skills.
When evaluating an employee’s performance, it is also important to reflect on how they are being treated. The way in which an employee is valued can directly correlate to how they perform on a daily basis. This is especially true with the new generation of employees who view jobs as a means to a lifestyle and not a lifestyle itself.
What we say and what our customers hear can have two totally different meanings. Be aware that many phrases that are used daily might need to be considered as to whether or not what's being said is leaving the best impression. Here is an example—the customer is paying for their purchase and says to the person handling the check out, "thank you." Sadly, 9 times out of 10 the person checking them out will say, "you're welcome" and leave it at that. Isn't this backwards? The customer is thanking the seller?! This is such a pivotal moment in leaving the best, last impression. Although, "you're welcome", is a nice phrase, if the customer does not receive a sincere, "thank you", the "you're welcome" feels like and sounds like, "NEXT."
When considering how all team members represent your business by what they say and how they say it, these statements below offer some reflection on what not to say.