The Importance of Customer Service in the Hospitality Industry

Excellent customer service is vitally important in the hospitality industry. It’s the first point of contact, between for example, the hotel guest and the representative of the hotel. It is the first opportunity an establishment gets to impress and create a lasting great impression.

Hotels and restaurants and everything in between in this type of industry, is a hospitality service provider that has a job to sustain customer happiness and satisfaction. That includes any type of business where customers are paying attention to the type of service they receive, is within the hospitality industry a great example of first class customer service in this industry is North West based Thornton Hall Hotel & Spa.

Great businesses like them that put their customers at the forefront of their operation will generally have a steady flow of loyal customers to keep the business afloat.

Here are five top tips from industry experts Thornton Hall Hotel & Spa, who have sharing their advice to help ensure other business in the hospitality industry provide their customers with a positive and memorable service.

Customer expectations
Satisfied customers are looking for a memorable experience and an energetic service, where it matters the most. Businesses need to be aware that it’s becoming ever more popular for guests to leave a review of their experience on a number of feedback sites, whether their experience was a good or bad one. Hospitality outlets need to me mindful of this as bad feedback can be extremely damaging.

Deliver on your promise
Any business needs to keep customers and clients happy, but in the hospitality industry it’s so important to keep guests engaged in order for repeat business and for referral purposes. For the customer to return all you need to do is deliver what was promised, if you can exceed expectation where possible this is always a good tool to help gain referrals.

Be realistic
Remember to be realistic, don’t big your business up if it’s not 5 star, don’t say that it is, as this only sets expectations for the customer, and excites them only to disappointed when they find out it’s more of a three star standard.

Customer loyalty
Remember happy customers are loyal customers, go the extra mile if needs be, provide additional items where possible, this always tends to impress. Just remember, customers are the most important part of the business without them what would you have – focus on them at all times – and they will be happy.

Feedback is important
If a customer is unfortunate enough to have a bad experience, for any reason, you need to make sure it’s made easy and clear for them to tell you about it. At the same time be understanding and allow them to get it off their chest to you, so they’re not inclined to tell someone else. Try hard to fix the problem – communication is key – and remember keep calm and try to resolve the situation so the customer ultimately goes away happy.

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About the Author

Alex McCann

Alex McCann runs Altrincham HQ - a Social Media Marketing company with 100+ recommendations on Linkedin and ranked Number 1 for Social Media Marketing in the UK on Freeindex


    4 June, 2014 at 9:31 am


  2. kushal medhi
    4 December, 2014 at 11:06 am

    how to restaurant service ?

  3. florence etutu
    11 January, 2015 at 5:36 am

    l ‘like , keep to tell us more about hotel services.

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  5. lol
    30 June, 2015 at 8:57 am

    this is good

  6. lol
    30 June, 2015 at 9:26 am

    kill me now

    31 August, 2015 at 4:56 am

    we are in hospitality industry only for the guest ,

  8. Callum Brown
    23 February, 2016 at 11:15 am

    What are the importance of the customer service in the hospitality industry. Because it is part of my course.

  9. Gary
    3 March, 2016 at 10:39 pm

    Hi Callum – you can find my views/ reflections as a restaurant owner in my blog 22Jan 2011 hope it helps

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  13. ananya
    11 April, 2017 at 4:47 pm

    and about team working? pls

  14. omg
    11 April, 2017 at 4:48 pm

    oooh m gee

  15. omg
    11 April, 2017 at 6:29 pm

    i need info about loyalty pls pls pls pls

  16. Mattia Orsi
    12 May, 2017 at 1:24 pm

    Hospitality industry is an industry based totally on the services you provide. Bad services leads to failure and good services leads to success. It is simple… 🙂

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