Customer service is an important aspect of the hospitality industry which managers have to learn the issues with it. As depending on how the customers are treated would depend on whether they come back, and managers need to look into the issues in how they can look after their customers. This could be a difficult aspect of the industry for managers to learn about and train their staff on because everyone has different expectations. Also a reputation can be broken very easily just by one bad review and this could harm a business, and managers would need to know how to deal with this. Another part of customer service managers need to look at is the people they hire as they are the ones who represent their business, and managers need to do a series of training courses with their staff so they are up to date with the customer service. However many businesses in the hospitality industry have started hiring students as they think it will be easier & cheaper to hire a number of students, but depending on what type of business you have should depend on whether it is ok to hire students. For example many hotels hire students to work in the functions side but when a customer goes to have a wedding or party, they might not want students serving them and students are not long term staff so might not learn about customer service strategies properly and this could also ruin the reputation of the business. One way in which managers could make sure their customers are treated right is by looking at their customers and using their initiative to see who is the main person in the group who would decided on where they eat, for instance if it was a family it would most likely be the mother who decided where they eat but the employees would also have to look after the main male of the group as they would be paying for the meal. They would also need to understand what type of business they are trying to promote, for instant a fine dining restaurant wouldn’t have the same customer service as a McDonalds.
