Affect Of The Employees On Customer Service

Managers have to be careful with who they hire in their business, as the employees are the face of their company. In the hospitality industry this is a major issue, as many of the jobs in this sector involve the employees interacting with the customer. This is where managers get to promote how good their customer service is in their business.        

       A way in which managers can deal with this issue is by having a strict interviewing policy. Many businesses already do this, however due to the current recession; managers have had to be very careful in how they choose their employees. As one of the problems businesses have is whether to hire cheap and unskilled workers for example students or hire skilled staff but at a higher cost. This may be a managerial issue, as managers need to think about both looking after their customers but also their business. As if they do not cut back on aspects in their business, then they will not be able to afford to keep the standards up which could affect the reputation of the businesses. On the other hand, if they do this by hiring students at a cheaper wage limit, they could affect their reputation as students might not be skilled enough and be able to deal with customers at the standard they require.

       However research from Nottingham’s Business School Centre for Leisure Retailing shows that “85% of employers thought students were reliable employees and 90% said they were quick to learn”, this disproves the theory above, and shows that using students for employment does have benefits and could help managers out with this issue. However having said this, the research also showed that “Only 4% of students are currently employed in hotels”. This may be because of the recession and managers having to cut back.

       Customer service is the one thing that can affect a whole business. A person’s view on something can easily be spread and affect other people judgment. This is an issue managers need to think about in the hospitality industry, as many of the sectors e.g. hotels, get their reputation from customer’s reviews and people commenting on their business.

Referencing

Bernadette McAndrew. (2010). Research reveals region's hospitality industry is failing to capitalise on student workforce. Available: http://www.eastmidlandstourism.com/?p=311. Last accessed 17th 

How technology influences customer service in the Hospitality Industry

Technology can be seen as an important aspect in improving customer service in the hospitality industry. This may be because technology and the hospitality industry are both growing and improving overtime, so this may make it easier for the hospitality industry to apply it to their businesses. However since the recession, the hospitality industry has taken a standstill, whereas technology is still improving. An issue managers may have with this is, is that if they can not afford to buy the new technology to improve their business than they need to find a way to keep their business going at an appropriate level. However technology could be seen as taking over the whole purpose of customer service. As in the hospitality industry you expect to be taken care of, however with new technology coming out such as self service equipment, are customers getting the same satisfaction as before?

       Technology improves customer service as it makes it easier from the employer to do their jobs. For example in pubs etc. just from having touch screen tills has made it easier for them to communicate and take orders from customers. Also it helps keeps records of all documents, for example some touch screen tills in restaurants allow you to print off receipt that tells you what the customers have ordered. These are issues that managers need to take into account, as by getting the appropriate technology can depend on how well your employees deal and serve the customers. For example if they had slow machines than this would affect the way the customers are being treated. As in with fast food restaurants, when they have a drive through, depending on how good their communication equipment is, depends on how quickly they can get the food out to them. However with services like this, the customer could end up being un-satisfied as Bob Sandelman, president of foodservice research firm Sandelman & Associates said “It can be very disconcerting to the consumer if there is a problem with the order, they either have to turn around and go back or be satisfied with what they got.”

       This is an issue that managers have to look into, as society is growing quickly and will be expecting more services out of the hospitality industry and technology will be one of the first things they look at, when seeing how well the customer service is.