When looked up on the world wide web one usually finds definitions of hospitality that resemble the following: the friendly and generous reception and entertainment of guests, visitors, or strangers. Significantly all descriptions include a specific character trait, which is the warm, friendly and generous way of treating other people. Indeed this industry is all about personalized service and treating guests in a way that will make them return to your property again and again. When reading such definitions one starts questioning if in today’s fast-paced world such important factors are being considered by a global hotel industry that is growing so rapidly.
Hospitality schools, seminars, training courses and various other tools are used to develop people in order to ensure that the industry is hiring staff that fits their expectations and meets the guest’s needs. I believe that you can indeed learn what hospitality is all about, but the actual appreciation and realization comes when you enter the business and start working. Theoretical knowledge may prepare you in some ways but the proper professional development is only achieved when you are directly confronted with the day-to-day tasks in the hospitality industry. Professional development is considered to be an on-going process throughout the working life and therefore clearly indicates that to reach it, one must work hard!
The hospitality industry is changing in many different directions and this is due to the fact that society’s needs are changing. It is the task of the industry to adapt to these changes and provide the guests what they require. All these processes, and the improvements of the capabilities of the staff through education and training opportunities, are essential to achieving success. Furthermore, adapting and improving does not only have an impact on the guests but also on the staff, as it helps to build and maintain staff morale and improves the relationship quality between the staff and the organization. Every employee must understand the environment they work in, the job they do and how to improve their tasks and skills.
Not only does professional development lead to more success in the hospitality business but also to an enhancement of career opportunities, more confidence and personal fulfillment. If you want to deliver a consistent experience to all of your guests, the employer needs to make sure that all employees are on the same page in regards to training.
I believe that factors such as communication, body language, training and development are the most essential aspects when training the hotel staff in order to live up to the meaning of hospitality and achieve professional development.