Important Things to Know If You’re in a Hospitality or Service Role


For anyone in a hospitality or service role, it’s vital to understand how to properly care for customers. You’ve probably heard the old adage that “the customer is always right.” That’s not always necessarily the case. But, it’s important that customers are kept happy as much as possible, so they’ll return to do business with your company again. You also want them to say nice things about you to others, so those others come to do business with you, as well.

Here are three of the most important things to know about succeeding in hospitality and service roles.

Hospitality is Often Not an Easy Job

People who work in the hospitality and customer service industries often have to be some of the most patient people. Working with others isn’t always easy. Some customers can be demanding and frustrating at times. For every great customer who makes a hospitality worker’s job easier, tips well, and is generally just a nice person, there’s at least one customer who’s the exact opposite. Because hospitality workers don’t have easy jobs, it’s important to treat them with kindness and acknowledge their hard work.

Customers are Usually Always Right

Even though people will say that the customer is always right, that’s not really the truth. The customer can be in the wrong. But the key is to give the customer what they want if at all possible. That’s not necessarily because they’re right, but only because it’s important to keep them happy. Companies want those customers to keep coming back, and “making it right” is one way to do that. You may also need to find creative ways to adapt to a customer’s needs. For example, you may need to have ideas to substitute ingredients out if they have a food allergy or dietary restriction.

Providing excellent customer service can create additional business (and tips) down the road. Happy customers will tell other people about the hospitality they received from a particular company or worker. The more they do that, the more the company gets good word-of-mouth advertising. That kind of advertising is free, and it’s often some of the best for getting new customers to come in. People like to know what others think, and if other people recommend something they may be more likely to try it, as well.

Being a People Person is Highly Valuable

If you’re in a role that involves hospitality or customer service, it’s important to be a people person. These kinds of roles can be difficult for anyone who’s introverted or shy, people who have social anxiety, or those who aren’t good with putting their own feelings aside. Unfortunately, hospitality workers often have to handle customers who may be less than kind. The ability to do that with a good attitude that reflects well on the company is a skill, and it’s not the right kind of job for everyone.

People who are thinking about a career in hospitality may want to consider all aspects of the role carefully before they decide on it. While it can be a great option for some people, it’s definitely not right for others. When you’re thinking about the kind of role you want to play in your company, think about your strengths and whether they would fit a hospitality role. People in these roles can really make a difference, and often have interesting experiences as a part of their job, as well.

About the Author: Michelle Dakota Beck has worked as a professional freelance writer since the 1990s. During that time she has written everything from product descriptions to full-length books. Her areas of specialization include real estate, home services, legal topics, relationships, family life, and mental health issues. You can find her on WriterAccess.

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