Even with the global economic slowdown and uncertainty hanging over the world’s economy, Singapore’s tourism and hospitality industry is strongly holding down its fort.
Even with the global economic slowdown and uncertainty hanging over the world’s economy, Singapore’s tourism and hospitality industry is strongly holding down its fort. The tourism and hospitality industry is broadly defined as any business or service, to which tourists patronise – from theme parks, planes to restaurants. This is an important industry which contributes significantly to Singapore’s Gross Domestic Profit (4 per cent in 2014). For 2016, the Singapore Tourism Board (STB) predicts tourism receipts to grow by zero to 2 per cent, and visitor arrivals to grow by zero to 3 per cent.
Being a labour-intensive and service-driven industry in general, tourism and hospitality professionals have always been in demand. Currently, due to the building of new hotels and entertainment centres. there is a rise in demand for tourism and hospitality professionals. Here are some methods which tourism and hospitality employers can use, when in pursuit of service excellence.
Training Opportunities
By providing training opportunities, companies benefit in two ways. Firstly, staff equipped with current skills are able to perform more efficiently at their roles. Secondly, it shows employees that their employers value their contributions, and are willing to invest in them – resulting in happier employees. Studies have proven that employees who feel valued and happy in their jobs, produce better quality work.
Creating a WOW culture
By inculcating a WOW factor in staff such as having them able to constantly anticipate the needs of their customers, and communicate it in a way that shows they have the customers’ best interests at heart, is crucial. This is because it shows attentiveness and genuine care.
In the tourism and hospitality industry, staff have to deal with a wide range of customers on a daily basis. They may be tired, overwhelmed or just having a bad day and wanting someone to pay attention to their needs, or assist them in resolving an issue. In the long run, as more customers are pleased with the WOW level of service at the establishment, there will be repeated business for the company. Additionally from an employee's perspective, having more satisfied customers will ultimately make for a happier work environment.
Autonomy
Most industry professionals work directly with clients on a day-to-day basis. Thus, some autonomy granted to employees to resolve or prevent unwanted situations, can go a long way. Take for an example on-duty managers, who are able to give disgruntled customers discounts to douse situations which could escalate. This small amount of autonomy can keep customers happy, while the company retains its reputation.
From an employee’s standpoint, autonomy translates to both freedom and trust. Aside from streamlining work processes and keeping customers happy, it also boosts your employees’ morale across the board.
