Surname
1
Student Name
MKT 130
Professor Name
Date
Running a Business in the Hospitality Industry
I would like to be a hotel and restaurant owner in the hospitality industry and my goal is
to create a service culture that is strong enough to foster a positive attitude in my employees in
providing service to our customers. Dikmen and Huseyin (88) define service culture as
organizational practices, values, and behavior of both the company and its employees. In
matching up this definition, I would promote a service culture where good service is appreciated
and provided to both service employees (internal) and external customers to ultimately become a
way of life in the company. As the CEO, I will lead by example by showing a strong
commitment to customers and this will trickle down so that everyone else understands that they
work for the customer.
Excellent verbal and non-verbal communication skills are important when dealing with
customers as they create a good first impression for customers in the initial encounter with the
business, enhance customer satisfaction and loyalty to the brand (Kaul 52). When greeting
customers for example or requesting to take their orders, it is important to ensure that verbal
communication aligns with non-verbal cues such as smiling, listening actively, and maintaining
eye contact to avoid sending the wrong message. For example, when asking for a customer’s
order, speaking with a smile makes the customer feel welcome and comfortable and is a great
way to acknowledge their presence and support for the business.
Surname
2
As a hotel and restaurant owner, listening skills are crucial to identifying and
understanding the needs of both my customers and employees, thus serving as a tool for both
motivation and customer service. Good service is important to maintain the flow of customers,
but this service can only be provided if the service employees actually understand the customer’s
particular needs. This understanding is a product of good listening skills (Kaul 71). For example,
waiters in my restaurant (just like in many others) will always have many customers competing
for their attention. They will have to master active listening skills including maintaining eye
contact, not talking over customers or interrupting them as they speak and paraphrasing or
repeating the message said in order to fully grasp what the customer needs and respond
appropriately.
Some of the service breakdowns that are common in a hotel business are cold room
