13. Women in the Hotel IndustryThere are millions of working woman all round the world, where many are working in thehotel and restaurant industry. Women form an integral part of the work force in a hotel.A hotel could not be a “home away from home” for a guest without a woman’s touch. Afterall, isn’t it universally acknowledged that the fairer sex has a natural flair for keeping ahouse? And a hotel is nothing but an extension of a home on a commercial scale.Therefore, if you are a career-seeking woman, you will find some of the most suitable,remunerative and enjoyable opportunities in the hotel industry. It may set yourapprehensions, if you have any, at rest to know that hotel managements take the utmostcare to provide a safe and professional environment to their women employees on theirpremises.Unlike your not-so-lucky male colleagues, you will not be put on night shifts. You will beprovided transport if you finish your duty after 8.00 PM. You will also be provided speciallocker rooms to keep your belongings, to change into your uniform, and to rest in betweenduty hours.If you are lucky, you may even find yourself working in a hotel where there are day carefor your young children, co-operative stores where you can do your shopping-in fact,facilities which will take care of whatever anxieties you may have about your domesticproblems, especially after marriage.Moreover, you will be pleasantly surprised to find most of your male colleagues veryhelpful and protective in case you face any problem with a guest or a staff member.Generally, people who come to stay in hotels are well-to-do people who are reasonablyeducated and polished. They don’t normally transcend the boundaries of decent behavior.But if a stray incident should take you by surprise you will get all the cooperation fromany seniors and colleagues. It won’t be out of place to mention here that your own attitudeand behavior will help you immensely to keep such incidents in check. Besides, you willlearn how to handle difficult situations in the course of your training. 48
So you can set aside all your fears and reservations and go ahead and do what you mostwould enjoy doing. Rest assured, you will not lose out a seat in the hotel and cateringinstitute or be rejected by a hotel management, just because you are a woman.So I hope this particular article on women in the hotel industry will help those femaleworkers who are intended to be a part of luxuries hospitality industry. Hotel & Tourismindustry always welcome female workers and anyone can make successful career here ifshe could cope up with everything. All the very best for future hoteliers. 49
14. Hotel Restaurant Job Hunting TipsTo be successful in life you need to be well organized in everyaspects of your life. Whether you are looking for your first jobor just seeking for better one, in both cases you should workhard according to a decent plan and target. To be successfulin job hunting process you should prepare yourself first andbe ready for anything. It may happen that just after applyingfor some jobs, you may start getting offers. Worst can alsohappen that you are trying so hard but don’t get any responsefrom employers for few months. So, to avoid such incidentsare here some guidelines I have made for you. Please dofollow these steps: 1.There are lots of strategies in job hunting process. So, don’t minimize your chances by depending greatly on a single strategy. 2. Don’t become frustrated if you don’t get job within 2 or 3 months. Use all the strategies, give more time on job searching, build relationship with others, use all your network-hopefully very soon you will get the job you were looking for. Always do remember, the more strategies you will use, the more time you will give, the more money you will invest, the more chances you will have. 3. Don’t wait for finishing your education or getting certificate. Keep hunting jobs during your studies. Doing a part time job with your study will not only help you financially but it will also develop your personality and skills and add some value in your resume. 4. Never feel shy to contact others for jobs. Social sites like Facebook, MySpace, LinkedIn are really helpful. Be frequent in different forums, clubs, social meetings etc. The more friends you can make the wider your chances will be to get job since word to mouth has been the biggest source of hospitality jobs. 5. If you are a fresher or novice then don’t limit yourself for particular department or particular class of hotel. For example, if you set your career plan to work in front desk only then don’t ignore housekeeping jobs. Such job will be very helpful to know the industry and help you to grow as a professional hotelier. Any kind of industry related experience, whatever it is, will defiantly get value by employers. 50
6. You will find more hotel & restaurant job getting tips in my upcoming articles and ebooks. Till then stay tuned. 51
15. Twenty Exclusive Tips for Successful Hotel Job InterviewWe have shared many tips and tricks on howto get job and success in your career. In thisshort guide, we will share 20 exclusive tipsthat will help you to win the interview andget the desirable job.20 Exclusive Hotel Job Tips:1. Check your grooming before entering the room.2. Turn off your cell phone or keep it in silent mode.3. Wear professional looking well ironed formal dresses.4. Try to be natural & confident.5. Maintain good eye contact & show zeal to hear what interviewer is discussing.6. Body movement should be natural but professional but must not be robotic.7. Stand & sit down straight while sitting down. Don’t cross your arms. keep your hands on the leg.8. Speak clearly with clear and pleasant voice.9. Never talk too fast or too slow.10. Don’t underestimate interviewer. Don’t try to make him fool with bogus claims. Try to give examples on your calming so that no one can get the chance to challenge you.11. Show your modesty but not too much that may give the impression that you are oiling. Always remember excessive use of anything is dangerous.12. Answer each question directly and clearly. Don’t take too much time to answer. Most of the questions in the interview can be answered in 30 to 60 seconds.13. As you are a human being you cannot know everything. Even interviewer will not expect that. Say “SORRY” if you are unable to answer any question. You should not take too much time to remember answer. Don’t get disappointed for not being able to answer everything. Remember interviewer will closely monitor your activities at that point. This will give you an idea about how do you approach in precarious or failed situation. 52
14. Most importantly try to be a Good Listener. This will really help you to understand most of the questions clearly and at the same time give you some extra VALUABLE seconds to think and organize your answer.15. Don’t interrupt. Human psychology is designed in the way that none of us like to be interrupted. Even if you are hundred percent sure about what interviewer is going to tell you, let him finish his speech first.16. Never comment negatively about your previous or current job place. Even if you were fired from the job, speak about their good sides. Most importantly focus on what you have learned from that job.17. Don’t feel nervous if you have to pause for a while. This is very much OBVIOUS. But again, pausing for a long time is also not a good idea.18. You suppose to shake hands for two times in the interview. First time may be when you enter into the room and last time when you are going to leave the room. Both the cases, try to share firmly with confidence. Some experience interviewers can judge your level of confidence even through hand shake. So again I would say, be confident, maintain good eye contact and smile confidently while shaking hands.19. Show your passion for the job. Your voice, your attitude, your gesture posture should resemble that.20.Last but not least, try to convince interviewer with your qualification, personality. You may not be a good speaker or highly qualified and experienced candidate. But your language, attitude, eye contact, smiling everything should show that ‘YES I CAN. I AM THE BEST PERSON FOR THIS JOB.’ 53
16. Career possibilities in tourism industry.Tourism today is one of the world's largest industries. It is made up of manysegments, the principal ones being transportation, accommodations, foodservice, shopping, travel arrangement, and activities for tourists, such ashistory, culture, adventure, sports, recreation, entertainment, and othersimilar activities. The businesses that provide these services requireknowledgeable business managers.Familiarity with tourism, recreation, business, and leisure equips one topursue a career in a number of tourism-related fields. Even during times ofsevere economic downturn, tourism has performed well. Tourism skills arecritically needed, and there are many opportunities available in a multitudeof fields. Because tourism is diverse and complex and each sector has manyjob opportunities and career paths, it is virtually impossible to list anddescribe all the jobs one might consider in this large field. However, as astudent interested in tourism, you could examine the following areas:-Airlines:-The airlines are a major travel industry employer, offering a hostof jobs at many levels, ranging from entry level to top management.Illustrative jobs are reservation agents, flight attendants, pilots, flightengineers, aircraft mechanics, maintenance staff, baggage handlers, airlinefood service jobs, sales representatives, sales jobs, computer specialists,training staff, office jobs, clerical positions, ticket agents, and research jobs.Because airlines have to meet safety and other requirements, opportunitiesalso exist with the Federal Aviation Administration (FAA). The FAA hires airtraffic controllers and various other specialists. Airports also use a widerange of personnel from parking attendants to airport managers. Otherpolicy and air-safety related jobs are available with associations such as theAir Transport Association.Bus Companies:-Bus companies require management personnel, ticketagents, sales representatives, tour representatives, hostesses, informationclerks, clerical positions, bus drivers, personnel people, and trainingemployees.Cruise Companies:-The cruise industry is the fastest-growing segment ofthe tourism industry today. Job opportunities include those for salesrepresentatives, clerical workers, market researchers, recreation directors, 54
and CEOs. Because of its similarity in operations, the cruise industry hasmany of the same jobs as the lodging industry.Railroads:-Passenger rail service is currently dominated by Amtrak, whichhires passenger service representatives, traffic analysts, salesrepresentatives, reservation clerks and other types of clerks, conductors,engineers, coach and lounge car attendants, and station agents.Rental Car Companies:-With increased pleasure air travel and thegrowth of fly/drive programs, rental car companies are becoming an evenmore important segment of the travel industry. This sector of tourismemploys reservation agents, rental sales agents, clerks of various kinds,service agents, mechanics, and district and regional managers.Hotels, Motels, and Resorts:-The range of jobs in hotels and motels isextremely broad. The following list is representative: regional manager,general manager, resident manager, comptroller, accountants, managementtrainees, director of sales, director of convention sales, director of personnel,director of research, mail clerks, room clerks, reservation clerks, front-officemanager, housekeepers, superintendent of service, bellhops, lobby porters,doormen, maids, chefs, cooks, kitchen helpers, storeroom employees, dish-washers, waiters, bartenders, apprentice waiters, heating and air-conditioning personnel, maintenance workers, engineers, electricians,plumbers, carpenters, painters, and laundry workers.Resorts tend to have the same jobs as those mentioned for hotels and motels;however, larger resorts will have greater job opportunities and require moreassistants in all areas. Resorts also have a number of additional jobopportunities in the areas of social events, entertainment, and recreation,such as for tennis and golf pros. At ski resorts there will be ski instructors,members of a safety patrol, and so on. The American Hotel and MotelAssociation estimates that the lodging industry employs approximately 1.64million people; and by the year 2005, lodging industry labor demands willincrease 25 percent.Travel Agencies:-Travel agencies range from very small to very largebusinesses. The smaller businesses are very much like any other smallbusiness. Very few people carry out all the business operations, and jobsinclude secretarial, travel counseling, and managerial activities. In large 55
offices, job opportunities are more varied and include branch manager,commercial account specialists, domestic travel counselors, internationaltravel counselors, research directors, and advertising managers. Traineegroup sales consultants, accountants, file clerks, sales personnel, tourplanners, tour guides, reservationists, group coordinators, trainees,operations employees, administrative assistants, advertising specialists, andcomputer specialists are other possibilities.Tour Companies:-Tour companies offer employment opportunities insuch positions as tour manager or escort, tour coordinator, tour planner,publicist, reservations specialist, accountant, sales representative, grouptour specialist, incentive tour coordinator, costing specialist, hotelcoordinator, office supervisor, and managerial positions. Often, a graduatewill begin employment as a management trainee, working in all thedepartments of the company before a permanent assignment is made.Food Service:-Many job opportunities are available in the rapidly growingfood service industry, such as headwaiters, captains, waiters, waitresses, buspersons, chefs, cooks, bartenders, restaurant managers, assistant managers,personnel directors, dieticians, menu planners, cashiers, food servicesupervisors, purchasing agents, butchers, beverage workers, hostesses,kitchen helpers, and dishwashers. In addition, highly trained managershaving a strong background in this sector are required to oversee thedevelopment and performance of large restaurant chains.Tourism Education:-As tourism continues to grow, the need for trainingand education grows. In recent years many colleges and universities haveadded travel and tourism programs, existing programs have expanded,vocational schools have launched programs, trade associations haveintroduced education and certification programs, and private firms haveopened travel schools. There are job opportunities for administrators,teachers, professors, researchers, and support staff.Tourism Research:-Tourism research consists of the collection andanalysis of data from both primary and secondary sources. The tourismresearcher plans market studies, consumer surveys, and the implementationof research projects. Research jobs are available in tourism with airlines,cruise lines, management consulting firms, state travel offices, and so on. 56
Travel Communications:-A number of opportunities are available intravel writing as editors, staff writers, and freelance writers. Most majortravel firms need public relations people who write and edit, disseminateinformation, develop communication vehicles, obtain publicity, arrangespecial events, do public speaking, plan public relations campaigns, and soon. A travel photographer could find employment in either public relationsor travel writing. Television is a medium with increasing opportunities.Recreation and Leisure:-Jobs in recreation and leisure are enormous.Some examples are activity director, aquatics specialist, ski instructor, parkranger, naturalist, museum guide, handicapped-program planner, forester,camping director, concert promoter, lifeguards, tennis and golf instructors,coaches for various athletic teams, and drama directors. Many recreationworkers teach handicrafts. Resorts, parks, and recreation departments oftenemploy recreation directors who hire specialists to work with senior citizensor youth groups, to serve as camp counselors, or to teach such skills asboating and sailing. Management, supervisory, and administrative positionsare also available.Attractions:-Attractions such as amusement parks and theme parks are amajor source of tourism employment. Large organizations such as DisneyWorld, Disneyland, Six Flags, Worlds of Fun, and Sea World provide jobopportunities ranging from top management jobs to clerical andmaintenance jobs.Festivals and Events:-Festivals and events are one of the fastest-growingsegments of the tourism industry. Event management is emerging as a field,is becoming more professional, and is providing a new source of jobopportunities. Events are creating offices and moving them to year-roundoperation. A study of the International Special Events Society showed thatevent managers earned between $25,000 and $75,000 per year and that themajority held baccalaureate degrees.Sports Tourism:-Sports are popular throughout the world, with manysports teams and enterprises becoming big businesses offering jobopportunities in the management and marketing areas.Tourist Offices and Information Centers:-Numerous jobs areavailable in tourist offices and information centers. Many chambers ofcommerce function as information centers and hire employees to provide 57
this information. Many states operate welcome centers. Job titles found instate tourism offices are: director, assistant director, deputy director, travelrepresentative, economic development specialist, assistant director for travelpromotion, statistical analyst, public information officer, assistant directorfor public relations, marketing coordinator, communications specialist,travel editor, media liaison, media specialist, photographer, administrativeassistant, information specialist, media coordinator, manager of travelliterature, writer, chief of news and information, marketing coordinator,market analyst, research analyst, economist, reference coordinator,secretary, package tour coordinator, and information clerk.Convention and Visitors Bureaus:-As more and more cities enter theconvention and visitor industry, employment opportunities in this segmentgrow. Many cities are devoting public funds to build convention centers tocompete in this growing market. Convention and visitors bureaus requireCEOs, managers, assistant managers, research directors, informationspecialists, marketing managers, public relations staff, sales personnel,secretaries, and clerks.Meeting Planners:-A growing profession is meeting planning. Manyassociations and corporations are hiring people whose job responsibilitiesare to arrange, plan, and conduct meetings.Gaming:-One of the fastest-growing sectors is gaming. Today, one is hard-pressed to find a state where gambling is not allowed or a gaming proposalis not in front of the state legislature. From riverboats to Indian reservationsto land-based casinos, new destinations are being created. Casinos providejob opportunities ranging from managers to marketers to mechanics toclerical and maintenance jobs.Other Opportunities:-A fairly comprehensive list of career opportunitieshas been presented. Others that do not fit the general categories listed areclub management, entertainment management, corporate traveldepartments, hotel representative companies, in-flight and trade magazines,and trade and professional associations. 58
17. Career path in tourismIn addition to considering one of the foregoing kinds of positions within aparticular segment of the tourism sector, it is also useful to examine thevarious career paths that might be pursued. Because the tourism industry isso large and so diverse, it offers a broad range of challenging positions. Whileeach of these positions offers its own unique opportunities and demands,people will find that the experience gained from working in a range of jobs indifferent subsectors of tourism can strengthen their understanding of theindustry as a whole. Depending on one's career objectives, this broaderunderstanding of tourism can be especially valuable when applying forcertain types of positions. Examples include those in destinationmanagement organizations and national or provincial/state tourism offices.To offer employees opportunities for growth and development, educatorsand personnel managers attempt continually to develop the concept of careerpaths in tourism. The fundamental premise of this general model is thatpeople can pursue a variety of reasonably well defined alternative routes,first through the educational system and subsequently through the industryitself. Based on the training and experience gained, combined with high-quality performance, a person can pursue a career path starting at differentlevels, with the ultimate goal of achieving the position of senior executive.While not everyone will have the ability or will necessarily want to passthrough all levels of the model, it does provide defined career paths for thosewho are interested. It also indicates what combination of training andexperience is normally required to achieve various positions.Although clearly an over simplification, the career path model demonstratesthat people may take a variety of routes in pursuing their careers at differentlevels within and across the various subsectors of tourism. The specificpositions that will appeal to different people will, of course, vary accordingto their particular educational background and their occupational skills. Thechosen career path will also reflect a person's values and interests. Just howthe chosen occupation might reflect individual values and interest is shownin Figure As indicated, front-line staff (entry level and operations) must likedealing with people and possess a strong interest in providing them withhigh-quality service. Supervisors, managers, and entrepreneurs mustpossess additional values and interests that enable them to face thechallenges of change as they attempt to meet the needs of a demanding andever-shifting marketplace. 59
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18. Importance of internshipOne of the best ways to get the job you want is to have internship (cooperativeeducation) experience. Internship opportunities abound in the tourism area.Most internship programs are designed to provide students the opportunityto:-Gain work experience and transferable skillsStudents all have their educational experience in common. What stand outto employers is those students who also have work experiences by the timethey graduate. This automatically makes them more marketable; as they mayrequire less training and are assumed to be able to handle moreresponsibilities. In addition to the specialized skills of your field, transferableskills are generally required at any job, e.g. communication/interpersonalskills, computer proficiency, and team work.Possibly earn course creditSome degree programs incorporate a work opportunity into a requirementfor graduation by giving course credit for the work experience. Otherprograms have an internship as an elective course for credit. Contact youracademic advisor for more information because earning credit varies bydepartments.Possibly earn moneyBe able to experience a prospective career pathMost students enter college with an idea of a major or career path… and moststudents end up changing their minds. Exploring is a very important part ofthe academic process, and gaining a work experience is a great way forstudents to acquaint themselves with a field they are looking to learn about.By the time of graduation, the students have confidence that the degrees theyare receiving are the right ones for them.Gain practical experience, by applying methods and theories learned in classesMany people learn best by being hands on. But everyone can benefit fromseeing the things that they have been learning in class, put to action; whetherit’s in a chemistry research lab, a marketing development meeting, or asubstance abuse counseling session. 61
Network with professionals in your field, for references and future job opportunitiesIt’s all about who you know. As a student intern, you are surrounded byprofessionals in the industry that you are seeking access to. It’s more thanjust about getting a grade, earning credit, or making money. This is anopportunity to learn from everyone around you, ask questions, and impressthem with your eagerness. These people can be your future colleagues or canbe the connection to your first job.Develop new skills and refine othersLearn your strengths and weaknesses by creating learning objectives andreceiving feedback from your supervisor. This is a unique learningopportunity that you may never have again as a working adult. Embrace themistakes that you’ll make and the many things that you won’t know. Askquestions, observe, and take risks.Gain confidence in your abilitiesPractice makes perfect. If you’ve learned about a specific technique in theclassroom, you’re able to test it out in the world of work. Then, you’ll bemuch more equipped with the technique. 62
19. Attributes of tourism staffThe tourism industry offers a wide range of career options, from cooking tohosting, to running a resort. To be successful in the industry, you'll needcertain qualities that employers look for and customers expect, including: 1. Commitment To be successful in the tourism industry, you must be committed to ensuring customer satisfaction. You must do whatever it takes to keep customers happy and also create repeat business. 2. Communication Skills The most successful in the tourism business are those with excellent communication skills. They can communicate effectively both orally and in writing 3. Computer Knowledge A great tourism employee has good computer skills and is familiar with a wide range of technological applications that are used within the industry. 4. Enthusiasm Great employees of the tourism industry are enthusiastic about their jobs and strive to do the best work possible. They want to give their customers the best experience available. 5. Interpersonal Skills To be successful in tourism, one must have top notch interpersonal skills, as the very nature of the business is to provide spectacular customer service. 6. Leadership Great tourism employees have strong leadership skills and are able to command projects and make significant contributions to an organization's overall success. 7. Organized To stay on top of the multitude of tasks you'll face as a tourism employee, you have to be organized and multitask without difficulty 8. Knowledgeable of Safety/Hygiene Issues Successful tourism employees are familiar with rules of safety and hygiene as they apply to food serving places, hotels, and other places where people spend time. 9. Teamwork Successful members of the tourism industry work well with others 63
and can be a productive member of a team. They value the contributions of everyone.10. Thorough Great tourism employees are very thorough in their work and realize that any oversight could result in customer dissatisfaction. 64
20. Tips for Success in Hospitality ManagementHospitality is a multibillion-dollar international industry offering excitingcareer opportunities in hotels, restaurants, and bars as well as theme parks,country clubs, cruise ships, and more. Hospitality management is achallenging, all-encompassing profession that requires charisma, skill, drive,and a cool head under pressure. Here are 15 tips to jumpstart your career inhospitality management by stocking your tool belt and learning to juggle thedemands of owners, employees, and customers alike.Tip #1: Get the relevant education, and continue learning.Hospitality managers are jacks of all trades — driven, hard-working, andeager to learn and grow — so both hands-on experience and old-fashionedclassroom learning combine to produce the most successful managers.Whether or not you already work in hospitality, the first thing you should dois to invest in your education and learn the modern standards and practicesof the management industry. After you’ve earned the degree, continuelearning, whether that means reading books on business marketing, workingalongside your housekeeping staff for a day, or experimenting with newcocktail recipes with your bartender. Understand everyone’s job and howthey contribute to the establishment’s success.Tip #2: Find a mentor.Reap the knowledge of the industry’s veterans. Mine your professionalnetwork, set up a coffee date with an influential manager, and ask about bothsuccesses and failures. If you work in hospitality, communicate with yourcurrent managers and inform them of your desire to grow professionally.Your initiative and your sincere desire to learn may be enough to spark theinterest of someone who can promote you.Tip #3: Be a leader and an innovator.To become a leader in your industry, start acting like a leader in yourindustry. Get organized; keep a detailed calendar and to-do lists. Workefficiently at every task. Aim to impress. Read hospitality magazines. Ifyou’re a bartender, concoct a new drink recipe and call it the month’s special.Get noticed. 65
Tip #4: Communicate with owners and employees.Silly mistakes can often be ascribed to miscommunication; minimizeimprudence by keeping everyone — from the owner to the newest staffmember — on the same page. You are the role model, the obliging ear, theproblem solver, the director of time and money. Follow directions, giveinstructions, address concerns, and explain procedures with confidence.Tip #5: Hire good people.You cannot do your job if you are constantly cleaning up the messes of others,so hire skilled, honest, dedicated employees. Fire employees who stealproducts or time. Give trusted employees authority to fix problems, such asthe ability to comp a meal or a hotel room.Tip #6: Cultivate a positive work environment.You are competing for star employees, so when you find them, treat themwell. This team dynamic is built on a shared respect of the skills andaptitudes of each employee, which in turn encourages the staff to take pridein their work. But sometimes the simplest gestures are the inroad to goodstaff relations: Smile, compliment, and remember birthdays. Host staffparties, pen a newsletter, and have some fun in the workplace. Employeeswill reflect this positive attitude back to customersTip #7: Consistently reward good behavior.Praise individual employees immediately, sincerely, and publicly. Recognizeperfect attendance, procure a plaque for the Employee of the Month, andacknowledge the completion of undesirable tasks, especially whenperformed without complaint.Tip #8: Develop effective training materials.Avoid answering the same questions over and over again with clearlyarticulated training materials. Mentoring is an effective training method, buthaving a clear and concise employee handbook sets the foundation forexpectations and established procedures.Tip #9: Provide the right equipment.Provide both employees and customers with quality, modern equipment.Find money in the budget to keep your customer business center up to speed, 66
regularly replace aging vacuums, and provide business cards and brandedclothing for the entire staff.Tip #10: Stay calm under pressure.When Murphy uttered his law, “Anything that can go wrong will go wrong,”he was probably talking about a Saturday night at the city’s hottest rollerrink. In a barrage of demands from owners, employees, and customers, all atonce during the busiest day, week, and month of your life, it is crucial thatthe hospitality manager overcomes the stresses and delivers whatever isbeing demanded. Perfect the skills of multi-tasking and prioritizing theneeds of others. And manage your own stress by setting boundaries to avoidletting your work life encroach on your personal life.Tip #11: Be prepared for emergencies.In the event of an emergency, you are the unequivocal leader. Make detailedevacuation and communications plans, and train the staff in how to respondto every conceivable emergency. Hold regular drills, maintain workingequipment such as battery-operated radios, and continually update youremergency preparedness plan.Tip #12: Know the competition.Keep your establishment on the cutting edge by visiting restaurants, hotels,and other businesses that appeal to your same client base. Network withmanagers and professionals in complementary industries, such as cateringand event planning. Develop these relationships and look for opportunitiesto make mutually beneficial business deals. For example, a hotel might offera 10% discount to a local pizzeria, which will reciprocate by posting freeadvertisements for the hotel.Tip #13: Work to improve the business.Your job is not simply to manage the day-to-day operations; it is also to helprealize company growth, whether that means expansion of services or greaterefficiency. Regularly examine procedures and systems. Get input fromemployees. Aim to get things right the first time and perpetuate goodpractices. Be proactive in reputation management, offering incentives tocustomers who write reviews for websites like Yelp.Tip #14: Be present for your guests. 67
Take joy in spending time with your customers. If you’re not running aroundfixing 50 problems at once, take time to greet them upon their arrival, checkin during their experience, and wish them well upon their departure.Tip #15: The customer is always right.The cliché applies to every aspect of hospitality management because this isa profession built on customer service. Turn complaints into an opportunityto grow, learn, and change. A suggestion box is always a good idea, for bothcustomers and employees. 68
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