Customer experiences are a key component of success and standing out from the competition when it comes to hospitality. That is why those working in hospitality management, or aspiring to do so, should take care in learning how to create the best customer experiences possible. For people on this career path, advanced education can be an invaluable steppingstone for leveling up skills and becoming more competitive in the job market.
Lamar University’s online Master of Science (M.S.) in Hospitality Management addresses customer experiences as well as other vital foundational information for future hospitality managers. Between core classes and more specialized required subjects, students learn what it takes to become inspiring leaders in the workplace and to contribute to organizations that customers want to return to.
What Is Hospitality Management?
Hospitality management encompasses roles within hospitality organizations which manage or lead other members of staff. Some examples include hotel general manager, director of sales or management consultant, casino property general manager, restaurant or catering manager.
The importance of hospitality leadership cannot be understated. In regards to hotels, Eva Lacalle writes for Mews: “Hospitality leadership creates positive guest experiences, inspires employees, upholds your brand’s reputation, and ensures the long-term success of your hotel.” As a result, “good leaders contribute to profitability, helping hotels better navigate challenges and stay ahead of the competition.”
Mews highlights the relationship that flows between good leadership, happy teams, high quality customer service, satisfied customers and the success of a business. Hospitality managers are at the start of it, which is why it is so important that managers equip themselves with the necessary skills to guide their teams and find success.
Improve Customer Experience in Hospitality
There are several strategies hospitality leaders may employ to improve customer experiences. Forbes points out the value of empathy from employees to customers. It cites examples from Alaska Airlines, Delta and Disney World when employees went above and beyond to turn negative situations into positive memories for guests. It also mentions that there are always opportunities to look for ways to help customers, if employees keep their eyes and ears open.
McKinsey & Company recently interviewed general managers of distinct luxury hotels to find out what else works to keep customers satisfied and returning to their properties. One point was about creating a “cultural of excellence.” McKinsey & Company note: “Great service flows from a culture that values quality and dedication. Establishing this culture begins with exemplary leadership.”
It goes further in writing that a great manager cannot simply hang back but must model the behavior their expect from their employees by being involved in service, too. Being a good manager is also about more than satisfying customers. Managers also need to listen to their employees’ concerns and act on them to reduce turnover.
How the Best Hospitality Managers Stand Out From the Crowd
A Forbes article titled “Three Technologies Hotel Leaders Can Leverage To Improve Customer Experience And Business Outcomes” highlights how expanding knowledge of software and tech can help hotels level up their service. The key technologies it features are smart-appliances/internet-connected-items, artificial intelligence and computer vision for gathering insights on customer behaviors.
On the other hand, The Hotel Industry blog favors a “soft skills” approach, sharing its own top tips for hospitality leaders who want their businesses to stand out from the crowd. They rounded up the main six skills necessary for successful managers in this industry: people skills, accountability and autonomy, emotional intelligence, leading by example, handling conflict, and collaboration.
Though individuals can learn many “soft skills” outside a classroom setting, honing one’s approach can come easier in a dedicated educational course, with peers who are going through the same trails. Furthermore, a program like Lamar University’s online M.S. in Hospitality Management puts management fundamentals in a hospitality-specific context.
Through courses like Leadership Strategies and Organizational Management for Services, graduates of such a program set themselves up for career success. They learn from real-life experiences, professors, peers and case studies. They also work through common scenarios they will face on the job. Graduates feel prepared to contribute to a high standard of service at the organizations they will join, as well as to the happiness of the teams they will lead.
Learn more about Lamar University’s online M.S. in Hospitality Management.
