Leading Hospitality Services Management

LeadingHospitality Services Management

LeadingHospitality Services Management

Aproactive strategy helps the management address issues before theyresult in the loss the customers. A plan for proactive managementshould have at least three requirements. First, the management shouldmonitor what matters in the organization. This helps in designing andadjusting policies for effective management of services (Vasquez,2012). Secondly, the management policies should create a culture inwhich problems are fixed before failure. The management should alsocreate a culture of informed decisions to avoid the occurrence ofmistakes. A contingency plan for service failure may take the form ofcompensation or apologies, depending on the nature of servicefailure.

Themanagement can help employees interpret the mission statement inthree ways. First, the management should foster open communication tohelp employees understand what the organization expects and allowthem to ask for clarification from the management. Secondly, themanagement should reward the self-improvement and pursuit of theorganization’s mission (Daum, 2014). Third, the management shouldorganize numerous contexts to help employees understand the purposeand core values, as well as the direction of the firm.

Trendsshow that players in the hospitality industry, both large and smallare implementing new technology, including WiFi, address websites,mobile applications, and integrating their services with social medianetworks (Voxer, 2014). These technologies are implemented with theobjective of enhancing the guests’ experience, as well as the staffproductivity. This allows the players in the hospitality sector toattract clients who are using technology to access hospitalityservices. For example, more than 85 % of clients apply for roomsonline and over 91 % of all the guests use automatic kiosks (Voxer,2014). Therefore, applying the latest technology is a necessity, andfailure to adopt it will reduce the competitiveness of the players inthe industry.

Currently,the hospitality sector is characterized by an increase in demand forquality services by customers. In addition, the sector is facing aseries of challenges, including the stiff competition, the need fortechnology appropriation, and globalization (Kandampully, 2007). Tothis end, general managers working in this sector need to assume theresponsibilities of the change agent in order to address the emergingchallenges. The increase in demand for quality by clients, stiffcompetition, and the application of technology are likely to increasethe need for the use total quality management to enhance the customersatisfaction.


Daum,K. (2014). Eight tips for empowering employees. EmployeeTraining.Retrieved December 21, 2014, fromhttp://www.inc.com/kevin-daum/8-tips-for-empowering-employees.html

Kandampully,J. (2007). Servicesmanagement: The new paradigm in hospitality.Upper Saddle River: Pearson Prentice Hall.

Vasquez,W. (2012). Fouressential requirements for achieving a proactive approach to servicedelivery.Washington, DC: BMC Software.

Voxer(2014). Five hotel tech trends to watch in 2014 &amp beyond. Voxer.Retrieved December 21, 2014, fromhttp://blog.voxer.com/2014/08/18/5-hotel-tech-trends-to-watch-in-2014-beyond/