Anjeka

Service Failure in the Hospitality Industry

Service Failure in Hospitality facilities occurs when the service fails to meet the guest’s expectations.

Examples of Service Failure in Hospitality facilities include:

• Rude employees
• Poor quality food
• Cold buffet meals
• Poor room service
• Incorrect guest bill
• Dirty or torn menu
• Overbooking rooms
• Delayed wake-up call
• Limited variety of food
• Slow internet connectivity
• Untidy appearance of staff
• Congested bar or restaurant
• Poor entertainment in rooms
• Slow service at the Front desk
• Slow service at the Restaurant
• Noise in the restaurant or room
• Amenities in rooms not working
• Missing equipment on a set table
• Checking a guest into a dirty guest room
• Checking a guest into the wrong guest room
• Serving cold food to a guest at the restaurant
• Dusty or worn out linen like bed sheets, towels and napkins
• Unattractive décor, layout and appearance of restaurant and rooms

Service Recovery Strategies in Hospitality facilities

In the event of failure, Service Recovery Strategies in Hospitality facilities include:

• Refunding the guest
• Offering alternatives
• Listening to the guest
• Correcting the failure
• Replacing the product
• Involving management
• Compensating the guest
• Apologising to the guest
• Taking immediate action
• Acknowledging the failure
• Improving service delivery
• Giving the guest a discount
• Empathising with the guest
• Following up on the complaint
• Offering exceptional treatment
• Taking responsibility for the failure
• Explaining the situation to the guest
• Transferring the guest to a new room or table
• Offering the guest a complimentary such as a free drink

Motivating Hospitality Professionals

Hospitality Careers have positive and negative aspects. Hospitality Professionals often enjoy a global career, get to interact with guests including prominent people, have opportunities to consume the hospitality product and travel a lot. However, some of them feel that they are forced to work over unsocial hours, lack work-life balance, are insecure, receive low pay and experience job monotony. As a result, career change intentions among Hospitality employees are high. Employee motivation is therefore important in the Hospitality industry.

Hospitality employers can moreover motivate their employees through:

• Delegation
• Career growth
• Equity at work
• Team building
• Job promotions
• Job enrichment
• Ethical business
• Fairness at work
• Good leadership
• Decentralization
• Fair compensation
• Employee benefits
• Praising employees
• Focusing on Quality
• Training employees
• Employee meetings
• Workplace diversity
• Open communication
• Management support
• Supporting employees
• Listening to employees
• Recognising employees
• Empowering employees
• Encouraging job rotation
• Giving employees a voice
• Providing safe workplaces
• Guaranteeing job security
• Practising good supervision
• Conducive work environment
• Encouraging work-life balance
• Granting leaves like study leaves
• Role and job transfers on request
• Encouraging open-door management
• Employee events like parties, fun days and trips
• Embracing employee corporate social responsibility initiatives
• Offering monetary rewards like vouchers, bonuses and commissions
• Offering non-monetary rewards like gifts, trips, employee of the month awards and club memberships