IN HOSPITALITY SCOTLAND IS KING, HERE IS WHAT TO LEARN FROM THEIR AWARD-WINNING HOSPITALITY INDUSTRY.
Scotland is the worlds leading country with best hospitality services, beating other countries like the United states whose number of lavish hotels and inns is bigger and more refined. This clearly tells you that hospitality does not depend so much on how lavish or modernized the firm is but rather how reasonable and composed the clientele is. While hospitality demands a lot of concentration on things like etiquette, most countries just like most individuals here in the country assume it’s a small thing – contributing to the lag in Kenya’s hospitality achievement. Although the majority of African countries grapple with this area, foreign countries like the united states as well struggle to achieve the full range degree of hospitality. In Scotland however, the people practice it firsthand and the Scottish culture since the colonial era, revolves around being courteous hence their enviable triumph. The countries’ people’s natural command of discipline and etiquette has significantly translated to its success, producing very popular figures like Alex Ferguson who later on became the most successful British football manager.
While Ferguson was leaving the football career as a longstanding manager, he asserted that many things had contributed to his success but etiquette he said saw to it that he remained at the top. Alex who started his career at the age of 16 as a mere footballer worked hard like many other budding footballers but his extraordinary sense of discipline, brought him this coveted niche the majority of footballers never got to. The countries codes of parenthood which apply even in their schools strictly emphasizes that children learn the tricks of having a good command of etiquette not mainly for the sake of their prosperity but for their own good and satisfaction.
Listening.
Being able to listen to someone not just for the sake of hearing because you have to but for the sake of trying to help, is one of the top-tier virtues that have made Scotland a hospitality powerhouse. Whenever someone loses their way, he wouldn’t feel afraid to ask any person for directions as people aren’t used to misleading others or responding in harsh words. This should be the point to benchmark as the case in most African countries is very different. biggest problem that prevents this bit of hospitality from succeeding in the country is crime. Employees who fashion their rude demeanor always keeps guests away and locks the firm from making a step forward. Employees in the sector should at least learn how to listen actively which helps one build rapport and confidence with client’s.
Oral communication.
The prowess of most Kenyans in the hospitality industry is put into test in occasions when they face clients who can only speak foreign languages. Both written and spoken communication is very crucial in the process of charting a proficient hospitality business. Scotland has successfully achieved in this spectrum as most of its residents can speak more than five foreign languages leave alone the employees in the hospitality industry. The country in general boasts a language diversity of over 170 dialects which due to the welcoming nature of the people have been experimented with and can be spoken efficiently. Using body language and showing willingness to speak as they ensure their eyes are directly poked on the other persons eyes are some of the communication tricks that have up to date kept them at the peak.
Customer orientation.
Employees in a hotel or organization structures its image through their dealings with the hotels clients who mainly after their stay, will sit down and write a rating comment. This goes a long way in determining whether the firm makes progress or doesn’t. How they carry themselves and how they talk greatly infers the reviews your firm gets and whether that celebrity you hosted will want to book your hotel once again. It is therefore the duty of the employees to ensure they do everything that is within their power to see to it that customers are pleased. Great hospitality employees have a natural longing to please others, regardless of the time or day it is. They encounter fulfillment in making sure their guests have everything they need.
Stress tolerance.
Employees in the hospitality industry ought to have the resilience to withstand rude, impatient and unresponsive customers, as well as the rigors of working long shifts, often on their feet, and at the moment, probably in an understaffed establishment. When AA hospitality awards crowned several of Scottish restaurants for their exceptionality in the hospitality industry its obvious they were attracted by the talents of the hotels employees to maintain cool heads even after encountering several heated situations. Employees should be able to defuse a troublesome situation and remain calm and composed while they do it.
Quality orientation.
“I think Scottish people are driven by what we can do better, we’re driven by a pride in producing products of a very, very high caliber and it’s not just about what happened in the past and the heritage, it’s about what we are doing now and how we can do it better “says mark Hogarth the creative director of Harris tweed Hebrides a luxury fashion brand. Mark is at the forefront of the blossoming textile business in the country and opines that although in most occasion designers are compelled by their desire for profits, quality should always be a necessity with or without the profits. According to Mark, production of quality goods and services never ends in bad way as people will always prefer your services or products if you pledge to stick to quality.
Creativity.
Staff should be able to think fast and in a unique way until they catch the attention of their clients for the same if their employers. Creativity from employees is what in most cases places a certain hotel at the very top of the market as the management can think out of the box and offer something that the clients have never experienced elsewhere.
ManagersMag 