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How can you use critical thinking to stand out in the hospitality industry?

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Critical thinking is the ability to analyze, evaluate, and apply logic and evidence to solve problems and make decisions. It is a vital skill for any profession, but especially for the hospitality industry, where you have to deal with diverse customers, complex situations, and high expectations. In this article, you will learn how you can use critical thinking to stand out in the hospitality industry and boost your career prospects.

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Terence T. Lee

Passionate Hotelier | COO at Hotel Indonesia Group
M Agung, CPHR

Passionate HR, Industrial Advisor and HRBP at Accor Indonesia
kent Saa

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1 Identify the problem

The first step of critical thinking is to identify the problem or challenge that you are facing. This may seem obvious, but often we jump to conclusions or assumptions without clarifying what the real issue is. For example, if a guest complains about the service, you may think that they are rude or unreasonable, but the problem may be that they have different expectations, needs, or preferences. To identify the problem, you need to ask open-ended questions, listen actively, and avoid personal biases or emotions.

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Terence T. Lee

Passionate Hotelier | COO at Hotel Indonesia Group
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In the hospitality industry, critical thinking starts with identifying the problem. Often, we make quick assumptions, but true insight comes from understanding the real issue. Open-mindedness is key. It's about listening and observing to grasp the challenge fully. Empathy enhances this understanding, as it allows us to see from others' perspectives. By accurately identifying problems and empathetically addressing them, professionals in hospitality can provide exceptional service and solutions, standing out in their field.

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M Agung, CPHR

Passionate HR, Industrial Advisor and HRBP at Accor Indonesia
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1. Learn the phylosophy of hospitality 2. Share and get share from the professional 3. Authenticity mindset 4. Guts/dare to change and or changed 5. Think globally act locally and deep impact result 6. Let the God do the rest

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kent Saa

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Hospitality heroes wear a crown of critical thinking! Analyze beyond complaints, craft personalized solutions, and anticipate hidden needs. Go the extra mile, adapting to trends and collaborating for improvement. Challenge the status quo, embrace feedback, and think strategically. Your sharp mind + hospitality heart will make you shine!

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Cristina Imperial Carl
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Always go back to root cause. This way you are addressing the true problem in any solution that you choose. Avoid trying to react without all the information. This can cause even more chaos.

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2 Gather information

The next step of critical thinking is to gather relevant and reliable information that can help you solve the problem or challenge. This may include data, facts, opinions, feedback, or experiences from various sources, such as guests, colleagues, managers, or online reviews. To gather information, you need to research, observe, and communicate effectively. You also need to evaluate the quality, accuracy, and credibility of the information, and avoid misinformation, rumors, or stereotypes.

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Tushar Bhate

Independent Consultant | Manufacturing Operations
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Leverage critical thinking to excel in hospitality. Regularly assess processes for enhancement, staying ahead in the dynamic industry. Prioritize a customer-centric mindset, anticipate trends, and align services for a competitive edge. Engage in cross-functional collaboration, enhancing problem-solving. Stay attuned to industry trends, proactively adjusting strategies to align with evolving customer preferences. Foster ongoing enhancement through critical thinking, ensuring a distinctive presence in the hospitality landscape.

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Cristina Imperial Carl
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Make sure you have as much information as you can reasonably gather in the amount of time you have. Having facts, data, records, etc help you get to a point where you can formulate different solutions.

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3 Generate solutions

The third step of critical thinking is to generate possible solutions or alternatives that can address the problem or challenge. This may require creativity, innovation, or collaboration, depending on the nature and complexity of the situation. For example, if a guest requests a special meal that is not on the menu, you may suggest a similar dish, offer a substitution, or contact the chef for a custom-made option. To generate solutions, you need to brainstorm, analyze, and compare different options, and consider the pros and cons, costs and benefits, and risks and opportunities of each one.

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Tushar Bhate

Independent Consultant | Manufacturing Operations
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Clarify the real issue by asking open-ended questions and avoiding assumptions. Eg.: If a guest complains about service, explore expectations rather than assuming rudeness. Collect relevant and reliable data from various sources like guests, colleagues, or online reviews. Evaluate information quality, avoiding misinformation or stereotypes. Creatively brainstorm possible solutions based on the nature and complexity of the situation. Example: For a guest's special meal request, suggest alternatives, substitutions, or custom options. Use judgment or consensus to select the most effective and efficient solution. Example: When a guest wants to cancel a reservation, offer a refund, voucher, or rescheduling based on policies and satisfaction.

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4 Choose the best solution

The fourth step of critical thinking is to choose the best solution or alternative that can solve the problem or challenge effectively and efficiently. This may involve judgment, intuition, or consensus, depending on the criteria and constraints of the situation. For example, if a guest wants to cancel their reservation, you may offer a refund, a voucher, or a rescheduling, depending on the policy, availability, and customer satisfaction. To choose the best solution, you need to weigh the evidence, apply the standards, and justify your decision.

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Cristina Imperial Carl
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Get feedback from your team and different stakeholders. Then at the end of the day you have to go with the solution that brings the situation to the best outcome. Sometimes this will mean some give and take. Very rarely is there a solution where everyone is satisfied 100%.

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5 Implement the solution

The fifth step of critical thinking is to implement the solution or alternative that you have chosen. This may require planning, execution, or supervision, depending on the scope and scale of the situation. For example, if a guest needs a wheelchair-accessible room, you may arrange the booking, prepare the room, and check the guest in. To implement the solution, you need to follow the procedures, coordinate the resources, and monitor the progress.

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6 Evaluate the outcome

The sixth and final step of critical thinking is to evaluate the outcome or result of the solution or alternative that you have implemented. This may involve feedback, reflection, or improvement, depending on the goals and expectations of the situation. For example, if a guest is satisfied with the solution, you may thank them, ask for a review, or offer a loyalty program. To evaluate the outcome, you need to measure the performance, assess the impact, and learn from the experience.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Tushar Bhate

Independent Consultant | Manufacturing Operations
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Continuous Improvement: Cultivate ongoing enhancement with critical thinking. Regularly assess processes, pinpointing areas for proactive changes to stay ahead in the DHI Customer-Centric Approach: Prioritize a customer-centered mindset. Apply critical thinking to grasp evolving needs & preferences. Anticipate trends, align services for a competitive edge Cross-Functional Collaboration: Engage in collaborative efforts across departments. Apply critical thinking to enhance communication, leveraging diverse perspectives for effective problem-solving Adaptability to Trends: Stay attuned to industry trends. Apply critical thinking to assess emerging trends' relevance. Proactively adjust strategies, aligning with evolving customer preferences

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How can you use critical thinking to stand out in the hospitality industry?

1

2

3

4

5

6

7

1 Identify the problem

2 Gather information

3 Generate solutions

4 Choose the best solution

5 Implement the solution

6 Evaluate the outcome

7 Here’s what else to consider

Critical Thinking

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How can you use critical thinking to stand out in the hospitality industry?

1

2

3

4

5

6

7

1 Identify the problem

2 Gather information

3 Generate solutions

4 Choose the best solution

5 Implement the solution

6 Evaluate the outcome

7 Here’s what else to consider

Critical Thinking

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