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How can you set your hospitality business apart with a unique service culture?

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In the competitive hospitality industry, offering a high-quality product or service is not enough to stand out from the crowd. You need to create a unique service culture that reflects your brand identity, values, and vision, and that delights your customers at every touchpoint. In this article, you will learn how to set your hospitality business apart with a unique service culture, and how to implement it consistently across your team and operations.

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Dr. Gouri K
INFLUENTIAL KENYA

Igniting Brands with quick-witted Strategies | Crafting Compelling Online Narratives | Your ideal partner for…

1 Define your service culture

Your service culture is the way you deliver your product or service to your customers and how you make them feel during the interaction. It is heavily influenced by your brand identity, mission, values, and customer expectations. To define your service culture, you need to answer key questions such as what is your brand promise and personality, what are your core values and principles, what are your service standards and expectations, what are your customer segments and needs, and how do you want your customers to feel before, during, and after the service. Answering these questions can help you craft a clear and compelling service culture statement that summarizes your unique value proposition and differentiates you from competitors.

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INFLUENTIAL KENYA

Igniting Brands with quick-witted Strategies | Crafting Compelling Online Narratives | Your ideal partner for brand,product and service promotion -email us : [email protected]
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To set your hospitality business apart with a unique service culture, start by defining and communicating a clear set of values and standards that reflect your brand identity and resonate with your target audience. Empower and train your staff to embody these values in their interactions with guests, encouraging them to go above and beyond to create memorable experiences. Continuously seek feedback from guests and employees to refine and improve your service culture, ensuring that it remains authentic, relevant, and distinctive in a competitive market.

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2 Communicate your service culture

Once you have defined your service culture, you need to communicate it effectively to internal and external stakeholders. Your employees, managers, and partners should understand and embrace your service culture, while customers, suppliers, and the community should recognize and appreciate it. To communicate your service culture, use various channels and methods, such as your website, social media, and marketing materials to showcase stories, testimonials, and visuals. Additionally, you can attract, develop, and reward employees who fit and promote your service culture through recruitment, training, and recognition programs. You can also measure and improve your service culture performance and reputation through feedback surveys and reviews. By communicating your service culture consistently and authentically, you can build trust with stakeholders, enhance your brand image and awareness.

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3 Align your service culture

Defining and communicating your service culture is not enough if it is not integrated into every aspect of your hospitality operation. From the design of your physical space to the delivery of your service, you need to ensure that your service culture supports your business goals and objectives, is compatible with your product or service quality, features, and benefits, and is consistent across all channels, locations, and departments. Aligning your service culture with your business operation can optimize resources and efficiency, creating a competitive advantage and a loyal customer base.

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4 Monitor your service culture

Your service culture is not something that can be set and forgotten. It is a dynamic and ever-changing process that requires regular monitoring and adjustment in order to stay up-to-date with the internal and external environment. This means that your service culture needs to be able to adapt to customer feedback, industry trends and innovations, and market opportunities and challenges. To properly monitor your service culture, you should collect data from various sources such as customer feedback, employee engagement, financial performance, and market research. This data should be used to identify and evaluate the strengths and weaknesses of your service culture, as well as any gaps or opportunities for improvement. After making any changes or innovations to your service culture, you should measure their impact and results. By monitoring your service culture, you can keep it relevant and ensure that it meets or exceeds stakeholder expectations.

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Clyde Bolislis

ADM - Front Office
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Your service culture is not something that can be set and forgotten. It is a dynamic and ever-changing process that requires regular monitoring and adjustment in order to stay up-to-date with the internal and external environment. This means that your service culture needs to be able to adapt to customer feedback, industry trends and innovations, and market opportunities and challenges. The data should be used to identify and evaluate the strengths and weaknesses of your service culture. After making any changes or innovations to your service culture, you should measure their impact and results. By monitoring your service culture, you can keep it relevant and ensure that it meets or exceeds stakeholder expectations.

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5 Celebrate your service culture

Your service culture is not only a business tool, but also a source of pride and joy for your hospitality organization. To celebrate your service culture achievements and milestones, you can organize awards and recognition events to honor and appreciate employees, customers, and partners who contribute to your service culture success. You can also share stories and testimonials to highlight and showcase your service culture best practices and examples. Invite and engage your stakeholders in events and activities related to your service culture initiatives and values. Celebrating your service culture will not only foster a positive work environment but also create a strong emotional connection with your stakeholders.

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6 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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Dr. Gouri K
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Emotionally connected your service culture - To make culture unique, it has to endure the emotional connect with the guest and employee both. A prudent emotional exchange of the culture allows guests to partake into activities that are a part of service culture. This can be based on the service dominance logic of hospitality. Co-create service culture - it’s important to use the resources of customers to make the service culture unique in hospitality. Co-creation is a must tool because if stakeholders are involved into the process of culture creation, the shared responsibility comes into the play which leads to the success for parties involved.

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How can you set your hospitality business apart with a unique service culture?

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1 Define your service culture

2 Communicate your service culture

3 Align your service culture

4 Monitor your service culture

5 Celebrate your service culture

6 Here’s what else to consider

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