Here's how you can enhance customer service in the hospitality field with resilience.

Empathy is the ability to feel what others are feeling. This comes from removing bias and preconceived judgement and really seeking to understand. There is no way to build empathy without transparency and true intent. Empathy is an active exercise that we are all humans, having a human experience and our humanity unites us and our experiences are based on our individuality.

Emphaty comes from love, being human, feelings and emotions. When you connect emotionally with your guests or patrons, you have reached the highest level of focus of a hospitality professional. Our goal as a hospitality profesional is to constantly connect emotionally with our guests, to make them feel cared for, pampered, loved, heard, acknowledged, etc etc. if you can get new talent and your team to have this as their priority, the service will be outstanding.

Enhancing customer service in hospitality requires building empathy. Train your team to understand and connect with guests' emotions, anticipate their needs, and respond with genuine care. Empathy fosters loyalty and satisfaction, creating memorable experiences for every guest.

Empathy should be a necessary skill taught to all irrespective of the industry or sector an individual is employed. Often human emotions are misunderstood as a majority of it comes in body language and tone rather than just words. I believe every situation has different outlooks , so hence its crucial to understand the guest's emotional needs and address that to understand them better. This helps not only to understand the guest better but also help us as we are not all different. We are just same energy in different wavelengths

Feedback is crucial for any business ventures. There is no other way to bring more guests than referral from previous guests. For a customer to provide a feedback is taking their precious time to acknowledge the service that they have received at the host's establishment. Smooth communication with guests through front of the house staff, giving incentives to the guest in completing surveys and bringing up promotions to win the guests' attention can be a good idea to encourage this.

I love this part. Training, Empowerment, and Helping others are some of my passions. Theory and Practice a must (hands-on, role play, other). Learning “why” and “how” we do things that we do… then practice immediately after will make the training more effective. Proper training is more than ever needed in our hospitality industry; with our major cities growing, and the busy operations, specially during the high season, it is really hard for hospitality managers to be able to train their staff. They might be able to do it, during the slow season, but that is already too late. The solution is to partner with a serious training hospitality partner (profesional or business) and let them take care of your trainings during the high season.

A good friend of mine once told me that change is the only constant thing in life. Mankind has come across a long way from where we were initially, this has been achievable due to constant thirst for knowledge and learning. For any establishment its critical to be on track with market trends and consumer behavior as this changes not just by day but by every instant. Therefore its important to keep the team prepared with the trends so we can not only stay on toe to toe with the competitors but also to meet the needs of the evolving customer

Dedicar-se à constru??o de uma equipe forte, empoderada e orgulhosa de estar ao seu lado é uma das maiores miss?es e bên??os na indústria da hospitalidade. Afinal, a hospitalidade é uma área abrangente, onde o sucesso do negócio depende do esfor?o e compromisso de todos. Uma equipe unida e valorizada é fundamental para oferecer uma experiência excepcional aos nossos clientes e garantir o sucesso contínuo.

My favorite, Teamwork. Celebrate anything that shows teamwork (projects, actions, behaviors), and quickly address and correct signs of the opposite (blaming, gossip, lack of empathy in the group, others).

United we stand and divided we fall. This is a concept that we always address to my team. Teamwork is so pivotal for any organization. Any task that may seem colossal can be finished without much ease with the right team. To nurture this we have to promote team building exercises, transparent communication and equality.

In the hospitality industry, resilience in customer service means adapting proactively. Stay agile and responsive to changing circumstances, anticipate challenges, and implement solutions swiftly. Embrace feedback as a learning tool and continuously improve.

"Prevention is better than cure". A lot of times an adverse situation could be avoided with keen observation. Therefore being proactive helps us to stay ahead of the adversities despite any barriers. To be proactive a lot of it comes from observation and taking measures before they escalate. This method only takes less time and cost compared to acting reactively

To be more practical, draw the service sequence and map the customer experience. Show all the interactive point. Once this is done than you may proceed