The Role of Hospitability and Customer Relations in Business Success Essay

Introduction

The contemporary challenges with which companies face today are more and more connected with the importance of customer-personnel relationships. The thing is that in contemporary urge for fast profits the senior management staff is rather capable to work out some financial models or finance, or technical abilities. In this prospect, there is no place for live and proper communication with customers. That is why the paper is dedicated straightforwardly to maintain the issue from the point of hospitality management. Moreover, the point of services going together with production is vital to outline the need of the modern world in highly qualified and educated employees for making the trademark of this or that company higher from time to time.

Hospitality management

The point of some restraints which happen between customers and personnel consider the facts that people are different in their characters; they are obliged to ask for services or products, which have been purchased earlier. Furthermore, the fact of different social strata rises in this case. Laurie J. Mullins (2001) in her book describes different approaches as of the functions and options of personnel while communicating with customers in their degree of further achievement of the objectives, which the company supposes to get back, but from the customers’ activity. This also points out the human factor and the reliability and validity of an individual to work under pressure while contacting customers. Moreover, one of the main functions or destinations of the personnel is to be a support for the company’s success. That is why it is significant to go through the appropriate and standardized program of education in hospitality management, especially for those who are involved in the field of service-related activities.

The strategic purpose of the companies to concentrate on their customers provides a strict and rational approach toward the psychological constituent of the issue. Thus, David Kopf (2000) promotes the idea that customer relationship management (CRM) should be in the priorities of the company so that using new technologies and operational systems to satisfy the needs of customers due to the implementation of “specific customer-centered initiatives”. Though, every employee in the company having a straightforward connection with the customer support department should be educated in main tactics of how to facilitate the process of customers’ requirements satisfaction, for example. Also, there should be a scheduled table of principles and steps of how to behave with customers, with which an employee is to make himself aware. This will reduce the percentage of misunderstanding between personnel and customers and will also make the company specializes in their manner of communication.

Mühlbacher, Leihs, and Dahringer (2006), on the other hand, make emphasize the significance of combining sources that are at companies’ disposal either on a local or on a global basis. Thus, the relationships with customers, according to the authors, should include four main factors, namely: areas of distribution, product price, management communication, and financial background (Mühlbacher, Leihs, and Dahringer, 2006, pp. 332-333).

Conclusion

To sum up, the recent need for excellent communication skills is necessary for making a company the best as of the customers’ responses. It contemplates the fact that the manner of contacting the customers as well as how to keep relationships with them after providing services is important for a company’s success and will attract new customers along with current ones. The more the personnel is educated in prospects of hospitability and customer relations, the more chances has the company.

Reference List

1. Mühlbacher, H, Leihs, H, Dahringer, L 2006, International marketing: a global perspective, Ed. 3, Cengage Learning EMEA, Stamford , Connecticut.
2. Kopf, D 2000, ‘CRM: Who Ya Gonna Call?’, Business Communications Review, December, Vol. 30, pp. 52.
3. Mullins, LJ 2001, Hospitality management and organizational behavior, Ed. 4, Pearson Education, New Jersey.