Being Hospitable: The Qualities of a Successful Hospitality Employee


hospitality1Hospitality – the friendly reception and treatment of guests or strangers.

As I reported last week, I have started a new position in the Hospital Industry.

As I was waiting to start, I thought about the qualities that were necessary to be a success in the Hospitality Industry. Per, they are

1. Commitment
To be successful in the hospitality industry, you must be committed to ensuring customer satisfaction. You must do whatever it takes to keep customers happy and also create repeat business.
2. Communication Skills
The most successful in the hospitality business are those with excellent communication skills. They can communicate effectively both orally and in writing
3. Computer Know-How
A great hospitality employee has good computer skills and is familiar with a wide range of technological applications that are used within the industry.
4. Enthusiasm
Great employees of the hospitality industry are enthusiastic about their jobs and strive to do the best work possible. They want to give their customers the best experience available.
5. Interpersonal Skills
To be successful in hospitality, one must have top notch interpersonal skills, as the very nature of the business is to provide spectacular customer service.
6. Leadership
Great hospitality employees have strong leadership skills and are able to command projects and make significant contributions to an organization’s overall success.
7. Organized
To stay on top of the multitude of tasks you’ll face as a hospitality employee, you have to be organized and multitask without difficulty
8. Knowledgeable of Safety/Hygiene Issues
Successful hospitality employees are familiar with rules of safety and hygiene as they apply to food serving places, hotels, and other places where people spend time.
9. Teamwork
Successful members of the hospitality industry work well with others and can be a productive member of a team. They value the contributions of everyone.
10. Thorough
Great hospitality employees are very thorough in their work and realize that any oversight could result in customer dissatisfaction.

In looking for advice about how to do well in my new job, I decided to turn to one of my Hometown Heroes and a legend in the Hospitality Industry, Kemmons Wilson.

Kemmons Wilson and his family took a trip from Arkansas to Washington in 1951. He was so angered by their shabby lodgings, that he decided to open his own hotel.

The first Holiday Inn, a two story hotel, was opened in 1952 at 4985 Summers Avenue in Memphis, Tennessee between a lumberyard and two-lane highway. By 1959, there were 100; by 1975, 1,700.

Today, there are Holiday Inns in every state and in more than 50 countries.

Here are Kemmons Wilson’s Twenty Tips for Success

1. Work only a half a day; it makes no difference which half-it can be either the first 12 hours or the last 12 hours.

2. Work is the master key that opens the door to all opportunities.

3. Mental attitude plays a far more important role in a person’s success or failure than mental capacity.

4. Remember that we all climb the ladder of success one step at a time.

5. There are two ways to get to the top of the oak tree. One way is to sit on a acorn and wait; the other is to climb it.

6. Do not be afraid of taking a chance. Remember that a broken watch is exactly right at least twice every 24 hours,

7. The secret of happiness is not doing what one likes, but in liking what one does.

8. Eliminate from your vocabulary the words, “I don’t think I can” and substitute “I know I can”.

9. In evaluating a career, put opportunity ahead of security.

10. Remember that success requires half luck and half brains.

11. A person has to take risks to achieve.

12. People who taker pains never to do more than they get paid for, never get paid for anything more than they do.

13. No job is too hard as long as you are smart enough to find someone else to do it for you.

14. Opportunity comes often. It knocks as often as you have an ear trained to heat it, an eye trained to see it, a hand trained to grasp it, and a head trained to use it.

15. You cannot procrastinate-in two days, tomorrow will be yesterday.

16. Sell your wristwatch and buy an alarm clock.

17. A successful person realizes his personal responsibility for self-motivation. He starts himself because he possesses the key to his own ignition switch.

18. Do not worry. You can’t change the past, but you sure can ruin the present by worrying aver the future. Remember that half the things we worry about never happen, and the other half are going to happen anyway. So, why worry?

19. It is not how much you have but how much you enjoy that makes happiness.

20. Believe in God and obey the Ten Commandments.

After my first week on my new job, I  believe that not only was Mr. Wilson absolutely right, he was a visionary.

While training at the Front Desk this past week, I was called upon to go to guest rooms to fix televisions, to figure out why a DVD had no picture (it turned out to be a CD), and to run to the local retail store to buy some bathroom…umm…equipment that we were short of.

After a lifetime of working with clients from every walk of life, I am truly enjoying my new position.

With something new happening everyday, I can’t wait to get back to work to see what will happen next.

Never give up. Never surrender.



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