The Qualities of a Good Employee

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The Qualities of a Good Employee.

In the hospitality industry, there is one person who can make or break a guest’s experience and the organization’s relationship with the guest: the employee. Excellent hospitality companies understand the value it is to train employees. However, it is not training alone that employees need to keep excellent service excellence. There are 5 qualities an employee should have to ensure maximum service equality and guest satisfaction.

Excellent hospitality companies like the Ritz-Carlton and the Hilton understand how valuable it is to train employees. They understand that keeping the guest happy is what keeps the guest coming back. Five star hotels like these train their employees to satisfy the demands of the guest and ensure that there are no problems that cannot be fixed. These employees go above and beyond guest expectations. Depending on how well the service is executed depends on how resourceful the employee and how effectively he or she helps the guest. The first quality an employee should have is creativity. A creative employee is one who thinks outside the box in handling a guest’s situation, achieving a satisfaction above what the guest expected. Constantly exceeding guest expectations is what industries strive for, as it keeps guests loyal if not for another attraction.

Mahatma Gandhi said, “a customer is the most important visitor on our premises, he is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so.” It is important for the employee to understand the guest is the center of the business. Treating guests with respect must occur with all service encounters, no matter the situation. The second quality an employee must have is adaptability. An effective employee must be able to think clearly...
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