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The company should not only focus on giving customers service, but also to make them feel welcomed.  It is important to communicate with people and build relationships with your customer. Also people should not be seen as just customers, patients, passengers, etc., they should be seen as human beings, guests and they should see that they are important and they are taken care of. Also employees should be taken care of even before customer, because when it is cared for employees, they will take care of customers. And since everything starts with yourself, it should be known how to welcome yourself, before making others feel welcomed.
When you make customer feel special you earn their loyalty as well as creating a good image of your company.

- Vita

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Your mindset and how you view your customers affect how you treat your customers throughout their experience directly affecting their experience and the emotions they feel during its ‘consumption.’ You need to look at your customers not distantly, or even professionally like guests but make a personal connection and allow them to feel ‘special’ and highly valued as a customer. In the case of service recovery this will allow you to find not only a solution to your customers problem or complaint but to personally satisfy them which can the create an even more positive experience than that they would have experienced if things all went well. This should be your mind set to allow you to create the best customer service possible and create a high customer satisfaction not only within the service industry but any business although it may be more highly valued in the service industry as often the main product is  experience ( which is highly emotive) rather than a physical product.

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Your mindset and how you view your customers affect how you treat your customers throughout their experience directly affecting their experience and the emotions they feel during its ‘consumption.’ You need to look at your customers not distantly, or even professionally like guests but make a personal connection and allow them to feel ‘special’ and highly valued as a customer. In the case of service recovery this will allow you to find not only a solution to your customers problem or complaint but to personally satisfy them which can the create an even more positive experience than that they would have experienced if things all went well. This should be your mind set to allow you to create the best customer service possible and create a high customer satisfaction not only within the service industry but any business although it may be more highly valued in the service industry as often the main product is  experience ( which is highly emotive) rather than a physical product.

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It is crucial for a company to know what their guets, clients, or participants thinks about the company and the services that the company offers.
If the company don't know what the guests thinks, they can't change the things that the guests are unsatisfied about, and they can't become better at their job, if they can't change the things that are wrong.
The feedback, reviews and comments that the guests comments on, are vital and crucial for the company to keep their image and not ruin their reputation.
For the company, it is their job to make the guests feel as comfortable as possible and help the guests as much as possible, and deliver a good service from the minute that the guests arrive, throughout the whole stay until the guests leave again.

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Hostmanship and the service recovery story

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Hostmanship and the service recovery story

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The principles from the hostmanship and the best service recovery story are the most essential ones to use in the service industry. It always determines a service company, how they behave with their guests. Nowadays, reviews are very widespread and determinative, because a lot of people choose a place according to the online reviews. This is one of the most important reasons why the hosts should make the guests feel special, they should feel respect towards them. Then they will give a really positive experience, as review, so this can attract more and more people. I really liked the sentence „I don’t have passengers, I have human beings, just like me” from the hostmanship video. I totally agree with this viewpoint, because people should feel equality with the host, this can give them a positive impression and a more friendly environment all the time.

These two videos made me realize, that I should be aware of how to handle my guests and their negative experiences as well with my future company. I always have to compensate them in the highest possible way, so they will always remember me and they will share not the negative experience but the caring, respect, and appreciation they received.

-Szilvia

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Making a guest feel valued, appreciated and welcomed is probably the most crucial thing for a company to do. The company must show and prove that the guest did the right choice by choosing them over others. And this is done by caring about the guest, their needs and making their stay (if talking about a hotel ) as pleasant as possible.
Service recovery is vital if you want your company to remain having a good reputation/image and assure a steady flow of guests in the future. A company can benefit from taking in complaints and/or negative feedback/reviews from guests as they could then either find a solution to the problem and/or make up for the misfortune and potentially turn a bad experience into a good one.

-Claire

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As French people say “The client is a king”. Delivering a good service requires knowledge, but a perfect service needs to combine between knowledge and passion to make the client happy not just with the expected service but also with the atmosphere, the environment and in my point of view this what changes the client statut to a guest. But that depends from a culture to another one, when I imagine this kind of service for example here in Denmark, would be too much for Dane to handle in some cases due to there low key culture. For example if we take a Moroccan waiter and bring him to Denmark he will still give a great service even though you are buying a 50 kr Durum and when I say service that means pulling a share for a women... ects. But that would not fit in Denmark, because to get such a service you need to go to a more fine restaurant and not just a cheap restaurant like “Jensens bøfhus”.  While in Morocco there won’t be that much of difference in the service from a cheap restaurant to the most fancy one. So combining the perfect service  doesn’t have one magic recipe, it depends on the situations and the guests.

Service recovery for me is a must if a company want to build loyalty, because mistakes happens but if we master the art of changing the situation 360 degree towards our benefit, it would make a huge difference for the company in long term and for the guest in short and long term.

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A virtual cup of coffee for you. I look forward to discussing your answers with you tomorrow at 8.15

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A virtual cup of coffee for you. I look forward to discussing your answers with you tomorrow at 8.15

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(please keep on writing, the padlet is open until we start tomorrow)

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Principles of hostmanship and service recovery are crucial factors in service industry. The power of welcome is to affirm the guest made the right choice and is further welcome to enjoy-spend each aspect the business has to offer.The sentences that come out of our mouths make a huge impact on how others feel about us and our successes. Having a habit of using the right words to properly communicate with our guests is crucial. Is it important to make the customers feel special, appreciated and welcomed. You can make them feel that way by acknowledging customers immediately upon entering, making eye contact and smiling, listening to their opinion or feedback, trying to help, keeping your business or workspace inviting and organized or if you have an online business established social media presence is a big advantage. Even saying a simple 'thank you' online or in real life shows that you value your customers and that is what they're looking for.
- Danas and Sophie

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Hostmanship:

We can use the way we look at life and see things everyday when we go to work to make a choice of doing the best we can, I work in the hospitality business and here the guest really can feel if you really want to make their stay more pleasant or you just want to get your job done. And always remember that in the hospitality business it´s is called guests and they are people it is not costumers and numbers.

The best service recovery story:

We can use this story to remember to put our self in the guests place. Thinking about what will make this experience for them even better or how can we replace anything if they have had a bad experience. And remembering that it is not just about the money from this guest, it is about all of the word to mouth to everyone the guest talk to afterwards so it is potentially a lot of money from a lot of different guest from this point forward.

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It is essential for every service & hospitality worker to understand how crucial it is to make guests feel welcomed. Building good relationships with guests will positively influence the image of the brand, which will automatically make it more attractive for the potential guests. Also, it will lead to increasing the number of regular customers, which is very beneficial for the business as well.

In my opinion, one of the most important things for the business within the service industry is to make every customer feel like home. Especially now, when every person can easily leave a review online, which can be seen by thousands of potential customers.

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The principles of hostmanship and service recovery are very important. It helps the host to get to know more about their customers and also get know how complaints and other situations can be handled in a convenient way appropriately. Good hostmanship gets to think ahead for the satisfaction of their guests or customers, and never lack service appreciations. Someone who chooses to act as a host brings simultaneously meaning and joy into their own life. With hostmanship as a starting point, we can become better collaborators and leaders. With a way of doing things, a company will strive better with a welcoming culture.                                                                                Samuel             

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The principles of hostmanship and service recovery are very important. It helps the host to get to know more about their customers and also get know how complaints and other situations can be handled in a convenient way appropriately. Good hostmanship gets to think ahead for the satisfaction of their guests or customers, and never lack service appreciations. Someone who chooses to act as a host brings simultaneously meaning and joy into their own life. With hostmanship as a starting point, we can become better collaborators and leaders. With a way of doing things, a company will strive better with a welcoming culture.                                                                                Samuel             

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Remember to add your names, when you make a comment 

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Remember to add your names, when you make a comment 

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The feeling of being welcomed and being special. That is what most people want to be and what they will never forget if it is provided for them.
So it is important to show the customers that they are important as an individual and that you care for them. But it shouldn't be only applied to the customers. Almost everything starts within yourself and your point of view on life. Then it should continue to the employees and then it should be much easier to create this feeling when you are dealing with an actual customer.

Also constructive negative feedback should never be seen as something bad but as a way how to grow and improve. And as we can see in the video it can be even used as a benefit.

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The principles of Hostmanship and Service Recovery plays a big role in Service Industry. I can use it when I work in a hotel or in a restaurant to treat people as guests and make them feel welcome and belong in the group, make them feel that they are important people. I need to be happy and positive person while hosting the guests so they will enjoy the services and comeback again. Service Recovery is very important in the company. As a host of the hotel or restaurant I need to protect the name of the company and the value of the guests. Responds to the complaints of the guests and find a immediate and best solution to resolve the problem and make them satisfied.-Diana

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The principles of Hostmanship and Service Recovery plays a big role in Service Industry. I can use it when I work in a hotel or in a restaurant to treat people as guests and make them feel welcome and belong in the group, make them feel that they are important people. I need to be happy and positive person while hosting the guests so they will enjoy the services and comeback again. Service Recovery is very important in the company. As a host of the hotel or restaurant I need to protect the name of the company and the value of the guests. Responds to the complaints of the guests and find a immediate and best solution to resolve the problem and make them satisfied.-Diana

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Hostmanship can be perceived as an art of setting the right mindset for a service encounter with your guests. It allows us to vanish a typical way of carrying out services and procedures, getting rid of service scripts and manuals, viewing every situation as unique. Hostmanship practices view every person through humanity lens and as an entirely distinguished individual, which could help us to stay present, creating value for our guests right here and right now. It may help to bring service to another level, create stronger commitment between us and our guests, adding meaning to both sides, and foster long term relationships.

Service recovery practices can be used to save the reputation of the firm when one failed to deliver service or product at the promised level. It should be seen as an opportunity to show customers that the firm values him and seeks a way to improve. We can even say it is a strategical investment because if service recovery is executed well, a person may continue to consume services/products and can possibly spread a good word to others.

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Principles from Hostmanship and Service Recovery can be used in your favor in the service industry. It's known that people leave , for example, the restaurant after a recovered incident even more satisfied with the service given than if the incident never occured at all. Service recovery gives a chance for the company to prove themselves, make the customers feel special and turn a possibly bad experience into a good one. Word of mouth is also very important reason why companies should trive to have a high service recovery strategies. As for the hostmanship it's imprtant for the customer to feeling that someone cares, that they are happy about my presence, and that I as a guest am both important and valuable. Armands

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Hostmanship & Service recovery Both videos suggest that the principle of hostmanship and giving value to your customers are very crucial when it comes to service and hospitality industry. Being welcomed and feeling special are only one of those things that customers perceived as valuable experience. It is important that people who are working and wanted to work on this field have these behavioural traits. It is impossible to have a happy guests without having a good hostmanship. These principles add up to the whole guests experience and also to the company's brand identity. Practicing good hostmanship is linked to the ability to  attract and keep guests that is a good factor for companies to create long term success.

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Hostmanship & Service recovery Both videos suggest that the principle of hostmanship and giving value to your customers are very crucial when it comes to service and hospitality industry. Being welcomed and feeling special are only one of those things that customers perceived as valuable experience. It is important that people who are working and wanted to work on this field have these behavioural traits. It is impossible to have a happy guests without having a good hostmanship. These principles add up to the whole guests experience and also to the company's brand identity. Practicing good hostmanship is linked to the ability to  attract and keep guests that is a good factor for companies to create long term success.

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-Justine

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I agree with everything that has been already written and I truly believe hostmanship and service recovery are essential when it comes to service or hospitality. Human beings need to feel special and welcomed and you will probably never avoid a single complaint from your guest or customer and therefore it is very important to know how to proceed after a complain has been placed and to be able to handle the situation well so both parties are satisfied.

As me desiring to work in HR department in the future, I know I will be using principles of hostmanship on daily basis, as it is not only important when working with customers/guests, but also when working with your colleagues/employees as I believe that feeling welcomed/ valued/ heard and special increases collaboration, productivity, creativity and happiness at the workplace. It is all connected. Happy employee = satisfied customer.

- Zofie

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Knowing how to make people feel welcome is a most important skill for working as front office personnel, for example in reception. It is crucial in the guest cycle that the first real-life impression of the brand (e.g. the hotel) is a pleasant experience. At the reception you also may be the one who gets a lot of complaints that need to be resolved immediately, so you must also know what good service recovery looks like to make sure the guests' entire stay is great and they know they can depend on you to help them with any arising issue throughout the service.
- Angela