Tips on how you can make it to the top in the highly competitive hospitality sector
Hospitality is a broad, constantly evolving, fast-paced environment. Highly demanding yet incredibly rewarding, it takes a special kind of person to succeed in this sector. While passion and motivation will carry you part of the way, to make it to the top you have to be driven to deliver exceptional customer service.
This is according to Rioma Cominelli, a Director at First Loyalty Plus and an inspiring female leader with more than 30 years’ experience in hospitality. Rioma says that her career has been defined by the pursuit of customer happiness.
“I started working in the hotel space in 1983 and fell in love with creating experiences that shifted my customers’ days from mediocre to something special,” Rioma explains. “Interactions that evoke positive emotions become happy memories – and if each interaction your customer has with your hotel, restaurant or service is positive, you will have a customer for life,” she explains.
Always keen to develop the next generation of talent, Rioma shares her top tips for making it to the top:
1. Hard work pays off
There is tremendous potential for growth in the industry and it is the one sector where hard work, spirit and energy pay off. It is however a demanding career that keeps you on your toes (literally). From preparing for the breakfast rush to cleaning up after dinner, the people who succeed are those who roll their sleeves up and do whatever it takes to keep the customer happy. What you put in is what you will get out and if you are willing to work hard and show your initiative, you will succeed.
2. Diversify your skill set
Hospitality is a multi-faceted industry that offers a variety of career options. If you are just starting out, grasp every opportunity to expand your skill set by experiencing each aspect of the business. This will open your mind and help you to decide if you are more suited to front office, food and beverage, management or other parts of this diverse business. It will also give you an invaluable understanding of what the people in these jobs experience every day, helping you to become a better leader as you move up the ranks.
3. Be a life-long learner
In any industry, the people who progress are passionate about their sector, determined to find better ways for everyday tasks and relentlessly curious. If you want to succeed, map out your career journey and work on building a network to expand your knowledge. Exchanging ideas with your peers and learn from senior people in the industry will give you a new perspective and make you an important asset in the business. Constantly put yourself forward for opportunities, whether it’s leading a new project, attending an event or conducting your first business meeting and when you have an idea, don’t be afraid to speak up as this is what will get you noticed.
4. The Customer is King
Customers are the lifeblood of any organisation and how you make them feel will impact your success – as a business and as a leader. You have to be agile and adapt to your customer’s changing needs so keep on top of trends by understanding what your customers like, what they want and what will make them choose your restaurant, hotel or tourism experience. One example of this is how we have shaped Customer Experience at First Loyalty Plus. Everyone is accountable for customer service so for the few minutes that each of our people interacts with a Member, they understand that they not only own the customer experience but the future of our business too – so they maximise each opportunity.
Employee engagement is the ultimate secret to becoming a successful leader says Rioma: “Women generally lead with empathy, compassion and understanding and this can be a gamechanger, especially in hospitality because it results in happier employees who feel a stronger sense of belonging and will therefore take better care of guests and the business as a whole.”
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