Learning and Development for Hospitality and its Impact on Competitive Advantage
Employees in the hospitality industry impact customer experience and overall organization performance, creating the need for learning and development. Luongo (2017, Par. 4), in an article published in the New York Times, “Hotels Train Workers in the Personal Touch,” reveals that customer experience in hotels is the primary marketing strategy. However, training, as the article spells out, equips hotel staff with the needed skills that relate to the expected clients. Hotels in Delhi, for example, are currently training their staff about safety and nursing since they expect Covid-19 symptomatic patients and other tourists who fear the virus (Dhillon, 2020, Par. 2). Luongo (2017, Par. 3), on the other hand, provides another example of needed skill in personal touch among hotel staff. Training and developing teams in the hospitality industry raise the quality of service while providing the required services, for example, personal touch for foreigners as they arise from time to time. Well trained employees can provide maximum satisfaction to the clients since they meet their needs, for example, safety in the wake of Covid-19.
Learning and development among hotel staff maintain a competitive advantage by developing a strong brand of organizations compared to the competitors. Similar to products, hotel customers look for quality services that meet their needs in exceptional ways from trained staff (De Peuter, 2019, Par. 8). Staff development delivers and experience of met needs with quality to build the hotel brand as the best. Improved client safety, for example, in Delhi hotels, will provide a unique perception that the nation has the best hotels, safe from the COvid-19 virus. Another way through which learning and development among hotel staff maintain a competitive advantage is by developing customer loyalty. Competent hotel staffs who meet tourists and other hotel customers’ needs attract them to come ones again.
Reference List
De Peute,r J., 2019. Three Reasons Why Training in Hospitality Matters. [online] Hospitalitynet.org. Available at: https://www.hospitalitynet.org/opinion/4094032.html [Accessed 20 Jul. 2020]
Dhillon, A., 2020. Delhi to transform 25 luxury hotels into Covid-19 care centres. [online] Theguardian.com. Available at: https://www.theguardian.com/global-development/2020/jun/22/delhi-to-transform-25-luxury-hotels-into-covid-19-care-centres [Accessed 20 Jul. 2020]
Luongo, M., 2017. Hotels Train Workers in the Personal Touch. [online] Nytimes.com. Available at: https://www.nytimes.com/2017/07/10/business/hotels-employee-training-hospitality.html. [Accessed 20 Jul. 2020]