What Is Service in the Hospitality Industry?

In this post, we have discussed what is service in the hospitality industry? So, let’s begin with a quick question.

What is the most important thing in the hospitality industry?

Is it infrastructure, sales and marketing, technology, automation or strategy? Is there anything more important than these in the hospitality industry?

Yes, you got that right. It’s the customer service which acts as the soul of hospitality.

There is no doubt that customer service is the name of the game in the hospitality industry. And for good reasons.


Importance of Service in the Hospitality Industry


It’s customer service that makes top-notch hotels stand out from fly-by-nights.

If we look at the historical background of the hospitality industry, service has always been an integral part of the hospitality ecosystem.

In essence, providing world-class customer service strengthens customer relationships which are an invaluable asset to a hotel or any hospitality venture.

Nowadays, service in the hospitality industry goes beyond a smile or a simple “thank you”; you need to create a dynamic, ambient and unforgettable experience for your customers to stay ahead on competition in the hotel sector.

Also, Service in the hospitality industry might mean more than customer service. Services also include back of the house and non-customer facing activities but they all contribute to the overall experience of customers.


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Customers again are both external and internal with external customers as guests and internal as staff and stakeholders.


Defining Service in the Hotel Industry 


It’s undeniable that competition in the hospitality industry is as cut-throat as ever, making high-quality customer service indispensable.

Here’s the thing: most people don’t get what service is all about. Which begs the big question: what is service in the hospitality industry?

Largest Hotel Chains across the globe would agree that it is the customer service that has helped them gain the competitive advantages they hold.



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Service in the hotel industry is even more important and in this post, we dare to use the hotel industry as a service prototype of the hospitality industry.

This is due to the facts that service in the hotel industry is the most visible one for evaluation.

Simply put, service in the hospitality industry is the level of assistance provided by a hotel staff to facilitate the purchase by the client.

It also encompasses a raft of efforts hotels makes to achieve pleasant customer experience for guests.

Of more importance, however, is the fact that customer experience goes hand in hand with customer service.

In principle, customer experience can be negative, indifferent or positive. Needless to say, everyone in the hospitality industry is gunning for a positive one.

In the section below, we have tried to define the purpose of service in the hotel industry together with providing tips to ensure the purpose is met.


The Role of Service in the Hospitality Industry and the purpose





Image illustration by  Hotelogix 


1. Measure Customer Mood


A recent study by industry’s bigwigs shows that the clients aren’t impressed by what you can offer or even what you know until they see that you actually care.

So, personable service is a sure way to improve your client’s mood.


2. Judging the Customer’s Needs


This is similar to point one or a subset of point one but deserves a special mention.

It is very important to judge the needs of your customers without their asking.

For instance, if a family staying at your hotel has children then you should provide them children supplies without a need of them chasing you for everything.

It is important to ask yourself the question as well. What is service in the hospitality industry?

Service is an act of respect, kindness and love. Service is the heart of hospitality industry.

This will help them get comfortable as they will feel more respected.


3. Improve Customer Loyalty


Excellent customer service goes the extra mile to ensure that customers are happy and well taken care of.

Remember that a satisfied customer is a loyal customer. And, customers are a vital part of the business in the hospitality industry.

So, make them your centre of attention – at all times – and they will certainly be happy.


4. Feedback as a Crucial part of customer service in the hospitality industry


Sure you business model is water-tight. Sure your staff is top-notch. But, without general feedback from the customers, you wouldn’t know if your business approach is actually working.

A famous quote of Bill Gates would set things up here.

“Your most unhappy customers are your greatest source of learning”.




Customer Service, however, offers you an opportunity to measure how you are performing.

It allows customers to communicate their experience – both bad and good.

With this feedback, you will know what to fix.

Maintaining an updated information book helps you improve the quality of customer service in the hospitality industry.

You should know about the time of their stay, so you could help them plan their stay in a better way.

You should recommend them good restaurants and guide them about other entertainment options.


5. On Time Services are crucial in hotels and in the overall hospitality industry


Time is the key to success when you’re running a hospitality business. If you aren’t able to provide on-time services to your valued customers then this will hurt your business.

Give individual priority to each customer. If you set customer satisfaction as your basic priority then you will be able to develop a loyal customer base.

Resultantly, your customers will not only come back again but will suggest your services to their friends and family members as well.


6. Following the Etiquette of Service in the Hospitality industry 


Apart from ensuring that every service is being supplied on time, it is important to make sure that the etiquettes of the service sector are also met. This includes both on-call and in-person services.

While conversing with customers it is important to maintain a level of respect.

Moreover, provide proper follow-up to make sure they are enjoying their stay at the hotel. If they have any complaints, get them sorted out at the earliest.


7. Meeting Customer Expectations 


Hotel customers are always seeking an energetic service and a memorable experience. And, excellent service will enable you to do exactly that.

On the whole, service in the hospitality industry allows hoteliers to meet – and possibly surpass – customer expectations.

Positive endings are extremely important in the hospitality industry as they are like fresh beginning that ensures patronage of a lifetime.

Always end things on a positive note. Always smile and greet when you see them. Call them by their name and maintain a good sense of humour when talking to them.




These are some of the things which must be ensured to understand and improve customer service in your hospitality business. If you don’t pay much-needed heed to the improvement of customer service then levels of customer satisfaction will fall as well.

In contemporary times, the hospitality industry has emerged as one of the largest business domains in the world.

With more people travelling around the globe, this industry is expected to grow in the future as well.

To succeed in hospitality industry customer service is the key and thus focus should be on the customers.

The Hospitality industry in future would be more inclined towards technology but service would still hold the key to success within the hospitality industry.

While all customers are not the same it is one thing that makes them all happy, superior service. So if they get something without asking, it makes them feel special.

When properly ensured, these services help businesses maintain a good environment. As a result, they are able to develop a loyal customer base which is essential for the growth and expansion of the business.