• Challenging
• Unstandardized
• Necessary

Customer service within the hospitality industry is a very powerful weapon and I think that in itself is amazing because of how it can transform an occasion. Depending on the manner in which it is facilitated, these experiences can make or break a patron’s impression of an establishment. When you have a solid staff with a dedication to “the guest experience”, that makes for an environment where good stories and positive recommendations and referrals become the norm: promoting an attractive outing for all.

In the topic of customer service, the positive and negative ideas that come from it are very straightforward. The important pros are that when good customer service is delivered, it is a driving force for an establishment’s positive reputation. This reminds me that at the same time, there are people who will put up with bad customer service in return for exceptional food. However, the problem is that this shouldn’t be an possibility during a customer’s experience. This goes back to how employees are hired. If there wasn’t such a high turnover rate of staff in this industry, this would come across as less of an issue. Negatively, when provided with unsatisfactory customer service, it is less likely that a relationship will grow toward a regular customer.

My topic revolves around the challenges of customer service and why it is strangely hard to come by in good and consistent qualities. I chose this area of focus because it is a vital part the hospitality industry’s success no matter the division. As an aspiring professional event planner, I personally have goals to best exercise customer service in my career in ways where I am successfully meeting and perhaps exceeding expectations. More research on customer service can be conducted to explore why and how it can lack effectiveness when practiced.