Revival of the Human Factor in Hospitality
Dimitri, Student (University), United Kingdom, Member
The hospitality industry is a powerhouse at the heart of several major world economies. In terms of its contribution to GDP it can rank alongside sectors such as manufacturing in its impact on wealth generation.
But the efficiency of the hospitality sector is constantly undermined by a failure to recognize that success, in terms of meeting the expectations of customers, relies on the human factor – in other words, the skills, and attributes, of those in the front line, at the interface with customers.
Those who work in the sector are too often judged only by their quantity, not their quality. The mere idea that those in the sector should aspire to structured careers is unheard of in many companies. The prestige associated with this part of the service sector is very low, putting aside the adulation reserved for so-called celebrity chefs.
This has not always been so. Past generations, in some cultures – such as France – did value individual skills. Now, emplo...