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Hospitality Jobs - What is Your Job?

Last week I had a meeting with one of my senior gaming staff. The meeting was called because of his poor performance. This staff member is quick with his service on the gaming machines. He can fix just about any problem or malfunction with the machines and he keeps the gaming floor clean. So what is the problem with his performance?

The problem is with his ability to deal with customers. All of the complaints were regarding his dealings with customers. He wasn't rude with the customer, more ignorant. He would approach a gaming machine to perform a service; there would be no greeting the customer, no conversation and no acknowledgment at all.

When I was discussing this problem with the staff member about his performance his reaction was as follows.

"I'm to busy to talk to the customers!"

"It's not my job to talk to them!"

The meeting went for approx 40 mins, the whole time he was arguing his point that he just come not give good customer service because he was to busy. As a result of this meeting he has been removed from the gaming department and placed on a probationary period. This outcome is not good for his career and is certainly not good for the business because we have just lost one our most experienced gaming staff.

All he had to do to avoid this situation is have a simple conversation with the customers.

"Hi. How is your day?"

"Sorry to keep you waiting, what can I do for you."

"Nice to see you again."

"Good Luck."

However, he refused to accept that customer service was apart of his job. Technical skills only will not get you promoted; they will not even keep your job. These days hospitality organisations need customer service people. Many organisations have changed their employment practises focusing on people skills instead of technical skills when recruiting.

When you work in the hospitality industry, you may be a barman, cashier, waiter, receptionist or gaming attendant but you are in the business of customer service. This is your primary role and the technical skills come second. If you can remember that then you are well on your way to becoming a hospitality professional.

For more information on Hospitality jobs visit the link below.


The Essential Training company was founded in 2005 to cater for the apparent skills shortage in entry level positions within the hospitality industry in Australia. They have developed many hospitality operations training packages which incorporate basic elements of hospitality operations within Australia, and attempts to educate future workers on the attitudes, skills and work ethics required to make a career in this rapidly changing industry.

The founders and educators have over 35 years experience in the Hospitality industry in position such as;
General Manager
Operations Manager
Food and Beverage Manager
Human Resource Manager
OH&S and risk Manager
Chef and restaurant Manager
Higer Education teacher


Source: www.a1articles.com