How has the concept of hospitality and customer service changed over the years? Hire Only Good Natured People, by EM Statler (Memo handout) Meyer, Danny (2006).  The transforming power of...

How has the concept of hospitality and customer service changed over the years?

Hire Only Good Natured People, by EM Statler (Memo handout)

Meyer, Danny (2006).  The transforming power of hospitality in business:  setting the table.  HarperCollins, NY.

1.  After reading the memo “Hire Only Good Natured People,” respond to the following questions:

Who might have written this?

When do you think this memo was written? 

How has the concept of hospitality and customer service changed over the years?

 

 

2.  Using an on-line search engine, research EM Statler’s life and his contributions to the hospitality industry. 

Describe the similarities and differences between Statler’s and Danny Meyer’s management philosophies.

You are the General Manager of a hospitality or leisure service.  Write your own memo addressing the organization’s customer service needs and philosophy.

 

 

3.  Summarize:

Are Statler and Meyer being realistic in their expectations for employees?  It is truly possible to hire only good natured people?  Discuss some strategies managers might implement to foster a quality customer service attitude among employees. Use information from the entire semester of material.

Expert Answers
thanatassa eNotes educator| Certified Educator

The information provided below will help you research answers to the questions for your assignment. 

Ellsworth Milton (E.M.) Statler (1863 – 1928) was a pioneer in the hotel industry. He focused on creating a hotel which addressed what he considered the most important element of what customers wanted, namely comfort. That meant decent beds and good food. He was concerned not with luxurious decor but with what would help travelers get a decent night's sleep and good meals affordably and conveniently. Many of his innovations are ones business travelers especially continue to appreciate such as private rather than shared bathrooms, telephones in every room, full closets, and valet service. He also innovated in the area of customer service and saw employee relations, including training and offering employees a profit-sharing plan, as a key to good service.

There have been major changes in customer service, including the use of big data. The specific details of what guests want has changed, as most travelers now carry their own phones but want free internet service (something that did not exist in Statler's day). The basic principles of customer service haven't changed much, though, and still depend on finding employees with the right skills and attitude. 

Karyth Cara eNotes educator| Certified Educator

The concepts of hospitality and customer service may or may not have changed over the years but the practices certainly have changed. Customers and customer service representatives have taken up a sometimes combative relationship where in the representative feels privileged to argue rather than listen. Carrying on conversations amongst workers takes precedence to giving undivided attention to customers.