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Thank you for your helpful video about Hospitality. Promoting hospitality for employees and the business creates a positive work environment and enhances customer experience. After study your 10 5 3 rule in the class, I applied it to my working place with my customers, you know what every ones was surprised about my attitude, that make me feel how important of learning Hospitality in correctly.

Great video, trough all my experience and seeing this video I’ve found one thing in common, hospitality is necessary in all aspect of the industry, teaching me how to be proactive in my strong areas, and this class especially has been teaching me things that i missed in the past, every single thing in the industry matters and every detail is well received towards the clients, hiring the right people is gonna help you to built a strong team and strong mentality between coworkers, they are going to lead the success on the company 🔥

These videos teach us to establish a culture of hospitality, where the values of serving and welcoming are practiced and reinforced daily beyond the confines of formal education or short-term training programs. This cultural approach to teaching hospitality emphasizes the importance of continuous, everyday practice in developing and fostering the skills and attitudes necessary for genuine hospitality. Thank you for sharing, Prof. 🥰

"From this video, I learned how leadership can affect the culture of the workplace in hospitality. During my past work experiences, good communication and engagement played a very important role. Good communications with customers and colleagues made the working place comfortable and developed a trustful atmosphere. This is what I intend to do being a future leader: I will listen and give value to every employee suggestion, enhance the improvement of skills, and establish internal events and activities that will ensure trust."

I think hospitality can be taught to a point, but a lot of it comes from experience, culture, and who you are as a person. In the video, you mentioned that hospitality is more about a mindset than just learning skills, and I agree. Growing up in a Mexican family, I learned early on how important it is to make people feel welcome. It’s part of our culture :) But it’s not just culture, I must say, it’s also my personality, I really enjoy making people feel comfortable and happy, and that’s something you can’t really teach. So you can learn the basics of hospitality, but a lot of it comes naturally from who you are and what you value.

To begin with, I am almost 5 years that studying and practicing Hospitality industry. Back in my country I studied in Hospitality degree and as you meantioned I am practicing Hospitality from my childhood where is every time when guests come to our home we were very welcomed as my mom showed to us. In Uzbekistan their saying " Guests are Appreciated as your Father" Which means We have to care them as our Fathers. My first Insights about hospitality was that one. After coming to Canada and studying here I realised that here you can see hospitality in many places. And then I Started my job in restaurant where I am practicing my knowledges about hospitality. Thanks to my manager I learned a lot about hospitality by watching to action she is doing towards customers. I think Manager is real Example for us how to be hospitable to custoers where you put their needs above yours!

Currently working in the hospitality business, I have grown to understand that empathy plays a great role in our field. I treat each customer the way I would want to be treated, since we all are guests over someone's place. Not everyone finds it easy to master the nuances of hospitality, yet I believe we need to accept the peculiar strengths of each of us and work on areas for improvement together.Culture plays an important role in this process. Many of us come from backgrounds that are naturally warm and caring, allowing immediate connection with others. The kind of culture I want to create, as a future leader, is one that will support great service and at the same time allow learning and personal development. This would be beneficial not only to our team but also, in the end, to guests.

it has been a wonderful experience to me though challenging because it was my first time ever in stepping foot into the field of hospitality. my sincere appreciation to you Mr. Victor Hugo Costa for all your effort and both lecture and all the incredible shared video contents. may God almighty continue to enrich your thought from what have learnt so far from all these lessons, and compared to my previous life, have come to realize that as a leader in any field of work that has to do with human being, establishing a continuous and relentless teaching that encourage everyone to learn and practice hospitality as their daily life, because it was said and i also believe that hospitality is not just an industry, its a life style that brings joy to both the person that offer it and the person that it was been giving to. therefore, engaging in frequent teaching about nature of hospitality encouraging and maintaining company policies, maintaining open conversation among staff members and embrace an environment that value your staff because without them there is no business to run. and empower them with some certain decision making when it comes to customer satisfaction and service recovery, hiring people with quality experience and who are willing to add to their experience. as a leader, reacting to the employees feedback and setting a good foot for them to follow. because a good leader should always lead by a good example. all these can encourage staff member to cultivate a good culture of hospitality.

I already working in hospitality and I learned a couple of things on the way. My first point is that I always try to be empathetic because as well as in my job I provide the service I am also a customer in every place I go and I like to receive good service. Not everyone finds it easy to learn about hospitality but I think we should take advantage of each person's areas of opportunity and always keep improving in the areas we are not so good at. It is true that an important factor is culture, as many of us have a culture of warmth and it is easier for us.

After watching the video, I’ve realized that hospitality is much more than just providing service, it’s about creating genuine emotional connections and joy for both the giver and the receivers . While I don’t have previous workplace experience, I can learn from personal experiences that have taught me the value of making people feel welcomed and cared for. In my opinion, as a prospective leader in the hospitality sector, I believe that fostering a culture of hospitality starts with hiring individuals who naturally embody a service mindset by nature but it's even more crucial to assist and develop these people by ongoing education and practical training. I would focus on achievable goals like creating an environment where workers have the ability to make others cheerful , encouraging open communication to make sure everyone feels appreciated, and setting an example for others to follow to maintain this atmosphere. Regular training emphasizing not only technical skills but also emotional intelligence and empathy are what I intend to adopt. We can create unforgettable guest experiences that embody the core values of hospitality and develop a solid, joyful team that is nourished by compassion and respect by cultivating an inclusive, encouraging culture.

I have previously worked in three distinct types of workplaces. The first was a workplace where the leader only valued the customers, the second was a workplace where neither the customers nor the staff were valued, and the third was a workplace where both customers and employees were equally thought of. In the first job, where the needs of the customers came first, I felt underappreciated and was too nervous and anxious to give true service. The second place of employment, where neither clients nor employees received adequate attention, suffered from problems all the time until it closed. But the third location, where employees and clients were treated with respect, had a positive, bright atmosphere, and that's where I really felt the presence of a true hospitality culture. Based on these experiences, I think that when I work as a leader in the hospitality industry, one of the things I may do to help create a hospitality culture is to value employees exactly as much as clients. I would specifically introduce routines such as encouraging staff members to greet each other with heartfelt affection, exchanging thank-you cards once a month, and so on. I think doing this will improve the staff members' self-esteem, which will help them perform better when providing exceptional customer service.

We learn Hospitality as we grow with the experiences of our environment. Living in a culture from which our peers and mentors would teach us being Hospitable at a young age help our mindset to interact with other people with care and service for others. Everything starts where we grow up, we get to be taught and witness how to serve people from our Parents or Grandparents, and as we develop and grow we then see that from our teachers at school and from our peers in our workplace. For a Professional standpoint, employees are good in nature, they are professional and goes through training to help do their job as per the policy and the culture in the workplace along with the core value of what the workplace represents. Given that the Hospitality mindset is instilled with us growing up, there is still room to improve as not everybody came from the same culture and background. In my workplace everything is taught on how to handle customers, serve customers and the proper process to engage with them, trainers gives time to instill as much information and value to the trainees as much as possible to help adopt to the culture of the workplace. With that being said yes Hospitality can be taught but it also would grow with experience as well.

Hospitality is innate through people, I believe. We were taught how to engage with peers at a young age and I believe that it is one of the basic elements that is needed to exercise excellent hospitality service-- socializing in somewhat of a personal manner. At my workplace, one of my tasks is to train people on how to properly deal with customers; how to greet them, offer them services, and take their orders, or just simply ask what you can do to help them. My trainees have been nothing but professional and they follow through when it is their time to shine on their own, therefore, hospitality can be taught. Despite it being innate to us, there are and always will be rooms for improvement on how you can provide excellent hospitality service to your customers and guests.

I don’t believe the question of “Is the guest always right?” really matters. It is exactly as you said, our job is to ensure that our guests feel welcome, heard and taken care of. At the end of the day, we don’t know what is happening on their own personal lives, they could be going through many hardships, maybe they had a horrible day at work and came to our venue to try and forget about those awful feelings. It is easy for them to vent and release their anger into us when they are feeling heated or stressed, but that doesn’t mean that us, as customer service professionals, should just let them release that anger towards us or throw that anger back at them. We must make them feel like we are here to listen to their problems, to welcome and make them feel more relaxed, calmer and special. The key to provide a hospitable service, is to understand your guest’s concerns and make sure that you are doing your best to help them. A great interaction with your server, followed by an astonishing meal can make you temporarily forget the dreariest experiences that you had earlier in the day, transitioning from a completely horrible day to a not-so-bad/awesome day.

Graça e Paz meu querido irmão!!! 🙌🏽🙏🏽🕊ótimos vídeos meu irmão 👏🏼👏🏼👏🏼

1.Relevance and Insight 1. Shows you wat the video is about: The idea of the customer is always right is commonly embraced yet, it's important to acknowledge that some customer demands or complaints can be unreasonable or baseless. While it’s vital to prioritize customer satisfaction, businesses also need to uphold their policies and support their employees to ensure fairness. This balanced strategy preserves the company’s integrity while still addressing customer concerns. 2. Offers thoughtful reflections and your take on the question: Personal experience is good to have a balance in all senses and learn from mistakes and try new ways to improve your service. 2.Practical Application 1. Clearly explains how this view change your guest experience approach: For me proactive service makes you being one step ahead Instead of waiting for guests to request assistance, anticipate their needs. Train staff to recognize cues and provide help before it’s asked for. 2. Suggest practical changes or ideas for your service approach: Implement a simple feedback system after interactions to gather insights on user satisfaction and areas for improvement.

I don't think the customer is always right because we can do something wrong, it can happen to our guests as well. However, in the hospitality industry, I believe that it is important to try to understand the customer and provide good service if any issues happened with a customer. This viewpoint will change my approach by helping me sincerely face the customer and find solutions, no matter if they are right or wrong.

As we commented in class, I dont think the customer is always right, but a good customer service should know how to address any situation even if the customer isnt right. To be able to provide solutions is key to deliver a good or bad experience... meaning isnt really importat how wrong or right but to overpass the any unconform in a smooth way! :)

The “guest is always right” phrase is not a simple one in the hospitality industry. Of course, it is always pleasant to keep the guest happy and satisfied however, there are moments in life that question the necessity of such practice with the light of reasonability and responsibility for everyone’s life safety. Personal Take: Sometimes guests are cranky or make some requests that are never attainable or have imposed discomforts that affect other guests. In such cases, the health care provider should not get angry but should be polite and make sure the patient comprehends why he or she cannot be accommodated or the other available options. It is about seeking the middle ground that will satisfy the guest’s concern and at the same time maintain proper business operation. Approach to Guest Experience: This video has served as a reminder that managers should be empathetic in engaging their guests. Firstly, maintaining good relations with guests and continuously focusing on their needs, including their concerns, and giving them respect despite a response that may be tiring for them is an impressive way. I will attempt to focus on working on every guest's relations with the intent of creating a meaningful relationship and considering ways to assist and help each other. Practical Changes: This will be done by [declaring that a specific action will be taken for instance asking more questions during the interaction to capture the needs of the guests, training the staff on how to handle conflicts, and letting some decision-making powers to the staff for enhancing customers’ experience]. Furthermore, I shall make adequate communication of policies and expectations to avoid misconceptions and make every employee understand their limits. From this video, I realize that I should be friendly and polite to the guests, neat and professional, and focused on making the guests comfortable while at the same time being realistic about the position and the possibilities.

There once was a proverb in my native Japan that said, "The client is God" that represents the concept of giving consumers the best care and treating them with the highest respect. But in recent years, come under fire recently for inciting exorbitant requests and burdening service providers excessively because it frequently creates an unpleasant work atmosphere. Having said that, as the video makes clear, I identify culturally with the notion that "whether the guest is wrong or not, the guest is always a guest," and I think this should be respected when offering services. No matter how crucial providing excellent customer service is, doing so at the price of employees' mental health seems to upset the delicate balance in society. In the end, service providers are people too, and they have families, so anything that puts stress on them will eventually bounce back. Therefore, in addition to making an effort to satisfy client requests, I think it's critical to establish reasonable boundaries when needed to safeguard employees and uphold the standard of service. Increasing communication while handling complaints would be a useful change motivated by the video. The emphasis can be shifted from "right or wrong" to mutual understanding by actively listening to customers and offering solutions, which, in my opinion, would eventually improve both customer happiness and the working environment.

In my opinion, the idea that "the guest is always right" is more of a guideline than a strict rule. Here’s why: 1. Guest Satisfaction: Keeping guests happy is crucial for repeat business. Small gestures, like accommodating special requests, can enhance their experience. 2. Realistic Expectations: Guests sometimes have unreasonable demands. It's important to address their concerns while setting realistic boundaries. 3. Employee Well-being: Staff should also be respected. Over-prioritizing guests can lead to burnout, so a balance is necessary. 4. Growth Opportunities: Complaints can highlight areas for improvement. Listening to feedback helps enhance services.

I think customers aren’t going to be right in every situation. But they are entitled to having support and service teams do everything in their power to satisfy their needs. Customers want to feel like you’re actively listening to their pain points and concerns. That’s why even the angriest of customers deserve to feel seen and heard by a business. Every customer has a right to voice their thoughts, ideas, and opinions about whatever is frustrating them. And in most cases, the customer has one idea based on their individual experience that is very real to them. It’s important to acknowledge that. Customer service can be a challenge, I think you have to develop skills to be able to make the customer feel understood, listened to and validated even when they are not right

"The Customer is always the customer" - In the Hospitality industry one of the most important criteria in working here is how we handle customers, how we can give them the most satisfaction and a run for their hard earned cash. The term "customer is always right" depends on the situation, request and what is based on the policy. As per the video the people in Hospitality and customer service encounter different types of people with different kinds of personalities, and how we handle them is based on what we see. But as a frontline Customer Service/Hospitality worker, it is our job to give the customers the best experiece of service we can provide, combined with product knowledge and the three Vs of Language, is the formula to handle different customers and situations. The Customer is always right if the situation, the reasoning and request (is right). But this is a double standard, we can help customers as much as we can but we also need to follow the policy and not cause the company what it can lose. At the end of the day we can say that "The Policy on how we can handle/help the customer is always right"

I believe that the widely known phrase "the guest is always right" made some customers and guests entitled in a way that even when they are in the wrong or it is their mistake that caused them to be unsatisfied with your service, they will complain regardless. however, i do know that the guests are one the most important stakeholders of a restaurant, therefore it is always best to serve them to their satisfaction no matter whose fault it is. the guest may be wrong, or it may be the restaurant, but at the end of the day, you have to make sure that you meet the standards and provide an exemplary guest recovery service.

After having watched "Is the Guest Always Right, " I realized that saying was coined because the whole basis is on customer service alone, but that does not hold entirely true. Guests are not always right, but their perceptions and feelings need to be respected. For instance, I once had a situation where a drunk customer got frustrated for being ignored in a line to get his order. I approached them calmly, rather than dismissing their concerns, active listening on my part, and I offered them some complementary chips to snack on during the wait. This lessened the tension a lot and made them important.

The belief that "the customer is always right" is widely accepted, but it's essential to recognize that there are instances where customer demands or complaints may be unreasonable or unfounded. While prioritizing customer satisfaction is crucial, businesses must also stand by their policies and employees to maintain fairness for all parties involved. This balanced approach ensures the company's integrity is upheld while valuing and addressing customer needs.

First of all, not all of us are always right in what we want or do, sometimes we may try to convince ourselves that everything we do is right but the truth is we are not right. Normally the guests are correct in everything they say because what we try is for them to have a good experience in which they can rest assured and if they need something we will always be there to help them. Sometimes there may be some confusion and they may be wrong but we have to fix it so that customers feel happy, valued and respected. When clients realize that they are not correct, they will begin to say why, and everything, what we must do is remain calm and give them the best solutions we have so that this experience is not going to be in bad thing for them. I don't think there should be any changes, the only thing we should be is to be faithful to our guests, give them the best attention they need, respect them, value them and help them with anything they ask of us.

I once heard from an experience from a guest that I was talking to where they pointed out a 'flaw' that they had seen in another establishment where the staff wouldn't be actually listening or really paying attention to what they were saying. They would be laughing with him but it was clear that the staff was pretending to laugh and in truth they were dead-serious and not caring at all. This happened during COVID times so everybody at the time were wearing masks, so it wasn't actually possible to see his mouth and facial expressions due to the masks. When I asked him about how he knew, he told me that their eyes gave it up. After he said that I started noticing peoples reactions and even my own reaction more times and it is so true! When we are genuinely concerned and engaged with somebody, you can clearly see it in the peoples eyes that they are paying attention and when they genuinely smile, you can see it that they will 'smile' with their eyes as well. It was such a big game changer to see who's actually wants to talk and hear you at that time.

I agree with this. In my experience dealing with customers directly or over the phone, it doesn't always matter if the guest is right or wrong. What's most important is making them feel that we are here for them, understanding their concerns, and doing everything we can to help them. but your background music is louder than your voice sir

Yes, I once thought that verbal communication was the best, but after watching this video, I now understand that visual and body language are harder to lie about. They reveal the truth since they are involuntary and convey messages directly from our brain.

This clip is really funny, but it reflects a real-world issue that we should address. Thank you for your insight.

For me vocal and verbal is the most important, i remember once I was applying for a job and i felt insecure about to get the job, when i show up to the interview i was nervous and shy, in that moment they told me there were not looking for new people in the place, one year after i show up again more confident and showing my verbal skills and they gave me the job in my country, i felt so happy and very excited to start 🎉

I think visual had the biggest impact in the communication. The first thing I pay attention to in customer service is the visual in my experience because guests make eye contact with the wait staff and look at their facial expressions before engaging in conversation and interaction. The impact of a first impression is very significant in effective communication. When I worked at restaurant in my country, I tried to be careful about visual.

I work in a restaurant so customer service is of crucial importance, I always try to have an assertive communication, using the three vs. where the customer feels listened to, where they feel I understand their feelings and always making eye contact. Sometimes clients are very upset about mistakes that I didn't make but they don't want to hear that, so I try to let them know that they are important and give them the best solution.

I often thought that been more vocal form the most important element of communication not until i was made to understand that the visual aspect form the most. Larger part in the communication components however it is important to know that the whole three components fforms an important aspect in our communication skills consider consider them accordingly

When I first arrived in this country, I struggled to communicate effectively in English. Therefore, at that time, when I entered a store, I immediately felt welcomed and valued by the warm smiles, eye contact, and thoughtful body language of the wait staff. Tone of voice and manner of speaking are important, but before verbal communication, the first thing people notice is how you present yourself visually. I believe that even if there is a language barrier, these nonverbal cues are crucial to making a strong first impression in customer service.

At first I thought voice is the most important because I believed that it was all about the way you say things and in this matter, your tone of voice help you convey a message. I thought sounding excited, disappointed, happy, etc were enough but I was wrong and realized that you've got a point. Visual is the first thing you see-- therefore people will easily see your body language; your gestures, posture, your uniform, and the like will be the first one to be noticed. I recently went to a Booster Juice in Whitby and the person serving the customers had her airpods on talking to someone over the phone, has a bad posture while making the drinks which kind of frustrated me not only because it slows down the service overall, but also because I also work in the customer service industry and I know for a fact that this behaviour is unacceptable.

The strongest impact in the recent dining experience was due to Visual communication. All his attentive body language, friendly smile, and professional outlook set a positive tone and made us feel welcome at the outset. Clear and efficient was the Verbal communication, and warm was the Vocal tone, but here, in visual cues, the hospitality was real and thus memorable. All three V's combined to make a good customer service interaction.

Love the way you explained the 3 Vs of communication! The verbal aspect, which focuses on the words we choose, is important for clear messaging, but it's the vocal-tone, pitch, and emphasis-that adds emotion and sincerity to what we say. Finally, the visual cues, like body language and facial expressions, really complete the message and show the customer that we're engaged and attentive. It's so true that these elements need to work together to create a positive experience, especially in customer service where how you say something can matter more than the words themselves!

I had an experience where I was the costumer, in this situation the verbal and visual aspect had the biggest impact, in this situation I was in a restaurant with my family and the waitress only answered with yes, or no, she did not give us more details about the menu and the options they had to offer us, the tone of voice, the way she spoke was a bit rude, and she looked angry,. We could tell that she was not happy doing her job, her facial expressions were obvious so we requested a change of waiter, this made us have a bad experience in that restaurant at least with the waitress.

What I learned is that in the Hospitality industry, Visual elements such as body language, eye contact and facial expressions give a heavier impact compared to the Verbal and Vocal elements of communication. However to give the complete customer service experience we need to posses the 3Vs since we can't be efficient without one element.

In the situation I experienced, the visual aspect had the most significant impact. Visual cues, such as body language, facial expressions, and the overall setting, provided much information beyond what was communicated verbally or vocally ☺

I think all these elements that are mentioned in the video are very important when having a conversation with someone, it is important to show interest to the other person, to show empathy, to ask questions to clarify, to keep the attention on the other person, to show interest in what the other person is saying, all this is essential to have active listening, A lot of times when you don't it can be a little rude. Thank you for sharing this video with this example it explains very well the important aspects of active listening

The difference between just listening and active listening lies in the level of engagement and understanding. Just listening is a passive process where the listener hears the words being spoken but may not fully process or engage with the information. It involves surface-level attention, where the listener may acknowledge the speaker with nods or brief responses but without demonstrating genuine understanding or interest. In contrast, active listening is an engaged and focused effort, where the listener not only pays attention to the words but also to the tone, body language, and emotions behind the message.

I agree! Listening itself is not enough especially when your attention is divided and you are just forcing yourself to engage. Forcing yourself to engage doesn’t mean you completely understand what is being said as you are not really interested on what is going on in the conversation.

My favourite one was the number 4 is the one i use the most and very important in all sense, thanks for sharing this information Mr. Costa 🙌

It's a fantastic video, and it's very informative, Prof.

100% agree! Hospitality is ensuring the guests have the best experience.

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Music isn't necessary and too loud