Customer Service in Hospitality

As the hospitality industry suffers at the hands of global economic uncertainty, it's more important than ever for companies to pursue sustainable customer loyalty. As brands become increasingly commoditized, competition fiercer and the economy shrinks, keeping and expanding customer relationships depends on the ability to create loyalty by delivering a customer experience tailored to changing customer needs and values that are consistent with the brand promise.

The hotel and food & beverage industry in the United Arab Emirates experienced dynamic growth between the years 2000 and 2007 as large international chains established luxurious hotels and restaurants that attracted more and more tourists and customers locally and from around the world. Innovative hotel designs and spectacular views were created, attracting diverse architects and talents. The global economic downturn has severly disrupted the hospitality industry in the UAE. Customer service is increasingly being seen as the driver of future sustainability and development. The hospitality industry must continue to evolve with the economy and its customers, both of which will serve as building blocks for accelerating growth and sustaining long-term success.

An example of some of Ethos Consultancy's hospitality articles that have been published in CatererME are listed below. For the most recent article pick up your copy of CatererME every month.

What we think at Ethos...

"Seasoned diners have almost given hope up in Dubai and are beginning to settle for mediocrity in service to avoid ruining another supposedly-pleasant evening by unmet expectations" Halima Anderson, Director of Operations, Ethos Consultancy