Hospitality Hub: Jamaica's Need To Prioritize The Experience

Hospitality Hub: Jamaica's Need To Prioritize The Experience

• Published: 30 Aug 2024
• Author: Hospitality Hub

The hospitality and tourism industry is a global giant! It stands as one of the most impactful revenue generators to the economies of almost every nation in the world.. Eating out, going to concerts, staying at the most luxurious and exclusive resorts, enjoying nature and restoring one's equilibrium, are all examples of the experiences highly sought after. 

The hospitality industry sells the concept of  dreams turning into reality. To do this, it has to maintain a balance of creating an atmosphere of effortless joy that culminates in an outstanding life experience for guests, all while operating as a well oiled machine to uphold the standards of the service provided! Guests are not to EVER be exposed to the mechanics of what it truly takes to coordinate their experiences,

Is your business prioritising the environment's atmosphere and customer service engagement as integral components of the service you provide? Guests are not just coming for a great meal in under 20 minutes or a plush bed with unstained sheets, but they are seeking to experience something memorable, effortlessly. 

The core of the expected Jamaican hospitality experience is in the feeling that this small island is able to generate through our effervescent VIBE that reverberates in every corner of the world! The colourful and expressive language, the local musical sounds of reggae and dancehall, pride and exuberance in uplifting our high achievers on the various world stages we dominate, passion and spice in every meal, as opposed to tangible services.

Where Jamaican hospitality businesses have made strides in formalising systems and processes to streamline how services are provided, the experience of customers is left lacking. The “Hospitality” component of the guest experience in Jamaica is plagued by challenges such as;

1. Brain Drain: Qualified and experienced professionals seeking opportunities overseas.

2. Workforce Training & Development: Employees unsatisfactorily trained in soft skills and expected service standards.

3. Slow Change: Stunted growth in adjusting to world market advancements and expectations, namely; technological incorporations and sustainable business practices.

How do we combat this? In any daunting task, there MUST be a starting point. Areas businesses in Jamaica could explore to improve the “Hospitality” experience;

1. Acquisition & Training of Talent

1. Engage Recent Graduates & Young Professionals
2. Offer Attractive Compensation Packages
3. Invest in Staff Training
4. Inculcate Culture of  Non-Discrimination (by gender, race, disability & other ways)

2. Increase Employee Retention Rate

1. Create Job Security
2. Develop Mindful Management Practices
3. Consider Staff Morale
4. Encourage Individuality

3. Include Sustainability & Technology in Business Development

1. Improve Service Experience by Incorporating 
   i. Mobile Apps
   ii. Internet of Things
   iii. Virtual Lines
   iv. Contactless Payment
2. Demonstrate & Share Sustainable Practices
   i. Visitor Fulfilment (Cultural Awareness, Accessibility & Safe Space)
   ii. Cultural Richness
   iii. Resource Efficiency
   iv. Environmental Purity

Business owners, directors, managers, and employees should all be building relationships with guests and encouraging feedback, just as much as a repeat visit. Take the time to ask how your company can exceed their expectations on their next visit and see where your business can start.

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Hospitality Hub