March 3, 2015

8 Things No One Tells You About Working In Hospitality


“The word ‘hospitality’ in the New Testament comes from two Greek words. The first word means ‘love’ and the second word means ‘strangers.’ It’s a word that means love of strangers.” -Nancy Leigh DeMoss

Despite what the word means, if you’re in the hospitality industry, there sure are days when it’s hard to love the strangers that come through your doors.

Whether you’re interested in understanding the characteristics of hospitality industry or you’re still new to the whole thing, here are 10 things that you should know, but no one tells you about working in hospitality.

There’s No Time To Stop

People in the hospitality industry scarcely have a moment to think or relax. There could be dozens of voicemail messages to deal with, dozens of people waiting to be served at the front counter, or piles of paperwork to take care of. It’s always go, go, go!

Scheduling Conflicts Arise Frequently

From people not showing up for their shifts to wanting to reschedule them at the last minute, the chaos of the hospitality industry tends to lead to lots of scheduling problems. Scheduling problems which could easily be solved with crew scheduling software!

Some Customers Are Very Demanding

This is one of the main characteristics of hospitality industry. Let’s be honest; some people are just looking for a handout. They want to stay the night for free, and will complain about every last thing, even if it’s perfectly fine. Be ready for dealing with these types of people who always want to get something extra.

Some Circumstances Are Beyond Your Control

Whether your guests’ flights get canceled, they lose their luggage, or the weather is miserable, there are many circumstances that you can’t control. However, there’s a good chance that guests will complain about them to you anyway. Take a deep breath and just try to be polite and understanding in such instances.

Some People Like To Argue

You know what we’re talking about. You get a phone call. The person on the other end wants to book a room. Unfortunately, you’re all booked up for that time period. Then begins the 10-minute argument. Sheesh!

Some Customers Have No Manners

It’s as if some people completely forget where they are. They act like they’re at home. They walk around without proper attire, or they let their kids run around. The list goes on.

Some Guests Don’t Tip

People in the hospitality industry tend to do a lot of extra work for their customers, and sometimes aren’t even rewarded for it. Some workers depend on those extra tips to make ends meet, but unfortunately, some guests can be stingy.

It’s A Lot Of Work

At the end of the day, working in hospitality can be quite demanding in terms of emotional, mental and physical energy spent on your job.

Final Thoughts on Characteristics of Hospitality Industry

Hospitality may not be easy work, but it can still be quite rewarding. You just have to roll with the challenges that present themselves and maintain a positive outlook.