Hospitality as a performance Essay Example | Topics and Well Written Essays - 3000 words

Hospitality as a performance - Essay Example For, in the hospitality industry, there are no takes or retakes; once performed, there in no turning back. This makes the job of these personnel extremely difficult and mentally tough. We see that one often needs to present themselves in different ways in varying situations. The front office men and women are well-dressed and offer a glowing countenance every time a customer walks up to them, whether they like or not. A bartender may not be having the best of days, yet he/she will have to offer the kindest smile in the world, every time a stranger asks for a drink. A waiter or waitress may be having the worst day in their life, still they offer a towel or remark politely, " Its OK Sir, I'll have it cleaned up immediately," when a customer throws up or spills a drink over the table. Welcome then to the hospitality industry, where all sorts of roles are played out day-in, day-out to keep their customers happy. Most often, these roles come with a script, a fixed message. Considering the magnitude of personal involvement, the pressure to perform remains utmost important in organisations such as the hospitality and other service industries. Organisational Behaviour in Hotels and Restaurants are monitored to such an extent that unless the personnel perform to industry standards, they are most likely to lose business and name. Personal relations remain high on their agenda. A study of the industry suggests that performance is based on strong HR policies. One could study the following to understand the impact of personal supervision to understand the following: Why is it a work in some organisations pleasurable, and torturous in others Why is it difficult to motivate employees to work hard How can one person persuade a group to work as a team Which is the best way of designing an organisational structure Can one persuade his/her boss to listen to their ideas (Guerrier, 2004). Motivation remains the biggest factor in making people perform. One can never get away from the fact that, man has and will continue to be fascinated by rewards and appreciation. Many hotels have come forward to openly recognize the best performer in the various departments of their hotel to encourage others to perform. Hotel personnel are stage performers, and to get the best out of them, there is nothing like showing the bait. 'Role playing' is what is enacted by these personnel right through their career in the hotel. The same may not be the case in real life, as their life at home or with friends. Similarly, Gorden Rumsay runs a program called, 'hell kitchen.' For outsiders, the feeling may be one of terror or bullish. He wants to be a perfectionist, and goes about shouting and screaming at his staff, with the occasional use of four-letter words to get his staff to perform. This may be his way to get the best from his staff. However, his staff and others around him may think of h im to be arrogant and