Business expert reveals how companies can use hospitality skills to gain a competitive edge

• Published date: 21 April 2024
• Author: ZamaNdosi Cele
• Publication title: Sunday Tribune

She said consumer expectations in terms of service levels are at an all-time non-negotiable high so the principle of hospitality in business has become a competitive edge that can’t be ignored

“While hospitality is a crucial aspect of the service sector, it now extends beyond travel and tourism to encompass a wide range of industries and businesses and can be observed in various contexts including health care, banking and finance and beyond,” Zeelie said.

She said hospitality in the business environment refers to the practice of providing a warm and welcoming, friendly, highly professional and accommodating atmosphere, with a focus on providing high levels of service to customers, clients, employees, and other stakeholders.

“Hospitality in business encompasses creating a positive experience for individuals who interact with the business, whether as customers purchasing goods and services, employees working within the organisation, or partners and suppliers involved in business relationships,” Zeelie said.

The business expert also highlighted that business success in 2024 is often attributed not only to the quality of products or services but also to the intangible elements and levels of service that enhance customer experience.

“One such crucial factor is hospitality, which is increasingly being recognised as a vital component across various sectors, and essential for customer satisfaction and overall business success,” she said.

The deputy head of faculty said businesses today must be prepared to go the extra mile to understand and meet the unique needs and preferences of individuals.

“In our brutally competitive marketplace where customers have...