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Maslow’s hierarchy of human needs and the hospitality industry

Maslow's HierarchyIn the field of psychology there is a well known theory formulated by A.H Maslow called Maslow’s hierarchy which deals with human needs. Since as all hospitality operators, we deal with human beings, it is important we understand their psychological needs so they can better appreciate their experience at your place of business and we can assure ourselves of a satisfied customer that may return and also speak well to others about their enjoyable dining/drinking experience.

Maslow cites five basic psychological needs an average person should posses

A need for: physiological, safety, love & belonging, esteem and self actualization.

The first for needs are referred to as dependent needs because they are obtained from other people. Self-actualization comes from oneself. Hospitality operators should know and understand how these needs affect their guests and their experience in your hospitality environment.

A hospitality operator should realize that 2 of the needs, the physiological and the need for love most often have been met before the guest enters your place of business.

The physiological need means that if we do not have enough money to provide food for ourselves or our family, we will spend the greatest portion of our time trying to earn enough money or obtain food to satisfy this need.

The need for safety can play an important part in the success or failure of a hospitality business. Guests typically have satisfied the need for safety because they live in a community that makes them feel comfortable and fearless. However, some hospitality environments are located in areas which maybe considered a bit more dangerous thus this need may not be satisfied.

The need for love and belonging refers to being accepted by other people and groups. Most guests have made friends and formed associations with their peers. At times this need benefits the hospitality environment because our guests belong to groups that patronize restaurants, bars and hotels.

The key need all hospitality operators must satisfy is the fourth need: the esteem need. This need centers on self respect and can be also called the “ego” need. It means that you as a hospitality operator make the guest feel important by way of the respect you bring to them. An easy way to fill this need is by addressing the guest by their first name or even inquiring about their friends or family members.

The fifth need is the need for self actualization which comes from within the person. This is achieved when the person develops their maximum potential. As hospitality operators, we indirectly contribute to the development of this need because we have helped satisfy the need for self esteem

All hospitality must understand Maslow’s hierarchy to better understand their customers and add to the success of their business.

Topics: Maslow's Hierrarchy, Hospitality, Hospitality show

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The hospitality industry is a vast one with many segments; country clubs, nightclubs, restaurants, bar...and of course hotels. We normally associate hotels with rooms and room service. But the hotel industry offers much more. Banquets play a major force in a hotel success, be it conventions, wedding, private parties...and in these functions, there is a common thread: the sale of liquor, beer, wine and food.

With the exception of pre paid parties, there still is what we call "cash" bars. Basically what happens here is a customer asks for consumption and pays the bartender, normally cash.

  • Question is how many beers were sold?
  • How many ounces of liquor were poured?
  • Did we sell wine by the glass or by the bottle?

Luckily, technology of today has introduced hotel inventory software that will allow not only for proper receiving, fulfillment of requisitions, but also the ability to count what the bars begin and end with.

The hotel inventory software of today is designed to manage an unlimited number of fix, portable and banquet bars and not only update your perpetual liquor, beer and wine inventory, but also give you the important data you will need to properly invoice your customer, analyze the profitability of a function and increase the accountability of the bar staff by eliminating the opportunity for shrinkage and waste.

A complete hotel inventory software package should be designed to help hoteliers be in line with the liquor, beer and wine pour cost targets set forth at budget and address any areas that prevent us from reaching these cost control goals.

Topics: Hotel Inventory, Software, Control, Hospitality