Customers in hospitality

The hospitality industry has many types of customer, all with different needs. Therefore, it is important that you know how to cater for them.

Catering for different customers in a hotel lobby.

Babies and young children

  • Bottle warmer/ microwave to heat baby food.
  • Baby listening service to allow the parents to relax and unwind.
  • Provide a children’s menu with healthy choices and child sized portions.
  • Offer suitable eating area with low level tables and chairs to make the experience more pleasurable.
  • Supply safe and clean baby seats so that babies are held securely in place allowing parents to relax.
  • Bring children's orders quickly so they do not have to wait too long and get restless.
  • Include colouring books and pencils to keep children occupied whilst they wait for their food or after they have finished.
  • Provide a children’s entertainer for Sunday lunches to keep children amused.
  • Have a set family meal time so that other diners are not disturbed and families can relax with other families.
  • Train staff to engage with the children to provide a friendly and welcoming atmosphere.

Teenagers

  • Provide a games/recreation room with table tennis, table football etc. for teenagers to join with others their own age or get away from adults and unwind.
  • Provide PC and Wi-Fi areas for teenagers to access internet and keep in contact with their friends.
  • Provide a teenage club where staff organise activities to keep them occupied.
  • Provide a recreational room/area.
  • Provide evening entertainment, like a film to keep young people occupied
  • Designated times allocated for teenagers to use the leisure facilities, like a swimming pool, to make their stay more enjoyable.
  • Provide books/games suitable for teenagers to borrow.

Older people

  • A suitable diet as elderly people may have difficulty chewing or digestive problems so this needs to be considered when planning their meals.
  • Leisure facilities like a bowling green to allow the guests to take part in therapeutic exercise.
  • Spacious bedrooms/bathrooms with specialised equipment installed such as grab rails in bathroom to avoid accidents.
  • Rooms on the ground floor to reduce the amount of stairs needed to access room.
  • Porter to carry their luggage to the bedroom to avoid guests lifting heavy objects.
  • Providing large print of hotel literature for easy reading.
  • Arrange taxis to help the guests get to their destination with ease.
  • On site carers to support and assist with daily activities.