Gomez tells ASHA to focus on customer; holds talk on consumer-focused selling
Carlo Gomez, the managing director for Hotels of the Cravings Group of Companies and one of the most-renowned instructors at the Center for Culinary Arts, held the first of two seminars at the Asian School of Hospitality Arts – Antipolo (ASHA – Antipolo) last February 5, 2015.
During the seminar, Gomez pointed out to students the need to make hotel and restaurant operations customer-focused because the only way customer loyalty can be gained would be through customer-focused selling.
Gomez insisted that business opportunities is about determining the needs of the customers because “that is the only way you can do business considering that the roles between customer and provider is clearly the customer making the decision and us providing what they need.”
Because there has been an influx of similar products and services, it is important that a company finds a way to get ahead. “If you are familiar with the Art of War by Sun Tzu, then you can apply that in getting ahead of the competition since the only way to win is to be unique,” Gomez said.
“As the provider, we need to ask questions, listen to what the customer is saying then confirm if we understood it,” he remarked. “Offer information because we need to know if that is really what they want or if we can offer them something better so that they will feel that we are really after providing them the best customer service experience and not just get their money.”
Gomez also acknowledged the challenges hotel and restaurants encounter because of the existing infrastructure the country has, though he remains optimistic with the opportunities that are available to hospitality practitioners. “The Asian integration must be taken advantage of because tourism will be a major boost to business, but we need to make sure that customers do not have any hard time going to and from, and it is important that we realize that customer service starts at our very doorsteps, the airport,” he pointed out referring to certain issues affecting Philippine airports.
The Ninoy Aquino International Airport (NAIA) has been reported as among the worst airport in the world and the supposed lack of quality hotels and other infrastructures in the outskirts have purportedly been the main reason why the Philippines has been lagging behind its neighbors in terms of annual tourist visits.
Despite this, Gomez remains positive that the hotel and restaurant industry has lots of potentials despite recent draw backs. He told the ASHA students that there are personal obstacles because a person makes wrong decisions.
“In your life, you should always make a map so you can achieve what you want,” he said. “Join a company that will lead you towards your goal.”
“My goal in life is to always strive for excellence that is why the company I go to should contribute to that,” he added.
Gomez will hold his second talk with the ASHA students also at the Antipolo campus this February 12 with customer-focused selling as his main topic.