Customer service excellence is one of the most important aspects of the hospitality industry. It goes beyond simply providing a service; it is about understanding guest expectations, creating positive experiences, communicating effectively, and ensuring that every interaction leaves a lasting impression. Recognising the importance of these skills, BIHM Semester 1 students at IIMS College had the opportunity to explore Customer Service Excellence in the Hospitality Industry through an insightful session with an experienced industry professional.
The session was led by Mr. Sarik Bogati, Country Manager at Qatar Airways, who shared his valuable industry experience and perspectives with the students. His insights provided students with an opportunity to understand customer service from a real-world hospitality and service industry perspective, while connecting their classroom learning with the expectations and practices of the professional environment.
During the session, students explored the importance of delivering consistent and personalised service while responding to different customer needs and expectations. The discussion highlighted how effective communication, active listening, professionalism, empathy, patience, and attention to detail play an important role in building positive customer experiences.
The session also helped students understand that excellence in customer service is not limited to a single interaction. Every point of contact between a guest and a hospitality professional can influence how the guest perceives an organisation. From the first interaction to handling requests, addressing concerns, and creating a welcoming environment, service professionals play a significant role in shaping the overall customer experience.
Drawing from his professional experience at Qatar Airways, Mr. Bogati also offered students practical perspectives on the standards and mindset expected within the international service industry. Such industry-led interactions allow students to gain a broader understanding of professional expectations and encourage them to approach their future careers with greater awareness and confidence.
For BIHM Semester 1 students, the session provided valuable learning beyond the traditional classroom setting. It encouraged them to think about hospitality not only as an industry built around hotels, restaurants, and travel but as a people-focused profession where service quality, communication, and genuine care are central to creating memorable experiences.
The session added an important practical dimension to the students’ learning journey, giving them lessons and perspectives that can continue to guide their development as they prepare for future opportunities in the hospitality and service industries.