Importance of customer care in hospitality industry?

Answer 1

One of the biggest concerns about customer care is return customers. If you can make any (even the most mundane) experience into a memorable one the customer is likely to return again. This not only supports the business but also spreads through word-of-mouth creating a better standing through potential customers. The number one goal of any business in the hospitality industry should (but may not always) be customer satisfaction.

Answer 2

This is a fairly generic question, so not sure what angle you're looking at, but here goes: The customer is important because without the customer most businesses would not exist. Potential customers often have many choices for places and services in/on which to spend their hard-earned money, and they will reward a good experience by both returning as well as, hopefully, telling their friends and associates about it, thus bringing the business more customers. Unless a company values its customers and treats them accordingly, those customers will leave and go elsewhere. The exceptions here are companies which have a monopoly or other compelling reason for people to use them, such as a key location or pricing no one else can match. In this case, unfortunately (as evidenced by countless examples) such companies can treat their customers with disregard and still be rewarded with repeat business.