I worked as a tour guide in a spa and resort business. As a tour guide, my duties included showing people around the spa and taking them around to some local attractions when they were done with their spa experience. I worked for a year approximately. Empathy, customer service and active listening were the key tenets of my profession. I was expected to be able to relate to the consumer and provide services effectively as part of my work.
While the tour guide activity was my main work, I had to take up many other extensions with respect to my work. In the spa and resort business, I worked in an attached restaurant for helping the tourist and I was attending to have an all-round experience. I gained a practical perspective on time management and the nuances of service delivery. The ways to relate and meet consumer needs were comprehended. The ways to improve service quality is one of the important lessons here. As part of the tour guide, I have to work as a point duty interpreter. Here it was important to form cordial and amiable relationships with the people. This enables in understanding of the importance of looking at issues from different perspectives. There should be innate comprehension of the requirements of the people and a sense of urgency to give them the proper quality service.
Maslow’s hierarchy of needs works to present that how individual feels satisfied when deficient needs are met. At every level of satisfaction, it is identified that there is one more level for the individual to reach (Wong and Musa, 2014). Firstly, the hierarchy starts with physiological needs in the Maslow’s hierarchy. Physiological needs are elements like need for food, shelter etc. These needs have to be met for there to be individual satisfaction. In the second level, there are safety needs, the third level has love and social needs, the fourth level are the ego needs, and finally in the fifth level, there are self-actualization needs (Maslow, 2013; Taormina and Gao, 2013).
According to this theory, there are two forms of factors, the Hygiene factors or the factors based on job context and then there is the motivation factors which are factors based on job content (Dugguh and Dennis, 2014). The Hygiene factors are basically factors based on maintenance and their presence will not typically motivate workers, but their absence will demotivate them (Fila et al., 2014). On the other hand, motivational factors are explicitly required for building worker confidence, their absence means there won’t be any change in worker productivity.