Convenience The hospitality industry thrives on convenience. Commitment to customer satisfaction is essential ingredient for success. Offering high standards of convenience to customers is expanding in this competitive world. Value The importance of customer service in hospitality originates from the principle that the customer needs to be treated with priority, and he should see value in what he gets. If a customer strongly believes he is getting value for the money he is paying, he will keep coming back.
It can be said that it is the act of kindness in welcoming and looking after the basic needs of customers mainly in relation to food, drink and accommodation. 3.20.2 Characteristics of Hospitality Industry According to C bhattacharjee 2005 characteristics of hospitality industry are;- 1 Perishability: When the full capacity of the services is not utilized the services becomes perishable. 2
The existing trend of complete quality management in hotel industry ensures the achievement of competitive advantage of hotel companies. Service quality is a way to manage business processes in order to ensure total satisfaction to the customer on all levels internal and external customers. It is an approach that leads to an increase of competitiveness, effectiveness and flexibility of the entire organization . Turkson, (2012) cited that service quality can be defined as “comparing the perception of service received by a customers with the expectations of service desired. According to Larry (1997) quality of service is a perceived judgment resulting from an evaluation process when customer compares own expectations with the service has been received.
If a group of people want to some other work than the company what is suggesting, the people's choice will be the last choice and the company is bounded to provide same service as their customers want. e) Production and consumption : Except hospitality products, other products are purchased, created, stored and then used, but hospitality products are purchased first and then produced and then consumed at the same place and time. It means service providers cannot be separated from services. In case of a tourism marketing consumers have to travel to the location of the product, but they need the service providers too. The human component, here is the service provider, is extremely important in the provision of services.
They priority the needs and wants of their costumer’s that’s why they need to hire competent employees who will work as a team, responsible and trustworthy. A team member should possess sharp skills to really listen to what they’re asking for and satisfy their needs. The employees in your team should have mastered the art of listening, and are able to respond to guests’ questions, comments, and concerns accordingly. Each hospitality industry employee must have an authentic sense of enthusiasm in order to give guests the best experience possible when they visit. Hospitality is way to how to accommodate your guest and have a relation between customer and employee.When we say hospitality industry we are talking to the companies or in a organization that can provide food,
Sustainability is one of the most important issues currently facing our world.The hospitality sector has historically had a dramatic environmental impact through energy and water consumption, use of consumable and durable goods, and solid and hazardous waste creation. Hotels consume energy for HVAC operations, lighting, fuel and other power needs. Water is used for bathrooms, F&B, and laundry, as well as other general operations (irrigation, cleaning and maintenance). Waste is generated by the disposal of paper, batteries and bulbs, furniture, equipment, appliances and more. Within the hospitality sector, energy costs may only be a small percentage of turnover, but reducing them can directly increase
These companies have focused intently on what they know appeals to the type of customers they want to attract, and have determinedly concentrated on delivering what is expected every time. The hotel focuses on a few important aspect such location, premises, service and the product of service offer. Besides that, would also be satisfaction. The level of satisfaction that a guess needs is way too high to be reach by the hotel. Every guest that walks into the hotel has its own level of expectation that the hotel need to reach.
Every service business are trying their best to improve service quality to make their customer satisfied with their products and services, especially hospitality and tourism industry. In order to meet the customers’ basic needs and expectations, hospitality and tourism operators now focus more on service quality standard. Once the customers’ needs and requirements are clearly understood, service provider are more likely to fulfill the customers’ demand (Juwaheer & Ross, 2003). Satisfied customers likely to return or prolong the services (Choi & Chu,
This is because there a lot of people have described the hospitality industry in different ways. But, the hospitality service industry can refer to the one of a business. This sector has one of goals to generate profit with offering product and service to the customer. The concept of hospitality is the act of kindness in welcoming and looking after the basic needs of customers or strangers, mainly in relation food, drink and accommodation. A contemporary explanation of hospitality refers to the relationship process between a customer and a host.
The idea, “The customer is always right,” has become a general knowledge. In today’s world, this thinking has become obsolete. The hospitality industry has come to adopt that the customer comes first. That is why in terms of developing the hospitality product, the industry has been built to cater to the needs and wants of the customer. Tourism is considered as one of the main trade and industry activities in the world that contributes to economic, cultural and political advancement of various regions (Krippendorf, 1989).