Hospitality At The Hospitality Industry Essay

Hospitality At The Hospitality Industry Essay

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Hospitality is a people business which use a unique approach to customers. Customers have to come to the property to order to consume the product. The product in hospitality industry is perishable, inseparable, intangible and variable. Depends on the organisation, the product can be delivered to the customers differently. The product that is consumed in hospitality industry not simply just accommodation and food, but also includes the service that is provided by the hospitality staff ‘You cannot invent them. Hospitality comes from inside a human being.’ (Sturman, et.al., 2011, pp. 14) and the unique environment of the organisation itself. The consumption of this “product” will make up the hospitality experience of the customers. The experience that a customer receives from a hospitality organisation will be built around four components. It includes: management operations, aesthetics of built environment, customer character, and other environmental factors.
First and foremost, hospitality organisation can create experience for their customers by using management operations. Which is narrowed down by two segments: continuity of experience components and customer and staff relations. Firstly, to manage this section, an organisation must have the ability to adapt in a range of contexts. Which mean to enhance the value of the business, you need to catch up with the global trends, need to know what your market segments are and study their behaviour, what is their expectation, how can you budget and make change to your organisation to be able to attract these customers. Nowadays, with the thriving of technology and internet, mostly everyone would have themselves a technical device with them. Therefore, the demand is that they want inte...


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Hospitality At The Hospitality Industry Essay

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