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Hospitality Essay

824 words - 4 pages

The Importance of Customer Service in Hospitality

March 5, 2012
“Customer service is the essence of the hospitality industry. The importance of customer service in hospitality is stressed in professional courses as well as on-the-job training module since aspiring hoteliers, restaurateurs and others in the industry need to be well aware of its significance and implication for successful business operations”. In recent years, the term hospitality has become increasingly popular and may be interpreted in a number of ways whether it is commercial, industrial or public services. King, in his book, states that hospitality may have four attributes which are that must have a relationship ...view middle of the document...

We also need to apply hospitality to transportation providers so that customers or passengers will feel comfortable during their journey. Other tourism components also require hospitality. Thus, is demonstrated how hospitality is very important to the tourism industry.

Secondly, what we provide in the tourism industry is the intangible product. Customers will never feel or experience the product offered unless they have bought it. So, when they buy the services offered we must provide them with the best service possible so they will feel comfortable using our service. According to the article “If you satisfy a customer’s needs, you are building the foundation to establish a relationship based on trust and loyalty”. All the services provided such as, guest greeting, and providing a clean and tidy room, showing the facilities provided, and others are all forms of hospitality. For example when the guests check into the hotel, we can not simply just give them the room key and let the guest look for their room without any assistance. This is not hospitality. Hospitality is more than that; we have to be friendly, courteous, helpful, and so forth.
Finally, the importance of hospitality is to encourage the guest to return again and become repeat customers. In the tourism industry, people are not just looking at the facilities or the price offered, but also at the services provided. If they felt satisfied with their previous experience using the service they might come again and even promote the services to...

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