The concept of hospitality is reception and entertainment of guest/ visitors with liberality and good will. the most important aspect of the hospitality refer to warm welcome, reception and cordiality. it is the warm reception, which invariable induces providing a pleasant atmosphere by means of its available facilities and activities.
Hospitality service is about creating a sense of well-being to the guests. it is a feeling that their needs are being meet and their business are valued. Hospitality service can be characterized as follows:
1.Intangibility: The customer cannot touch, feel or smell.they can simply develop an imaginary picture about what they are going to see at the meeting point.
2. Inseparability: A person who possesses a particular skill by using equipment to handle a tangible product provides a service.There for service cannot be separated from the person or firm providing it.
3.Heterogeneity: in hospitality, the service and products are offered to humans simultaneously. the human element is very much involved in providing and rendering services. for e.g. a chef who cooks best dishes in best possible manner with full attention but,every time same chef may behave differently while preparing same chef behave differently while preparing same dishes or while presenting it.
4. Perish ability: In hospitality, service cannot be stored because they are perishable.for e.g.a Valenti bedroom in a hotel or an unsold seat in dinning room represent a total loss or even a fluctuating demand.
5. Ownership: When one buys a proudest s/he becomes its owner- be it a shop,book,food, etc. IN Case of service you only pay for its but you never own it.for e.g. a guest simply hears the hotel rooms but does not own it.
Hospitality Industry
The hospitality industry consists of broad category of fields within the service industry that includes accommodation, restaurants and bars, event planning, them parks, transportation, cruise line and additional fields within the travel and tourism industry.Specifically, hospitality industry is part of travel and tourism industry , but accommodation and catering is a part of hospitality industry, which is limited within the periphery of hotels and catering industries. It ranges from small accommodation to star category hotels and restaurant. It is the industry of providing required and necessary service to the travelers to different purpose, especially for leisure/pleasure activities.Generally, hospitality industry is divided into two sectors They are:
1. Private sector: Industries owned by the group of individuals or franchised by the expertise of hospitality management in a sole of entrepreneurship is called private sector. Hospitality industries in the private sector include accommodation, catering, travel agency,tour operators, transport, guide,and information service entertainment and leisure products.
2. Public/government sector: Industries owned by the government or public association and sole entrepreneurship is called public sector. Hospitality industries in the public sector include planning and development(NTB, in the case if Nepal), transport immigration, custom and excise, marketing licensing and regulation, etc.
The new names of hospitality industries have increasingly been created by the retailer of its business, namely hotel, resort, guesthouse, rest house, safari lodge, cottage, pub, bar and other groups. It has to be focused on the basic needs of the guest and they physical e.g. a safe and comfortable surrounding to live in,quality food and beverage, and excellent service; psychological, e.g. the urge to buy , it can be helped by indirectly advertising the various things in the establishment that may appeal to them; social e.g. guests/ visitors want a pleasant atmosphere for relaxation and entertainment; practical e.g. guests/visitors want facilities for travel arrangement.
To fit in hospitality services, one should have the virtue of friendlies,helpfulness and willingness t words the guest. this services is about creating a sense of well being in guests, making them feel welcome and valued, and at the same time ensuring that their more than expected. Guests needs and expectations must be always anticipated by the employees. This will not only bring profit to the establishment but also will yield extra individual benefits to the staff.
Hospitality and Services
The word'hospitality and services' is refered to willings and doing something for some body in the best way. It is a human behaviour of elegancy that is bassed upon the theoretical and practical exercise. Hospitality and services are two sides of coin, without one side the coin remsins incomplete. It is about cetering services to guests who are away from their home environment and have high expection and neds of quality products, services and atmosphere.
Hospitality and service is about creating a sence of well-being to the guests, as they become customer wissing to receive the required services. It is a felling that their needs are being met and their business valued. It is difficult to weigh or mesure the hospitality services. it denores relation between service provider and receiver. The different services in the hospitatility industries mean giving guests a little more than they expect.if the guests are ignored, treated rudely or cheated, they are left with negative feelings or anger and frustration, and the future business of the hotl is negatively affected. in the concept of hospitality and service, their are two main types of services:
1. Personal service: It is an intangible services thst exists, but difficult to desire to describe, understand and measure. It is about creating a sense of well-being to the travellers/guests, making them feel welcome and valued,hile at the same time ensuring that their needs are looked after.it is a non-material srevice which does not exist as a physical thing but is largely more emotional than rational. So it requires the interpersonal skilland attitude such as honesty, loyalty, willigness, trustworthiness, dependability and reliability. If refers to service personnel as the key to provided a high level personalised/ individualised service.
2. Material services: it is refered to as tangible services. it denotes something that can be touched or felt physically, or that can clearly be seen to exit. it is generally something provided good personal service without the person service withouth the back-up of goods matrial service. it is a product of the industry that is regarding as the physical facilities that customer buys and uses. so, customers are more likely to comment on material service when it is below the standard.
the key to success in the hospitality business is to provided a quality standard of both epersnol and materl service. Every establishment supplies its guests with transportation, accommodation, food and drinks, and other facilities. But if the establishment also focuses on providing a high level of personal service simultaneously, then the busiess will have the competitive frame.
