What is hospitality?
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The document discusses the evolution and significance of the hospitality industry, emphasizing its origins from ancient times to modern practices shaped by various social, political, and economic influences. It highlights the importance of personal interaction and professional training in providing excellent service to customers in different hospitality contexts. The conclusion reiterates that the core aim of the hospitality industry is to create welcoming environments tailored to individual guest preferences.
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What is hospitality?
- 1. Introduction With the growth of globalization, industrialization and fast pace movement of people either for tourism or business purposes lead to growth of hospitality industry. As stated by Nailon (1982, p. 141) “Its purpose is to provide physiological and psychological comfort and security as a business activity at a defined standard of service through provision of facilitating goods”. Which means to offer services to the traveler by receiving them with every manifestation of politeness and benevolence. In other word, it means a home away from home where a traveler expects a rich hospitality service with all the basic amenities in room same as home. Every customer expects a very cordial greeting, exceeds their expectations and promptly attend their call as they are new to environment. If their call is ignored, may lead to agitation or frustration. Also, ambience of lobby, room, tariff impacts preference of customer. Moreover, hospitality industry is very vibrant, diverse and expanding due to consistent growth of tourist. Origin of hospitality and literature review Now the question arises where have the word hospitality originated? We should go back to very dawn of human existence to find out origin of hospitality as far back as ancient times. Even during that period hospitable behavior did exist amongst different race and community where care and comfort was prioritized with outmost generosity and politeness. During those period travelers were given special protection by societies by providing them food and shelter as they were frequently attacked or robbed as acknowledge by King (1995). Monasteries too played an important role by providing shelter to the travelers which they believe service to God as stated by O’Gorman(2006). However, after the French Revolution trend of hospitality have taken a new phase like chateux or luxury hotels and eatery outlet. Thus, service relating to hospitality have been subject to a variety of motive based on religious, political, social and economic influences as stated by Brotherton (1999). As a result the term hospitality has taken a very diverse meaning where services rendered at home when any visitor visits should abide by their house rule and vice versa. Commercial hospitality on the context relates to food, accommodation and shelter where a traveler pays for availing hospitable service. On religious ground the followers are being taken care of by priests, pandits, monks during their visits or stay. But they have to abide by house rules under certain restrictions. Moreover, on political context when global leaders meet they too being welcomed in royal style and pays attentions to every detail till the end. On social terms where rehabilitation centers and missionary of charity are concerned they welcome open- handedness at their charity home by serving them with compassion, dignity and respect. Another interesting area where warm-heartedness service rendered is retirement home or old age home where specially trained staff takes care with outmost patience and bountifulness. Experience and Reflections However, the theory of hospitality management has much broader meaning when it come as a nation. Every country takes pride in developing their nations economically by educating their
- 2. people and providing safety, security to tourists. For example, New Zealand as a country is very vibrant and cosmopolitan where people from all nations are welcomed either for education, business or tourism. The blend of hospitableness is seen everywhere where contact with human being is involved whether it is in fast food, retail outlet or banks. Every staff are well trained in dealing with customer in a professional manner. It is merely because the government has a vision to promote the country as major tourist destination. I would like to share my experience when I landed in New Zealand and met with immigration officer at airport. She had a very positive attitude and smiling face before stamping my passport. I felt very delighted. I booked a pickup service form the Institute. The cab service was excellent and gave all necessary information about city and train services etc. Above all our security officer at the institute has personally drove me to shopping mall at St.Lukes when I enquired him about the sim and also guided me with the city map. Also, I was stunned when he told “I want you to be out of trouble in the new city”. Such experience always gives a wow !!! factor. As stated by Brotherton (1999, p. 168) “A contemporaneous human exchange, which is voluntarily entered and designed to enhance the mutual wellbeing of the parties concerned through the provision of accommodation and food or drink”. Now-a-days hospitality is all about giving personal touch for every service, provided he meets company requirement and standard without crossing the borderline by being over friendly. The organization growth depends upon the reflection of front line staff in terms of professionalism, interpersonal communication and through guest relation programmes. As it is very essential to build good reputation with every guest in order to retain stability through internal promotions or offers. However, the choice and preference depends upon guest in terms of comfort and value for money. But on the contrary every hospitality staff should give their best by taking into account guest likes and dislikes to please guests either through emotional equilibrium and personal charm or through self-control, false smile and stereotype greetings as stated by King (1995) in order to retain prominence and fame in the competitive market. Conclusions In conclusion, service industry is all about welcoming guest with a warm smile and taking into consideration by understanding everyone as an individual. In other words, every guest has their own choice so they should be dealt respectively. However, as hospitality is very vast industry there are certain restriction for providing personalized service for example in Hotels, Cruise and specialty restaurant we render memorable service by going extra mile. But in retails, airport, hospitals or in fast food outlet the gesture of service is different as they are dealing with multiple customer at a same time and each of these industries are unique on their own way. But overall at the end of the day hospitality industry all about aiming at one thing to make it happen.
- 3. References Brotherton, B. (1999). Towards a definitive view of the nature of hospitality and hospitality management. International Journal of Contemporary Hospitality Management,11(4), 165-173. King, C. A. (1995). What is hospitality? International Journal Hospitality Management 14(3/4), 219-234. Nailon, P. (1982). Theory in hospitality management. International Journal Hospitality Management 1(3), 135-143. O'Gorman, K. (2006). The Legacy of monastic hospitality:The rule of Benedict and rise of Western monastic hospitality. The Hospitality Review 8(3) 35-44.