Io361

Hospitality and Tourism


Hospitality and Tourism
The hospitality industry focuses on creating a culture of service, driven byproviding the greatest amount of satisfaction and return business from their customers. The culture of service begins with upper management. It continues down to the rest of the employees in theorganization. The culture of service has four main features Intangibility, Inseparability, Heterogeneity, and Perishable nature. The feature of intangibility means that services cannot be seen, tasted, orexperience before an individual purchase. The consumers are looking for an organization that provides the best information and confidence in the service. Inseparability means, that both the serviceprovider and the client must be present for the transaction to be carried out and must come to an agreement. Heterogeneity means that the quality of the service depends on who provides it as well as whereand when it is offered. The perishable nature of the service along with the intangibility of said service indicates that the service itself creates a product without physicality but instead is storedIn the hospitality industry it is vital that a hotel or a similar industry must have a strategic plan to stay ahead of its competition. Therefore, it is necessary that the service istangible. For example employee’s appearance, physical environment, promotion, and material help the service to be more tangible. In the hospitality industry, managing the employees is an essentialpart of the product. The combination of innovation, creativity, and design also contributes to the business becoming profitable. Innovation, creativity, and design are integral for a profitable businessplan. There are four main categories of business groups: conventions, meetings of associations, corporate boards, and groups such as social, military, educational, religious, organizations, and...