FEATURES AND CHARACTERISTICS OF HOSPITALITY INDUSTRY
FEATURES AND CHARACTERISTICS OF
Hospitality is a service industry. Therefore, all the features and characteristics of service industry are seen in hospitality also. The characteristics such as intangibility, perishability and inseparability are the most common features seen in hospitality industry.
Intangibility: Services offered by the hospitality industry are to be experienced. Here the services are performed with friendliness, care and sincerity. Such services are meant to satisfy the guests. These services are to be felt.
Perishability: Service offered in hospitality industry should be enjoyed at that time itself, otherwise this particular service irreversibly vanishes as it was used by the service users. The service, if not accepted on time it will be lost.
Inseparability: Production and consumption of service take place simultaneously and it cannot be separated from the provider or receiver. The service offered by the host cannot be separated from the host. The guest should be present to enjoy the service. As the service and its enjoyment cannot be separated, both should be present to make it possible. For example: A beautician can render his service to a customer only if both of them are present at a time.
In addition to common features of services, the hospitality industry has some unique features and characteristics. They are:
Always Open: Hospitality service is open on 365 days a year and 24 hours a day. Service is open always and if they want, the provider and beneficiary can set their time to enjoy it. The industry does not put any time restriction to any service as it is ultimately leave to the guest and host.
No Customers, only Guests: Unlike other industries, here there is no customer. The persons transact with the industry are considered as guests and not as customers.
Guests’ Satisfaction: Satisfaction of guest is the primary intention of hospitality industry. Everything is done in the hospitality industry is with a view to improve satisfaction of the guest.