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.