The hospitality industry encompasses services related to food, drink, and accommodation provided to customers away from home. Key characteristics include a product-service mix, two-way communication, relationship building, cultural diversity, and the labor-intensive nature of the industry. Successful hospitality relies on both tangible features, like food and facilities, and intangible aspects, such as staff interactions and overall experience.

1. H O S P I TA L I T Y I N D U S T R Y

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C O N T E N T S
Meaning of Hospitality
Examples of Hospitality
Characteristics of Hospitality Industry
Product- Service Mix
Examples of Tangible Features
Examples of Intangible Features
Two- Way Communications
Relationship Building
Diversity in Culture
Labour Intensive industry

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M E A N I N G O F H O S P I TA L I T Y

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• Hospitality is the act of kindness in welcoming and looking after
the basic needs of the customers or strangers mainly in relation
to food, drink and accomodation.
• A contemporary explaination of hospitality refers to the
relationship process between a customer and a host. When we
talk about "Hospitality Industry", we are referring to all the
companies or organisations which provide food, water, drinks or
accomodation to people who are "away from home."
W H AT I S H O S P I TA L I T Y ?

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E X A M P L E S O F H O S P I TA L I T Y
Food & Beverages Travel Restaurants
Entertainment Tourism Recreation
Hotel Accomodation Cruises
Night clubs Casinos Conferences
Attractions Transportation Travel Agencies
Catering Bed & Breakfast Café's
Resort Concerts Event Management

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C H A R A C T E R I S T I C S O F H O S P I T A L I T Y
I N D U S T R Y

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S I G N I F I C A N T C H A R A C T E R I S T I C S
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FIVE KEY FEATURES
Product
service Mix
Diversity in
culture
Two- Way
Communication
Relationship building Labour
Intensive

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F I V E K E Y F E AT U R E S

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P R O D U C T -
S E R V I C E M I X
• Think about your experience of being a
customer in a restaurant or a customer in a
hotel. What else apart from the food in
restaurant and the facilities in hotel rooms,
do you think can make your hospitality
experience more enjoyable or satisfied.
• In the hospitality industry, customers rarely
consume pure products but a mixture of
products and services.
• For example: one who dines in a restaurant
will not pay for the food and drinks but also
for the service provided by the servers. The
bill has covered both the tangible and
intangible experience.

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E X A M P L E S O F
T A N G I B L E
F E A T U R E S
For example, a steak as the main
course, a glass of house wine, well
gromed service staff and
decoration of the restaurant.
As products and other tangible
features can be easily imitated by
the competitors hospitality
operations which aim for the
high-end customers and 'superior'
quality gradually spend more and
more resources in enhancing the
service standard as a strategy of
differentiation.

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E X A M P L E S O F
I N T A N G I B L E
F E A T U R E S
For example, a comfortable dining
atmosphere or the friendly attitude of
staff. A successful hospitality business
does not only count on its products or
services, but also how they are delivered.
The qualities of staff and the way they
deliver the service are often more
important than the tangible products in
making a hospitality experience
satisfactory or unsatisfactory. Hence,
the two features can contribute to the
total experience in the service delivery
process.

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T W O - W A Y
C O M M U N I C AT I O N
In order to achieve service excellences in the
hospitality industry, two-way communication is
one critical factor which requires the
involvement and participation of both customers
and service staff in the service delivery process.
Through interactions with customers, important
messages about their needs and expectations
can be received by service staff for their
immediate attention.
Interations between internal staff or inter-
department is also critical since total experiences
of customers in using any lodging or food and
beverage services usually involve team work and
exchange of information within the organisation.

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R E L A T I O N S H I P
B U I L D I N G
The hospitality industry depends on repeat
customers for survival.
Building long term relationship with customers can
benefit the organisation in generating stable
revenue regardless of the instability of seasons and
at the same time, developing brand reputations
through the word-of-mouth.In order to develop
brand loyalty different methods are currently
applied by the lodging and food service sectors,
such as membership programmes which give
priviledges and incentives to frequent customers.
However, top management do believe that the
informal ways of building "Friendship" between
front-line staff and customers through high degree
of personal attention and customization can win the
loyalty of customers in the long run.

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D I V E R S I T Y I N
C U L T U R E
As the hospitality and tourism industry are closely
related, it is not surprising that people involved in this
sector, whether customer or staff, experience a
diversity of culture through interacting with others.
Staff who work in hospitality organizations always
have interactions with customers from different
regions, or work and co-operate with other colleagues
who may have different backgrounds or cultures. Due
to their difference in religious beliefs and values, some
conflicts and misunderstandings can easily occur.
Therefore, staff should be open-minded and come up
with solutions together in resolving problems in their
duties.
Such cultural diversity implies that staff should
generally understand different cultures, so flexible
services can be provided to customers.

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L A B O U R I N T E N S I V E
Since the hospitality industry is service- oriented in it's
nature, it requires a large supply of labour to create a
memorable experience for the customers. This
characteristic is especially true for those enterprises
which target the high-end customers. For example
staff-to-guest ratios are high in fine dining restaurants
and 5-star hotels which aim at providing one-on-one
services to their customers.
Although the advancement in technology contributes
to the replacement of some simple tasks in the service
process, customers generally expect a high degree of
human contact and personalized service in their
consumption experience.
So a resourceful training is provided and potential
candidates are recruited to join the hospitality
workforce.

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T H A N K Y O U !
THANK YOU !