To understand the real meaning of hospitality which is not only confined to Hotel which is more then that .This sort article will give you the onsite much more broader meaning of 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.