The Importance of Customer Service in Hospitality Essay

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The Importance of Customer Service in Hospitality March 5, 2012 “Customer service is the essence of the hospitality industry. The importance of customer service in hospitality is stressed in professional courses as well as on-the-job training module since aspiring hoteliers, restaurateurs and others in the industry need to be well aware of its significance and implication for successful business operations”. In recent years, the term hospitality has become increasingly popular and may be interpreted in a number of ways whether it is commercial, industrial or public services. King, in his book, states that hospitality may have four attributes which are that must have a relationship between individuals who take the roles of host or guest, this relationship may be commercial or private, the keys to successful hospitality in both the commercial and private sectors include knowledge of what would evoke pleasure in the guest and hospitality as a process that includes arrival, providing comfort and fulfillment of guest’s wishes, and departure. Tourism industries are not the same as other industries. It is because we provide services to the customer while some industries provide the tangible product. Thus, hospitality and tourism can not be separated as hospitality is the key to success in the tourism industry. The following paragraph will discuss the importance of hospitality in relation to the tourism industry. Firstly, there are several components in the tourism industry, for example, food and beverages, lodging, place of attractions, and transportation. All these components are related to hospitality. Also each of the components has a connection to each other. So, in order to make sure that the customer will feel satisfied using tourism services we have to ensure that the customer feels satisfied using each of the components. We need to apply hospitality to the

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