Hospitality industry can be seen as a broader canvas which encompasses within itself various diverse fields like “lodging, event planning, theme parks, transportation, cruise line, and additional fields within the tourism industry” (Brotherton 2012). Therefore, it will not be too far-fetched to say that the industry is one of the fastest growing ones in the world and generates millions of dollars each year in terms of revenue (Brotherton 2012). However, some of the experts are of the opinion that the present Bretix deal is likely to affect the hospitality industry in a negative manner (Quinn 2018). This concern has been raised by a number of experts as the majority of the workers belonging to the hospitality sector are from the areas which has been directed affected by the Bretix deal. Some of the companies related to this particular sector are Marriott International Inc., Alibaba Group, Bulgari Spa and others. It is to be noted that the present lifestyle of the people makes the presence of these service providers too very important (Walker 2016). Therefore, it is seen that even in the middle of the various economic crises which the world has been facing for quiet sometime this industry has continued to flourish (Brotherton 2012).
It is to be noted that the hospitality industry is an industry just like any other industry be it in terms of management or the development of strategies (Walker 2016). There are various factors which the various companies in the hospitality sector need to take into consideration for the process of their overall growth as well as development. Some of these factors include the nature of the customer service which they provide to the customers, the physical environment of their business, the management of the operations and others (Walker 2016). It is to be noted that to achieve success in the hospitality sector a company needs to take into consideration all these factors. In addition to these, the companies also need to take into consideration some ethical factors as well.
The customers as well as the staffs of the company form an important part of the hospitality industry (Brotherton 2012). Moreover, important than the individual entities the relationship which they share is very important in the hospitality industry. It is to be noted that hospitality is one such industry which more than any other industry depends on the kind of treatment as well as the behavior which the customers get at the hostels or the service stations (Brotherton 2012). Therefore, the relationship between the customers as well as the various staffs of the hotels or the service providers becomes very important in this particular context. Thus, customer service can be said to the way customers are treated at a particular hotel or a company during their stay or meal at that particular hotel or company (Brotherton 2012). According to the Forbes Magazine (2018), “companies lose more than $62 billion due to poor customer service almost every year” (Forbes.com 2018). Therefore, the quality of the customer service which the companies or the hotels provide to the customers becomes very significant in this particular context (Kandampully, Zhang and Bilgihan 2015). For example, if a particular customer gets good kind of customer service at a particular hotel then he or she is more likely to visit that hotel again in comparison to other hotels because he or she already knows that this particular provides good customer service. It is interesting famous hotels like Marriott International Inc., Alibaba Group and others rely on providing the best quality customer services to the customers in a bid to retain them as future potential customers (Kandampully, Zhang and Bilgihan 2015). On the other hand, the hotels or the service providers which provide below par services to the customers often end up losing those customers in the near future to their rivals (Kandampully, Zhang and Bilgihan 2015).
Physical environment is another factor which the various companies related to the hospitality industry needs to take into consideration (Ali and Amin 2014). It is to be noted that the companies or the hotels located in exotic locations have a far better chance of attracting the customers to their hotels or service stations than the hotels or the service providers who are located in the centre of the city in the middle of the made-made buildings and population (Ali and Amin 2014). It is primarily because of this reason that the hospitality industry giants Marriott International Inc., has decided to launch a new collaboration with the Italian Spa chains, Bulgari Spa to open new hotels in the exotic Italian district of Bulgari (Hotel-development.marriott.com. 2018). In addition to this, the company Marriott International Inc, is also entering into a collaboration with the company Alibaba Group to open new hotel chains in some of the most exotic locations of Europe (Marriott News Center 2018). It is to be noted that the various customers go to the exotic hotels not only to live a lavish life but also to get “far from the maddening crowd” (Legrand, Sloan and Chen 2016). Therefore, these exotic hotels which are located far away from the modern city, mostly near the sea and the beaches provide this particular feature to the customers. Therefore, they can be said to offer a medium to the customers through which catharsis can be achieved by the customers. Therefore, the customers are more likely to take the help of the hotels or the service providers which offer better physical environments to them in comparison to others which does not (Legrand, Sloan and Chen 2016). It is a reflection of this particular feature that the customers on their holidays are more likely to take the services of a hotel which is sea facing in comparison to the ones which are located in the middle of the city (Ali and Amin 2014).
In addition to the above listed factors there are several other factors which the companies belonging to the hospitality industry should take into consideration in order to attain overall growth as well as development. The various companies as well as hotels belonging to the hospitality industry should also take into consideration the various ethical factors into consideration to not only to provide effective services to the customers but also to maintain professional ethics (Legrand, Sloan and Chen 2016). The first criteria, which the hotels or the companies belonging to the hospitality industry need to abide by is the “Data Protection Act” of 1998 (Legrand, Sloan and Chen 2016). According to the this particular law, the hotels or the companies of which the customers take the service of are not allowed to reveal the details or the credentials of the customers except in cases of emergency or during national security concerns (Brotherton 2012). The second ethical criteria, which the companies or the hotels belonging to the hospitality industry need to take into consideration is the privacy factor of customers (Walker 2016). It is to be noted that the customers who take the help of the various companies or hotels like to maintain their privacy. These factors go a long way in determining the choices which the customers make during the selection of the services offered by a particular hotel or a company belonging to the hospitality industry. It is generally seen that the customers prefer to take the help of the services provided by the hotels or the companies belonging to the hospitality which takes into the various ethical considerations of the customers in comparison to the ones which does not (Walker 2016). It is to be noted that these days privacy as well as security is one of the primary concerns of the customers and therefore they normally take the help of the hotels or the companies which fulfill these parameters no matter how big or small the hotel or the company is in the context of the present hospitality industry (Brotherton 2012).
Therefore, from the above discussion it becomes that the hospitality industry is one of the most flourishing industries of the world at the moment. However, there are several which the companies as well as the hotels belonging to the hospitality industry need to take care of in order to ensure a continuous overall growth as well as development. The major factors which the companies or the hotels belonging to the hospitality industry need to take care of are the physical environment of the hotels or the companies, the relationship between the customers and the staffs. It is often seen that the customer service forms an important aspect of the hospitality industry and the fate of the company or the hotel depends on the kind of customer service which it offers to the customers. In addition to these factors, there are several ethical factors as which the companies as well as the hotels need to take into consideration in order to ensure the maximum amount of customer satisfaction. It is generally seen that the hotels taking into consideration the ethical concerns of the customers in a much better manner are more likely to flourish than the ones which does not take into consideration the ethical considerations of the customers.
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