Quality Service In The Hospitality Industry Tourism Essay


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A business with high service quality will meet customer needs whilst remaining economically competitive to other businesses. Improved service quality in the hospitality industry may increase economic competitiveness.

The aim of increasing quality service and economic competitiveness may be achieved by first understanding and improving operational processes in the hospitality industry. Identifying problems and systematically establishing valid and reliable service performance measures and measuring customer satisfaction and other performance outcomes will help in delivering quality services.

Customers form service expectations from past experiences, word of mouth and advertisement. In general, Customers compare perceived service with expected service in which if the former falls short of the latter the customers are disappointed, and this posts a negative impact on the industry as their experience are shared with others. A customer's expectation of a particular service is determined by factors such as recommendations, personal needs and past experiences. The expected service and the perceived service sometimes may not be equal, thus leaving a gap.

Competence, courtesy, and credibility are a few determinants which may influence the appearance of a gap in the hospitality industry.

Competence speaks to the possession of the required skills and knowledge to perform the service customers are expecting. For example, if contact personnel lack the great competence of carrying out his job effectively and efficiently, this may result in the customer/s feeling uncomfortable in the situation/setting and wished he had made a different choice. An individual has to be very competent in their area of service especially in the hospitality industry compared to other businesses; a customer may overlook a clumsy situation created by an employee in a regular business while if treated the same in the hospitality industry they will rebel since they are expecting value for money while relaxing. As the term hospitality suggests- welcoming guests or stranger while providing food and entertainment.

Courtesy refers to factors such as politeness, respect, consideration and friendliness of the contact personnel; consideration for the customer's property and a clean and neat appearance of the contact personnel will build a positive relationship with customers while uplifting and selling the service indirectly.

Credibility refers to factors such as trustworthiness, belief and honesty. It involves having the customer's best interests at prime position. It may be influenced by company name, company reputation and the personal characteristics of the contact personnel. In the hospitality industry contact personnel are always interacting in close association with customers, if these contact personnel are found to be dishonest and untrustworthy by the customers it will cause great havoc among the management and the personnel thus resulting in this industry losing a customer whether he was to the knowledge of the customer dismissed totally from the industry; while in a regular business if the contact personnel in dismissed for dishonesty the customer may continue doing business with them.

Quality assurance, as we have seen, is the biggest pillar of any business. It is the main aspect of any business that should not be ignored or compromised on as it defines the level of success of your business.

When we speak of community-based tourism, the most popular image tends to be a rural village far from the beaten path, and for good reason. Tourism is not a single economic cure for a community. Community based tourism is tourism in which local residents invite tourists to visit their communities with the provision of overnight accommodation.

Tourism should create new jobs and income for local residents by bringing into the rural communities classes where young people can be taught the art of craft making which is a main source of survival for many struggling persons now a days, thus boosting local businesses and the economy at large. It should also increase investment in public facilities, and emphasize respect for and knowledge of one’s native culture whilst preserving their heritage.

A person’s native culture must be treated with respect at all times no matter the country he is from. Tourism should bring new money into the economy, bringing in new foreign exchange will boosts the economy of that country.

Community based tourism can foster conservation of natural resources, thus increasing community pride. Community based tourism gives travelers rare opportunities to experience local communities, its distinctive in that it provides and alternative to develop what is not sustainable, giving rural and poor communities an additional source of income.

Community based tourism enables tourists to discover local habitats and wildlife, and celebrates and respects traditional cultures, rituals and wisdoms. This allows the community to become aware of the commercial and social value place on their natural and cultural heritage through tourism, thus fostering community based conservation of these resources.

The residents earn income as land managers, entrepreneurs, service and produce providers, and employees. Part of the tourists’ income is set aside for projects which provide benefits to the community as a whole. People co-operate in community based tourism as it gives not only economic benefits for them but also an example of community involve decision making.

The creation of community based tourism is the best solution for local people or a great help for them in these countries where the main income is from livestock.

Community based tourism strengthens local organizations, which are made up of various families or of the community as a whole.

The cons of community based tourism involves teaching young people the art of craft making will only results in them securing a seasonal job. Increasing investments in public facilities will increase maintenance costs and demand on public services.

Community based tourism will create recreation and resource user conflicts. It will also increase potential for crowding congestion and crime.

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