What is continuously rendered service?
Continuously rendered services are those services, which are prepared and provided only to the customers who are physically present. This kind of service is not finished in instant time; it is a process, which is extended to a time limit. It is a kind of face-to-face interaction. For example reservation service, restaurant service, massage, etc
Define the terms: Excursionist, Front of the house, High-touch service
Excursionist – This term is used for the temporary visitors, who do not even stay for twenty- four hours in a hotel.
Front of the house – This term is used for the staffs who are directly involved in providing services to the guests in the hotel. For example receptionist, bellboys, gatekeeper, etc.
High-touch service - These are those services which are already prepared but the customer receive it only when he wants. For e.g. room reservation, fast food, printed information, housekeeping service, etc.
Explain hospitality in terms of hotel industry
Hospitality actually means, “taking care of guests in the best possible way".
Organizing, providing services and looking care after guests is included in it.
It means friendly and generous treatment of guests.
Hospitality industry includes all companies involved in providing services for guests. They provide more mental satisfaction than tangible objects.
Explain the terms Intangibility, Inseparability, Perishability, and Point of contact in hotel management.
Intangibility- It can be explained as services, which cannot be seen, tested, felt heard or smell or measured before they are delivered and received by the customer. For example, travel experience, trust, confidence, hospitality, satisfaction, etc.
Inseparability- To receive the service customer must be personally and physically present at the point of delivery. The customer cannot be separated from the point of delivery. Service is available at the Point of Service Delivery (POD)
Perishability- Perishable services are those services, which cannot be stored. Unused service on a particular day cannot be sold next day or in advance.
Point of contact- Place, item, product, staff, service customer contact to receive service. It can be building, service environment, delivery items, staffs, follow travelers which they contact and receive positive or negative feelings.
What is Product formation, Service brigade and The Moment of Truth?
Product formation – It can be defined as putting different products and services together to form a product for the satisfaction of the customer. For e.g. Hospitality is a product formation which is not made from a single item.
Service brigade - Team of staffs involved in providing service
The Moment of Truth - It is the actual time when customer interacts with service staff. It is the moment of contact when no management has control. It is the motivation, skill, tools of the service and expectation, behavior, expectation of the customer determines the quality of the service.
What is the difference between Sun lust and Wanderlust in terms of hotel industry?
There is no much difference as both are desire to travel. Sun lust can be defined as travelling in search of sunshine/Adventure activities/Outdoor activities whereas wanderlust is the desire to travel far away and too many different places to explore those places.