Service Quality

In: Business and Management

Submitted By suhanaligeesh
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CHAPTER 1: LITERATURE REVIEW ON HOTEL INDUSTRY This chapter outlines the concept of hotel industry. It presents the overview of hotel industry, its history and it also discusses about the growth and trend of the hotel industry nowadays. When most of the tourists plan their trips, one of first steps is to look for the hotel and book the room at or near the place where they want to visit. These days, hotel is not as simple as the building; it becomes an industry that employs many people, especially the female. 1.1 What is hotel industry? Food, accommodation and dress are the three most essential things of human. Hotel or hotel industry alone provides two basic things: food and accommodation. So, what is hotel or hotel industry? Hotel is a part of the hospitality industry which is an umbrella term for a broad variety of service industries including, but not limited to, hotels, restaurants and casinos. Hotel is often referred as a “Home away from home”. If we consider meaning of hotel in the dictionary, a hotel is a building where you pay to have a room to sleep in and where you can eat meals (Cambridge dictionary) or a hotel is an establishment that provides paid lodging on a short-term basis (Wikipedia) According to A.M. Sheela, the author of the book “Economics of Hotel Management”, hotel is the place where the tourist stops being the traveler and become a guest. Hotel usually offer a full range of accommodations and services, which may includes suites, public dinning, banquet facilities, lounges and entertainment facilities. It is considered as an industry whose main aim is also to make profits for the hoteliers, though this may change at times. Hence a hotel should provide food, beverage and lodging to travelers on payment and has in turn the right to refuse if the traveler is drunk, not follow the rule of hotels or not pay the service fee. Traditional hotels…...

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