Question 1The definition of hospitality has faced ambiguity over recent years. When the term hospitality is mentioned, anyhow, any person thinks about business development and growth (Hemmington, 2007). Thus, it has been taken as a business phenomenon rather than a collective behaviour of individuals amidst the social, the private and commercial environments altogether (Hemmington, 2007). As used in the business environment, hospitality has been a kind of special service to the guests and customers with only one purpose – strategic ethics for business development and growth. The past has seen special services for particular individuals (Braitwaite, 2004).
For example, the existence of different classes of passengers, guests to a hotel or a tourist destination has been in place. Hospitality has similarly been classified thus; say, first class, second class and third class (Gillespie, 1994). Lately, however, hospitality has taken another trend. It is gradually turning from a kind of a service into experience concern (Hemmington, 2007). This means that old use of quality of service per visit is swallowed into memories in terms of experience. Hemmington (2007) depicts that customers no longer need the services, which at any rate may be biased into giving ordinary utilities found elsewhere, but a different experience marked by surprises that are captivating and memorable.
For instance, for hospitableness, Hemmington (2007) states that customers do not buy service delivery, they buy experiences; they do not buy service quality, they buy memories; they do not buy food and drink, they buy meal experiences. In short, hospitality is about ‘entertaining the guests’ and not ‘offering services to customers’. Services are to economics of business growth and development while entertainments are to retention of customers.
Hospitality includes things like unpaid for theatrical performances for guests as opposed to customer service (Braitwaite, 2004). For business services, managers make various functional arrangements (like delivery systems for goods bought) that do not tie the customer to the business. For hospitality the concern is about the host; the hosts prepare an entertainment program that do not fetch direct benefits but give their hosts a memorable experience (Hemmington, 2007). Question 2 There is a great distinction between hospitality as organized today and the way it was organized in the past.
First is the inclusion of the services as part of hospitality (Hemmington 2007). In the modern society, there is a growing separation between services to customers and customer-host memorable relationship. However, both services and hospitality are considered essential commercial phenomena for the development of business. According to O’Gorman (2005), however, entertainment in the past was a strategy to ensure reassurance of strangers/guests. There were not commercial reasons or direct benefits expected in return (O’Gorman 2005). Actually, in ancient times, hospitality to the guests was based on an assumption that if one was treated well by the host, the host, in doing that, protecting himself or herself from the stranger.
In other words, no benefit was expected in return. Hospitality was then gradually classified as a business virtue where customers were treated as guests (Hemmington, 2007). Generally, hospitality could be attributed to the need for the growth and development of a business both in the past and in the present times. Customer/visitor-business/host relationship could thus be the first common issue of concern in both cases (Hemmington, 2007).