The paper “ Managing the Hospitality Experience” is an affecting example of an assignment on management. The definition of hospitality has been in contention over a long time. This is due to the fact that different people have varying perceptions as to what hospitality is. According to Lashley, hospitality is the act of giving a guest a feeling that the host is hospitable via acts and feelings of generosity, high regard of the guest, and a motive to please from the host. According to Lashley, hospitability is about giving an experience to a guest, not just proving him/ her with a service or product.
With respect to it being an experience, it is usually supposed to be the feeling that is left in a guest after he/ she has moved out of the location/ place where he/she is hosted (Hemmington, 2007, p. 9). For example, an experience to remember is supposed to be left in the minds of guests who stay in a hotel, not just the quality meals that were served and the executive rooms. It is about the feelings that the guests are left with after their stay.
Hospitality is also referred to as a behavior. This is due to the fact that it is all about pleasing the guest, being generous to the guest, and regarding him/ her highly. Moreover, since hospitality is about giving an experience to the customer, there is also a need to establish and maintain a relationship with the guest. Generally, it is common for a guest to call back a host who was hospitable to him/ her. This is due to the relationship which was established between the host and the guest.
However, this is not the case in the hospitality industry. The modern industry is driven by profit maximization; hence the true meaning of hospitality has been lost in between. Due to this, the hospitality which Lashley talks about; generosity, high regard of the guest, and pleasing the guest is no longer achievable. In place of it, is commercial hospitality which is associated with economic rationalization, performative behavior, and regulation. Economic rationalization involves the improvement of processes and activities in the hospitality industry with the intention of ensuring that the industry becomes more efficient economically.
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