Contemporary Issues in Hospitality and Tourism Industry

Contemporary issues
In
Hospitality and Tourism
Industry

Authenticity and Commodification
 Authentic hospitality raises the
standards of excellence
 Hospitality industry is service
oriented
 Services are required to be of
good quality so that it can
increase the satisfaction level of
the customers.
 Authentic services are those
services that follow the industry
standard.
 With the increase in number of
service providers the level of
authenticity of services are
decreasing.
 This has been one of the serious
issues of hospitality industry
(Xiang et al. 2015).

Importance of Authentic
services
 In hospitality industry
hotels, restaurants and tour
operators are required to
provide genuine services.
 Apart from the food quality
the employees should smile
and greet their customers.
 One can differentiate
whether the service
provider is actually happy
to serve their customers or
doing their jobs.
 The mood of the service
provider affects the quality
of service provided.

Service Scripting
Many hospitality firms have created scripts
for management of services they provide.
The details in the scripts and the level of
services provided differ at times
Some scripts are very strict enough to
teach the employees to use phrases in
conversation like “Good morning” or Hello
This reduces the authenticity of services as
the service provider is simply reading a
script
For providing authentic services the
employees are required to pay attention to