Tourism and Hospitality Industry - Literature review Example

Tourism and Hospitality Industry Tourism and Hospitality Industry Introduction The tourism and hospitality industry is defined by an increasing rate of competition. Businesses in this industry have faced the compulsion of developing strategies that can ensure that they are outstanding and can attract customers easily. Since the prices of accommodation and holiday hotel and motels have gone high, customers are becoming more critical in the level of service they receive. People are more willing to pay such high rates if they are assured of quality services that address their personal needs, making the experience unique. Many travelers are taking time to weigh out which hotels and accommodation services best suit their needs. The quality of service they receive determines whether they can become return customers (N.B, 2013). This paper will focus on discussing the strategies used by hotels in a bid to offer their clients outstanding services. It will rely on ten sources whose findings will be described in detail and examples presented. Summary of the Articles “People with Disabilities: How is your Customer Service?” This article discusses strategies used by hotels and other businesses in the hospitality industries in a bid to provide quality services for people with disabilities. For people with disabilities have different needs from the rest of the society, they are likely to prefer hotels that take their needs into considerations. According to the author of the article, the hotel should make efforts of impressing an individual with a disability by describing the range of services they have and asking personalized questions in order to establish what the customer may really need. These may include spacious rooms to allow wheel chairs in, tables and other furniture that are within the reach of the people with disabilities, and the provision of a form which allows an individual to highlight the amenities he or she would like to (Ellen, n.d) . “Holidays From a Chair - A Different Perspective from Trevor Herdman” This article presents the experience of an individual with a disability in the hospitality industry. It describes the factors that motivated the individual to choose certain hotels or certain hospitality businesses. In the initial phase, he faced difficulties accessing a trip advisor who would direct him to the right places that would cater for his needs. He was keen to note the services provided to people with disabilities across the industry and also during transport. Using his experience and knowledge, Herdman was able to set up an agency that can offer assistance to the people with disabilities (Herdman, n.d). “Hotels try harder to woo travelers on vacation with kids” This source offers a description of the efforts made by hotels in the modern day in a bid to attract families with children. Since parents are concerned about the welfare of their children, hotel with good packages and amenities for children are more likely to be considered by families that have children. It presents the example of the Marriot hotels that offer numerous toddler products, reducing the worry of parents of ensuring that they have carried everything their toddler needs. Children are able to access toys and activity books that ensure they are occupied throughout their stay. Such products come alongside an offer which effectively convinces parents to prefer such hotels (Roger, 2010). “How to Get Senior Citizen Discounts” The hotel and tourism industry has been keen to offer certain discounts to the elderly customers. This comes with the understanding that elderly customers have different needs compared to other people and are more likely to be return customers when offered discounts. Therefore, in a bid to encourage them to travel more, hospitality industries have designed discounts on transport, food, hotels, and resorts. However, senior citizens have to make effort of understanding the available offers and requesting for them (Emily, 2012). “Religious accommodations: five practical pointers hospitality industry employers should consider” There is an increasing awareness of an individual’s right to hold certain religious beliefs and face no discrimination because of such beliefs. The hospitality industry has been in the spotlight in the past because of failing to accommodate employees and customers with different religious practices and beliefs. However, in the modern day things have changed and employers are more sensitive to the religious needs of people. Therefore, they allow their staff to conform to their religious dress code and ensure that the hotel practices do not compromise their religious beliefs. The article gives different views that employers should adopt in accordance with the law (Seyfarth & Daniel, 2012). “Hotels set aside floors for women” In the recent past, it has become a common trend for women to travel on their own. In some cases, it is a requirement by certain religions that unmarried women should not mingle with men. The hospitality industry has sought to utilize this aspect to their advantage. Many hotels have designed hotel rooms reserved for only women and wit amenities that can attract women. Such women are able to enjoy their holidays or business travels in hotels that take care of their needs and offer a high level of security and privacy. These women are specifically served by female attendants, especially women of the Muslim religion who have restrictions in their interactions with men (Nancy, 2013). “Women travelers: what should the industry be offering?” The recent years have been marked by an increased percentage of women travelling on their own. The active involvement of women in business has led to the increase of business travels for them. These women need specialized services that offer amenities, addressing their special needs. In order to respond to such needs, hotels have stepped up to provide rooms that present women with the opportunity to make their hair and other beauty products. Such details have served to attract women into hotels offering such services (Chloe, 2013). However, the author believes that all hotels should offer personalized services irrespective of the gender. “Women and hotels Special treatment” This article presents the views of a report by CNN that discussed the stereotyping occurring in the hospitality industry. According to the report, women received better packages and more products in hotels, especially skin care and beauty products. Hotels using these strategies also provide women with specific floors where they can stay. However, this article also highlighted that hotels should not stereotype services, but should focus on offering quality to each customer regardless of the gender (N.B., 2013). “National Pet Day: Cutest Resident Hotel Pets” This article highlights an emerging trend which is defined by travelers seeking accommodation in hotels alongside their pets. Such travelers believe that their holiday experience is only complete with their pets around. This places hotels with a compulsion to employ employees who are conversant with pet care and provide amenities for such pets (Nicole, 2013). “Pet-Friendly Hotels Guide” This article presents a detailed guide for hotels on how to offer pet care in an effort to become pet friendly. This is because of the increasing need for some customers to receive accommodation and expect the same for their pets (Shadow, 2010). Discussion From the above summary of articles, it emerges that the hospitality industry needs to be much more competent if it is to meet the emerging demands and the needs of the customer. According to theories supporting the effect of quality service on the loyalty of the customers, it becomes a salient need for hotels to deliver personalized high quality to all its customers. However, in a bid to obtain the market niches, some hotels have opted to offer specialized services in an effort to attract customers of a certain target market. For example, people with disabilities require a unique set of amenities and specialized services that suit their individual needs. The hospitality industry has been keen to take note of this and has made efforts of providing individuals with disabilities with exactly what they need. Such hotels attract individuals in this target market and are able to convert them into return customers (Emily, 2012). In addition, the hospitality industry has realized the value of offering services and menus as well as packages defined just for children. With families travelling with their children to holiday destinations, hotels have had to make adjustments and adopt new strategies in a bid to ensure that they attract families with children. The other target group in the hospitality industry has been women. The preferences of women are different, and the fact that they are keen with details and require an accommodation that can provide numerous products to suit their personal needs has been a factor motivating hotels to design service packages especially for women. This has resulted to reservation of certain floors with amenities suited for women and specialized care offered by the female attendants. Moreover, certain religions groups define restrictions for women and hotels have sought to accommodate women without compromising their religious beliefs. The hospitality industry is keen to accommodate people with different religious beliefs, a factor that has helped them attract more customers in a fast paced world (Chloe, 2013). Finally, it emerges that pet care has become part of the service package offered by the hospitality industry. With an increasing attachment of people to their pets, they are more likely to travel alongside such pets. Therefore, this has forced hotels to become pet friendly, and many of them are making efforts of accommodating travelers with pets. In the modern day, there are numerous hotels offering such pet friendly services and travelers are able to choose the one that meets their needs (Ellen, n.d). Conclusion The tourism and the hospitality industries are without doubt becoming more competitive. Therefore, it has focused on offering special services to different target groups. A clear example described above is the provision of services to people with disabilities which did not exist in the previous era. In addition, the industry is becoming more sensitive to the needs of people in different age groups and defining packages to attract them. Other hotels have sought to become pet friendly while also providing amenities specifically for women. References Chloe, H. (2013). Women travellers: what should the industry be offering? Retrieved on 30th August 2014 from http://www.tourismlink.eu/2013/11/women-travellers-what-should-the-industry-be-offering/ Ellen, L. (n.d). People with Disabilities: How is your Customer Service? Retrieved on 30th August 2014 from https://hotelexecutive.com/business_review/1301/people-with-disabilities-how-is-your-customer-service Emily, B. (2012). How to Get Senior Citizen Discounts. Retrieved on 30th August 2014 from http://money.usnews.com/money/retirement/articles/2012/09/17/how-to-get-senior-citizen-discounts Herdman, T. (n.d). Holidays From a Chair - A Different Perspective from Trevor Herdman. Retrieved on 30th August 2014 from http://www.responsibletravel.com/copy/disabled-travelling N.B. (2013). Women and hotels Special treatment. Retrieved on 30th August 2014 from http://www.economist.com/blogs/gulliver/2013/03/women-and-hotels Nancy, T. (2013). Hotels set aside floors for women. Retrieved on 30th August 2014 from http://www.usatoday.com/story/travel/hotels/2013/12/08/hotels-women-only-floors/3910931/ Nicole, C. (2013). National Pet Day: Cutest Resident Hotel Pets. Retrieved Retrieved on 30th August 2014 from http://www.fodors.com/news/national-pet-day-cutest-resident-hotel-pets-6668.html Roger, Y. (2010). Hotels try harder to woo travelers on vacation with kids. Retrieved on 30th August 2014 from http://usatoday30.usatoday.com/travel/news/2010-06-01-hotelvacation01_ST_N.htm Seyfarth, P., & Daniel, H. (2012). Religious accommodations: five practical pointers hospitality industry employers should consider. Retrieved on 30th August 2014 from http://www.lexology.com/library/detail.aspx?g=44085557-f82c-489c-bd68-793a0d519698 Shadow, S. (2010).Pet-Friendly Hotels Guide. Retrieved on 30th August 2014 from http://animals.howstuffworks.com/pets/pet-travel/pet-friendly-hotels.htm Read More