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Importance Of Customer Satisfaction In The Hospitality Industry

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INTRODUCTION
Background
The hospitality industry is a part of the service industry that includes lodging, theme parks, hotels, motels, cruise, transportation and many more. The hospitality industry is also one of the industries that are growing at a rapid rate every day because more and more tourist are motivated to travel to other cities and countries. Traveller refers to a person who goes from one place to another for the purpose of relaxation and pleasure. However, there are different types of tourist/travellers. One of the types of travellers is leisure travellers. This means that they go for the purpose of pleasure and holiday. Another type of traveller is called business travellers. This type of people travels …show more content…
However, it is not easy to gain customer satisfaction. Some types of customer satisfaction start from the simple things such as meeting customer expectations, maintaining room quality and also security of their customers and their belongings. Customer satisfaction is considered to be one of the most important outcomes of all marketing activities in a market‐oriented firm (Kandampully & Suhartanto, 2000). This problem occurs only in small to medium size hotels because larger hotels with the rating from 5 to 7-star hotels do not face these kinds of …show more content…
In this way, food and beverage outlets in a hotel play an important role in enhancing customer expectation. For example, hotels normally would have many guests from all over the world. This means that they expect something special given by the hotel to them. They're food and beverage outlet must satisfy the customers. It means that hotels should not serve only one type of food and beverage outlet. If they have only one restaurant in the hotel, they should make it a multi-cuisine outlet which means that they serve mostly all types of food from around the world. This may enhance customer satisfaction and make the guest

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