Hospitality Meanings and Consequences Among Hotels Employees and Guests [Summary]
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The conception of hospitality seems to have a pentagonal form around personalization, comfort, relationship guest/host, hospitableness and warm welcoming dimensions. According to the study, warm welcoming seems to be an important dimension of hospitality. Studies also indicate that symbols of gratitude, such as drinks and presents, are viewed as a means of creating surprise and excitement in hotel hospitality. Additionally, building up long-term relationship especially with loyal guests and trying to stay in touch with them via letters, emails or Facebook is an effective way to increase guest loyalty. Remembering names of the guests appears as a personalized treatment and guests seem to highly appreciate such personalized care. Being able to remember the names, nationalities and personal information of guests makes them feel valued and important, and creates a good customer experience. According to study, hotel employees should be highly hospitable and use emotional intelligence when delivering services to better understand guests and to cater their needs. The employee hospitable attitude and behavior is identified as the major dimension of hospitableness. Such a hospitable attitude and behavior is deeply rooted in the Tunisian culture but also shaped by an increasingly awareness of guests cultures and by shared norms and values. In this regard, the results revealed that hospitality in the Tunisian context is embedded in the Mediterranean culture and especially in the North African one which receives guests by generosity and warm welcoming.