Attracting and Servicing Customers in Hospitality Industry - Article Example

Different people have different preferences when they choose a hotel to spend a night or eat a meal. Some of these qualities are influenced by price, location, service, and suitability. Moreover, apart from the choice of hotel, people travel to different destinations based on different reasons. As a result, the hotel industry has been affected greatly by different factors such as tourism or events like sports. We will look at business travel and sports tourism as analyzed by two different academic journals.  

Business Travel: Business travelers are one the largest segments of people who drive the hotel industry. Most of these travelers prefer staying at mid-level hotels and some select prefer luxury hotels for their superior service. As a result, hotels located in the mid-level segment are known to offer services to customers based on certain qualities. Some of the qualities include fair prices, rewards schemes, and good service (Swarbrooke, 2012). During the recent economic downturn that affected a lot of industries and sectors, the hotel industry was also greatly affected (Bowen, 2009, pp. 32-37). As a result, many hotel chains such as the Marriot International hotels strategically made it possible for their mid-level hotels to position themselves in attracting business travelers. Mid-level hotels have segmented their business in such a way that it allows for people to enjoy a long stay at the hotel with different services being offered (Kandampully, 2007, pp. 63). As a result, a lot of people enjoy amenities such as fast internet, conference rooms, and breakfast offerings that would endear business travelers to such hotels (Knutson, 2009, pp. 38). Hotels like the Cairo Marriot hotel and the Marriot Mumbai International Airport hotels are examples of hotels that are built purposely for catering to the needs of business travelers. The Marriot hotel chain is an example of a hotel chain that has perfected the art of attracting business travelers. The hotel chain has done this by offering a loyalty program that targets constant and loyal customers. The loyalty program allows loyal customers to earn points which gives them an opportunity of getting discounts and hotel packages unlike other customers (Davidson, 2008).

Sports Tourism: this is the newest phenomenon in the world of travel and in the hotel industry due to the number of people who travel. As a result, there are a lot of people who travel to different sporting events with the hope and aim of attending these events. Events such as the World Cup, Summer Games, UEFA Champions League, and other sporting events attract a lot of fans, and sportsmen or women who visit these events create a new kind of tourism that boosts the hotel industry (Knutson, 2009, pp. 36). As a result, a lot of hotels offer services such as quality service such as good food and ambiance that allows a fan or sportsperson to make use of hotel amenities in the event of attending the sporting event (Pritchard, 2003, pp 64-65). Some hotels offer services such as guided tours to stadiums, good gyms, and training facilities for sports travelers. Some hotels also offer secrecy and exclusivity that is needed by sportspeople who need a lot of exclusion to train and concentrate on their games. Another offering that is used by hotels is a location in terms of closeness to sports venues and the environment that allows sportspeople to work and attend sporting events. Sports events have the ability to draw large numbers of people who can then be turned into tourists and spectators (Turner, 2007, pp. 88-91). These people provide a good number of people who have to be offered quality services (Ritchie, 2009). For instance, the English team in the year 2010 stayed at the Pezula Resort Hotel and Spa which was located close to the stadium and venues where the team games were played. Many hotel chains are offering the same packages for the 2014 World cup to be held in Brazil.

Conclusion

            The hospitality industry is one of the largest sectors that work together with a lot of people working in different fields. As a result, many people have analyzed what drives this industry and some of the two factors are business travel and sports tourism. Services offered under these categories recognize quality, customers’ preferences, and other qualities. Some of the hotels that offer services under these categories include the Marriot hotel chain and others that have good services that good hand in hand with customers’ preferences.