Page 20 - FUNDAMENTAL OF HOSPITALITY INDUSTRY

Fundamentals of Hospitality Industry

2 TWO-WAY COMMUNICATION

Hospitality
interaction
offers
between guests and staff (service
providers). A guest will be treated
personally and entertained by the
staff.

Two-way communication is one
important element that requires the
involvement and participation of
both users and service employees in
the service delivery process in order
to achieve excellent service.

RELATIONSHIP-BUILDING

The survival of the hospitality sector
depends on repeated customers for
3 survival. Building long-term
relationships with customers can help
industry generate consistent revenue
regardless of the seasonality of the
economy and, at the same time, build

their brands' reputations through the
positive word-of-mouth of loyal
customers. The hospitality industry
use a variety of strategies that
promote brand loyalty, such as
membership programs that offer
benefits and rewards to loyal
customers.
PAGE I 13