Prepared by: Hanin Dakhel Muhammad
Supervised by: Asst. Lect. Rana Zaher Salman Al-Janabi
Characteristics of Hotel Services
The characteristics of hotel services are not significantly different from those of services in general. These characteristics can be referred to, as mentioned in some literature, as: (Al-Ayeb 2010) (Abdul Samee 2006)
1. Intangible services: The guest (customer) cannot see, taste, feel, or touch them before the purchase process.
2. Perishability: Hotel services cannot be preserved for a period of time, and therefore the hotel owner may incur a loss when guests do not arrive at the hotel.
3. Interdependence (the inseparability of production from consumption): Hotel services are produced and consumed in the same location and require the presence of both the customer and the service provider, as they are produced and consumed simultaneously.
4_ Heterogeneity: Hotel service and quality vary over time because the service provider is an individual. Therefore, obtaining this service varies from time to time depending on the service provider and the fatigue and exhaustion they may face.
Fifth: The Importance of Hotel Service Quality:
After reviewing the concepts of quality, service, and hotel service quality, it is important to address the importance of quality in the hotel industry for a number of reasons, including increased interest in the services sector in general, and hotel services in particular, as a result of rapid technological developments, which have had a significant impact on customers’ desire to obtain high-quality hotel services. Furthermore, the intense competition in the services sector has forced management in these sectors to consider achieving excellence in the provision of hotel services. From the above, the essential benefits of hotel service quality can be demonstrated (Al-Azzawi and Al-Hawamdeh, 2010):
A- Quality leads to efficiency.
B- Quality creates real customers.
A- Quality is a financial return.
Service quality is of great importance to organizations that aim to achieve success and stability. In the field of commodity products, planning can be used in production and classifying products waiting for customers. In the field of services, customers and employees deal together in order to create and provide the service at the highest level. It is the responsibility of organizations to care for both employees and customers
