HGE401 Discussion Forum

The statement “Work is theatre and every business a stage” indicates the dramaturgical aspect in the understanding of the service experience. To be specific, the front staff can be seen as an actor while customers are audiences. Performance refers to what value is created. Additionally, back-stage and front-stage represent behind the scenes and in front of customers on the scene respectively. Pine and Gilmore employ this metaphor to stress the significance of staging memorable experiences and engaging customers. Regarding the rise of the new economy, other skills and qualities rather than delivery services are called to upgrade ordinary offerings that can potentially impress customers (Grant, 2016).

Grant, Y. (2016, November 22). The Experience Economy: Business is Theatre with Joseph Pine II. Retrieved October 28, 2019, from https://www.youtube.com/watch?v=W45PVuivsdc/            
         

1. In Telfer’s paper, the concept of hospitableness has been discussed critically. Telfer stressed the significance of hospitality-setting in developing emotional value since the ultimate goal hoteliers would like to achieve the highest level of customers satisfaction and loyalty. However, Telfer has suggested that truly hospitable attitude is strongly encouraged which is motivated by the indeed care of guests. Moreover, it should not be practised for the intention of repayment. Personally, I think that Telfer’s idea may not completely applicable as personality is difficult to change. Hoteliers should embrace his/her own personality within the limit to ensure guests are being treated respectfully and politely.

2. In order to be well-prepared and success in the hospitality industry, I believe that qualifications/experience is pivotal since I should have chance to learn a number of practical and management skills including working with others in hospitality service, providing quality customer service and participating in safe work practices. Another thing I would like to mention is Professionalism which will be presented through my appearance, my behaviour towards my co-workers and my guests. Lastly, confidence is also pivotal as I need to confident to ensure I am able to communicate in an understandable way which can assist me in cultivating a good relationship with customers.

3. Being professional in the hospitality industry can be recognised in the way of interaction with colleagues, customers and also in the way one presents own’s self. Additionally, professionalism can be seen in an individual who has the ability to make decisions independently, who can fit himself in a professional team and be able to provide premium quality of service (Jones, 2019)

Jones, P. (2019). What makes a hospitality professional? - Insights. [online] Insights. Available at: https://insights.ehotelier.com/insights/2018/06/12/makes-hospitality-professional/ [Accessed 14 Oct. 2019].