COVER STORY
Increasing Customer Supremacy: hospitality industry
N.Vijayagopalan
T
he hospitality industry has been acknowledged as a major segment driving the economy of India in a significant manner. This has turned out to be an extremely competitive industry and businesses operating within it are straining every nerve to keep up with the latest trends, lest they would be left behind. Keeping pace with the wider industry has emerged as a pressing necessity for all its segments and it is one of the ways owners can help to ensure their business is delivering an excellent customer experience. A close look at the hospitality market in India shows a few significant trends right now. The hospitality industry is a diverse one and includes everything from hotels and other accommodation types, through to restaurants, bars, travel agents and tour operators. These trends are more or less typical across the industry.
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HRA Today
December 2019
Tourists or travellers are becoming increasingly desirous of enjoying local experiences. Many of them are driven by the desire to experience a life different from their own in authentic way in the location they visit. Businesses in the hospitality industry have started to responding to this by catering to their demands. Hotels provide local products. Other options like Airbnb and farmhouse accommodation offer a more authentic guest experience. Travel agents and tour operators help travellers to take part in local activities. There is a major shift in the care and caution exercised by travelers in the foods they consume. Till the recent past, a significant section of the hospitality industry was made up of fast food restaurants and bars selling sugary alcoholic drinks. However, the current scenario is witnessing
