Hospitality

The service encounter took place at Cypress Lakes, a 5-star hotel resort in the Hunter Valley in NSW. The resort caters to the high-end of the tourism market, providing villa-style accommodation with a focus on their health spa and golf course facilities. The element of the service offering under investigation is ¡®In-Villa dining¡¯, or room service.

The origin of the hotel/hospitality industry is a mystery. From the looks of the history, the Tabernas serviced travelers on the Iters during the Roman Empire. During the 11th and the 13th centuries the Catholic Church was solely responsible for providing accommodation and hospitality to the Crusaders.

The travel industry as a whole is a modern phenomenon that surfaced after World War II. This was due mainly to the political freedom, economic wherewithal, and social equality that spread across the world. With the advancement of technology allowing people to travel to just about every part of the world, the hospitality indus...