nm&wcU¨vjvwU
(Hospitality)t
nm&wcU¨vjvwU kãwU j¨vwUb n&mwcm& kã ‡_‡K
D™¢~`| hvi evsjv kvwãK A_© mivB ev cvš’wbevm| nm&wcU¨vjvwU n‡”Q AwZw_ I
AvwZ_¨KZv©i g‡a¨ m¤úK© ev AwZw_civqY AvPiY| Uªv‡fjvi ev †Kvb
e¨w³ GK RvqMv †_‡K Ab¨ RvqMvq †h †Kvb Kvi‡Y †h †Kvb evn‡b Mgb K‡i H ¯’v‡b
AvwZ_¨ MÖnb K‡i Zvi _vKvKvjxb mKj cÖKvi ‡mev, AwZw_i we‡kl Af¨_©bv I
Avb›`-we‡bv`bI Gi Aš—f~©³| Ab¨ fvlvq nm&wcU¨vjvwU ej‡Z Avgiv eywS Ggb Dò
mv`i, †hLv‡b AwZw_ wb‡R‡K H †nv‡U‡ji GKwU Ask e‡j g‡b K‡i Ges Zvi Pvwn`vi mKj
†mev cvIqv hvq|
nmwcU¨vjvwU
wkí (Hospitality Industry)t
nm&wcU¨vjvwU wkí Uz¨wiRg wk‡íi GKwU Ask| Avgiv hLb
AwZw_ ‡mevcivqY wk‡íi K_v ewj ZLb
GUv MV‡b mnvqZvKvix Ab¨Zg Dcv`vb ev Ask m¤ú©‡K Rvbv Ri“ix| Gi mnvqZvKvix Ask
Rvbv GB wk‡íi mv‡_ RwoZ mK‡ji `iKvi|
Avgiv †`wL nm&wcU¨vjvwU wkí `yBwU ¸i“Z¡c~Y© Ask wb‡q
MwVZ nqt
1| ‡µZv ev AwZw_ (The Customer
or Guest)
2| †mev cÖ`vbKvix
(†nv‡Uj, †i÷z‡i›U) (The Service Provider)
‡µZv (Customer)
ej‡Z Avgiv wK eywS?
‡µZv n‡”Qb Ggb GKRb g~j¨evb e¨w³ whwb Avgv‡`i Dci
wbf©ikxj bq, Avgiv Dbvi Dci wbf©ikxj Ges whwb Dbvi Pvwn`v Avgv‡`i Kv‡Q wb‡q
Av‡mb| GUv Avgv‡`i `vwqZ¡ `yBc‡¶iB jvfRbK †mev cÖ`vb Kiv|
‡µZvi cÖZ¨vkv¸‡jv
(Expectations of guests) wK wK?
‡Î“Zvi cÖZ¨vkv¸‡jv n‡”Q-
1| gvbm¤§Z `ªe¨ (Quality
of product)
2| UvKvi gvb (Value
for money)
3| gvbm¤§Z †mev (Quality
service)
4| Avivg`vqK cvwicvwk¦©K (Comfortable surroundings)
5| wbivc` I cwi¯‹vi-cwi”QbœZvi gvb (Safe and hygiene standards)
Avevmb
(Accommodation) LvZ t
Avevmb Lv‡Zi mvgMÖxKfv‡e cÖ‡hvR¨ wbw`©ó ‡Kvb ‡kYx wefvM
ev LvZ wek¦e¨vwc †bB| GKwU c×wZ‡ZB G‡K `yBfv‡M ‡kYxwefvM Kiv hvq| h_vt
1| A-evwYwR¨K- e¨w³MZ evwo, Avkªg
2| evwYwR¨K- †nv‡Uj
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