Definisi Hospitality/ Definition Of Hospitality

      Purwani Ramadhani Wulansari

D3 Kepariwisataan A

Gadjah Mada University

Definisi Hospitality/ Definition Of Hospitality

1.      The American Heritage® Dictionary of the English Language

hos·pi·tal·i·ty  (hsp-tl-t)

n. pl. hos·pi·tal·i·ties

1. Cordial and generous reception of or disposition toward guests.

2. An instance of cordial and generous treatment of guests.

2.      Collins English Dictionary – Complete and Unabridged © HarperCollins Publishers 1991, 1994, 1998, 2000, 2003

hospitality [ˌhɒspɪˈtælɪtɪ]

n pl –ties

1. kindness in welcoming strangers or guests

2. receptiveness

3.      from Ambrose Bierce's Devil's Dictionary

hospitality = N. the virtue which induces us to feed and lodge certain
persons who are not in need of food and lodging.

4.      Jed Arrogante  Director of Sales and Catering and Angela Hueth , Sales Manager - The Westgate Hotel, San Diego, California 

Hospitality is “Providing your guest with the same amount of attention and service as you would expect if you were in their shoes.”   

5.      Mike Henning, Founder and President Henning Family Business Center, Effingham, IL

“When it comes to hospitality my thoughts drift toward Marriott.  Based upon my travels of 23 years plus throughout the United States of America, Europe, Scandinavian countries, Caribbean Islands, etc., the following are  my thoughts on hospitality.  Hospitality is   – To be invited and made to feel genuinely welcomed and relaxed. To be treated with a disposition of cordiality, reception and support. To be professionally guided by the host to meet and exceed the guest’s expectations. 

6.      Manhar P. (M.P.) Rama, CHA,  Chief Operating Officer  JHM Hotels, Greenville, SC

“Hospitality is being a Service provider. A Hotelier taking care of their guests is like a Doctor treating, caring, comforting and thinking about the well being of their patients.

7.      Jennifer Calhoun MBA, CHE,  Assistant Professor/Director, Hospitality and Tourism Institute (HTI),  Prince George's Community College,  Largo, Maryland  

“For me Hospitality is defined as "self discovery."  This might sound trite, but it is based on the tenet that as humans we need other people who allow us to discover our strengths and weaknesses.  So, hospitality provides the medium for us to explore different places, culture and things.”

8.      Shannon Evans, Manager, Strategic Planning, Phoenix AZ

“To me, hospitality is about exuding warmth....genuine care....an innkeeper showing pride and sincere offering of their "space"...Me casa su casa.”

9.      Doug Kennedy, President and Founder, Kennedy Training Network, Hollywood, FL

“Hospitality is treating others with warmth and generosity, authentically! “

10.  Phillip Alfus , President and CEO, The Alfus Group, , New York, NY

“Hospitality requires a Passion for serving”

11.  Ramesh Gokal, CHA President & COO VISTA INNS  Murfreesboro, TN 

Here is the definition of Hospitality I generally use: “Hospitality is providing outstanding hotels with exceptional associates, for ecstatic guests and delivering defined optimum results in profitability to the owners and investors.”

12.  Caroline A. Cooper, CHA, Ed.D, Executive Director, Business & Hospitality Relations, Johnson and Wales University, Providence, RI .  Dr. Cooper is also the current chair of the AH&LA Educational Institute’s Certification Commission.

“I have been teaching this subject for a number of year and find that people try to put it in a small box.  I suggest and finally have resolved to use the following: Hospitality – The care and feeding, and their supporters who care, for people away from home. This really does expand the skills and knowledge of where our students may eventually find themselves - Vast areas that many may not have thought that really belongs to hospitality.  Originally, I used just the Care of Feeding of People away from Home.  I have since amended it to include those  people who are the suppliers, association groups etc.  –  An interesting exercise is to divide groups of students into their areas of interest- hotel- food- Travel and tourism- and Sports, event and meetings-  Let them then define the different aspect, segmentation etc. and when finished put it all on the board.  Most students have never thought their options were so vast or that the skills and knowledge and attributes we teach are transferable across all of these options. “

13.  Jean-Claude Koster, CHA, EHL, Président, Koster Associates, Consultants to the hospitality Industry, Madrid – Spain

“As your article leads to express, there may be many definitions of Hospitality. Some may be more meaningful to the customer; some other, more meaningful to the professional. I wish to contribute with a couple, addressed to the professionals: Hospitality is to create a working atmosphere that empowers and motivates "front liners" to furnish guests with a memorable experience. Hospitality may be obtained by creating a wise combination of three crucial elements: a well conceived architecture in the largest sense; the design of an operational concept that may fulfill all expectations; and a human factor with the attitude and proven aptitudes to deliver excellence. “

14.  Jean Keijdener, Country General Manager, Executive Office, Somerset Palace, Seoul, South Korea 

Here is my (quick) definition of Hospitality:
H = home: the original ‘Public House’ was exactly that: a house where the inn-keeper welcomed  strangers to stay with him: at a (fair) rate 
O = openness: a place where one is welcomed with openness: genuine and caring
S = secure: where you are ensured that you can indeed sleep without a worry
P = peaceful: in order to be refreshed upon departure
I = intelligent: a place where they have given your stay more than a good thought
T = trust: the re-assurance that you are ‘not taken for a ride’
A = able: where there are ‘able’ men (and women) there to serve you
L = listen: where one is being listened to
I = informative: where you can gather news and information as well as share it
T = together: in the sharing warmth of other travelers and providers
Y = YOU: are our Number One: the Guest 

15.  Zay Ya  Min Din,  Managing Director  Amazing Hotels and Resorts,  Yan Yangon,  Myanmar

1. Hospitality means patient listening and understanding of people’s feeling and desire.
2. Hospitality is no religion, no nationality and no border.           

16.  David Opele, Intercontinental Hotel,  Nairobi, Kenya

“I would like to agree with your definitions of hospitality.  My definition is simple - it is the offering of kind reception, accommodation and entertainment to a stranger, a friend or a partner in business”

17.  Jim Khoo, General Manager, Holiday Inn Xi'an Greenland Century City (Pre-opening Office), West High-tech Development Zone , Xian ,  PR China

“Greetings from the Ancient City of China, Xi’an. My definition for hospitality will be “providing local knowledge to our customers”,” gracious good bye”, “knowing the culture of each individual”. 

18.  Utsav Arora, Graduate of International Hotel Management Institute,  Lucerne, Switzerland. He is currently living in India and planning to open a restaurant there. 

One can notice that hospitality may have two different meanings. The first one from the point of view of the guest and the second one from the point of view of the service provider or the so called the server. A guest would define 'hospitality' as a process which takes place in a hotel, restaurant etc. where he/ she receives' a service that is beyond his/ her expectations. However on the other hand a server may define 'hospitality' as a simple process in which they can impress the guests without putting one's life in danger. For example if a server just smiles when he/ she serving the guests he/ she can count himself/ herself in the good books of the guests.  

19.  ed. iannarella, president, stonehenge consulting group  lancaster, pa.   relocating to Ft Myers, FL late 2008 

"Hospitality necessitates an ongoing humility from us, the practitioners. It requires our natural instincts of being right to become deferential to our guests and our prospects. To these people, it should convey a feeling of safety from a physical AND an emotional perspective. Hospitality is the reason my business card is replete with all lower case letters out of respect to the capital letters in my life (my clients)."

20.  Dr. John Hogan CHE CHA MHS
October 29, 2008

·         Hospitality is much more than a word today. It has become an industry that runs the danger of becoming too high tech, with too little high touch. 

·         Hospitality should have many adjectives, but many of us cannot precisely define it. 

·         Hospitality means providing service to others, yet not being cast as a servant. 

·         Adjectives that should apply to Hospitality include: Attentive, courteous, amiable, cordial, agreeable, gracious and welcoming. 

·         Hospitality also means demonstrating consistent excellence and quality in people skills (staff and guests), product and ambiance. It should also mean profitably providing value and worth at any price level, while demonstrating your own unique points of distinction. 

·         Hospitality should be smiles, trust, caring and sharing your operation’s success, regardless of you job title. 

·         Most of all, Hospitality should be a “place”, where people can still be exceptional individuals, where they can extend their own personality and style. 

·         Hospitality  is a place and a feeling where one can build their own self-esteem and pride, by providing positive memories and experiences to our guests.

21.  Conciere Oxford Dictionary

hospitality didefinisikan sebagai kata friendly yang artinya ‘ramah’ yang murah hati atau dermawan dan memberikan hiburan kepada tamu atau orang baru. Kadang-kadang sering digunakan untuk memberikan perlakuan istimewa terhadap tamu yang tinggal dan menggunakan fasilitas keramah-tamahan. Adapun industri hospitaliti dapat diartikan sebagai perusahaan yang terlibat dalam penyediaan jasa untuk tamu.

22.  Baker dan Jeremy (2001)

Hospitality a commercial contract to enter into service relationship that involves supplying the amenities, comforts, conveniences, social interactions, and experiences of shelter and entertainment that a guest or customer values

23.  Kata hospitalitas adalah terjemahan dari kata benda Latin hospitium (atau kata sifatnya hospitalis), yang berasal dari hospes, yang artinya “tamu” atau “tuan rumah”. Konsep ini juga dipengaruhi oleh kata Yunani xenos, yang menunjuk kepada orang asing yang menerima sambutan atau yang melakukan penyambutan terhadap orang lain. Jadi kata aslinya memperlihatkan suatu lapisan makna, yang di baliknya terkandung makna lebih dalam. Terjemahan langsung dari kata Yunani untuk hospitalitas dibentuk dari dua bagian, yaitu cinta kasih dan orang asing, yang secara harfiah berarti “cinta orang asing”. Mencintai orang asing ini seperti dalam 1 Petrus 4:9: “Berilah tumpangan seorang akan yang lain dengan tidak bersungut-sungut.” Akar kata “orang asing” (stranger) juga berarti “yang dijamu”, “menjamu”, atau “yang diberi kejutan”. Cinta kasih kita membawa kita untuk menjamu, sementara orang asing membawa kejutan yang menggembirakan bagi kita.

24.  Hospitalitas sejati lebih dari sekadar mengundang orang-orang makan malam di rumah kita. Hospitalitas lebih daripada suatu tindakan atau pikiran, tetapi suatu cara khusus memandang dunia. Menurut Michele, dalam bentuk paling sederhana, hospitalitas merupakan cara memandang orang asing melalui mata Yesus. Ini berarti memilih mencari Yesus dalam diri orang asing. Hospitalitas berarti mencintai orang asing. Oleh karena itulah, hospitalitas adalah suatu pilihan. Kita menolak kecurigaan terhadap orang asing sebagai reaksi pertama. Kita memilih membiarkan beberapa orang di luar pengawasan kita ketika kita menjumpai orang asing dan ketika kita berinteraksi dengan beberapa teman lama. Kita memilih menantikan kejutan dari orang asing.

25.  Horner and Swarbooke (1996)

hospitality as “all companies involved in providing services for guests (hotels, inns, restaurants, and other recreational activities)”