Hospitality industri jika diartikan secara sempit, mungkin banyak terpikir sebatas industri hotel, tempat menginap semata, tapi pada hakikatnya membicarakan hospitality industri cakupannya sangatlah luas, bukan hanya sebatas sebuah gedung dengan banyak kamar tidur dan berbagai pelayanan luxury memanjakan pelanggan di dalamnya.
Secara lebih luas, di eran modernisasi ini, hospitality industry dikenal lebih luas dengan lingkup “THE BIG 4” yaitu:
- Makanan dan minuman (food and beverage) yang mencakup restaurant, bar, lounge
- Perjalanan dan pariwisata (travel and tourism) yang mencakup maskapai penerbangan dan segala moda transportasi baik darat, laut, maupun udara serta agen perjalanan wisata.
- Penginapan (lodging) yang mencakup hotel dan berbagai tempat menetap sementara
- Rekreasi (recreation) seperti berkemah, memancing, main golf, surving, diving, tenis dan lain sebagainya.
Jika ingin di flashback atau tarik undur ke belakang sejarah hospitality industri sebenarnya tidak begitu jelas asal muasalnya, namun yang jelas konsep ini sudah ada sejak ribuan tahun silam, dan belangsung secara merata di seluruh dunia, dengan konsep keramahtamahan masyarakat sebuah koloni. Sebut saja misalkan Yunani Kuno, ada konsep perhotelan yang disebut dengan “XENIA” yang diartikan sebagai “persahabatan ritual” atau “persahabatan tamu” dengan aturan ramah tamah yang sakral (hospitium) di mana didalamnya terjadi berbagai interaksi timbal balik yang saling menyenangkan hati seperti tukar hadiah, saling memuji, saling kunjung dan memberi.
Dalam prakteknya “XENIA” sebagai praktik Theoxeny atau Theoxenia dari mitologi Yunani, yang menjadi tuan tamu harus menyediakan berbagai layanan dan fasilitas untuk tamu yang datang, seperti makan minum, tempat mandi, menginap, sampai pada pengawalan tamu ke tempat-tempat yang mereka tuju. Sebaliknya seorang tamu juga harus bisa menghormati dan menghargai tuan rumah, dengan menjaga sopan santun dan etika, terlebih bukan menjadi ancaman bagi tuan rumah.
Di era modern sekarang ini, mungkin tidak lagi terlihat berbagai tradisi sakral keramahtamahan tamu sebagaimana yang berlangsung pada jaman Yunani Kuno, tapi setidaknya ada satu hal utama yang terus berlansung dalam industri perhotelan ini, di mana pihak penyedia jasa perhotelan dan segala aspek pendukungnya mengutamakan keramahtamahan terhadap tamu yang datang, dan di sisi lain ada seperangkat aturan khusus yang diberlakukan kepada tamu agar tidak keluar dari kaidah moral dan etika selama menggunakan jasa dari pihak penyedia layanan.
Pada konsep yang luas “THE BIG FOUR” di atas ketika semua aspek terjalin dengan baik, maka tentunya akan menciptakan sebuah pengalaman luar biasa yang menyenangkan bagi mereka yang terkoneksi di dalamnya, baik itu penyedia layanan maupun pengguna layanan.
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