ABSTRACT
This chapter focuses on some key elements defining the hospitality experience, including the interaction between host and guest, whereby the host provides accommodation and/or food and/or drink to the guest with the objective of making a profit. Organisations that create, stage or deliver a hospitality experience seek to add value through both tangible and intangible products. And although student can present hospitality in many different shapes and forms, in the commercial hospitality industry, the tangible and intangible products that go into the experience Create, stage or deliver. Another unique characteristic of the hospitality experience becomes clear when student define a hospitality product as ‘anything that can be offered to a market for attention, acquisition, use or consumption that might satisfy a want or need, physical objects, services, places, organisations, and ideas’. The customer’s own interaction with other customers also takes place prior, during and after the hospitality experience.
