have you ever thought of a basic question such as what is hospitality industry? there may be a variety of definition. but we may tentatively define that hospitality industry is a business to make your. guests happy and pleasant with your personal service and attitude. people become happy and pleasant when their needs are met as they expect. they become unhappy and frustrated when their needs are not met by others. this seemingly simple ruleforms a keypoint for you to become a pleasant compenion of your tourists. in thisregard, an expert guide or a hotel employee is a master to handle the following two questions.