It is an intangible service that exists but difficult to describe,understand and to see. It is about creating a sense of well being to the guest, making them feel well and valued and showing a warm welcoming behaviour. At the same time, the needs and want of the guest are looked after to provide the personal services. It requiresthe inter personal skill i.e. loyality, willingness, honesty, reliability etc.
It us refer to the tangible services provided to the guest that can be touched or felt physically or that can be clearly seen. It is the product of industry that is regarded as physical facilities that a costumer buys uses, it is not possible to provide good personal service without the back up off material service.