NATURE OF HOSPITALITY INDUSTRY

Hospitality – derived from the Latin word hospitaire meaning to receive as a guest

- refers to the relationship process between a guest and a host

- one which generates a number of varied and interesting responses, depending upon the
nature of the constituency to which it is put

- The reception and entertainment of guests, visitors or strangers with liberality and goodwill

Hospitality Services – known as accommodation sharing

Hospitality and Tourism Industry – meets the needs of people with kindness and goodwill while they are
away from their homes.

 The H&T Industry is about service.

 The H&T Industry is about diversity. A range of different things.

 The H&T Industry is about entrepreneurs. It is all about business.

 The H&T Industry is complex. Consisting of many different and connected parts.

There are four sectors of the hospitality industry:

 Food and beverage – food service industry

 Lodging – accommodation, place to sleep

 Recreation – activity that people do for rest, relaxation and enjoyment

 Travel and tourism – those people with services that promote travel and vacations; business of
moving people from place to place

Management and Supervision in Hospitality Services

Management

- Probably means the group of people (executives and other managers) who are primarily
responsible for making decisions and/or program directors.

– refers to the set of activities, and often the group of people involved in four general
functions

Four general functions:

 Planning – including identifying goals, objectives, methods, resources needed to carry out
methods, responsibilities and dates for completion of tasks. Examples of planning are strategic,
business, project, staffing, advertising and promotion.

 Organizing Resources – to achieve the goals in an optimum fashion. Examples are organizing new
departments human resources, office and file systems, re-organizing businesses
  Leading – including to set direction for the organization, groups and individuals and also
influence people to follow that direction. Examples are establishing strategic direction (vision,
values, mission and/or goals) and championing methods of organizational performance
management to pursue that direction.

 Controlling or coordinating – the organization’s systems, processes and structures to effectively

and efficiently reach goals and objectives. Example include use of financial controls, policies and
procedures, performance management processes, measures to avoid risks.

HOTEL – French word meaning “host” which means townhouse or any other building seeing frequent
visitors

- An establishment that provides paid lodging, on a short-term basis; provides

accommodation, meals and other services for travelers and tourists

Hotelier – owner, chairman, CEO of hotel

CLASSIFICATION OF HOTELS

Factors to Consider in Classifying Hotels

 Location and Target Market

Classified as:

Airport Hotel – hotel near the airport. The hotel does not have to be connected to the airport
(although some are) or even adjacent to it; it could be located up to five miles away. Most
airport hotel have a shuttle to and from terminals.

Boutique Hotel – a term originating in North America to describe intimate, usually luxurious or
quirky hotel environments. Boutique hotels differentiate themselves from larger chain or
branded hotels by providing an exceptional and personalized level of accommodation, services
and facilities. It ranges from 3 to 100 guest’s rooms.

Capsule Hotel – type of economical hotel where people sleep in stacks of rectangular container.

Commercial Hotel

Residential Hotel – basically an apartment building offering maid service, dining room and room
meal service.

Resort Hotel – a luxury facility that is intended primarily for vacationers and usually located near
special attraction such as beaches and seashores, scenic and historic areas.

Tree House Hotel – built with living trees as structural elements

 Size

Small – not more than 150 rooms

Medium – with 151 to 299 rooms

Large – with 300 to 600 rooms

 Major – more than 800 rooms

 Levels of Service – (1) World Class Service, (2) Mid-Range Service Hotel, (3) Economy or Limited
or Budget Hotel

 Ownership and Affiliation

Independent Hotel / Single Owner Hotel – private hotels

Chain Hotel

World-record Setting Hotels

 Tallest- the tallest hotel in the world is the Burj Al-Arab in Dubai, United Arab Emirates at 321
meters or 1,053 feet.

 Largest – the current largest hotel in the world is First World Hotel in Genting Highlands,
Malaysia. It has a total of 6,118 rooms.

 Oldest – according to the Guinness Book of World Records, the oldest hotel still in operation is
the Hoshi Ryokan, in Awazu, Japan. It opened in 717 CE, and features hot springs.

Star Rating System

 5-star Hotel – more luxurious premises (examples: Solaire, Marriott, Peninsula)

 4-star Hotel – larger and provides excellent services

 3-star Hotel – more spacious rooms

 2- star Hotel – better equipment

 1-star Hotel – limited range of amenities

DIFFERENT OCCUPATIONS IN HOTEL

 Organization Structure – framework that assigns responsibilities and channels of

communications

 Organizational Chart – a schematic depiction of relationships between job

 Division – a grouping of related departments

 Department – an independent activity that contributes to business.

 FRONT OF THE HOUSE

Front Desk Clerks – verifies a guest reservation, room check availability

Porter/Bell boy/bellhops – primarily handle guest’s baggage

Concierge – provides information and facilitation to in-house guests and visitors;

Valet – provides car parking services to the visitors of the hotel

 Transportation Supervisor – responsible for all hotel owned transport and services provided by
drivers

Housekeeper – one who is responsible for those things that the guests needs.

Room Serice – a service provided in a hotel allowing guests to order food and drink to be
brought to their rooms

Waiter/Waitress -

 BACK OF THE HOUSE

Executive Chef (Group Chef)

Sous Chef (Deputy Chef) – second in-command in kitchen

Chef de Partie (Station Chef) – a cook in a particular area

Kitchen Porter/Kitchen Assistant – keeps the kitchen clean, safe and hygienic

Dishwasher/Kitchen Steward – washing of dishes

 Sales, Marketing and Advertising Department

 Engineering & Maintenance Department

 Information Technology – procuring and maintaining hardware, installing software; troubleshoot

problems

 Security Department

HOTEL ROOM SUPPLIES AND AMENITIES

Hotel Amenities – is something of a premium nature provided in addition to the room and its basics
when renting a room at a hotel, motel or other place of lodging.

Types of Hotel Rooms

 Single – a room assigned to one person. The room size or area of single rooms are generally
between 37 – 45 square meter.

 Double – a room assigned to two people. The room size is generally between 40-45 square
meter.

 Triple – a room that can accommodate three persons and has been fitted with three twin beds,
one double bed and one twin bed or two double beds.

 Quad – a room assigned to four people. May have two or more beds.

 Queen – a room with a queen-sized bed.

 King – a room with a king-sized bed. May be occupied by one or more people.

 Twin – a room with two twin beds.

  Suite/Executive Suite – a room with one or more bedrooms and a separate living space.

TOURISM INDUSTRY

Tourism – is travel for pleasure or business; also the theory and practice of touring, the business of
attracting, accommodating and entertaining tourists and the business of operating tours.

The main benefits of tourism are income creation and generation of jobs.

- A social, cultural and economic phenomenon which entails the movement of people to
countries or places outside their usual environment for personal or business/professional
purposes.

Tourist – someone who travels at least 80 km from his or her home for at least 24 hours, for business or
leisure.

Tourists can be:

 Domestic – residents of a given country travelling only within that country

 Inbound (non-residents travelling in a given country

 Outbound – residents of one country travelling in another country

Reasons for Hospitality and Tourism Industry Growth

 Changing patterns of government regulations

 Relaxation of professional association restrictions on marketing

 Privatization of some public and non-profit services

 Technological innovation

 Growth in service chains and franchise networks

 Internalization and globalization

 Pressures to improve productivity

 The service quality movement

 Expansion of leasing and rental business

 Manufacturers as service providers

 Pressures in public and non-profit organization

 Hiring and promotion of innovative manager

 Human Resource Management in Tourism

Human Resource Management

 A whole consisting of inter-related, interdependent and interacting physiological, psychological,

sociological and ethical components.

 The total knowledge, skills, creative abilities, talents, aptitudes as well as values, attitudes,
approaches and beliefs of the individual involved in affairs of organization

 Managing employment, development compensation and utilization of human resource

Top 6 Management Issues in the Hospitality and Tourism Industry

1. The Constantly Changing Expectations of Customers. Customer is the king in the hotel. The
purpose of the industry is to keep customers happy but the margins are now decreasing. As a
hotel manager, you need to find ways to delight the customers.

2. Continued Technological Changes and Regular Innovation. Technology in the H&T industry is
helping transform businesses in the current competitive era.

3. Political and Security Challenges. The threat of terrorism today has changed how people travel
and where they travel.

4. Skilled labor shortage, staff turnover and irregular working hours. Employees in the hospitality
industry are forced to deal with long and sometimes irregular working hours.

5. Booking and Revenue Challenges. Guests have several options to choose from, which has forced
managers to up their marketing and advertising.

6. Seasonality of the Hospitality Industry. There is a peak season and lean season in hospitality
industry.

10 Things Successful Tourism Operators Do Differently

1. Spend time working on their business.

2. They understand their ideal customers.

3. They don’t compete on price.

4. Consumer-direct booking focus.

5. Understand what influences their customers.

6. They offer an exceptional experience.

7. Willing to say “no”.

8. Committed to creating content.

9. Invest in their website.

10. Build relationships with influencers.

 Strategic Management in the Tourism Industry

Strategic Management

 consists of analysis, decision and actions that are undertaken in an organization order to
create and sustain competitive advantages

 concerned with analysis and strategic goals (vision, mission and strategic objectives)
including the internal environmental analysis.

Bridging the Gap

How to bridge the gap?

 Understand your services through the eyes of your guests.

 Study the issue and make some research.

Assignment: (to be pass on Monday, Feb 4, 2019)

Write a reflection paper about the trending issues when it comes to hospitality and tourism industry.
Cite at least 5 issues and your insight about it. (in one sheet yellow paper)