Chapter 1

Introduction to Hospitality
(Hospitality & Tourism)
 The Pineapple Tradition
The pineapple has enjoyed a rich
and romantic heritage as:-

a) A symbol of welcome
b) Friendship
c) Hospitality
The pineapple also has
been internationally
recognized as;-

a) A symbol of
hospitality and,
b)A sign of friendliness,
warmth, cheer,
graciousness and
conviviality.
 Hospitality & Tourism
• Largest and fastest growing industry in
the world.

• One of the most exciting aspect of this

industry is that it is made up of so many
different professions.
• There are some powerful and common
dynamics, which include the:-

a) Delivery of services and,

b)Delivery of Products and the
customer/guest impressions of them.
(Front-of-the-house)
Staff or employee who has a direct
contact with a guest or customer. He or
she will greet, welcome, assist, provide
and deliver a good services and products
to the guest as well. He or she also become
a person who will give a great good first
impression to the guest too.
 Definition
(Back-of-the-house)
Staff or employee who has an indirect
contact with the guest or customer and
performing duties behind the scenes the
profound and most challenging reality of
working in this industry. He or she may or
may not has a limited time to meet the
guest too.
 Front-of-the-House
• The several front-of-the-house staff
members, such as:-
- Food server, waiter, waitress
- Bartenders
- Greeters
- Managers
- Bus Attendants
FOTH – Staff Members
Front Desk
Bar & Lounge
Waiter & Waitress
Receptionist
Flight Attendants
Tour Operator
e.g – Tour Guide
 Back-of-the-House
• The several back-of-the-house staff
members, such as:
- Chefs
- Housekeepers, houseman
- Dishwasher and stewards
- Food purchaser
- Night audit, cost controller
- Public Area (maid)
BOTH – Staff Members
Professional Chef
Exec Housekeepers &
Housekeepers
Operator/Tele-operator &
Reservation
Trash Area
By the way, both front of the
house and back of the
house are IMPORTANT to
deliver an excellent service to
the guest or customer.
In this hospitality industry,
sometime the employees have the
ability to affect the human
experience by creating powerful
impressions – even brief
“moment of truth”.
• People leave their homes temporarily
(whether alone or with others) to
travel.

• So that, in tourism, think of many

people who provide services to
travellers and have responsibility of
representing their communities and
creating experiences that, when
delivered successfully, are
pleasurable and memorable.
• These are the people who;

- Welcome
- Inform,
- Comfort, and,
- Care for tourist and,
- Collectively a part of a process that can
positively affect human lives and well-
being.
Why People
Travel ??
Holiday
Leisure
Medical Purposes
Religious Purposes
Education Purposes
Sport
• People travel for many reasons. A trip
away from home might be for:
- vacations,
- work,
- Holiday
- Religious
- Medical purpose
- to attend a conference,
- or maybe even to visit a college campus,
etc.
• Regardless of the reason, under the
umbrella of travel and tourism, many
professions are necessary to meet the
needs and wants of people who are away
from home.
• The hotel business provides job
opportunities to many associates who;
- Help make reservations,
- Greet,
- Assist and
- Serve guests in hospitality operations of
varied sized and in locations all over the
world.