MACRO PERSPECTIVE OF TOURISM AND HOSPITALITY

WEEK 1

Hospitality- derived from the Latin word Hospitare, meaning “to receive as a guest”. It refers to the act of
providing food, beverages, or lodging to travelers.

Hospitality Management- Involves the planning, organizing, directing and controlling of human and material
resources within the lodging, restaurant, travel and tourism, institutional management, recreational management
and meeting and convention planning industries.

The Hospitality Industry- comprises of businesses that provide accommodations, travel, food and beverage
and entertainment to the travelling public.

SCOPE OF THE HOSPITALITY INDUSTRY

1. Lodging segment
 Hotels, Inns, Motels, Pensions, Resorts

2. Food and Beverage Segment

 Restaurants
 Fastfood
 Catering

3. Entertainment and Recreation

 Attractions, Gaming, Parks, Clubs

4. Travel and Tourism

 Transportation, Travel Agencies, Tour Operators

DEPARTMENT IN THE HOTEL

1. ROOMS DIVISION- The rooms division consists of the following departments:

 Front Office-
 Reservations
 Housekeeping
 Concierge
 Guest services
 Bell Service
 Valet

Front Office- considered the hub or nerve center of the hotel. It is the department that makes a first impression
on the guest and one that the guest relies on throughout his or her stay for information and service.

Reservations- refers to an arrangement by which lodging operators hold accomodations for guest who will be
arriving at some later time.

Housekeeping- is responsible for the cleanliness, appearance, and condition of the entire hotel.

Concierge- is a uniformed employee of the hotel who has her or his own separate desk in the lobby or on special
concierge floors. The concierge is a separate department from the front office room clerks and cashiers.

Guest Service department or uniformed staff is headed by a guest services manager who may also happen
to be the bell captain. The staff consists of door attendants and bell persons and the concierge- although in some
hotels the concierge reports directly to the front office manager.
2. FOOD and BEVERAGE DEPARTMENT
 Kitchen
 Hotel Restaurants
 Bars
 Stewarding Department
 Room Service/ In –Room Dining
 Catering and Banquet Department

3. HUMAN RESOURCE DEPARTMENT- is headed by the Human Resource Director or manager who directly
reports to the General Manager and is responsible for the performance of his department.

Functions of human resources:

1. Hiring
2. Compensation
3. Evaluation and management
4. Promotions
5. Managing Relations
6. Planning
7. Training

4. SALES and MARKETING

Sales-is a term used to identify the income an organization receives as a result of doing business. The term is
synonymous with revenue.
The Sales department is responsible for making sales to guest in the target market to increase market share.
Sales can be to new accounts or existing ones. Each sales department is organized in a way that best suits the
organization.

Marketing- is the process of planning service products, finding the right place to locate, and pricing and
promoting products to attract sufficient numbers of customers/ guest and to create exchanges that will satisfy
both their needs and the goals of the hospitality enterprise.

Elements of Marketing

1. Product
2. Place
3. Price
4. Promotion

5. ENGINEERING DEPARTMENT

BASIC TERMINOLOGY:

Deluxe Hotel- is a hotel that is upscale and typically costs more than the average accommodation.

Motels- a lodging establishment that caters to travelers with automobiles and provides self- service parking on
premises.

Inn- a small, typically rural, lodging establishment that may or may not serve food.

Lodge- a lodging establishment associated with a particular type of outdoor activity, such as ski lodge or hunting
lodge.
Nursing Home- is a residential facility that provides lodging and foodservice for people requiring nursing or
related care. Those residing in nursing homes tend to be temporarily or permanently infirm physically or mentally.

Resorts- refer to lodging facilities usually located at popular vacation locations which offer recreational activities
such as golf, tennis or casino gambling.

Dormitory- refers to a lodging facility affiliated with some educational or other institution that provides sleeping
accommodations for those in residence.

Standard- standard hotel rooms usually mean the most basic room, standard amenities and furnishings.

Economy- are those hotels with affordable and basic needs of staying in hotels.

Front of the house- refers to department or personnel that works with direct contact with guest.

Example: Front office, food and beverage, sales and marketing, security

Back of the house- Refers to department or personnel that performs behind the scene.

Example: housekeeping, finance, engineering, human resources

WEEK 2

A. How did the Hospitality Industry Originated?

Ancient History

Classic Greek and Roman Days

The concept of hospitality is extremely old; people were hospitable because of their own superstitious fears
that a stranger was either God or a representative of evil spirits, perhaps even the devil himself.

In ancient Greece, hospitality was provided by certain elements of religion; missionaries, priest and pilgrims
formed a very large part of the travelling public. The accommodations were meager, providing only shelter and
the barest of sustenance. In the earliest times, they were operated by slaves who belonged to the temples of
holy places. Gradually, freemen replaced the slaves, but even they were considered to be of low social prestige.

In ancient Rome, the inns were large mansions. Owner of these inns would not allow guest to stay unless
they carried a “letter of eviction”, which was permission to travel from government officials.

In early days in the Near East, caravans crossing vast desserts, stopped at caravansaries. These were
accommodations that surrounded large courtyards. There were simple structures consisting of four walls that
provided protection against marauding enemies who attacked under cover of darkness. Within the walls,
platforms were constructed upon which the travelers slept.

In the later years of the roman Empire, taverns and inns provided shelter for travelling merchants, actors
and scholars. Accommodations were still primitive. The high point of this era in terms of hospitality was the
development of the post-houses along the caravan routes. In his writings, Marco Polo described the post-houses
known as yams as apartments suitable for a king.
During the Middle Ages, it was considered the duty of Christians to offer hospitality to travelers and
pilgrims. In many instances, monasteries functioned as inns, providing accommodations and food for the weary
travelers.

During the reign of Charlemagne, he enacted a law setting out the duty of a Christian to provide free
resting-place for a traveler as well as food. Up to this period the rendering of hospitality was considered a
charitable donation springing from religious belief rather than a business venture.
 In the year 1282 in Florence, Italy, the great innkeepers of the city incorporated a guild or association for
the purpose of turning hospitality into a business.

Colonial Period (16th to 18th Century) - Public Coach service was put into effect around 1650. The coaches
ran between major cities and stopped wherever passengers wanted (similar to the way of bus lines operate
today). Coach inns were built the routes primarily at points where teams of horses were changed. The British
use the term ordinary to describe such inns.

In the year 1788 in Nantes, Hotel de Henri IV was built and was considered as one of the first finest
European hotels at that time.

During 18th century, coffeehouses became extremely popular in Europe and were incorporated into many
of the inns.

Nineteenth Century- The introduction of railroads had a great influence on the hotel/ motel industry. As early
as the 1800s the transportation and lodging industries could not be separated.

In 1841. Englishman, Thomas Cook arranged his first tour. It was a one –day train excursion; shortly
thereafter he organized overnights trips, booking multiple rooms at hotels for his clients. Considered the first
travel agent, by 1856.

The Twentieth Century- Ellsworth Milton Statler opened his first hotel in Buffalo, New York in 1907.

Conrad Hilton, “King of the Innkeepers”, opened his first hotel, the Mobley in Texas in 1919. From there
the Dallas Hilton opened in 1925. Today the familiar Hilton is seen in almost every major city.

Kemmon Wilson, founder of Hospitality Inns. He opened the first Holiday Inn motel in Memphis in
1952, and quickly added others to create an entire hotel chain. Holiday Inn went international in 1960.

The automobile led the hotel industry into a booming business in the 1920’s.

During World War II, thousands of people both military and civilian traveled. There were troops being
transported, workers going to various war factories and families reuniting. New hotels were built near all major
military bases and industrial areas.

At the end of the war a new mode of transportation had matured. Air travel was now available to the masses,
and business was booming while conventions and conference became an integral part of successful commerce.

The Industry Today

The industry today is diverse and offers lodgings to satisfy just about any type of traveler. Since some
travelers seek accommodations different from the traditional hotel/ motel room, the lodging industry today offers
alternatives like campgrounds, renovated harems, treetops, capsule hotel.

Policies and laws compliance of the hospitality organization

According to Sanchez Roman, Law is defined as a rule of conduct, just and obligatory promulgated by
legitimate authority and of common observance and benefits.

The Constitution is the basic and highest law of the land to which all other laws must conform and to which
all persons, including the highest officials of the land, must defer or comply.
Labor Law and Management in the Tourism Establishment

Management Prerogatives- An employer is free to regulate, according to his own judgment and discretion, all
aspects of employment, including hiring, work assignments, working methods, time, place and manner of work,
tools to be used, processes to be followed, supervision of workers, working regulations, transfer of employees,
worker supervision, layoff of workers and the discipline, and dismissal and recall of workers.

One of the most important laws which any industry practitioners must know is the Labor Code. Companies must
know the said law to avoid legal disputes from among its employees. In the same manner, employees of any
tourism establishment must be aware of this law in order to protect them from any abuse and unlawful practices
of employers and to be able assert their rights to benefits and security of tenure.

Who is a regular employee?

1. One who is engaged to perform activities that are either necessary or desirable in the usual trade or business
of the employer, regardless of the length of service
2. One who has rendered at least one year of service, whether continuous or broken (continual), with respect to
the activity in which they are employed.
3. A casual employee who has rendered at least one year of service, whether continuous or broken, with respect
to the activity in which he is employed.
4. In article 281 of the Labor Code, an employee who is allowed to work after a probationary period becomes a
regular employee.
5. Article 280 of the Labor Code of the Philippines states that any employee who has rendered at least one year
of service, whether such service is continuous or broken, shall be considered a regular employee with respect
to the activity in which he is employed and his employment shall continue while such activity exists.

 Generally, the normal hours of work of any employee shall not exceed eight (8) hours a day.
 Work may be performed beyond eight (8) hours a day provided that the employee is paid for the overtime
work, an additional compensation equivalent to his regular wage plus at least twenty-five (25%) thereof.
Work performed beyond eight hours on a holiday or rest day shall be paid an additional compensation
equivalent to the rate of the first hours on a holiday or rest day plus at least thirty percent (30%) thereof.
 Under time work on any particular day shall not be offset by overtime work on any other day.
 Every employee shall be paid a night shift differential of not less than ten percent (10%) of his regular
wage for each hour of work performed between ten 0’clock in the evening and six o’clock in the morning.
 Employee works on regular holidays, he or she shall be entitled to 100% basic pay and an additional
100% for working during regular holiday.
 It shall be the duty of every employer, whether operating for profit or not to provide each of his employees
a rest period of not less than 24 consecutive hours after every six consecutive normal work days.

Project Employment- contemplates on arrangement whereby the employment has been fixed for a specific
project or undertaking whose completion or termination has been determined at the time of the engagement of
the employee.

Seasonal Employment- operates much in the same way as project employment, it involves work or service that
is seasonal in nature or lasting for the duration of the season.

Fixed-Term Employment- It is an employment with a fixed or definite period.

Seafarers are Contractual Employees- Seafarers are considered contractual employees. They cannot be
considered as regular employees under article 280 of the Labor Code. Their employment is governed by the
contracts they sign every time they are rehired and their employment is terminated when the contract expires.

Probationary Employment- There is probationary employment where the employee upon his engagement is
made to undergo a trial period during which the employer determines his fitness to qualify for regular employment
based on reasonable standards made known to him at the time of engagement.
Republic Act no. 7877, Sexual Harassment Act
The law penalizing sexual harassment in our jurisdiction is RA 7877. Section 3 thereof defines work-related
sexual harassment in this wise:

a. In a work related or employment environment, sexual harassment is committed when:

1. The sexual favor is made as a condition in the hiring or in the employment, re employment or continued
employment of said individual, or in granting said individual favorable compensation, terms, conditions,
promotions, or privileges; or the refusal to grant the sexual favor results in limiting, segregating or classifying the
employee which in a way would discriminate, deprive or diminish employment opportunities or otherwise
adversely affect said employee;

2. The above acts would impair the employee’s rights or privileges under existing labor laws; or

3. The above acts would result in an intimidating, hostile, or offensive environment for the employee.

Duty of the Employer

It shall be the duty of the employer or the head of the work-related, educational or training environment or
institution, to prevent or deter the commission of acts of sexual harassment; and to provide the procedures for
the resolution, settlement or prosecution of acts of sexual harassment.

Liability of the Employer if No Action is taken

The employer or head of office, and educational training institution shall be solidarity liable for damage arising
from the acts of sexual harassment committed in the employment, education or training environment if the
employer or head of office, educational, or training institution is informed of such acts by the offended party and
no immediate action is taken thereon.

WEEK 3

TRENDS IN HOTEL and ROOMS DIVISIONS OPERATIONS

1. Increase in use of technology- reservations are being made through internet

2. Greening of hotels and guest rooms- Recycling and the use of environmentally friendly products, amenities
and biodegradable detergents will increase. Energy management technology is used for the reduction of energy
costs by setting back temperature and shutting off power in vacant rooms.

3. Security- Guest continue to be concerned about personal security.

4. Use of hotel’s web site- hotel companies will continue to try to persuade guests to book room using hotel
company web site rather than via an internet such as hotel. Com.

5. In- room technology upgrade- some hotels are now offering ipads for use while staying in guestrooms.

6. Television service upgrades- the ability to connect to the internet over the television screen.

TRENDS IN HOTEL DEVELOPMENT AND MANAGEMENT

1. An increase in the number of spas and the treatments offered- it increase as guest seek release from the
stresses of a fast-paced lifestyle.

2. Gaming- An increasing number of hotels are coming on line that are related to the gaming industry.

3. Mixed-use properties- An increasing number of hotels are being developed as multi use properties, meaning
hotels with residence (condominium), spas and recreational facilities.
4. Culinary Selectiveness- Chefs are required to focus more on sustainability organic and local ingredients, low
calorie meals, and popular culinary trends. Current trends include “farm to table”, “small-plate”, and
“snackification”.

TRENDS IN LODGING FOOD and BEVERAGE

1. Restaurants are being developed or remodeled with a theme.

2. Technology is being used to enhance guest services and control cost in all areas of the hotel.
3. More low-fat and low-carb items are being added to the menus.

TRENDS IN RESTAURANT OPERATIONS

1. Restaurant Food Truck and Mobile Vendor Operations
2. Increased use of technology- Restaurants are experimenting more with new technologies and system beyond
self -service ordering and hand-held server tablets to include order ticketing, exclusive access and auto check
in.

TRENDS IN TOURISM and TRAVEL

1. Green Tourism
2. Social Media
3. Travel Experiences
4. Unique Experiences

WEEK 4

Basic Organizational Structure of a Hospitality Industry

a. Large Scale- greater than or equal to 250 employees, will be taken as an indicator that it is a large scale
hotel business such as edsa-shangrila hotel,Dusit thani hotel, diamond hotel, Manila hotel, and okada
manila in the phils.

Sample of Large scale hotel organization

b. Medium Scale- Between 50 and 249 employees, will be taken as an indicator that it is a medium scale
hotel business such as Novotel Manila Araneta, belmont Hotel Manila and marriott hotel manila.
Medium scale hotel organization:

c. Small Scale- Less than 50 employees will be taken as an indicator that it is a small scale hotel business such
as discovery primea,luneta hotel, astrotel and kabayan hotel.
Sample of sample scale hotel organization:

The Hotel Industry- Refers to businesses that offer lodging or accommodation in conjunction with food and
entertainment, usually distinguished by a front desk, dining and other common facilities.

Hotel- are multistoried lodging facilities which range in size from 20 rooms to hundreds of rooms. The primary
function of a hotel is to provide lodging accommodations.

SIZE

a. Small hotels- up to 100 rooms

b. Medium hotels- 100 to 200 rooms
c. Medium-large hotels- 200 to 500 rooms
d. Large Hotels- over 500 rooms

A big hotel is run by a general manager and Executive committee, which is represented by the key
executives of all the major departments, such as rooms division, food and beverage, marketing, sales
and human resources.

General Manager- is in charge of the operation and thus responsible for the overall performance of the hotel
and its employees.
Executive Assistant Manager or Resident Manager- After the GM, the next manager in line may carry the title
of executive assistant manager, assistant manager, or just assistant manager. This person is highly visible to
staff and guests and takes an active role in the supervision of the managers and the functioning of all
departments.

1. Food and Beverage Director- oversees the most labor-intensive part of the operation which handles
everything from purchasing, receiving, and storing to preparing and serving food and beverages.

2. Rooms Division Director- the senior supervisor for that part of the hotel which handles the daily sales and
service of guestroom business.

3. Human Resource Director- also called the personnel director, is responsible for the staffing element of the
hotel; interviewing, selecting, recruiting, training, record-keeping and performance reviews. Labor relations,
embracing collective bargaining, grievance, and disciplinary concerns, also belong to this department’s
responsibilities.

4. Sales and Marketing Director- is charged with generating new business for the hotel, representing the
property through public relations and publicity activities, and handling advertising, promotion, and organization
of special events.

5. Chief Engineer- looks after the maintenance and repair of the physical plant, which may include air
conditioning, heating, elevator devices, refrigeration, lights, fire-fighting equipment, and anything mechanical.

6. Financial Controller- looks after all accounting functions, including payroll, banking, internal auditing, and
various control functions.

Job, Duties and Responsibilities of a Hotel Personnel in the following departments:

A. Front Office

Front Office Manager

Responsibilities:
1. Check night clerk report
2. Review previous night occupancy
3. Review previous night’s average rate
4. Look over market mix
5. Check complimentary rooms
6. Review arrival and departures for the day.
Desk Clerk/ Desk Attendant/ Receptionist. Rooms Agent

Basic Function:
1. Welcomes and registers arriving guests.
2. Presents statements and collects payment

Night Auditor

Responsibilities:
1. Complete and distribute the daily report
2. Determine areas of the hotel where theft could be potentially occur.
3. Pass discrepancies to shift managers in the morning.
B. Food and Beverage

Kitchen

Executive Chef- head of the kitchen

Duties and Responsibilities

1. Responsible to the Director of F and B for the efficient and effective operation of kitchen food
production

2. To exceed guest’s expectation in the quality and quantity of food, it’s presentation, taste, and portion
size.

3. Operates the kitchen in accordance with company policy and strives to achieve desired financial
results.

 Sous chef- Responsible for the day-to-day running of each shift.

 Chef de Partie- is in charge for managing a given station in the kitchen, specializing in preparing
particular dishes there.

 Commis (junior cook)-refers to one who works in a specific station, but reports directly to the
chef de partie and takes care of the tools for the station.

Restaurant Manager

Duties and Responsibilities:

1. Exceeding guest service expectations

2. Hiring, training and developing employees.
3. Setting and maintaining quality standards
4. Marketing
5. Presenting the annual, monthly and weekly forecast and budgets to the food and beverage director

Bar Manager

Duties and Responsibilities of bar manager

1. Supervising the ordering process and storage of wines
2. Preparing a wine list
3. Overseeing the staff.
4. Maintaining cost control
5. Assisting guest in their wine selections.
6. Proper service of wine
7. Knowledge of beers and liquors and their service

Chief Steward
The chief Steward is responsible to the Director of food and beverage for the following functions:

1. Cleanliness of the back of the house

2. Maintaining clean glassware, china, and cutlery for the food and beverage outlets.
3. Maintaining strict inventory control and monthly stock check
4. sanitation of kitchen, banquet isles, storerooms, and other equipment
C. Housekeeping

Executive Housekeeper

Responsibilities:

1. Establish goals of his department; plan activities geared towards the attainment of these objectives and
compare actual achievement against goals

2. Prepare and submits operation budget.

3. Take corrective action for any problem affecting the operation in his department.

Checkers or Supervisors

Responsibilities:

1. Conduct rounds and inspection to check the quality of room make-up.

2. Check and maintain par stock.

Room Attendant

Responsibilities:
1. Perform turndown service
2. Look after the maintenance of cleanliness, orderliness and sanitation in his assigned guestrooms.
3. Reports and surrender all lost and found items to supervisor.

Laundry Personnel

Responsibilities:
1. Responsible for washing and drying of guest laundry and hotel linens such as bed sheets, pillow cases,
towels, table cloths and napkins.

WEEK 5

TOURISM- is the temporary short-term movement of people to destinations outside the places where they
normally live and work and their activities during their stay at these destinations.

TRAVEL- is going from one place to another and doing things when arriving there; for reasons not associated
with everyday life.

TOURIST- is a person who visits a country other than that in which he usually resides for a period of at least 24
hours.

EXCURTIONISTS- Temporary visitors staying less than 24 hours in the destination visited and not making an
overnight stay, including cruise travelers but excluding travelers in transit.

TRIP- each time a person goes to a place at least 100 miles away from home and returns.

ECONOMIC IMPACT OF TOURISM

1. Source of Income
2. Employment
3. Foreign Exchange
SOCIAL IMPACT OF TOURISM
1. Resentment
2. Family Problems
3. Social Problems
4. Crime and Violence

SECTORS OF THE TRAVEL INDUSTRY

1. Air Industry- This includes airlines of all sizes and sorts, as well as the industries that directly support them
such as airline catering services, governmental organizations and airports.

2. Lodging companies- these include hotels, motels, condominiums, timeshares, lodges, all-suite hotels, and
campgrounds.

3. Travel Agencies- refer to businesses that help the public with their travel plans and needs.

4. Food services- These includes airport restaurant, hotel dining, catering facilities, convention centers, roadside
restaurants and themed dining venues.

5. Car Rentals

6. Meeting and Conventions- example are trade shows, expositions, conferences and World Fairs.

7. Sports and Entertainment Management-

8. Attractions- Sites or events which entice visitors to a destination.