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 This 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. All of these separate yet related segments of the hospitality industry are interrelated to deliver kind and adequate services to guests.
Hospitality Industry Hospitality is the cordial and generous reception and entertainment of guests or strangers, either socially or commercially. The Hospitality Industry is comprised of those businesses which practice the act of being hospitable; those businesses which are characterized by generosity and friendliness to guests.
A. Characteristics of Hospitality Industry Inseparability Perishability Labor-intensive Repetitive Intangibility
B. Components of Hospitality Industry 1. Lodging Operations -such as hotels, resorts, motels etc. 2. Transportation Services -such as taxi, train, cruise ships, etc. 3. Food and Beverage Operations -such as restaurants, bars, etc. 4. Retail Stores -such as souvenir shops, etc. 5. Activities -such as recreations, festivals, etc.
Inseparability • Characteristic of services that makes them inseparable (1) from their means of production, and (2) from the customer's experience of them. • Inseparability requires that a consumer of a service interacts (sometimes physically) with its producer to receive its benefits.
Perishability • One of the four fundamental characteristics of a service, it refers to the fact that (in general) services cannot be produced and stockpiled (inventoried) before consumption: they exist only at the time of their production.
Repetitive • (Standard Operating Procedure): Written procedure prescribed for repetitive use as a practice, in accordance with agreed upon specifications aimed at obtaining a desired outcome.
Labor-intensive • a specific job is hard, often physical, work. • the amount of time spent performing an action exceeds the amount of time preparing for or dealing with the results of said action.
Intangible • Fundamental characteristic of services referring to the fact that a service (since it lacks physical existence or form) cannot be seen, smelled, tasted, touched, or stored
B. Components of Hospitality Industry Lodging / Accommodation Operations -such as hotels, resorts, motels etc. 2. Transportation / Travel Services -such as taxi, train, cruise ships, etc. 3. Food and Beverage Operations -such as restaurants, bars, etc. 4. Retail Stores -such as souvenir shops, convenience stores, etc. 5. Activities / Recreations -such as events, festivals, celebrations, etc.
C. Classification of Hotels According to Size: a. Small Scale (under 150 rooms) b. Medium Scale (150 to 299 rooms) c. Large Scale (300 and above)
2. According to Target Market: Commercial Hotels Airport Hotels Suite Hotels Residential Hotels Resort Hotels Bed and Breakfast Hotels Time-Share and Condominium Casino Hotels Conference Centers Convention Hotels Alternative Lodging Properties
3. According to Levels of Service a. World-Class Service b. Medium-Range Service c. Economy / Limited Service
4. According to Type of Ownership and Affiliation Independent Chain Hotels - Management Contract - Franchise
5. Reasons for Traveling Escape/ Relief of Tension *Business Relaxation / Vacation *Education Health *Cultural Family togetherness *Status Maintain social contacts *Religion Self-discovery
6. According to Quality Ranking • Deluxe • First Class • Standard • Economy
7. According to Location • Center City • Suburban • Resort • Airport • Highway
8. According to Star Level Classification • 5 Star ***** • 4 Star **** • 3 Star *** • 2 Star ** • 1 Star *
D. Hotel Organization Mission Statement Defines the unique purpose that sets one hotel or hotel company apart from others. It expresses the underlying philosophy that gives meaning and direction to hotel policies. A hotel’s mission statement should address the interests of three diverse groups: guests, management, and employees.
Objectives Are those ends an organization must achieve to effectively carry out its mission. An objective is more specific than a mission; it calls for levels of achievement which can be observed and measured.
GoalsDefine the purpose of a department or division; they direct the actions of managers and employees and the functions of the department or division towards fulfilling the hotel’s mission.StrategiesAre the methods a department or division plans to use to achieve its goals.
Organizational ChartA schematic representation of the relationships between positions within the organization. It shows where each position fits in the overall organization as well as where divisions of responsibility and lines of authority lie. Solid lines on the chart indicate direct-line accountability. Dotted lines indicate relationships that involve a high degree of cooperation and communication, but not direct reporting relationship.
E. Classification of Functional Areas: Revenue vs. Support Centers Revenue Centers- those that sells goods or services to guests, thereby generating revenue for the hotel(front office, food and beverage outlets, room service and retail stores). Support Centers- these do not generate direct revenue, but provide important backing for the hotel’s revenue centers (housekeeping, accounting, engineering and maintenance, and human resources division).
Front-of-the-house vs. Back-of-the-house Front-of-the-house-areas that involves guest and employee interaction (front office, restaurants, and lounges). Back-of-the-house- areas where interaction between guests and employees is less common (housekeeping, engineering and maintenance, accounting, and human resources).
F. Hotel Divisions: Food and Beverage Division Sales and Marketing Division Accounting Division Engineering and Maintenance Security Division Human Resource Division Rooms Division Other Divisions: -Retail Outlets - Recreation - Casino