HospitalityHospitality

Derived from the Latin word Derived from the Latin word hospitarehospitare, meaning “to receive as , meaning “to receive as

a guest.” a guest.”

It refers to the act of providing food, It refers to the act of providing food, beverages or lodging to travelers.beverages or lodging to travelers.

Hospitality ManagementHospitality ManagementThis involves the planning, organizing, directing This involves the planning, organizing, directing and controlling of human and material resources and controlling of human and material resources within the lodging, restaurant, travel and tourism, within the lodging, restaurant, travel and tourism,

institutional management, recreational institutional management, recreational management and meeting and convention management and meeting and convention

planning industries. All of these separate yet planning industries. All of these separate yet related segments of the hospitality industry are related segments of the hospitality industry are

interrelated to deliver kind and adequate interrelated to deliver kind and adequate services to guests.services to guests.

Hospitality IndustryHospitality Industry

Hospitality is the cordial and generous reception and Hospitality is the cordial and generous reception and entertainment of guests or strangers, either socially or entertainment of guests or strangers, either socially or

commercially.commercially.

The Hospitality Industry is comprised of those businesses The Hospitality Industry is comprised of those businesses which practice the act of being hospitable; those which practice the act of being hospitable; those

businesses which are characterized by generosity and businesses which are characterized by generosity and friendliness to guests.friendliness to guests.

A. Service Characteristics of A. Service Characteristics of Hospitality IndustryHospitality Industry

1.1. InseparabilityInseparability

2.2. PerishabilityPerishability

3.3. Labor-intensiveLabor-intensive

4.4. RepetitiveRepetitive

5.5. IntangibilityIntangibility

InseparabilityInseparability

Characteristic of services that makes them Characteristic of services that makes them inseparable (1) from their means of inseparable (1) from their means of production, and (2) from the customer's production, and (2) from the customer's experience of them. experience of them.

Inseparability requires that a consumer of Inseparability requires that a consumer of a service interacts (sometimes physically) a service interacts (sometimes physically) with its producer to receive its benefits.with its producer to receive its benefits.

PerishabilityPerishability

One of the four fundamental One of the four fundamental characteristics of a service, it refers to the characteristics of a service, it refers to the fact that (in general) services cannot be fact that (in general) services cannot be produced and stockpiled (inventoried) produced and stockpiled (inventoried) before consumption: they exist only at the before consumption: they exist only at the time of their production.time of their production.

RepetitiveRepetitive

(Standard Operating Procedure): Written (Standard Operating Procedure): Written procedure prescribed for repetitive use as procedure prescribed for repetitive use as a practice, in accordance with agreed a practice, in accordance with agreed upon specifications aimed at obtaining a upon specifications aimed at obtaining a desired outcome.desired outcome.

Labor-intensiveLabor-intensive

a specific job is hard, often physical, work.a specific job is hard, often physical, work.

the amount of time spent performing an the amount of time spent performing an action exceeds the amount of time action exceeds the amount of time preparing for or dealing with the results of preparing for or dealing with the results of said action.said action.

IntangibleIntangible

Fundamental characteristic of services Fundamental characteristic of services referring to the fact that a service (since it referring to the fact that a service (since it lacks physical existence or form) cannot lacks physical existence or form) cannot be seen, smelled, tasted, touched, or be seen, smelled, tasted, touched, or storedstored

Service Characteristics of Hospitality IndustryService Characteristics of Hospitality Industry

Components of Hospitality IndustryComponents of Hospitality Industry

B. Components of Hospitality IndustryB. Components of Hospitality Industry

1.1. Lodging / Accommodation OperationsLodging / Accommodation Operations-such as hotels, resorts, motels etc.-such as hotels, resorts, motels etc.

2. 2. Transportation / Travel ServicesTransportation / Travel Services-such as taxi, train, cruise ships, etc.-such as taxi, train, cruise ships, etc.

3. 3. Food and Beverage OperationsFood and Beverage Operations-such as restaurants, bars, etc.-such as restaurants, bars, etc.

4. 4. Retail StoresRetail Stores-such as souvenir shops, convenience -such as souvenir shops, convenience

stores, etc.stores, etc.

5. 5. Activities / RecreationsActivities / Recreations-such as events, festivals, celebrations, -such as events, festivals, celebrations,

etc.etc.

C. Classification of HotelsC. Classification of Hotels

1.1. According to Size:According to Size:

a. Small Scale (under 150 rooms)a. Small Scale (under 150 rooms)

b. Medium Scale (150 to 299 rooms)b. Medium Scale (150 to 299 rooms)

c. Large Scale (300 and above)c. Large Scale (300 and above)

Small Scale HotelsSmall Scale Hotels

Hotels with less than or under 150 rooms Hotels with less than or under 150 rooms

Medium Scale HotelsMedium Scale Hotels

Hotels with 150 - 299 roomsHotels with 150 - 299 rooms

Large Scale HotelsLarge Scale Hotels

Hotels with more than 300 roomsHotels with more than 300 rooms

2. According to Target Market:2. According to Target Market:

a.a. Commercial HotelsCommercial Hotels

b.b. Airport HotelsAirport Hotels

c.c. Suite HotelsSuite Hotels

d.d. Residential HotelsResidential Hotels

e.e. Resort HotelsResort Hotels

f.f. Bed and Breakfast HotelsBed and Breakfast Hotels

g.g. Time-Share and CondominiumTime-Share and Condominium

h.h. Casino HotelsCasino Hotels

i.i. Conference CentersConference Centers

j.j. Convention HotelsConvention Hotels

k.k. Alternative Lodging PropertiesAlternative Lodging Properties

Commercial (Business) HotelCommercial (Business) Hotel

a hotel for transients that caters especially a hotel for transients that caters especially to salesmen/business people to salesmen/business people 

Airport HotelsAirport Hotels

A hotel near the airport. The hotel does not have to be A hotel near the airport. The hotel does not have to be connected to the airport (although some are) or even connected to the airport (although some are) or even adjacent to it. Most airport hotels have a shuttle to and adjacent to it. Most airport hotels have a shuttle to and from the terminals.)from the terminals.)

Suite HotelsSuite Hotels

A A suitesuite in a  in a hotelhotel or other public accommodation  or other public accommodation denotes a class of accommodations with more space denotes a class of accommodations with more space than a typical than a typical hotelhotel room.  room.

Residential HotelsResidential Hotels

The The residential hotelresidential hotel is basically an apartment building  is basically an apartment building offering maid service, a dining room, and room meal offering maid service, a dining room, and room meal service. service. Residential hotels Residential hotels range from the luxurious to range from the luxurious to the moderately priced.the moderately priced.

Resort HotelsResort Hotels

A resort hotel is like a mini-village, with everything any discerning A resort hotel is like a mini-village, with everything any discerning guest could ever need without leaving the premises. Think large-guest could ever need without leaving the premises. Think large-scale, gorgeous accommodations, big, beautiful grounds, and a scale, gorgeous accommodations, big, beautiful grounds, and a seriously impressive slew of amenities -- golf courses, swimming seriously impressive slew of amenities -- golf courses, swimming pools, tennis courts, etc.pools, tennis courts, etc.

Bed and Breakfast HotelsBed and Breakfast Hotels

A A Bed and BreakfastBed and Breakfast (often abbreviated to  (often abbreviated to B&BB&B, B and B, BnB or , B and B, BnB or BB) is an accommodation type that really just modernizes the age-BB) is an accommodation type that really just modernizes the age-old, world-wide practice of travellers staying at a private residence old, world-wide practice of travellers staying at a private residence or boarding house, often with a full breakfast included.or boarding house, often with a full breakfast included.

Time-share and CondominiumsTime-share and Condominiums

A A timesharetimeshare is a property with a particular form of ownership or use  is a property with a particular form of ownership or use rights. These properties are typically resort condominium units, in rights. These properties are typically resort condominium units, in which multiple parties hold rights to use the property, and each which multiple parties hold rights to use the property, and each sharer is allotted a period of time (typically one week and almost sharer is allotted a period of time (typically one week and almost always the same time every year) in which they may use the always the same time every year) in which they may use the property. Units may be on a partial ownership, lease, or "right to property. Units may be on a partial ownership, lease, or "right to use" basis, in which the sharer holds no claim to ownership of the use" basis, in which the sharer holds no claim to ownership of the property.property.

Casino HotelsCasino Hotels

a building that houses both a hotel and a a building that houses both a hotel and a casinocasino

Conference CentersConference Centers

Specialized hotel (usually in a less busy but easily Specialized hotel (usually in a less busy but easily accessible location) designed and built almost accessible location) designed and built almost exclusively to host conferences, exhibitions, exclusively to host conferences, exhibitions, large meetings, seminars, training sessions, etc. A large meetings, seminars, training sessions, etc. A conference center often also provides office facilities, conference center often also provides office facilities, and a range of leisure activities.and a range of leisure activities.

Convention HotelsConvention Hotels

A hotel which provides facilities and services geared to meet the A hotel which provides facilities and services geared to meet the needs of large group and association meetings and trade shows. needs of large group and association meetings and trade shows. Typically, these hotels have more than 500 guest rooms and contain Typically, these hotels have more than 500 guest rooms and contain substantial amounts of function and banquet space. Included in this substantial amounts of function and banquet space. Included in this category are hotels attached to convention centers and conference category are hotels attached to convention centers and conference centers.centers.

Alternative Lodging PropertiesAlternative Lodging Properties

3. According to Levels of Service3. According to Levels of Service

a. World-Class Service a. World-Class Service

b. Medium-Range Serviceb. Medium-Range Service

c. Economy / Limited Servicec. Economy / Limited Service

4. According to Type of Ownership and 4. According to Type of Ownership and Affiliation Affiliation

a.a. IndependentIndependent

b.b. Chain HotelsChain Hotels

- Management Contract- Management Contract

- Franchise- Franchise

5. Reasons for Traveling5. Reasons for Traveling

•Escape/ Relief of TensionEscape/ Relief of Tension *Business*Business•Relaxation / VacationRelaxation / Vacation *Education*Education•HealthHealth *Cultural*Cultural•Family togethernessFamily togetherness *Status*Status•Maintain social contactsMaintain social contacts *Religion*Religion•Self-discoverySelf-discovery

6. According to Quality Ranking6. According to Quality Ranking

a.a. DeluxeDeluxe

b.b. First ClassFirst Class

c.c. StandardStandard

d.d. EconomyEconomy

7. According to Location7. According to Location

a.a. Center CityCenter City

b.b. SuburbanSuburban

c.c. ResortResort

d.d. AirportAirport

e.e. HighwayHighway

8. According to Star Level Classification8. According to Star Level Classification

a.a. 5 Star *****5 Star *****

b.b. 4 Star ****4 Star ****

c.c. 3 Star ***3 Star ***

d.d. 2 Star **2 Star **

e.e. 1 Star *1 Star *

D. Hotel OrganizationD. Hotel Organization

Mission StatementMission Statement

Defines the unique purpose that sets one hotel or hotel Defines the unique purpose that sets one hotel or hotel company apart from others. It expresses the underlying company apart from others. It expresses the underlying

philosophy that gives meaning and direction to hotel policies. philosophy that gives meaning and direction to hotel policies. A hotel’s mission statement should address the interests of A hotel’s mission statement should address the interests of

three diverse groups: guests, management, and employees.three diverse groups: guests, management, and employees.

ObjectivesObjectives

Are those ends an organization must Are those ends an organization must achieve to effectively carry out its mission. achieve to effectively carry out its mission.

An objective is more specific than a mission; An objective is more specific than a mission; it calls for levels of achievement which can it calls for levels of achievement which can

be observed and measured.be observed and measured.

GoalsGoals

Define the purpose of a department or division; they direct the Define the purpose of a department or division; they direct the actions of managers and employees and the functions of the department actions of managers and employees and the functions of the department

or division towards fulfilling the hotel’s mission.or division towards fulfilling the hotel’s mission.

StrategiesStrategies

Are the methods a department or division plans to use to Are the methods a department or division plans to use to achieve its goals.achieve its goals.

Organizational ChartOrganizational Chart

A schematic representation of the relationships A schematic representation of the relationships between positions within the organization.between positions within the organization.

It shows where each position fits in the overall organization It shows where each position fits in the overall organization as well as where divisions of responsibility and lines of as well as where divisions of responsibility and lines of

authority lie. authority lie.

Solid lines on the chart indicate direct-line accountability. Solid lines on the chart indicate direct-line accountability. Dotted lines indicate relationships that involve a high Dotted lines indicate relationships that involve a high

degree of cooperation and communication, but not direct degree of cooperation and communication, but not direct reporting relationship.reporting relationship.

E. Classification of Functional AreasE. Classification of Functional Areas::

Revenue vs. Support CentersRevenue vs. Support CentersRevenue CentersRevenue Centers - those that sells goods or - those that sells goods or services to guests, thereby generating revenue services to guests, thereby generating revenue for the hotelfor the hotel (front office, food and beverage (front office, food and beverage outlets, room service and retail stores).outlets, room service and retail stores).

Support CentersSupport Centers - - these do not generate direct these do not generate direct revenue, but provide important backing for the revenue, but provide important backing for the hotel’s revenue centers (housekeeping, hotel’s revenue centers (housekeeping, accounting, engineering and maintenance, and accounting, engineering and maintenance, and human resources division).human resources division).

Front-of-the-house vs. Back-of-the-houseFront-of-the-house vs. Back-of-the-house

Front-of-the-houseFront-of-the-house -- areas that involves areas that involves guest and employee interaction (front office, guest and employee interaction (front office, restaurants, and lounges).restaurants, and lounges).

Back-of-the-houseBack-of-the-house - areas where interaction - areas where interaction between guests and employees is less between guests and employees is less common (housekeeping, engineering and common (housekeeping, engineering and maintenance, accounting, and human maintenance, accounting, and human resources).resources).

F. Hotel Divisions:F. Hotel Divisions:

1.1. Food and Beverage DivisionFood and Beverage Division

2.2. Sales and Marketing DivisionSales and Marketing Division

3.3. Accounting DivisionAccounting Division

4.4. Engineering and MaintenanceEngineering and Maintenance

5.5. Security DivisionSecurity Division

6.6. Human Resource DivisionHuman Resource Division

7.7. Rooms Division Rooms Division

8.8. Other Divisions:Other Divisions:-Retail Outlets-Retail Outlets- Recreation- Recreation- Casino- Casino

End of PresentationEnd of Presentation

Thank you!Thank you!