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PTR 1013

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CHAPTER 1: 

OVERVIEW OF HOSPITALITY

INDUSTRY

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CONTENT

1.1 THE SCOPE OF THE HOSPITALITY 

INDUSTRY 

1.2 THE CHARACTERISTICS OF THE HOSPITALITY INDUSTRY 

1.3 CORPORATE PHILOSOPHY 

1.4 CAREER DIRECTIONS IN THE 

HOSPITALITY INDUSTRY 

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1.1 THE SCOPE OF THE HOSPITALITY INDUSTRY 

Hospitality industry is the oldest industry in the world.

• People needs rest, accommodation and food when the

 journey.

• Local community started open the house, stall andkitchen to fatigue wanderers and traders.

• So, it was start and sparked services industry whichknown as HOSPITALITY INDUSTRY.

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Hospitality

-derived from “hospice”; house of rest” 

-Hospitality refers to

-Example of hospitality industry:

Hotels Restaurant

Travel agent

business which related to accommodation,

tourism, entertainment & recreation, transport,

flight service, luxurious ship, train, vehicle rent &visit operator / 'tour operator'. 

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-practice service-display good attitude and friendly to guest to makesatisfy and guest taste.

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1.2 THE CHARACTERISTICS OF THE 

HOSPITALITY 

CHARACTERISTIC

Guest satisfaction

Intangible

Inseparability

Perishibility

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GUEST SATISFACTION

agent always try to give the guest

satisfaction, which leads to guestloyalty and profit.

Eg: Hilton hotel

INTANGIBLE

The product is for the guest’s use

only, not for possession.

Eg: He can’t enter the roombefore make the payment.

INSEPARABILITY

Its refer to production and

consumption.

 All accommodation already

provided but yet still request extrafacility.

Eg: extra pillows, mattress

PERISHABILITY

The product cannot save for 

tomorrow if not finish to sold to

the customer.

Eg: 1400 rooms1200 = sold

200 = unsold (loss)

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1.3 CORPORATE PHILOSOPHY 

Current philosophy has changed from:

- managers' planning

-organizing

-implementing and measuring to managers'counseling associates

- giving the resources

-helping how to give good services in the industry.

The changes happen due to increase in productivity Eg: Genting Highlands Management

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1.4 CAREER DIRECTIONS IN HOSPITALITY

INDUSTRY

Tourism

Business In Travel Agency

Accredited Tourist Guide

Event Manager

Booking And Ticketing Officer

Recreation Officer

Front Office Employee

Tourism Teacher / Lecturer

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Hotel &

Catering

Chef 

Hotel Manager 

Restaurant Manager  Food and Beverage Manager 

Front Office Supervisor 

Housekeeping

Hotel and Catering Teacher /Lecturer 

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THE

END!!!