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Chapter 1
The Hospitality Industry andYou
Hotel operations and Management
Copyright © 2010 by John Wiley & Sons, Inc. All Rights Reserved
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WHAT IS HOSPITALITY?
Many peoples’ denition o! hospitalitye"tends only to resta#rants and hotels
In reality$ it goes !ar %eyond this and
in&l#des any organi'ation thatpro(ides !ood$ shelter and otherser(i&es to people a)ay !rom home
When (ie)ed in this light$ thehospitality ind#stry &an %e *#ite largeand !ar rea&hing
Also$ the n#mero#s &areero ort#nities %e&ome readil
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HOSPITALITY
Oxford English Dictionary, hospitalitymeans “the reception andentertainment o! g#ests$ (isitors or
strangers )ith li%erality and good)ill+,
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WHAT IS HOSPITALITY?
St#dents &onsidering entering theeld o! hospitality sho#ld ta-e into&onsideration all o! the types o!
%#sinesses that hospitalityen&ompasses %#t also$ the (ario#s&areer streams in !#n&tional areas
a&ross segments .s#&h as a&&o#nting$nan&e$ mar-eting$ h#man reso#r&es$et&+/
One o! the &ommon threads that %inds
all segments together is the ser(i&e
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WHAT IS HOSPITALITY?
An interesting note O(er the last 12years$ other types o! %#sinesses ha(e%eg#n to re&ogni'e the #ni*#e
&om%ination o! s-ills that hospitalityst#dents possess 0 the &om%ination o!so#nd %#siness and management
along )ith a ser(i&e orientation As a res#lt$ other ind#stries ha(e%eg#n to re&r#it hospitality grad#atesin&l#ding health &are and retail
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WHAT IS HOSPITALITY?
This is a parti&#larly e"&iting time to%e asso&iated )ith the ind#stry gi(enthe ample &areer opport#nities$ the
e&onomy$ ne) de(elopments$emerging mar-ets$internationali'ation o! &ompanies and
&on&epts$ et&+ The ind#stry !a&es &ertain &hallenges$too$ )hi&h )ill %e dis&#ssedthro#gho#t the &o#rse
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P3IMA3Y S4CTO3S
So$ )hat are some o! the primary se&tors)ithin the hospitality ind#stry? They in&l#de
Lodging .not 5#st limited to traditional
hotels/ 6oodser(i&e .not 5#st limited to resta#rants/
7aming operations
Pri(ate &l#%s
Theme par-s 8estination management &ompanies
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P3IMA3Y S4CTO3S.CO9TI9:48/
Meetings and &on(entions .planningand operations/
Managed par- en(ironments .nat#ral/
3esorts
Senior li(ing
Managed ser(i&es
Cons#lting ser(i&es
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TH4 MA9A743’S 3OL4
The role o! the manager is &riti&al in &reatingthe en(ironment in )hi&h the !ollo)ing )illo&&#r
Ma-ing the g#est !eel )el&ome Ma-ing things )or- !or the g#est
Maintaining a prota%le .or ;s&allyresponsi%le,/ operation
A degree in hospitality management is designedto allo) st#dents to %e e<e&ti(e in these areas
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HOW TO P34PA34 6O3 A CA3443I9 TH4 HOSPITALITY I98:ST3Y
Wor- yo#r )ay #p thro#gh anorgani'ation ! 9o g#arantee
! Only learn one )ay 4arn a general degree or degree in the
li%eral arts ! May not pro(ide as *#i&-$ or dire&t$ a&&ess to
opport#nities 4arn a general %#siness or management
degree ! Pro(ides the good so#nd %#siness -no)ledge %#t
may not %e spe&i& eno#gh
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WHY 8O ST:849TS ST:8YHOSPITALITY MA9A74M49T?
Personal )or- e"perien&e
6amily %a&-gro#nd
Conta&t )ith other st#dents
4n5oy people$ !ood$ tra(el$ et&+
Opport#nities !or employment andad(an&ement
8esire to o)n their o)n %#siness
8esire to %e independent
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4MPLOYM49T OPPO3T:9ITI4S
Most segments o! the hospitalityind#stry are pro5e&ted !or &ontin#edgro)th in the n#m%er o! management
positions Opport#nity to ad(an&e as &ompanies
gro)
Some segments are greatly o#tpa&ing
the a(erage 9e) and emerging segments o! the
ind#stry
7ro)th in !ran&hise opport#nities
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COM=I9I97 48:CATIO9A98 WO3> 4P43I49C4
The pre(ailing philosophy in hospitalityed#&ation is that the %est )ay to the top isthro#gh a strategi& &om%ination o! ed#&ationand e"perien&e
The ed#&ation &omponent is sel!@e"planatory 0it is the res#lt o! past res#lts and !#t#ree"pe&tations
The e"perien&e &omponent is t)o@!old
! Some o! the opport#nities )ill &ome !rom thedepartment thro#gh internships$ et&+
! Other opport#nities )ill &ome !rom yo#r o)ninitiati(es loo-ing !or s#mmer 5o%s and part time )or-%e strategi& a%o#t ho) yo# &hoose yo#r 5o%s and
ho) yo# progress
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COM=I9I97 48:CATIO9A98 WO3> 4P43I49C4
9ot all learning &omes stri&tly !rom&lassroom learning andBor on@the 5o%learning
There are other opport#nities !orlearning a%o#t yo#r &hosenpro!ession+
These in&l#de 6ield trips
St#dent pro5e&ts
St#dent &l#%s
Sales %lit'es
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ST:849T CL:=S
4ta Sigma 8elta$ International HospitalityManagement So&iety
! As a traditional honor so&iety$ it meets the
standards o! the Asso&iation o! CollegeHonor So&ieties hospitality st#dents in their 5#nior year )ith a D+2 or %etter grade pointa(erage are eligi%le !or mem%ership
Others Wine &l#%s$ 3esta#rant asso&iations$Cl#% managers asso&iations$ Tra(el and To#rism 3esear&h Asso&iation$ et&+
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L4A39I97 ST3AT47I4S6O3 TH4 WO3>PLAC4
Try to #nderstand the organi'ation ! 6ormal organi'ation
! In!ormal organi'ation
Try to #nderstand the physi&al plant ! Wor- Eo)
! 7#est Eo)
Try to #nderstand the di<erent !#n&tional
areas ! =a&-@o!@the@ho#se
! 6ront@o!@the@ho#se
! Try to )or- in ea&h
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74TTI97 A FO=
9e)spapers .notG/
We% so#r&es
6riends
6amily
:ni(ersity pla&ement o&e
Fo% postings
9et)or-ing
Cold &alling
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WHAT 8O 4MPLOY43S LOO>6O3?
8edi&ation and &ommitment
8esire to ser(e others
8e&ision ma-ing s-ills
Comm#ni&ation s-ills
4"perien&e
In(ol(ement
Te&hni&al s-ills
See An Employer’s View+
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7OALS A98 O=F4CTIJ4S
In&ome
Pro!essional stat#s
Potential 5o% satis!a&tion
S-illed 5o%s (+ #ns-illed 5o%s
Others &onsiderations Ho#rs$ Le(el o!responsi%ility$ Wor- en(ironment$
Mentoring
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O:TLOO> 6O3 HOSPITALITY
The o#tloo- !or the ind#stry is (erypositi(e %#t there are se(eraltrendsB!a&tors that are a<e&ting ho)
the ind#stry operates and theprod#&ts and ser(i&es that are o<eredto &#stomers
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O:TLOO> 6O3 HOSPITALITY
The e<e&ts o! Septem%er 11th andother re&ent e(ents ha(e res#lted in
Tra(el restri&tions
Sa!ety and se&#rity iss#es
Cost o! operations
7o(ernment reg#lations
8estinations that ha(e %een a<e&ted
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O:TLOO> 6O3 HOSPITALITY
Polarization
Limited Ser(i&e (ers#s Ser(i&eIntensi(e organi'ations
Has led to gro)th in &ertain segmentso! the ind#stry .l#"#ry hotels$ limitedser(i&e resta#rants/
Has generally %een positi(e !or theind#stry as a )hole as )ell as !or&ons#mers
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O:TLOO> 6O3 HOSPITALITY
Service is the Diference
Ser(i&e is more and more )hat %rings&#stomers %a&- .or pre(ents them
!rom ret#rning/ Companies that pro(ide e"&ellent
ser(i&e ine(ita%ly lead their segments
9ot limited to hospitality
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O:TLOO> 6O3 HOSPITALITY
Value Consciousness
C#stomers are getting smarter andmore sele&ti(e
C#stomers loo- !or (al#e in allhospitality e"perien&es and p#r&hases
Jal#e doesn’t mean the lo)est pri&e
C#stomers also tend to %alan&e timeand money spent
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O:TLOO> 6O3 HOSPITALITY
Technology
The hospitality ind#stry has %een slo)in terms o! adapting to ne)
te&hnologies %#t the ind#stry hasmade some inroads
Perhaps the segment that is the mostad(an&ed is the airline ind#stry$ %othin terms o! on@line intera&tion )ith&#stomers as )ell as #p@to@the@min#tepri&ing
9e) te&hnologies are %eing
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O:TLOO> 6O3 HOSPITALITY
Empowerment
4mpo)erment is the a&t o! pro(idingadditional le(els o! responsi%ility to %oth
employees and managers This has %een the res#lt o! &ost &#ttinge<orts %#t also as a res#lt o! trying toimpro(e &#stomer satis!a&tion
It has %een a%le to happen %e&a#se o!the ne) ;%reed, o! employees as )ell asimpro(ed te&hnology and &omm#ni&ation
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O:TLOO> 6O3 HOSPITALITY
Diversity
Hospitality organi'ations are%e&oming more di(erse in response to
&hanges in so&iety as )ell asdemographi& shi!ts and %e&omingmore a)are o! the importan&e o! adi(erse organi'ation
Many &ompanies ha(e esta%lishedthemsel(es as leaders in this area
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O:TLOO> 6O3 HOSPITALITY
Concern with Security
Con&ern !or personal se&#rity andsa!ety has res#lted in destinations$
organi'ations and so&iety in generalattempting to pro(ide a greater le(elo! sa!ety !or tra(elers
4"amples in&l#de airline marshals$hotel se&#rity !or&es$ &ameras$ andin&reased ed#&ation
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O:TLOO> 6O3 HOSPITALITY
Concern with Sanitation
In&reases in !ood@%orne illness hasres#lted in a raised &on&ern on the
part o! &ons#mers 3aised &on&erns in the :S pro%a%ly
%egan )ith the Fa&-@in@the =o"
in&ident in the 1K2s More re&ent in&idents ha(e also raised
*#estions a%o#t the *#ality o! the!ood s#pply and e(en the )aters# l e+ + %ottled )ater
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O:TLOO> 6O3 HOSPITALITY
Sustainability
7oing ;green, is not ne)$ %#t itreEe&ts ind#stry@)ide !o&#s on
&orporate responsi%ility Most hotels en&o#rage g#ests to
re#se to)els and many ha(e
em%ra&ed lo)@&ost &hanges s#&h aslighting
7#ests pre!er to s#pport %#sinessesthat are &on&erned a%o#t the ind#stry
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O:TLOO> 6O3 HOSPITALITY
Globalization !ast but not least"
7lo%ali'ation is perhaps one o! thegreatest !a&tors a<e&ting the ind#stry
as it impa&ts e(ery !a&et o! operationsin&l#ding
! Competition
! Wor- !or&e ! Tra(el patterns
! Company allian&es$ et&+
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