CHAPTER 1 INTRODUCTION TO HOSPITALITY.pptx

History, characteristics, components and career opportunities in hospitality industry.

1. INTRODUCTION TO HOSPITALITY INDUSTRY CHAPTER 1 By: Mumtazul Ilyani SUBJECT: INTRODUCTION TO HOSPITALITY INDUSTRY

2. HISTORY OF HOSPITALITY INDUSTRY The hospitality industry began as an outgrowth of travel in the conduct of trade. As long ago as 3000 B.C., Sumerian traders from Mesopotamian kingdom: T raveled from one region to another to sell grain needed shelter, food and drinks. An enterprising person arranged ways to meet those needs. Trade routes expanded and hospitality establishments flourished.

3. What Is Hospitality? Comes from the word ‘hospice’. Provide care and shelter for traveler. In reality, it goes far beyond this and includes any organization that provides food, shelter and other services to people away from home. Medieval times (1682 – 1740) - started with post houses (rest houses). Late 16 th – ordinary (serving fixed menu meal at long table).

4. DEFINITION New Oxford Dictionary (1989) - Friendly and generous reception and entertainment of guest. Hospitality - dedicated to serve people who is away from their home. Tourism - the commercial organization and operation of holidays and visits to places of interest . Hospitality industry means to satisfy a guest’s need for shelter and lodging and those that provide their patrons with food and beverage.

5. CHARACTERISTICS OF THE HOSPITALITY INDUSTRY Hospitality businesses – open 365 days a year, 7 days a week and 24 hours a day. Evening and weekends – included in the work week. Hospitality industry depends heavily on shift work. Four shift: Morning Shift Mid Shift Evening Shift N ight Shift Product-service mix Two-way communication

6. HOSPITALITY SERVICE According to Bill Fisher , Exec. Vice President of National Restaurant Association, S.E.R.V.I.C.E means: S – spirit of the employees who perform it E – empathy in placing oneself in the shoes of customer R – responsiveness in taking timely and appropriate action to meet the needs of the customer V – visibility to let customers know they are being served I – inventiveness to do a little extra C – competency on the part of service performers E – enthusiasm to maximize the exchange value with the customer

7. CHARACTERISTICS OF SERVICE Four characteristics of service: Intangibility – services cannot be seen, tasted, felt, heard or smelled before purchase. Inseparability – service cannot be separated from their providers. Variability – quality of services depends on who provides them & when, where & how. Perishability – services cannot be stored for later sale or use.

8. THE SERVICE ENCOUNTER This is the period of time in which a customer directly interacts with a service.

9. Components of Hospitality Industry Lodging / Accommodation Operations - such as hotels, resorts, motels Transportation / Travel Services - such as taxi, train, cruise ships, airlines Food and Beverage Operations - such as restaurants, bars, caterings Activities / Recreations - such as events, festivals, celebrations, water parks, theme parks Retail Stores - such as souvenir shops, merchandise stores, convenience stores

10. THE MANAGER’S ROLE The role of the manager is critical in creating the environment in which the following will occur: Making the guest feel welcome Making things work for the guest Maintaining a profitable operation

11. Career in hospitality

12. EMPLOYMENT OPPORTUNITIES Most segments of the hospitality industry are projected for continued growth in the number of management positions. Opportunity to advance as companies grow. Some segments are greatly outpacing the average. New and emerging segments of the industry. Growth in franchise opportunities. Increasing interest in food and travel as population ages.

13. TUTORIAL QUESTIONS DEFINE HOSPITALITY INDUSTRY. LIST 5 CHARACTERISTICS OF THE HOSPITALITY INDUSTRY. STATE 4 CHARACTERISTICS OF SERVICE. NAME 5 Components of Hospitality Industry.