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• Acting with hospitality involves welcoming and accommodating guests.
• Outgrowth of travel refers to the broader effects or consequences arising from people traveling.

Product Mix

• Also called products assortment.
• Tangible products include food and beverages.
• Intangible products include entertaining, services, and welcoming guests.

Two-way communication

• An interactive process between two parties (sender and receiver) with mutual feedback.

Relationship building

• Establishes, develops, and maintains strong, meaningful connections with others.

Diversity culture

• Centers on understanding the cultural needs and expectations of guests or customers.
• The two categories are Internal (staff-centric) and External (customer centric).

Labor intensive

• A large number of workplaces produce food and services.

Hospitality and Tourism Industry

• Travel includes cruises, airlines, and railways.
• Lodging includes apartments, hotels, motels, and serviced accommodations.
• Food services include restaurants, cafes, and bars.
• Recreation includes attractions, gaming, and facilities parks.
• The accommodations sector is lodging, which is a place to stay.
• Extra services, comfort, and relaxation are offered in temporary traveler accommodations like hotels and motels, which focus more on sleeping arrangements.
• Commercial caters for profit by serving paying customers.
• Non-commercial doesn't make money but serves a specific group.
• Hotel rating systems include Forbes Travel Guide - using stars and the American Automobile Association – using a diamond rating system.

Hotels

• City Centre Hotels are located in the city center, close to businesses and attractions.
• Commercial Hotels are designed for business travelers with meeting rooms and business services.
• Suburban Hotels are located outside the city, quieter, and near residential areas.
• Resort Hotels are located outside the city, quieter, and near residential areas.
• Offer amenities like pools and spas, ideal for vacations and relaxation.
• Airport Hotels are close to the airport for easy access to travelers.
• Convention Hotels are large and have event spaces for conventions and conferences.
• Spa Hotels are focused on wellness and offer spa and relaxation services.
• Casino Hotels include a casino for guest entertainment.
• All-Suite Hotels offer suites with separate living and sleeping areas.
• Boutique Hotels are small, uniquely designed, with personalized service.
• Motels provide budget accommodation with parking typically outside the room.
• Serviced Apartments are fully furnished with a kitchen, like a hotel stay.
• Guest Houses are small, home-like accommodations with personal service.
• Villa/Chalets are private, often luxurious, with more space and privacy.
• Hostels offer budget lodging, often with shared rooms and communal areas.
• B&Bs (Bed and Breakfasts) offer a room and breakfast in a home-like setting.

Departments in hotels

• Room division

• Front office department

• Housekeeping department

• Hotel management refers to the administration and operation of a hotel.

• Hotel ownership means having legal control of a hotel.

• The owner is responsible for the property but may hire others to run it.

• Ownership can be independent, franchised, leased, or shared.

• Private Ownership is owned by an individual or private company and is often independently managed.

• Local Group Ownership is owned by a local company or group that may operate several hotels in a specific area or region.

• International Group Ownership is owned by large global companies or chains that manage hotels across multiple countries.

• "Autonomous" Independently management provides a unique and personalized experience and by contact "owners."

Hotel Management vs. Owners

• Management enterprises receive management fees.
• They have minimal financial involvement.
• Benefit from management expertise.
• Owners get to have operational expertise.
• Owners are a part of National/international recognition.
• No direct involvement is required.
• The disadvantages for management enterprises includes being Over-dependent on owners.
• Minimum input in ownership decisions is required.
• Minimum extra rewards are granted.
• The disadvantages for owners is the lose of operational control.
• Financial liability has to taken in account.
• Furthermore, potential morale issues for the management enterprise might occur.

Franchising

• Includes a franchisor and franchisee.
• A franchisee operates a hotel under an established brand name.
• Franchisee gains skills and expertise
• Franchisee acquires brand recognition.
• Franchisee has control over daily operations.
• Franchisor receives fees.
• Franchisor can expand rapidly.
• Franchisor has a lower risk for business loss.
• Franchisee must follow the standard.
• Franchisee has to pay a fee.
• Franchisee has a risk of contract termination anytime.
• Franchisor may fail to follow the standard.
• Franchisor having a Trade name can be spoiled.
• Franchisor needs to disclose confidential information.
• Referrals type of hotel franchise hotel partners with others

Classifications

• Revenue-centered
• Cost - centered
• The location in hotels
• Front -of the house
• Back- of the house
• Om-operational Manager

Hotel Departments

• General Manager
• Executive Assistant Manager
• Resident Manager
• Operational Manager
• Strategic - vision and mission
• Strategic: High-level overview, long-term, forward-looking.
• Example: Setting the company's vision for the next 5 years.
• Tactical: Short-term, detailed plans to execute the strategy.
• Example: Developing a marketing campaign for the next quarter.
• Operational: Day-to-day plans, controlled through reports.
• Example: Scheduling employee shifts for the week.
• Key executive
• Rooms Division manages core hotel products, including Housekeeping and Front Office.
• ROD/DOR (Room Division/Director of Rooms) oversees Front Office, Reservations, Housekeeping, Concierge, Guest Services, Security, and Communications.
• FOM (Front Office Manager) enhances guest services.
• Front Office Functions are Selling rooms, providing service and information to guests, and maintaining guests.
• Front Office sells room.
• Front Office provides service and information to guest
• Front Office maintains guest accounts
• The front desk (the receptionist area of the hotel) are where the staff welcome guests upon arrival.
• The front desk staff also verify guest details, informs guests of charges, confirms information, update payments, provides assistance, and Escorts/guides guest as needed.
• The hotel guest cycle has a guest considered “pre-arrival” (meaning they have made a reservation but haven't checked in yet), with an expected arrival date of the 15th, and their departure date is when their occupancy status will change to "departure.”.
• Pre-Arrival stage is where a guest has booked a room at the hotel but has not yet arrived.
• (Arrival): On the date the guest is scheduled to check in at the hotel, which in this case is the 15th.
• During departure occupancy the guest will be considered “occupied" in the hotel system until their departure date, which is not specified in this phrase.
• Cave paintings originate France, dating back to 15000 BC, these depict hunting activities.
• In 300BC Sumerian traders started to travel to water.
• Renaissance Hotels in Europe showcase good architecture.
• In the 19th and 20th century luxuries began.