Hospitality Industry Overview PDF

ATTENDANCE You are responsible for checking your attendance on LMS. Check your attendance at the start of the lesson. Sign the attendance register to confirm your presence in class. If you fail to sign the attendance register, you will be marked absent unless the professor was aware of your pr...

ATTENDANCE You are responsible for checking your attendance on LMS. Check your attendance at the start of the lesson. Sign the attendance register to confirm your presence in class. If you fail to sign the attendance register, you will be marked absent unless the professor was aware of your presence in class. If you leave before the class ends without any excuse, you will be marked absent for the remaining class time. If you have problem with attendance registration in the system, please inform the professor on the same day. Attendance cannot be updated more than 24 hours after class.  2 Let’s observe ground rules in class Be in class at least 5 min before time » Punctuality 15 min late, absent for the first 30 min 30 min late, absent for the first 1 hour Enter quietly without disturbing the class 10 min break, come back on time » Attention » Participation EXPECTATIONS Welcome to the Global Hotel Management – Managing Front To start with, the following Office Operations course! Over questions would build on the next few months, you will your prior knowledge as learn about various elements of you begin to engage with effective front office management. This is a project- some topics covered in this based course; therefore, you course. At this stage, it is will not only learn the facts and not important what experts concepts from the professor would think is the “right” but also from the discussions answer but rather what with your team in class and YOU think. outside class. Please complete the first two sections for each of the statements. In “My guess” – write “I agree“ or “I disagree” with the statement. In “My reason” – write why you agree or disagree. 3 EXPECTATIONS Share what you think. 4 OVERVIEW OF HOSPITALITY INDUSTRY Learning Objectives ✓ Identify distinct segments in the hospitality industry. ✓ Differentiate between a hotel, inn, and motel. ✓ Define hospitality-related terms. ✓ Discuss the meaning of hospitality. ✓ Explain the meaning of hospitality spirit. ✓ Describe the continuum of hospitality motives. 6 1. Sectors of hospitality industry Segments of the hospitality industry 7 8 9  Hospitality Industry Lodging Operations Food and Beverage Traditional hotels Operations Suite hotels Restaurants Extended-stay hotels Bars & Taverns Residential hotels Banquet and catering services Resort hotels Contract services Lifestyle hotels Snack Bars B&B hotels Vending Timeshare hotels Cruise Ships (Kasavana, 2024) 10 What is the difference between a hotel, inn, and motel? Hotel = primary Motel = a business is Inn = tends to contraction of the providing average 5 to 50 words “motor” and lodging facilities rooms and “hotel”; lodging for the general provides a facility that caters public and higher level of primarily to guests provides front personalized traveling by car; office, service generally located housekeeping in suburban or and restaurant roadside areas; do services; tends to not offer full- have 50 - 2,000 range services guestrooms or more 11 Broad definition of terms ▪ Hospitality means extending a warm welcome to guests or offering a home away from home. The word is derived from the Latin word “hospes” meaning host, visitor or stranger. ▪ Hospitality management is a broad career path that typically falls under hotels, resorts, and lodging establishments. It covers everything from lodging to dining, to entertainment to retail. ▪ Hotel management is typically limited to hotels. ▪ Hospitality industry is a vast sector that includes all the economic activities that directly or indirectly contribute to, or depend upon, travel, tourism and hospitality. (EHL, 2024) 12 2. Understanding Hospitality Hospitality from different perspectives. 13 A SYMBOL OF HOSPITALITY 14 In two or three columns Yellow Blue Red Is the color of gold, Is the colour of the clear Is the color of blood, butter and ripe lemons. sky and the deep sea. It and because of this it In the spectrum of is located between has historically been visible light, yellow is violet and green on the associated with sacrifice, found between green optical spectrum. danger and courage. and orange. 15 16 17 18 Source: Chon, K. ( 2019). Hospitality in Asia: A New Paradigm 19 Reflections 1. Do you think 2. Discuss the 4 3. Hospitality is pineapple as a aspects of the influenced by symbol of author’s definition culture and hospitality is still of hospitality: religion. How do relevant in today’s behavior, material you see this modern world? comfort, reflected in your What symbol convenience, own culture and would you replace smooth religion? it with and why? interactions. 20 Suggested symbols of hospitality 21  THE HOSPITALITY SPIRIT The hospitality spirit means it is the passion to give pleasure to others, happy to do something extra to make guest’s experience memorable. Create the “wow” experience for the guests, creating memorable experiences with warmth and caring. Create powerful and memorable moments of truth. Moments of truth = guest encounters  FOCUS ON SERVICE: Hospitality Is Offering A Cup Of Kindness Source: William B. Martin, Cal-tech Monterey Bay Walker (2017) Introduction to Hospitality Management “ MONEY IS IMPORTANT, BUT IT IS IMPORTANT AS A MEANS AND A NECESSARY INGREDIENT TO HELP US GET TO WHERE WE WANT TO GO. MONEY IS NOT THE PRIMARY REASON FOR HOSPITALITY. William B. Martin, Cal-tech Monterey Bay in Walker (2017) Introduction to Hospitality Management. ” Do you agree with this statement? Discuss your reasons.  A CONTINUUM OF HOSPITALITY MOTIVES Genuine hospitality is defined by the motive of the person. Ulterior motives Commercial hospitality Redistributive hospitality hospitality – for the – involves financial – no expectation of benefit of host transactions reciprocity Containing hospitality Reciprocal hospitality – Altruistic hospitality – motivated by fear offer is reciprocated in the – willingness to give future pleasure Source: Lashley, 2015 26 “Ability is what you're capable of doing. Motivation determines what you do. Attitude determines how well you do it.” - Lou Holtz 27 References Chon, K. (2019). Hospitality in Asia: A New Paradigm. Routledge: London Kasavana, M.L. (2024). Managing Front Office Operations, 11th edn. AHLEI: Chicago Lashley, C. (2015). Hospitality and Hospitableness. Research in Hospitality Management, 5(1), 1-7. Walker, J. (2017). Introduction to Hospitality Management. Pearson: London 28  Thanks! Any questions? You can find me at: [email protected] Room 209, W19 29 Credits Special thanks to all the people who made and released these awesome resources for free: × Presentation template by SlidesCarnival × Photographs by Unsplash × Watercolor textures by GraphicBurguer × Icons by Storyset × Photos by Unknown Authors are licensed under CC BY-SA-NC 30