HMPE2-L1.pptx

FRONT OFFICE OPERATIONS Chapter 1 Customer Service in Hospitality & Tourism Industry  What is Hospitality? LESSON 1: Travel, Tourism and Hospitality Learning Outcomes By the end of this lesson, the student will be able to:...

FRONT OFFICE OPERATIONS Chapter 1 Customer Service in Hospitality & Tourism Industry  What is Hospitality? LESSON 1: Travel, Tourism and Hospitality Learning Outcomes By the end of this lesson, the student will be able to: It is the friendly and generous reception and 1. Be familiar about how Customer Service works in entertainment of guests, visitors, or strangers. the Hospitality and Tourism Industry Hospitality is defined as taking care of your 2. Identify different Nature of customers. guests and anticipating their needs. An example 3. Know the effects and of hospitality is making the bed every morning impacts of poor customer for someone staying at your house. service.  The word hospitality evolved from the Latin hospitalitis, which referred to the relationship between guest and host, as it took its root from hospes, the word for host, guest, stranger, or visitor. Thus hospitality is the act of welcoming guests or strangers or “entertainment of guests or strangers without reward or with kind and generous liberality.” (Webster Dictionary). Synonyms: friendliness, hospitableness, welcome, warm reception, helpfulness, neighborliness, warmth, warm- heartedness, kindness, kind-heartedness, congeniality, sociability, conviviality, cordiality, amicability, open- handedness. What is Tourism? Tourism is generally regarded as the act of travelling to a different location, for either business or pleasure purposes. However, it actually has quite a specific definition: the act of travelling to another environment, for at least 24 hours, but for no longer than one year, for purposes related to business or leisure. A tourist is generally only classed as such if they stay in overnight accommodation situated in the location they travel to. By its very nature, tourism involves a round trip, rather than travel in one direction only. With this in mind, the tourism industry refers to all aspects of the service industry that cater to tourists. What is the Travel Industry? Travel refers to the act of moving from one location to another. This can refer to long-distance travel, short- distance travel, overseas travel, domestic travel and various other forms. Crucially, travel also includes both round trips and one-way journeys, and it covers a wide variety of different travel purposes. The travel industry, therefore, refers to the numerous aspects of the wider service industry which cater for the needs and desires of those who have travelled from one part of the world to another. TOURISM is an umbrella term. It covers travel, transport and hospitality industry along with many other sectors. Hospitableness is learnt through culture at home, society and locality. Hospitality only emerged to assist travelers. People travel for many reasons; business, pleasure, higher studies, medical treatment, pilgrimage etc. When they travel, they need food and shelter. Hospitality industry fulfills that need, for a return fee, of course!  Travel before invention of Wheel! On foot or on animals! People formed a group (like caravan) and travelled through the day. At nightfall, they needed a safe place to protect them from wild animals and bandits. Animals needed rest, too. Origin of the word Tourism The term Tourism seems to have been derived from the Latin word “tornus”, which means a compass like tool for making circles or wheel in motion. Circle denotes the circular journey or trip. Now, let’s talk NOW THAT WE KNW The Basics of Guest Service Place Your Picture Here And Send To Back 30 Place Your Picture Here And Send To Back 30 Place Your Picture Here And Send To Back 30 Place Your Picture Here And Send To Back 30 Place Your Picture Here And Send To Back 30 Place Your Picture Here And Send To Back 30 Place Your Picture Here And Send To Back 30 Place Your Picture Here And Send To Back 30 Place Your Picture Here And Send To Back 30 Place Your Picture Here And Send To Back 30 Place Your Picture Here And Send To Back 30 Place Your Picture Here And Send To Back 30 Place Your Picture Here And Send To Back 30 Place Your Picture Here And Send To Back 30