Hospitality Industry Unit 3 PDF

UNIT 3 The Hospitality Industry BY: MAUREEN M. ATIENZA Unit Objective Analyze the relationship of Tourism to Hospitality. Understand the common features of destination Understand the different stakeholders of a destination Describe the components of destination...

UNIT 3 The Hospitality Industry BY: MAUREEN M. ATIENZA Unit Objective Analyze the relationship of Tourism to Hospitality. Understand the common features of destination Understand the different stakeholders of a destination Describe the components of destination Amalgam  The Relationship of Tourism to Hospitality The two Industries are the biggest and fastest – growing industry groupings in the world. One exciting aspect of this industry is that it is made up of many professions. What comes into your mind when you thought of a career in hospitality and tourism? Chef, Manager, Owner, Event Manager, Flight Steward? There are variety of possibilities that range from positions in restaurants, resorts, air and cruise lines, theme parks, attractions, and casinos etc. Scope of the Hospitality and Tourism Industries What is Hospitality? According to the Oxford English Dictionary, hospitality means “the reception and entertainment of guests, visitors or strangers with liberality and goodwill”. The word hospitality comes from hospice, a French word meaning “to provide care/shelter for travelers.”  Hospitality Industry refers to a variety of businesses and services linked to leisure and customer satisfaction. Hospitality does not only include hotels and restaurants but also refers to other kinds of institutions that offer shelter, food, or both to people away from their homes. It may also include those institutions that provide other types of services like private clubs, casinos, resorts, attractions and many others. Nature of Work in Hospitality Industry 1. It is a service industry. 2. Hospitality businesses are open 365 days a year and 24 hours a day. Work shifts: Morning shift 6am -2 pm Mid- shift 3 pm- 10 pm Graveyard shift 11 pm- 6 am 3. Hospitality workforce tends to work longer hours than people in other industries. 4. There is no holiday. Nature of Work in Hospitality Industry 5. It is a people oriented profession 6. It requires service oriented workforce 7. It is a challenging job 8. The job is rewarding 9. Working in hospitality is prestigious 10. It is a labor intensive industry. 11. It requires multi-skilled staff.  Characteristics of the Hospitality Industry 1. Intangibility Unlike physical products, services cannot be seen, tasted, felt, heard, or smelled before they are purchased. 2. Inseparability Service inseparability also means that customers are part of the product. Customers and employees must understand the service delivery system, since they are both coproducing the service.  Characteristics of the Hospitality Industry 3. Perishability Hospitality services and products can’t be stored 4. Variability Service quality depends on who provides the services and when and where they are provided. Fluctuating demand makes it difficult to deliver consistent products during periods of peak demand.  Development of Hospitality Products Factors required to become a Tourist’s Destination The richness and variety of destinations around the world continue to contribute to the success of the tourism sector. The supply of tourism demonstrates a complex pattern across the world because it is located in diverse environments and in differing economic and social contexts. The supply of tourism is also continually expanding as the pleasure periphery reaches ever more distant and remote locations including the Polar Regions.  Defining the Destination The focal point for the generation and delivery of tourism products and experiences and the implementation of management planning and policy. It provides the facilities and services to meet the needs of the tourists. Destinations are also both tangible as physical spaces and intangible as they generate images, expectations and memories.  Common features of Tourist Destination Most destinations can be identified to have four common features: Destinations are amalgams. Destinations are cultural appraisals. Destinations are inseparable: that is, tourism is produced where it consumed. Destinations are used not just by tourists but also by many other groups.  AMALGAM Most destinations comprise a core of the following components -The Four A: Attractions-act to pull the visitor to the destination. They include both natural and man – made attractions as well as events. Amenities- include accommodation, food and beverage outlets, entertainment, retailing and other services.  AMALGAM Most destinations comprise a core of the following components -The Four A: Access -includes both local transport around the destination and access to and from the destination (air, road and sea) through transport terminals. Ancillary -services come in the form of local organizations. Cultural Appraisals Visitors have to consider a destination to be attractive and worth the investment of time and money to visit It is vital to maintain the difference between the destination and the tourist’s home environment through good design and management and to avoid the development of uniform tourism landscapes. Inseparability Tourism is consumed where it is produced as visitors have to be physically present at a destination to experience tourism. Tourism by its very nature, is attracted to the unique and fragile parts of the world, destinations are vulnerable to tourist pressure and may suffer alteration. This is worsened by the fact that visitor pressure is often concentrated seasonally in time and at specific popular locations. Components of the Destination Amalgam Amenities A tourist destination requires a range of amenities, support facilities and services. We can characterize this sector as having a low level of concentration of ownership as these enterprises are often operated by small and medium – sized enterprises (SMEs). On the other hand, this is an advantage because it means that tourist expenditure flows into the local economy. Components of the Destination Amalgam Infrastructure and Superstructure We can consider infrastructure and superstructure as alternative ways if looking at the components of a destination. Components of the Destination Amalgam Infrastructure Represents all forms of construction above or below ground needed by an inhabited area, with extensive communication with the outside world as basis for tourism activity in the area. Adequate infrastructure is essential for destination areas and is mainly in the form of: Transportation (road, railway, airport, car, parks) Utilities (electricity, water, communications) Components of the Destination Amalgam Superstructure Normally a private – sector activity; as it is the profit – generating element of the destination. Examples are: accommodation, built attractions and retailing and other services.  Destination Stakeholders Tourism destinations comprised a bunch of different actors within it. To be sustainable destination, it must satisfy all of its stakeholders in the long term. We must also remember that the tourist experience is made up of a series of small encounters with many stakeholders and that these encounters strongly influence the success or otherwise of the visit.  Destination Stakeholders Host community -the most important stakeholder as they live and work at the destination and provide local resources to visitors. Tourists- are looking for a satisfying experience, through properly segmented and developed products. They seek a high quality of service and a well managed and organized destination.  Destination Stakeholders Tourism Industry- is to large extend responsible for the existing development of tourism and delivery of the tourism product. Public sector- sees tourism as a means to increase incomes, stimulate regional development and generate employment. Other stakeholders -include pressure groups, chambers of commerce, and power brokers within the local, regional or national