Introduction to Hospitality Management Specialization PDF

What is Tourism? “Tourism comprises the activities developed by people during their trips and stays in different locations, (different from their usual living areas, during a certain period of time (lower than a consecutive year) with a purpose of leisure, business or other reasons...

What is Tourism? “Tourism comprises the activities developed by people during their trips and stays in different locations, (different from their usual living areas, during a certain period of time (lower than a consecutive year) with a purpose of leisure, business or other reasons” World Tourism Organization (WTO)  What’s the difference between a tourist and a hiker?  TOURIST: traveler who spends at least one night in a collective or private tourist accommodation in the visited place HIKER: visitor who does not spend the night in any kind of collective or privateaccommodation in the visited place.  HOSPITALITY (ACCOMODATION & CATERING INDUSTRY): commercial system composed of tangible and intangible assets in order to meet the basic needs of resting and feeding of users away from home. It belongs to the service sector. CATERING: all & each of the locations and procedures for the processing, sale and service of meals and / or beverages away from home.  Why is it so important the Hospitality Industry?  SERVICE SECTOR: Tertiary sector of the economy. It includes all those activities that are not part of the agriculture, livestock or industrial production. SERVICE: An output that adds value to our personal lives.  What are the main differences between Products and Services? DIFFERENCES BETWEEN PRODUCTS & SERVICES (WTO) SERVICE PRODUCT -Service is intangible -Product is tangible -The service produces a right to -The ownership is transferred when be used, without transferring the bought ownership -The product can be resold to -The tourist experience can not someone else -The product can be stored be transferred -The product can be tested -Service not sold, service lost. Is -The consumption of a product is perishable. preceded by its production -The service cannot be tested -Production and consumption generally takes place at the same time DIFFERENCES BETWEEN PRODUCTS & SERVICES (WTO) SERVICE PRODUCT -Production, sale and -Production, sale and consumption generally takes consumption takes place in place in the same place different places. -It is the customer who moves -Products can be towards the service transported wherever the -The client participates in the customer wants. service production -The areas of production / -The contact, in most consumption are delimited cases is straightforward without -The contact between customer / intermediates manufacturer is not direct (with intermediates). SPECIAL FEATURES OF THE SERVICE SECTOR. 1.High influence of human capital in customer loyalty. 2. Over 95% of customer contacts with the company is made through interactions between the guest and the contact staff. 3. Importance of professionalism , motivation and Staff training. 4. The economic, political and social situation has a direct impact on the sector.  GUESTS I S LINE EMPLOYEES N U F O P R P MANAGEMENT M O A R T I T GUIDANCE O TEAM N What are the Tourist Services?  SERVICE SERVICE TOURIST SUPPLIER LEISURE & HOSPITALITY TRANSPORTATION CULTURE (ACCOMODATION & CATERING) VALUE  “Tourist services are the activities generated by service companies adressed to tourists, which are often related with entertainment and leisure activities outside the residence place. “In this way, tourist services would be composed by all transport activities, the use of leisure and cultural spaces, accomodation and catering, as well as the organization of those activies, that enable the production and distribution, adding value to our personal lives.” Rubén Huertas García i Rosa Domínguez Galcerán  FEATURES OF THE TOURIST SECTOR Tourism accounts for 11% of national GDP and provides 10.1% of overall employment in Spain. Spain is one of the leading world Touristic destinations, both in terms of number of visitors and incomes. Within tourist activities, accommodation 23% of the global demand, Catering 37% of the global demand. In Barcelona, tourist activity accounted in 15% of the GDP*. *GDP (Gross Domestic Product) : value of all final products and services produced in an economy in a period of time, usually one year. SUMMARY -What is the etymological origin of the word "hotel" and "tourism"? - Justify the importance of the human factor in the hospitality and catering sector. - What type of activities are included and which is the main feature of the hospitality industry sector? - What are the rules of the “inverted pyramid “ management model? which are the main elements?? -To which group of tourist services belong the following activities: theme parks, spas, cruises, tour guides, museums, casinos?