The Hospitality Industry
Lodging Operations Food Service Operations Other Operations
► All-suite hotels ► Commercial cafeterias ► Airlines
► Casino hotels ► Education foodservice ► Campgrounds
► Conference ► Employee foodservice ► City clubs
centers ► Full-service restaurants ► Country clubs
► Full-service ► Health-care ► Cruise ships
hotels ► Lodging foodservice ► National parks
► Limited-service ► Quick service
hotels restaurants
► Resorts ► Recreational food
► Retirement service
communities ► Social caterers
The industry offers more career options than most.
The work is varied.
There are many opportunities to be creative.
This is a “people” business.
Hospitality jobs are not nine-to-five jobs.
There are opportunities for long-term career growth.
There are perks associated with many hospitality jobs.
Despite these advantages, there are some aspects of the business that many people don’t like:
Long hours.
Non-traditional schedule.
Pressure.
Accommodations
Lodging Industry is divided into two markets:
1. “Upstairs” guest
a) They are interested in what you find in the upstairs in a hotel, i.e. guestrooms
b) They want clean, comfortable accommodations
c) This market is willing to give up extra services – i.e., services they don’t want –
for a lower price.
d) This market focus on the basics in the guest room (i.e., inns)
e) All-suite properties represent a deluxe approach to the upstairs market (i.e. Motel
6)
2. “Downstairs” guest
a) Either needs the more extensive services of a full-service hotel or finds them
desirable.
b) Want the traditional lobby floor attractions of full service hotels: dining rooms,
cocktail lounges, meeting and banquet facilities
c) Willing to pay for the additional services because they are necessary or because
they can readily afford them.
Food Service
Establishments that provide food, snacks and beverages that are ordered by customers
and are intended for immediate consumption.
Establishments range from full-service restaurants to fast food outlets, delis, ice-
cream trucks, cafeterias, take-outs, contractors who provide meals to hospitals or
airlines, and catering firms.
Night clubs, lounges, bars and pubs are also included
Food Service is divided into two markets:
1. Dining Market
Fine dining restaurants
Casual upscale restaurants
2. Eating Market – off-premise segment
Take-out
Drive-through
Delivery
Banquets and Conferences
Aside from guestrooms, banquets and conferences generate additional revenues for
the properties.
Some large properties offer a catering department (or banquet department) headed by
a catering manager who books and sells banquet
Larger properties have special full-and part-time banquet service staffs
The banquet culinary team of a hotel has tremendous opportunity in impacting the
hotel’s food and beverage reputation because of the volume of people served.
The kind of service on this area may break or make the image of the property.
A wide range of services other than food and beverage) is used by hotels to
differentiate a property from its competitors.
Concierge and Super Floors – to provide guest service and information
Fitness Facilities
Spa Facilities
Business Centers
Leisure and Recreation as Tourism Generators
Destination attractions are often big hospitality businesses in themselves and act as magnets that
keep the flow of tourism not only going but also growing
Theme Parks / Amusement Parks Shopping Centers
Golf courses Natural Environments
Casinos & Gaming Fairs & Festivals
Entertainment Centers
What is Service?
The population group that has dominated the hospitality industry is the BABY BOOMERS.
Over the next ten years, this group will continue to move into the relatively well-off middle
years.
They are the best-educated consumers in history.
These relatively affluent, sophisticated consumers can afford and will pay for good service.
Competitive options give them plenty of other places to go if they don’t receive the kind of
service they seek.
Service is all actions and reactions that customers perceive they have purchased
The emphasis in our definition is on the guest’s total experience, which is made up of all
these so-called MOMENT OF TRUTH.
Indeed, from the guest’s point of view, service is the performance of the organization and its
staff.
TRENDS
1. CATERING TO MILLENIALS
Millennials (those ages 18-34) are expected to represent 50% of all travelers to the USA by
2025, according to the Cornell Center for Hospitality Research.
Companies need to define their strategies based on this demographic group’s personality traits
and habits—they travel a lot; are early adopters of technology; like personalized interactions
and are spontaneous.
Hotels will want to please them with easy check-in and gourmet dining experiences at
reasonable prices. In return, satisfied millennials will actively promote their businesses on
social media channels.
2. TECH EXPLOSION
The majority of guests today are self-sufficient, tech-savvy travelers who are
comfortable using apps or mobile websites.
Hotels need to make sure their offerings are up-to-date and user-friendly.
At business meetings and conferences, travelers expect hotels and conference centers
to have high quality tech equipment and a knowledgeable support staff.
3. . INFLUX OF INTERNATIONAL VISITORS
International leisure travel is on the rise—Dubai International Airport has become the
busiest airport in the world.
Hotels must be able to provide services in a multitude of languages, and tailored
experiences properly suited to the culture and unique needs of their international
visitors.
4. INCREASED EMPHASIS ON HEALTH AND WELL BEING
Guests today are taking charge of their health; hotels are responding with well-
equipped fitness centers, pools and spas.
Increasingly, travelers are expecting innovative wellness options. In addition to
healthy food options, growing trends include lighting that energizes, air purification,
yoga spaces, in-room exercise equipment and even vitamin-infused shower water.
5. . NEED FOR SEAMLESS TECHNOLOGY
Seamless connectivity across platforms and devices is growing more important.
Many hotel groups are offering mobile check-in and digital concierge services. At
Aria Resort and Casino in Las Vegas, guests are issued high-tech cards that detect
their presence and unlock the door before they even reach it.
6. SUSTAINABILITY RULES
Eco-friendly practices are becoming the norm, as properties focus on renewable
energy resources and water scarcity.
Many hotels are installing solar panels and updating systems so that air conditioners
and lights automatically switch off when guests leave their rooms.
7. NEW ROLES FOR STAFF
Many travelers seem to prefer technology to human beings—they want to check-in
digitally and don’t mind if a robot delivers room service..
This will give staff the opportunity to focus on more personalized service, as opposed
to rote tasks.
8. DESTINATION PROMOTION
The explosion of social media is causing hotels to become more involved in
destination and self-promotion.
Many are featuring guests’ images and tweets on their websites; some are even using
the material in their advertising campaigns.
9. REAL TIME DAMAGE CONTROL
If a hotel guest is dissatisfied, he or she can easily complain on Facebook, Twitter,
Yelp or TripAdvisior.
Hoteliers must be able to quickly respond. Engaging with customers and responding
to their needs through these public forums help maintain positive guest relations and
drive future bookings.
10. UNIQUE PERKS
With so many brands to choose from, properties need to find a way to stand out.
Some are offering free daily wine tastings in their lobbies or bars; some are
incorporating sophisticated informational screens in bathroom mirrors; and others are
giving away curated set lists of downloadable music.
