INTRODUCTION TO HOSPITALITY

INDUSTRY
HPC 311
 HOSPITALITY

• YOU CAN SIMPLY SAY- “ WELCOMING AND

TAKING CARE OF PEOPLE”
– HOSPITABLE TREATMENT, RECEPTION OR
DISPOSITION
– ACTIVITY OR BUSINESS PROVIDING SERVICES TO
GUESTS IN HOTELS, RESTAURANTS, BARS
 HOSPITALITY INDUSTRY

• It has changed dramatically over the past decade, but the

principle remains the same.
• Service is an experience, as opposed to a tangible
product.
• Impeccable service is difficult to describe, measure and
some cases, difficult to standardize.
• Service must be
– Anticipatory
– Friendy
– Professional
– Leavend with good humor
 INDUSTRIES INCLUDED IN THE HOSPITALITY INDUSTRY

• HOTELS
• RESTAURANTS
• CASINOS
• AMUSEMENT PARKS
• EVENTS
• CRUISES
• ENTERTAINMENT
• AIRLINES
• TOURISM RELATED INDUSTRIES
Look and Analyze the Picture
 HOSPITALITY

• The act of kindness in welcoming and looking

after basic needs of guests or strangers, mainly
in relation to food, drink and accommodation
• Refers to the relationship process between a
guest and a host
• The reception and entertainment of guests,
visitors or strangers with liberality and goodwill
• Derived from the latin word Hospitare meaning
“to receive as a guest”
 The hospitality industry is complex

• It covers a wide range of:

– Jobs
– Locations
– Activities
– Economic brackets
There are four sectors of the hospitality industry

• Food and beverage

• Lodging
• Recreation
• Travel and tourism
 Charecteristics of the Hospitality Industry
• Shift Work
• The main physical products often called the tangible aspects of hospitality
– Food
– Drink
– Actual room
•
• The qualities of staff and the way they deliver the service are often more important than the tangible
products in making a hospitality experience satisfactory or unsatisfactory or these are the “intangible aspects
of the hospitality”
• Inseperability of production and consumption
• Highly perishable product
• No such thing as business hours
• Hospitality operations run on a 24 hour basis all year round
•
• One of the problems of the industry is that workers are often minimum wage for entry jobs, and that they are
unable to afford the service that they are providing.
• For the employees to be able to provide the necessary level of service they too must feel appreciated and
supported.
• One of the primary duties of hospitality managers is to lead in such a way that both their internal and
external customers can find satisfaction.
 The objectives of the Hospitality Industry

• Making the guest feel welcome personally

• Making things work for the guest
• Making sure that the operation will continue
to provide service and meet its budget
 Trends influencing the hospitality industry

• Technology
• More comfortable travel
• Communication
• Early retirement
• Longer life span and better health in senior years
• Political changes
• Two wage earner families
• Smaller families
• Change in consumer spending patterns
• Social impact
• Shorter work week
• More leisure time
• Short last minute trips
• Seasonality not a major factor
• Greater disposable income
 4 SECTORS OF THE HOSPITALITY INDUSTRY

• FOOD AND BEVERAGE

• LODGING
• RECREATION
• TRAVEL AND TOURISM
 FOOD AND BEVERAGE SECTOR

• CONSIST OF BUSINESSES THAT PREPARE FOOD

FOR CUSTOMERS.
 LODGING SECTOR

• ALSO KNOWN AS ACCOMMODATIONS IS A PLACE TO SLEEP FOR ONE OR

MORE NIGHTS. IT PROVIDES A PLACE FOR PEOPLE TO SLEEP OVERNIGHT. IT
CAN BE ONE OF MANY SLEEPING PLACES SUCH AS
– Hotel
– hostel
– Motel
– Apartelle
– Capsul hotel
– Bed and breakfast
– Home stay
– Serviced apartments
– Resorts
– Tranciets
– Condotel
– Boarding house
 RECREATION SECTOR

• ANY ACTIVITY THAT PEOPLE DO FOR

– REST
– RELAXATION
– ENJOYMENT
• THE GOAL OF RECREATION IS TO REFRESH A PERSON’S
BODY AND MIND.
 TRAVEL SECTOR

• IS THE BUSINESS OF MOVING PEOPLE FROM PLACE TO

PLACE THAT PROVIDES SERVICES THAT PROMOTE TOUR
AND VACATION.PARTS OF THIS ARE
– Bus
– Planes
– Cruise
– Boat
– Passenger trains
– Conventions
– Tour operators
– Travel agencies
TRENDS INFLUENCING THE HOSPITALITY INDUSTRY

• DEMAND FOR LEISURE TRAVEL SERVICES WILL

CONTINUEN TO OUTSPACE THAT FOR
BUSINESS TRAVEL
• ACTIVITIES THAT PROMOTE STRESS
REDUCTION WILL GAIN IN POPULARITY
• MEETINGS AND CONVENTIONS WILL DRIVE
THE DEMAND FOR BUSINESS TRAVEL SERVICES
“EXPECT TO BE FIRED IF YOU ARE NOT WIRED”

HOTELS, RESORTS, CONFERENCE CENTERS, EVEN

AIRLINES THAT DON’T PROVIDE HIGH SPEED
INTERNET ACCESS WILL RAPIDLY DISCOVER THE
ERROR THEIR WAYS AS MORE TRAVELERS BOTH
BUSINESS AND LEISURE, DEMAND SUCH ACCESS.
AND THEY PROBABLY HEAD ELSEWHERE IF THEY
DON’T GET IT
GIVE AT LEAST ONE EXAMPLE OF ESTABLISHMENT OF EACH
SECTOR OF HOSPITALITY THAT YOU HAVE VISITED. MAKE A
COLLAGE OF PHOTOS OF YOUR VISIT AND EXPLAIN YOUR
EXPERIENCE IN EACH ONE OF THEM.

F&B LODGING

(INSERT PICTURE) (INSERT PICTURE)

RECREATION TRAVEL

(INSERT PICTURE) (INSERT PICTURE)

 CAREER OPPORTUNITIES

• Until the 1950’s, management personnel in

the Hospitality Industry were not normally
college educated. Those who are interested in
Hospitality Management typically began their
careers by lower-level jobs to learn the
business and eventually worked their way up
through the organization.
 Experience Requirements

• Still important consideration from many

employers is about the work experience
gained while attending classes has been
instrumental in finding good jobs after
graduation.
Qualification and Employer Assessment
• Attitude and Character
• Communication Skills
• Skills and Experience
Things Every Job Seeker Should Know Before Starting Their Search

• Clean up your act on Social Media

• You are going to need a strong resume
• Focus on your accomplishments
• Get a feel for the company before and during the
interview
• Use your network
• Be patient on post interviews
• Keep an open mind
• Keep it all in perspective
• It’s not personal
 FAQs in JOB INTERVIEWS

• Tell me something about yourself

• What are your biggest weaknesses?
• What are your biggest strengths?
• Where do you see yourself in five years?
• Out of all the candidates, why should we hire you?
• How did you learn about the opening?
• Why do you want this job?
• What do you consider to be your biggest professional achievement?
• Tell me about the last time a co-worker or customer got angry with you.
What happened?
• Describe your dream job.
• Why do you want to leave your current job?
• What kind of work environment do you like best?
• Tell me about the toughest decision you have made in the last 6 months.
• What is your leadership style?
• Tell me about a time you disagreed with a decision. What did you do?
• Tell me how you think other people would describe you.
• What can we expect from you in your first 3 months?
• What do you like to do outside of work?
• What was your salary in your last job?
• A snail is at the bottom of a 30 foot well, each day he climbs up three feet, but at
night he slips back two feet. How many days will it take him to climb up out of the
well?
• What questions do you have for me?
• What do you expect me to accomplish in the first 90 days?
• What are the 3 traits your top performers have in common?
• What really drives results in this job?
• What do you plan to do if you did not pass in this job?
 Quiz
• Now that you are already a third year student
and you have learned the difficulties of
applying for a job, what position would you
like to apply for after graduation and how
would you think you will reach your dream job
eventually?
 Commercial Operations

• Three basic commercial food service/hotel

operations
– Independents
– Chain Restaurants
– Franchises
 INDEPENDENTS
• Owned by an owner who have one or more
properties that have no chain relationship
• Menus may not be identical among properties
• Food purchase specifications may differ,
operating procedures are varied etc
 Chain
• Part of a multi-unit organization
• Often share the same menu or offerings
• Purchase supplies and equipment cooperatively.
• Follow operating procedures that have been
standardized for every restaurant in the chain
• May be owned by a parent company a franchise
company or by a private owner or owners
• Some chains are operated by a management
company
 Advantages of Chain

• Large chains can readily acquire cash, credit and

long term leases on land and buildings
• Ability to experiment with different menus, themes,
design and operating procedures
• Can afford staff specialists who are experts in
finance, construction, operations and recipe
development
• Able to generate internal financial information that
can be used as a basis of comparison among
properties
 Disadvantages

• Difficult to keep up with changing markets and

economic conditions
• Involve a large amount of paper work rules and
procedures that can slow them down
• Top management may lose motivation to keep
up and what is best for the company might not
always receive the highest the highest priority.
 Franchises

• A special category of chain operations

• The franchise (the owner of the franchise
property) pay fees to:
– Use the name
– Building design
– Business of the franchiser (the franchise company)
 In the initial franchise fees, the franchisee may be required to
pay:

• Royalty fees assessed on the basis of a

specified percentage of sales or other factors
• Advertising costs, sign rental fees and other
costs such as stationary and food products
 Advantages
• Start up assistance
• Company sponsored training programs for management staff
and training resource materials for employees
• National contributions toward local advertising campaigns
• Lower food costs due to volume purchasing by the chain
• Tested operating procedures which specify how things
should be done
• Higher sales because
– More extensive advertising
– Greater name recognition of the franchise chain
– The consistency of product and services among chain properties
 Disadvantages

• The contract is generally very restrictive

• The menu might be set along with the décor, required furnishings
and production equipment
• The franchise has little choice about
– The style of operation
– The product served
– Services offered
– Methods of operation
• Since the franchise agreement is drawn up by the franchiser, the
document generally favors the franchiser
• The agreement may leave little to negotiate
• This causes problems if there are disagreements between the two
parties.
 Institutional Operations

• Traditionally, a large percentage of institutional food

service operations have focused on nutrition and
other non-economic factors
• Today, as pressures for cost containment accompany
reduced income, there is a need to manage
institutional food service operations as professional
businesses
• Sometimes this is done by the institutions themselves
• Other institutions choose management companies to
help them minimize costs
 Disadvantages
• Too much control in matters that affect the public image of the
institution, long range operating plans and other important issues
• Some people may dislike having a profit-making business involved
in the operation of a health care, educational or other
institutional food service program
• There may be concerns that a management company will
decrease food and beverage or hotel amenities quality
• The institutional operations may depend too much on the
management company.
• Although management companies are usually hired to reduce
operating costs, higher operating costs are also possible when
management companies are used.
 Management Companies Advantages

• Large nationwide management companies have

greater resources to solve specific problems
• Can save money for institutions through effective
negotiations with suppliers.
• Can often operate institutional food service
programs at a lower cost than the institutions can
• Institution administrators trained in areas other
than the food service operations can delegate food
service responsibilities to professional food service
managers
1. THE MOST LABOR INTENSIVE SECTOR OF HOSPITALITY.
2. LODGING IS ALSO KNOWN AS ________.
3. THE GOAL OF THIS IS TO REFRESH A PERSON’S BODY AND
MIND.
4. IT IS THE BUSINESS OF MOVING PEOPLE FROM PLACE TO
PLACE THAT PROVIDES SERVICES THAT PROMOTE TOUR.
5. IT CONSISTS OF BUSINESSES THAT PREPARE FOOD FOR
CUSTOMERS.
6-17 EXAMPLES OF F&B BUSINESSES
18-29 EXAMPLES OF ACCOMMODATION
30-50 EXAMPLES OF RECREATION
ESSAY
6. WHAT IS THE DIFFERENCE BETWEEN ONSITE AND OFFSITE
CATERING?
7. WHAT FOR YOU IS THE MEANING OF THE PHRASE “EXPECT
TO BE FIRED IF YOU ARE NOT WIRED?”
 Food and Beverage

Just as people need shelter when travelling, so do they need food to eat. Tourism
provides both state sponsored and private food facilities to meet any state and budget.
These may be classified as follows:
– Restaurants
– Bars
– Canteens
– Kiosks
– Café
– Specialty
– Grill/Rotisserie
– Discotheque
– Clubs
– Fast food
– Casual dining
– Fine dining
– Food Court
 Health Facilities

• Obviously required for the care of travellers.

Hotels have house doctors while tourist
centers have care centers.
 Highway

• To designate major roads intended for travel

by the public between important destinations.
 Left luggage facilities

• Found at airports, surface transport terminals

and hotels to enable guests to travel
upcountry without having to haul their heavy
baggage.
 Museums

• Great attraction to all travellers especially for

their exhibits of rare collections and their
educational value.
 Power Generation

• Vital to feed electrical and electronic machines

that have become part of everyday life
 Power Works

• Constructions that improve the infrastructure to boost the

economy of the state like:
– Airports
– Canals
– Dams
– Railroads
– Dikes
– Pipelines
– Roads
– Tunnels
– Artificial harbours
– Water purification
– sewage
 Natural Resources

• A country is lucky if blessed with natural

resources. They attract tourists in numbers and
many countries capitalize on this. It may be
classified as follows:
– Climate
– Flora and Fauna
– Scenery
– Minerals
– Rivers, Lakes and Waterfalls
– Beaches
 Telecommunication

• Transmission of signals over a distance to

communicate
 Tour Guides

• Qualified professionals who lead tourists

around a town, museum or other tourist sites
 Transportation

• Vital to move travellers around the world

 Essay
• After watching the movie what are the things
that you have observed regarding the cruise?
• Would you still consider working in the cruise?
• What position would you best fit in working in
the cruise?
 To understand service, we must see how it
differs from selling tangible products

• The time period between the demand by a customer

and the supply of the request is very short sometimes
immediate.
• The service is face to face with the customer
• It is consumed immediately
• Largely based on reputation
• Skill is very crucial
• It can not be stored
• Provided by people
• Relatively expensive
Service touches all the senses discerning each component

• Sense of sight
• Sense of smell
• Sense of hearing
• Sense of taste
• Sense of touch
 Understanding Customer’s Needs and
Wants
• All human have needs
• These needs can be collated into 5 broad
categories
• The categories have ascending hierarchal order
• Malow’s Hierarchy of Needs
• That all the needs of a lower category must be
satisfied to allow the person to move to all the
needs of a higher catgory
Maslow’s Hierarchy of Needs
 Outlook for Hospitality
• The effect of pandemic and other events have
resulted in:
– Travel restrictions
– Safety and security issues
– Cost of operations
– Government regulations
– Destinations that have been affected
 Polarization

• Limited service versus Service Intensive

organizations has led to growth in certain
segments of the industry (luxury hotels,
limited service restaurants) has generally been
positive for the industry as a whole as for
consumers.
 Accelerating Competition

• Competition across segments has increased

dramatically
• International competition has also increased
• Competition has led to more emphasis on
creating specialized niches and better
management practices
• Factors include:
– Cost of money
– Demand for specific services
 Service is the difference

• Service is what more and more what brings

customers back (or prevents them from
returning)
• Companies that provide excellent service
inevitably lead their segments
• Not limited to hospitality
 Value Consciousness

• Customers are getting smarter and more

selective
• Customers look for value in all hospitality
experiences and purchases
• Value doesn’t mean the lowest price
• Customers also tend to balance time and
money spent
 Technology

• The hospitality industry has been one of the

laggards in terms of adapting to new technologies
but the industry has made some inroads
• Perhaps the segment that is the most advanced is
the airline industry, both in terms of on-line
interaction with customers as well as up to the
minute pricing.
• New technologies are being introduced every year.
 Empowerment
• Empowerment is the act of providing
additional levels of responsibility to both
employees and managers
• This has been the result of cost cutting efforts
but also as a result of trying to improve
customer satisfaction
• It has been able to happen because of the
new “breed” of employees as well as
improved technology and communication
 Diversity
• Hospitality organizations are becoming more
diverse in response to changes in society as
well demographic shifts and becoming more
aware of the importance of a diverse
organization
• Certain companies have established
themselves as leaders in this area .
 Concern with security

• Concern for personal security and safety has

resulted in destinations, organizations and
society in general attempting to provide a
greater level of safety for travelers
• Examples include airline marshals, hotel
security forces, cameras, and increased
education.
 Concern with sanitation

• Increases in food borne illness has resulted in

a raised concern on the part of consumers
• More recent incidents have also raised
questions about the quality of the food supply
and even the water supply.
Customer Process- The effects on the customer
service characteristic and the resource
utilization can be considered as follows:
• Service Types
• Availability
• Level of service
• Reliability
• Flexibility of the service
 Menu- the menu dictates

• How your operation will be organized and

managed
• The extent to which it will meet goals
• How the building itself (interior) should be
designed and constructed
 For Guests

• The menu is much more than just a list of

available food
• Communicates the operations’ image by
helping set a mood and build interest and
excitement
 For production employees:

• Dictates what food must be prepared

• The tasks of service employees are also
influenced by what items are offered on the
menu
 For Managers

• Menu is the chief in house marketing sales

and tool
• Tells them what food and beverage must be
purchased
• Types of equipment they have to have
• The number of workers they must hire
• The skill level of those workers
Menu Planning- when menu has been properly planned:

• Work will flow more smoothly

• Guests will be served more effectively
• Profits will be greater
How does a menu planner go about making these selection?

• Know your guests

• What kind of guests>?
• Are they willing to pay for a meal?
• What do your guests want to eat and drink?
 Guest preferences

• By interviewing guests
• Reading surveys
• Comment cards
• Trade journals
• Studying production and sales records
 Knowing your operation

• Theme or cuisine
• Equipment
• Personnel
• Quality standards
• budget
 3 Basic Categories of Menu

• Table d’hote
• A la carte
• Combination
 Common Menu Design Mistakes

• Menu is too small

• Font is too small
• No descriptive copy
• Every Item treated the same
• Some are not listed
• Clip on problems
• Basic info about the property and its policies are
not included
• Blank pages
 Menu Balance

• The menu should be reviewed for business,

aesthetic and nutritional balance.
• The balance between food costs, menu prices, the
popularity of items, and other financial and
marketing considerations.
• The degree to which meals have been constructed
with an eye to the colors, textures, and flavor of
foods.
• More important for institutional food service
operations than for commercial properties.
 A well designed menu complements:

• A restaurant’s over all theme

• Blends in with the interior décor
• Communicates with guests
• Helps sell the operation and its menu items
 QUIZ
1. NOW THAT WE ARE RECOVERING FROM PANDEMIC,
DO YOU THINK IT IS STILL IMPORTANT TO PRIORITIZE
OUR CONCERN ABOUT SECURITY AND SANITATION?
2. WHAT HAVE YOU OBSERVED IN THE CUSTOMER
PROCESS OF MCDONALDS IN SINILOAN AND WHAT DO
YOU THINK ARE THE POSSIBLE WAYS TO FURTHER
IMPROVE IT?
3. WHAT IS THE IMPORTANCE OF A GOOD MENU TO A
CUSTOMER?
4. WHAT IS THE IMPORTANCE OF GOOD MENU TO THE
EMPLOYEES?
5. WHAT IS THE IMPORTANCE OF GOOD MENU TO THE
MANAGERS?
 Hospitality is an exciting career

• Fast paced, fascinating, and fun

• Competitive pay
• Advancement opportunities
• Flexibility
 Hospitality spirit
• Wanting to do something extra to make the
guest’s experience memorable
• Providing service through “servant leadership”
 The pineapple tradition
• The pineapple has enjoyed a rich and romantic
heritage as a symbol of welcome, friendship,
and hospitality
 Moment of truth
• It is an expression used to describe a guest
and an associate meeting as when a guest
walks into a restaurant.
– Front of the house- interaction with guests
– Back of the house- behind the scene, hardest part
– Heart of the house
 Identifying which hospitality sector best
suits you
• The hospitality industry includes diverse
careers and professions, making it an excellent
sector for workers with various skills and
personality types. Whether you’re an introvert
who prefers to work alone or a bubbly,
conversational individual, hospitality has
something for everyone. If you want to work
in a hotel, consider which department or
position best fits you.
• Front desk: Front-facing, customer-focused positions, great for
outgoing personality types
• Housekeeping: Back-of-the-house positions, perfect for task-
oriented or meticulous employees
• F&B: Front-facing and back-of-house positions available, often
working in a busy, high-stress environment
• Maintenance: Skill-based and goal-focused positions that
require big-picture thinkers with excellent task-management
skills
• Meetings and events: A range of primarily forward-facing
positions available for event planners, organizers, coordinators,
and more
 Knowing where to look
• As customer service lies at the heart of hospitality, it’s
common for professionals to turn to members of their local
network for references, recommendations, and referrals.
Many entry-level hospitality jobs are shared through local
and employee referrals, the hiring manager’s professional
network, or an individual’s social media accounts.
• If you already know where you want to work, get to know
the people there. Introduce yourself to the management
team at hotels, restaurants, and other venues that interest
you. If you’re not sure where to start, there are a variety of
hospitality employment resources available, including:
• Online advertisements. Online job ads are especially beneficial if you’re
new to the industry or a particular destination. If you lack first-person
word-of-mouth recommendations, breaking into your local industry
may feel intimidating. Keep an eye out for online ads on job boards,
local news sites, and search engine results to streamline your search.
• Social media pages. Follow venue Facebook pages, join local hospitality
groups, and keep a close eye on the Instagram pages of the hotels or
destinations where you want to work. Regularly check social media,
scanning for links to external job sites or brand listings.
• Hospitality websites. Numerous online hospitality job boards are
dedicated to helping workers connect to available industry positions.
Peruse various sites to see which jobs spark your interest or are
available near you, such as:
 Brand job boards.
• In addition to general hospitality job boards,
many brands publish their own listing sites. If
you’d like to work with a particular brand, like
Marriott or Hilton, consider looking for a job
directly with them via branded resources
 Staffing agencies.
• Staffing and temporary work agencies are
fantastic resources for helping individuals get
their foot through the door. Although there are
various hospitality-specific staffing agencies, like
Hospitality Staffing Solutions, it’s also common
for local staffing agencies to work directly with
nearby hotels as they help fill entry-level
positions in guest service, housekeeping,
maintenance, and other departments.
Expanding your hospitality knowledge
• Become a go-to person for all things
hospitality, from industry trends to the latest
marketing techniques. Stay current on the
latest to remain relevant in an increasingly
competitive field.
Keeping up with industry certifications
• Having credentials can significantly impact
how quickly you land your dream travel job.
Show other hospitality professionals that
you’re serious about a career in the industry
by holding various certifications, like HubSpot
Academy’s Inbound Marketing Certification,
a certificate in hospitality revenue
management (CRHM), or ServSafe
certifications for those involved on the F&B
side.
 Determining your career path
• After exploring the wide and wonderful world
of hospitality, pick a career path you’re
enthusiastic about. Instead of thinking about
where to start, consider where you’d like to go
in the industry. Visualizing where you want to
end up can help determine which steps you
should take to advance your career down a
path that speaks to you.
 SCHED
• JANUARY 8 MONDAY- Lab Activity- anything
that is in your FS Menu.
• JANUARY 15-16 FOD
• JANUARY 17-18 FINAL EXAM
 QUIZ
• Why is it said that Hospitality is an exciting career?
• What is pineapple tradition and what is your
understanding about hospitality spirit?
• What is your understanding about “moment of
truth” in hospitality?
• What do you think is the hospitality sector that
best suits you and why?
• Why is it important to keep up with hospitality
certifications?