HOSPITALITY INDUSTRY

Group I
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Reporter

• Camila Abalos
• Princess Kaye Cabalteja
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• Marchella Ayap
• Melija Amansec

Hospitality Industry 2
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The hospitality industry is ever-changing and the

global scene is changing faster than ever before. As a
whole, the industry continues to grow and consumers.
Some of the forces poised to drive revenue for hotels,
airlines, restaurants, and other player in the travel
ecosystem.
- Healthy Consumer Spending
- Intense Airline Competition
- Healthy Corporate Travel Demand
- From Products to Experiences

Introduction
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Hospitality
It refers to the relationship between a guest
and a host, wherein the host receives the
guest with goodwill, including the
reception and entertainment of guest,
visitors, or strangers.
Hospitality is a broad industry which
includes lodging, event planning, theme
parks, transportation, cruise line, and
additional fields within the tourism
industry.
• The Hospitality Industry includes the companies or organizations which
provide food and/ or drink and/or accommodation to people who are away
from home.

Hospitality Industry
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1. The Hospitality & Tourism ( H&T) industry is about service.
- The industry provides service to people when they are away from their home, and sometimes
even when they are home.
2. The H&T industry is about diversity
- There are small, large, privately owned and publicly owned businesses.
3. The H&T industry is about entrepreneurs
- The H&T industry is full of businesses that serve people and are owned by a single person or
family. This means not only are there many H&T jobs working for someone else, there is a lot of
H&T opportunity to work for yourself.

Features of Hospitality and Tourism

Industry
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The hospitality industry is complex. It covers a wide range
of jobs locations, activities, and economic brackets

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Food and beverage also known as the foodservice industry, consists of businesses that prepare food for customers.
Lodging also known as accommodation, is a place to sleep for one or more nights. A business in the lodging industry provides a
place to people to sleep overnight.
Recreation is any activity that people do for rest, relaxation and enjoyment. The goal of recreation is to refresh a person’s body
and mind.
4 general types of recreation businesses.
- Entertainment
- Attractions
- Spectator sports
- Participatory sports
Travel industry is in the business of moving people from place to place while the tourism industry provides those people with
services that promote travel and vacations.

Four sectors of the hospitality industry

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The hospitality industry is a multibillion-dollar industry that depends on the availability of leisure time and
disposable income. A hospitality unit such as restaurant, hotel or an amusement park consists a multiple
groups such as facility maintenance and other direct operations.
The hospitality service is about creating a sense of well-being to the guests. It is a feeling that their needs are
being meet and their business are valued. Hospitality service can be characterized as follows.
Intangibility – the customer cannot touch, feel or smell. They can simply develop an imaginary picture about
what they are going to see at the meeting point.
Inseparability – a person who possesses a particular skill using equipment to handle a tangible product
provides a services. Therefore, service cannot be separated from the person or firm providing it.

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Heterogeneity – in hospitality, the service and products are offered to humans
simultaneously. The human elements is very much involve in providing and
rendering services.
Perish ability – in hospitality, service cannot be stored because they are
perishable. Example, a bedroom in a hotel or an unsold seat in dinning room
represent a total loss or even a fluctuating demand.
Ownership – when one buys a product, he becomes its owner – be it a shop, book,
food, etc. in the case of service you only pay for its but you never own it. Example,
a guest simply book the hotel rooms but does not own it.

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• Natural or man-made, a lot of people enjoy travelling to different places just
to see the most astonishing parts of the world. Due to this attraction, tourism
and hospitality management surfaced from the industry.
• Generally, tourism management involves a wide range of activities which
begins from ticketing to guidance of tourists in popular attractions. This also
involves the arrangement of comfortable stays and entertainment for the
tourists.

Tourism Management vs Hospitality

Management
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• When you choose to enter the world of tourism management, you will learn
about the marketing and managing of different tourist facilities including
destinations.
• Hospitality management refers to the management or restaurants, travel
agencies, hotels, and other institutions which deal with the hospitality
industry.

Tourism Management vs Hospitality

Management
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Tourism degree, you can work at a government tourism office, in a museum
or a private tour companies. Those with a hospitality degree typically work in
hotels, motels, and restaurants.
Hospitality degree is a degree that prepares you for working customer service
and travel industries.

Difference between Tourism and Hospitality

Degree
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1. Tangible aspects of hospitality
- Shift work;
- The physical products of hospitality, e.g. food and drink in a restaurant or the actual hotel
room, are products that are sold at a price to the guests or customers.
2. Intangible aspects of hospitality
- Inseparability of Production and Consumption
- Highly perishable product;
- No such thing as business hours;
- Hospitality operations run on a 24 hours basis all year round

Characteristics of the Hospitality Industry

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1. Marketing the guests feel welcome personally
2. Making things work for the guests
3. Making sure that the operation will continue to provide
service and meet its budget

The objectives of hospitality Industry

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Trends influencing the hospitality industry
- Technology
- More comfortable travel
- Communication
- Aging population
- 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

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- Shorter work week
- Downsizing causes more work
- More leisure time
- Short, last minute trips
- Seasonality not a factor
- Greater disposable income
- Demand for leisure travel services will continue to outpace that for business travel
- More leisure travels will select cruises and timeshares as alternatives to vacations that include conventional
lodging. A timeshare (sometimes called vacation ownership) is a property with a divided form of ownership or
use rights.
- Activities that promote stress reduction will gain in popularity

Trends influencing the hospitality industry

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- Meeting and conventions will drive the recovery of demand for business travel services
- Expect to be “fired” if you’re not wired
- Lodging rates will rise
- Travel agents will continue to morph into seller of “complex” and “high risk” travel products and services
- Consumers’ utilization of the internet will continue to reinvent the distribution and sale of travel services
- Transparent pricing will underscore the urgent need for brand clarify
- Increasing competition
- Emphasis on service
- Customers’ growing value consciousness
- Changes in marketing and management made possible by technology

Trends influencing the hospitality industry

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• Increased responsibility for employees and managers though employment
• Greater diversity of the workforce
• Customers’ concerns with security
• Consumers’ and governments’ concern with sanitation
• Globalization

Trends affecting the future of the

Hospitality Industry
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• Travel agents – responsible for recommending destinations and making
bookings for travel and accommodation
• Tourist Information Centers – the hospitality industry relies on staff in
information centers to correctly advise customers on the services it offers,
such as accommodation and food and beverage services
• Retail outlets – helps attract tourists

Industry Relationships
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• Focus on the guest
• Understand the role of the guest-contact employee
• Weave a service culture into education and training systems
• Thrive on change

The success of the service

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Disney Service Model
Smile
Make Eye contact
Respect and welcome all guests
Valued the magic
Initiate guest contact
Creative service solutions
End with a “thank you”

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• Apathy (absence of passion)
• Brush-off (To ignore or behave coldly toward)
• Coldness
• Condescension (lack of respect)
• Robotics
• Rule book
• Runaround

Seven Deadly Sins of Service

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1. Accommodation – to provide accommodation (and usually food and
drink) to people who for whatever reason are away from home
2. Food and Beverage – to provide food and beverage to local, commuting,
transient customers and tourists.

Main business sectors in the hospitality

industry:
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Criteria:
Location: e.g. city centre hotels, suburban hotels, airport hotels, and highway hotels/motels.
Function: e.g. commercial hotels and convention hotels
Market segments: e.g. resorts, health spas, timeshares/vacation ownership and casino hotels
Distinctiveness of property: e.g. all-suite hotels, boutique hotels, extended-stay hotels, historic
conversions and bed and breakfast inns
Price and staff/room ratio
Size: e.g. under 150 rooms, 151-300 rooms, 301-600 rooms, more that 600 rooms
Rating (grading): e.g. one-star to five-star or one-diamond to five-diamond

Classification of Hotels
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Hotel Ownership
Another classification of hotels is by their ownership, which can be:
- Private: an independent hotel owned by a person/partnership/private
company
- Local group: Several hotels owned by a local company
- International group: a hotel which is a part of an international chain of
hotels.

Classification of Hotels
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Types of Hotel

• City centrehotels • All-suite hotels

• Suburban hotels • Boutique hotels
• Airports hotels • Extended stay hotels/ service apartments
• Highway hotels/motels • Historic conversion hotels
• Convention hotels • Bed and break fast inns
• Commercial hotels • Guest houses
• Resorts hotels • Hotels
• Spa hotel
• Cabins
• Timeshares/Vacation ownership
• Villas/Chalets (usually found in skiing and beach
• Casino hotels resorts)

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Hotels can be operate in one of the following ways:
1. Independently owned and operated
- These can be independent hotels, with no affiliation, that are being managed by the owners of the properties.
2. Management contact
- Management contracts are hotel management companies which operate properties owned by other entities.
The reason for this is that the owned may not:
• Have the necessary experience
• Desire to become involved in the operation of the hotel;
Benefits for the hotel management company:
• Little or no up-front financing or equity involved
• Manage the property for the contract period such as five, ten, or twenty years
• Receive a management fee during the contract period

Hotel Management
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3. Franchising
- Some investors prefer to use the franchising concept in running the hotel. Franchising in the
hospitality industry is a concept that:
• Allows interested investors to use a company’s (the franchisor) name and business format
• Is made up of properties where the franchisees agree to run the hotel in accordance with the
strict guidelines set by the franchisor
• Allows a company to expand more rapidly by using others’ capital
4. Referrals – referrals associations e.g. Leading Hotels of the World (LHW), offer to hotels
similar benefits as franchising, but at a lower cost. Some hotels choose to become a referral
property.

Hotel Management
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The Functions and Departments of a hotel
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General Manager
The main responsibilities of the general manager include:
• Providing leadership to the management team
• Coordinating the work of all departments
• Participating in the formulation of hotel policies and strategies
• Leading the hotel staff in meeting the financial, environmental and community
responsibilities
• Assuming full responsibilities for the overall performance of the hotel

Key executive in the hotel

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Residents Manager
The main responsibilities of the resident manager include:
• Holding a major responsibility in developing and executing plans developed by the owner(s), the general
manager and other members of the management team
• Checking on operations providing feedback and offering assistance when needed
• Completing, reviewing and summarizing statistical resorts and sharing them with the general manager
• Assuming responsibilities for the daily operations and management of the hotel.
Engineering
- The engineering department is responsible for maintaining the physical plant of the hotel such as electricity,
plumbing, air conditioning, heating and elevator systems; and for over seeing all mechanical and technical
conditions of the hotel

Key executive in the hotel

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Security
- Security is an important concern in every hotel. The security department is responsible for
implementing procedures which aim at protecting the safety and security of hotel guests, visitors,
hotel employees and the hotel itself.
Human resources
- The human resources (personnel and training) department is responsible hiring, orientation, training,
wages and benefit administration, labor relations, employee relations, and staff development
Food and Beverage
- The food and beverage department provides food and beverage services to the hotel guests and
visitors through a variety of outlets and facilities/services.

Key executive in the hotel

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Sales and Marketing
- The main functions of the sales and marketing department involve generating new
businesses for the hotel, coordinating advertising, as well as sales promotions and
public relations activities aiming at enhancing the hotel’s image.
Accounts
- The accounts department is headed by the financial controller who, as a key member
of the management team, can guide the hotel to an increasing profitability through
better control and asset management. In addition, this department is responsible for
monitoring all of the financial activities of a hotel.

Key executive in the hotel

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1. Selling rooms
2. Maintaining balanced guest accounts
3. Providing services and information to guests

The front office department is headed by the front office manager (FOM)
whose main duty is to enhance guest services by constantly developing
services to meet guests’ needs.

The three main functions of the front office are as follows:

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- Monitoring reservation status
- Looking over market mix and preparing occupancy forecasts
- Determining rate structures and supervising implementation of rate policies
- Reviewing previous night’s occupancy and average room rate
- Reviewing arrivals and departures for the day and the next day
- Making staffing adjustments needed for arrivals and departures
- Reviewing the VIP list, checking VIP rooms, meeting VIPs and entertaining them.

The FOM performs the following duties

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The housekeeping department requires the following information from the
front desk:
• Check-in, occupied and check-out rooms in order to organize room cleaning.
• Special requests from guests, such as baby cot or extra blanket, etc., so that
extra amenities and services can be provided to guests.

The Housekeeping Department

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Single – A room that sleeps only one person and has been fitted with a single, double or queen-size bed.
Twin – A room that can accommodate two persons with two twin bed.
Double – A room that can accommodate two persons with a double or queen-size bed.
Twin double – A room that can accommodate two to four persons with no twin, double or queen-size beds.
Triple – A room that can accommodate three persons and has been fitted with three twin beds, one double bed and one twin bed
or two double beds.
Hollywood twin – A room that can accommodate two persons with two twin beds joined together by a common headboard
Murphy – A room that is fitted with a multiple bed, i.e. a bed that folds out of a wall or closet.
Suite – Room with one or more bedrooms and a living space. The bedrooms might be single, doubles or twin doubles.
Adjacent – Rooms close by or across the corridor, but are not side by side.
Adjoining – Rooms that are side by side, but do not have a connecting door between them
Connecting - Two rooms that are side by side and have a connecting door between them.

Type of Rooms
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The housekeeping department of a large-sized hotel comprises of the following sections:
• Laundry department
• Uniform and linen room
• Housekeeping office
• Guest floors
• Public areas
• Health club
• Floral and plant arrangement

The Housekeeping Department of a large-

sized hotel
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• Interviews, selects and engages staff in conjunction with human resources manager
• Training
• Deployment
• Prepares work schedules, work procedures and job descriptions
• Compiles duty rotas, holidays, lists, etc.
• Personnel records
• Arranges supervision
• Staff welfare
• Orders and controls equipment, materials and linen
• Handles complaints
• Key control

Executive Housekeeper
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• Assistant Executive Housekeeper
• Assistant Housekeeper
• Floor supervisor
• Room attendant
• Public are supervisor
• Cleaner
• Tailor and seamstress
• Uniform and linen room attendant

Under the Executive Housekeeper

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• Food and Beverage is a term the hospitality industry uses to refer to all food
and beverage needs for an event, dinning experience or general catering. The
food and beverage department within a hotel consists of many areas and
personnel that cater to internal or external guests.

Food and Beverage

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• Kitchens – a kitchen is a place for the storage and preparation of food for consumption.
• Restaurants – is a retail establishment that serves prepared food to customers.
• Catering, internal and external
• Banqueting, internal and external a banquet, event or function can be described as the service of food and drink at a specific time and place, to a given number
of guests at a known price. Banquet is a term used to describe a large formal occasion.
• Room service (In-room dining)
• Minibars
• Lounge bars
• Stewarding – the correct cleaning, drying and storage of all equipment used in the preparation and cooking of food is critical to prevent the spread of bacteria
and cross-contamination. The responsibilities of the chief steward are the following:
- Cleanliness of back-of-house
- Washing of pots and pans and other kitchen equipment's
- Cleanliness of glassware, china and cutlery
- Inventory of chemical stock
- Maintenance of dishwashing machines

Divisions
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• The responsibilities of a Food and Beverage Manager will typically cover a
number of areas.
• They will have the sole responsibility for the day-to-day running of the food
and beverage department and ensuring budgetary controls while overseeing
pricing and purchasing in all food and beverage areas.

The Food and Beverage Manager

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• Dealing with all matters concerning spirits, wines and beers.
• Ensuring that the profit margins are achieved for each food and beverage outlet.
• Purchasing, receiving, storing and issuing liquor as well as controlling the over all inventory.
• Interviewing and selecting staff.
• Training of staff for supervisor level.
• Promotion of the beverage department and marketing.
• Co-ordinating requests from other departments within the hotel.
• Complying with health and safety regulations.
• Holding regular meetings with section heads to ensure that all departments are working efficiently.

Responsibilities of F&B Manager are as

follows:
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Restaurant Manager
• A Restaurant Manager can also be referred to as the maître d’ (short for maître d’hotel which literally means “master of
the hall”).
• In a suitably staffed restaurant or hotel this person is in charge of assigning customers to tables in the establishment, and
driving the dining area into areas of responsibility for the various waiting staff on duty.
• In some localities or traditions, particularly small organization like a single restaurant, the post is also known as the
headwaiter, host or restaurant manager. Their duties also extend to the following:
- Responsibilities to the guests
- Responsibilities to the employer
- Responsibilities for health and safety
- Responsibilities for staff-training
- Interviewing and selecting new staff

The Food and Beverage Manager

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Assistant Restaurant Manager
An Assistant Restaurant Manager will assist the Restaurant Manager in the organization and running
of the restaurant. They will assume full responsibility when the Restaurant Manager is unavailable,
on leave or absent. Their duties will include daily operations and staffing and will also extend to:
- Responsibilities to the guests
- Responsibilities to the employer
- Responsibilities for health and safety
- Responsibilities for staff training
- Helping and assisting the Restaurant Manager with interviewing and selecting new staff

The Food and Beverage Manager

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Station Head Waiter/Section Supervisor
- This person is responsible for a team of staff serving a set number of tables in the
restaurants or function; this is known as a station.
Station Waiter
- In larger hotels this position is sometimes called a chef de rang. This employee will work
under the direction of the Station Head Waiter and serve guests.
Waiter/Waitress
- This employee will work under the direction of the Station Waiter and is usually an
apprentice or a person who is just beginning to learn the skills of serving guests.

The Food and Beverage Manager

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Executive Chef
- responsible for overseeing a team of other chefs.
Head Chef (le chef de cuisine)
- In large establishment the duties of Executive Chef, Head Chef or
person in charge are mainly administratively; only in small
establishments would it be necessary for the Head Chef to be
engaged in handling the food.

Kitchen organization – key figures:

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Kitchen organization – key figures:
The functions of the Head Chef are to:

• Organize the kitchen • Be responsible, in many cases, either

• Compile the menus wholly or partially, for the stores,
still room and the washing up of
• Order the food silver crockery etc.
• Show the required profit • Be responsible for guest satisfaction
• Engage the staff • Ensure food quality and consistency
• Supervise the kitchen
• Advise on purchases of equipment

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An Executive/ Head Chef also has to work in conjunction with:

• Other chefs and cooks

• Food and beverage staff
• Function staff
• Kitchen stewards

Kitchen organization – key figures:

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Second Chef (le sous-chef)
- The second Chef/sous chef relieves the Head Chef when they are off duty and is the Chef’s right
hand’
Chef de Partie
- The Chefs de Partie are each in charge of a section of the work in the kitchen, such as sauces and
soups, fish, vegetables, larder or meat. This is the job of the specialist.
Pastry Chef (le pastissier)
- All the sweets and pastries are made by the Pastry Chefs, as well as items required by other
parties, such as vol-au-vents, bouchees, noodles, etc., and also the coverings for meat and poultry
dishes when pastry is required.

Kitchen organization – key figures:

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Assistant Cooks (les commis chefs)
- The Chefs de Partie are assisted by commis or assistants, the number varying
with the month of work done by partie, e.g. the vegetable partie is larger than
the fish partie due to the quantity of work to be prepared, so there are more
assistants in the partie.
Apprentice (l’apprenti)
- The apprentice is learning the trade and rotates among the parties to gain
knowledge of all the sections in the kitchen.

Kitchen organization – key figures:

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