Intro to Hospitality Today

Year 1 – level 4
Academic Year 2019 – 2020

Lecturer:
Irenke Imola Malicski
 PURPOSE OF THE COURSE
Objectives of the course:
1.Describe the history and structure of international travel and hospitality
industry
2. Investigate the dynamic hotel industry, illustrating how hotels can be
categorized and managed while identifying the most important hotel
guests’ segments.
3. Analyse a range of tourist needs and motivations to travel and explain
Why Hospitality Today?

and discuss the role of service in the

hospitality industry
4. Describe the current trends and challenges faced by the hospitality and
tourism industry
5. Discuss the importance of effective leadership and management and
assess different types of tourism and CSR’s
Process of the course
10 weeks: week 1 – week 5: teaching block
week 6 – midterm: presentations and submission of
project
week 7 – week 10: teaching block
week 11 – week 12: final online exam (BYOD)

Topics studied: see Unit Handbook

Assessment forms:

Weight Factor
No. Assessment Name Submission Date
(%)

Infographic  40% 8th of November 2019

Online examination  60% December 2019

 1. You respect me, I respect you.
2. If you are late, come in quietly.
3. Do not disturb the class and your
colleagues.
4. If you need to leave the class, do it
quietly.
5. Ask, ask, ask. Assuming is worst
than not knowing.
Rules of the class

6. Do not eat.
7. Keep quiet.
8. Phones are not part of the course,
unless I say so.
9. Be proactive. Life is tough, you need
to handle it.
10. Challenge me.
11. Believe in yourself! 
Family and friends

Searching for love

Seek for work Why do

Learn about other cultures people travel?
Deliver experiences

Business opportunities
 HOSPITALITY AND TOURISM
MANAGEMENT

Hospitality management Tourism Management

The act of travelling or sightseeing,
particularly away from one's home.
Hospitality management “the reception and
entertainment of guests, visitors or strangers with
liberality and good will.” The word hospitality is Collectively, the tourists visiting a place
derived from hospice, the term for a medieval or landmark.
house of rest for travelers and pilgrims.

Hospice—a word that is clearly related to hospital The act of visiting another region or
—also referred to an early form of jurisdiction for a particular purpose.
what we now call a nursing home.

Hospitality, then, not only includes hotels and

restaurants but also refers to other kinds of
institutions that offer shelter, food, or both to
people away from their homes.
 HOSPITALITY AND TOURISM
MANAGEMENT
Hospitality management Tourism Management

Tourism entails the movement of people to places

outside their usual environment. Hospitality entails
Include those institutions that provide other types the comfort and wellbeing of guests at a variety of
events and establishments.
of services to people away from home. This might
include private clubs, casinos, resorts, attractions.
Generally, tourism management involves a wide
range of activities which begins from ticketing to
These different kinds of operations also have more guidance of tourists in popular attractions. This also
than a common historical heritage. They share the involves the arrangement of comfortable stays and 
management problems of providing food and entertainment for the tourists.
shelter—problems that include erecting a
building; providing heat, light, and power; cleaning Tourist facilities and destinations include: hotels,
and maintaining the premises; overseeing convention centers, resorts, theme parks, 
employees; and preparing and serving food in a government tourism divisions, cruises, and even
way that pleases the guests. airlines. Other areas you will learn are about are:
transportation, food and lodging, and travel brokers.
We expect all of this to be done “with liberality
and good will” when we stay in a hotel or dine in a
restaurant, but we can also rightfully expect the
same treatment from the food service department
in a health care facility or while enjoying ourselves
at an amusement park.
 HOSPITALITY AND TOURISM
MANAGEMENT

Hospitality management Tourism Management

Tourism entails the movement of people to

places outside their usual environment.
Hospitality management deals with the Hospitality entails the comfort and wellbeing
tourists’ accommodation needs in resorts, of guests at a variety of events and
hotels, restaurants, pubs, and bars. establishments.

Hospitality management refers to the Generally, tourism management involves a

management of restaurants, travel agencies, wide range of activities which begins from
hotels, and other institutions which deal with ticketing to guidance of tourists in popular
the hospitality industry. When people travel, attractions. This also involves the
eat out, stay in a hotel, go out to watch arrangement of comfortable stays and 
movies, and other similar activities, they are entertainment for the tourists.
patronizing the services of the hospitality
establishment.
Hotel industry = one of the most challenging jobs

The hotel business is most satisfying because it brings employees into contact with other people, mostly in pleasant surroundings and the rewards are tremendous.

Some of the works in these hotels are unpleasant and it is the responsibility of the management to help overcome a natural reluctance to perform these duties.

The hotel management has more responsibilities than the hotel employees.

The management must try to inculcate harmony as well as maximum productivity, and earnings, for the establishment
Management of people in hotels is probably the most complex and
demanding job because a mix of cultures and nationalities are involved
taking into account the nationalities, and tastes, values and individual
likes and dislikes that must be adhered to.

It requires dealing with the five M's, Men, Materials, Money, Machine
and Methods.

Management is the co-ordination of all resources through the

process of planning, organizing, directing and controlling, in order to meet
the desired objectives. These objectives are to be clearly determined,
understood and stated prior to initiating the management process.
Hoteliering is an art, as well as a science.
The field of hotel management is inter-
disciplinary. It draws ideas from tourism,
travel, economics, psychology, accounting and
finance, food technology, management, food
chemistry, microbiology, physics, architecture,
engineering, marketing, law etc., and from
these disciplines are formulated approaches,
systems, and analytical tools designed to make
hoteliering a satisfying experience for people
when they are away from home.

Managing a hotel is a complex activity

involving the application of a wide range of
skills and a broad spectrum of knowledge to
many types of business problems. It essentially
deals with employees, guests, suppliers and
other trade men who have the prime human
relationship through which the hotel
functions.

The task of directing and co-ordinating the

work of all departments demands
considerable expertise on the part of the
management.
“Guest” means those who are away from their homes and it, therefore, has
generated a perception that the hospitality industry should include or overlap with
the tourism industry to a certain extent
As we have seen, the hospitality industry includes hotels and
restaurants, as well as many other types of organizations or
institutions that offer food, drink, shelter and other related services.
These products and services are offered not only to people away
from home, but also to local customers. A manager in the hospitality
industry, therefore, must keep in mind the following three
objectives:
• Making the customers feel welcome personally;
• Making things work for the customers; and
• Making sure that the operation will continue to provide service
and meet its budget
EVOLUTION OF THE HOSPITALITY INDUSTRY
Historically, we can present the development of the
hospitality industry over several periods:

ANCIENT TIMES

MEDIEVAL TIMES

NEW TIMES

CURRENT PERIOD.
The ancient period is marked by the development of the first
hospitality entities, so-called proto-hotels and restaurants.

Fact 1:
In ancient Greece, around 1,000 BC, taverns had rooms to
accommodate the travelers who had been served food. The
development of trade and the travelling involved required
organizing not only the aspect of serving food but also the
accommodation of the travelers
Fact 2:
During the period of the Roman Empire large settlements of
hostels were erected every 25 miles along all main roads. Trading
that took place between the countries of the Middle East, Asia and
Caucasus played a major role in the establishment of hospitality
entities in this area. The caravan travelers needed safe
accommodation for the night, and this led to the establishment of
the so-called caravan Sarai, which in general included rooms for
the travelers as well as stables for the horses and camels.
Fact 3:
During the Medieval Ages, the number of people travelling to
the Holy Lands increased significantly. The Church required that
monasteries offer support for travelling pilgrims, including
accommodation and food. As these services were provided free
of charge, they did not encourage the development of private
hostels.
Fact 4
During the 12th and 13th centuries, the first hostels-proto-
hotels-were established in Russia. They were called 'yamma" and
were built along the routes at intervals equaling roughly what it
would take a caravan to accomplish in a one-day horseback
journey.
Fact 5
The 16th century was marked by the establishment of the first
cafés, which became cultural as well as literature centers.
Their development was based on the supply of exotic drinks,
such as coffee and tea. The first European cafés were established
in London in 1652. And in Vienna in 1683.
Another interesting nugget of information: it was in Vienna that
the first coffee with honey and milk was served. At the end of
the 17th century, cafés had become highly popular in Europe,
and dozens of them popped up in the larger cities.
Fact 6
The first restaurant, La Tour d'Argent, opened in Paris in 1553. Over
the next two centuries it remained unique, as it offered only food.

The term "restaurant” was used for the first time considerably later,
during the second part of the 18th century. The original meaning of
the word restaurant derived from 'to restore", as in "to refresh' and it
had its roots based on the restoring thick soup that was served day
and night at Mr Boulanger's tavern, who was considered to be the
founding father of contemporary restaurants.
Fact 7
In 1898, the famous hotel Savoy was established in London.
Cesar Ritz became the hotel manager, and the Chef de cuisine
was George August Escoffier. Together they revolutionized the
organizational aspects involved in the workings of hotel
restaurants. Escoffier was to become one of the greatest Chefs of
his time. He established the shift system in the kitchen and also
published a worldwide known culinary book
Fact 8
The first hostel in the USA was established in 1607, considerably
later than in Europe. One of the first American taverns opened in
Boston in 1634. In 1642, a Dutch entrepreneur opened a tavern
in New York and ever since then taverns and inns became
centers of public life and meeting points for soldiers and
businessmen alike. These taverns and inns were established
within the cities and along main roads, particularly at crossroads.
Fact 9
The first hotel in the USA was the 70-room City Hotel on
Broadway in New York, which opened in 1794. In 1829, hotel
Tremont opened in Boston. It was the first American luxury
hotel with a staffed front desk, corridors, door locks, and free
soup for its guests.
Fact 10
At the end of the 19th century there were two types of
hotels. The first group comprised the large luxury hotels,
some of which were true architectural masterpieces,
boasting large lounges, ballrooms, elevators, sanitary
facilities, electric light and many other extras. The second
group consisted primarily of smaller establishments with
older furnishings and equipment that offered their services
at more affordable prices. The first restaurant in the US,
Delmonico, was established in New York in 1831. Soon this
name became synonymous with high-class food and
excellent service
Fact 11
At the beginning of the 20th century, the most important
among them were the London Syndicate of Hotel Owners,
and the Union of French Hotel Owners. In 1906, the
International Union of Hotel Owners was established,
which united the proprietors of some 1,700 hotels in
different countries
 The Ritz model:

Models of hotel business organisations • named after the Swiss entrepreneur Cesar Ritz
• whose name is carried by many luxury hotels throughout the world.
• existing European traditions of aristocracy and sophistication

The Kemmons Wilson Model:

• Holiday Inn hotel chain
• increased flexibility combined with high service standards
• uniformity of information style, fast check-in, room availability for loyal clients,
buffet breakfast, conference hall facilities, flexible pricing, chain-controlled
management and marketing and communication services
• more than half of the hotel rooms throughout the world belong to this type of hotel
chain

The independent hotel chains:

• irrespective of their location, operate hotels under a particular brand
• share selected standards
• variety of services
• pay fees to cover the expense of joint advertising and for sales related marketing
purposes.
• have independent management and finance.
 There exist several different types of collaboration between
hotel owners and hotel management:
1) Independent hotels, owned by independent investors

2) Hotels belonging to hotel chains, which differ depending

on the applicable conditions for participation:
- Hotels that are full members of the chain, with owners
who have shares in the capital of the hotel chain and who
do joint business, and hotels managed by the chain
Collaborations

administration as representatives of the owners.

-The managers of the hotel chain carry full responsibility
for the business results, and therefore have the right to
share in the profits;
- Hotels, which are associate members of the hotel chain
and work as part of the chain on a franchise basis;
 3) Hotels, which are part of the hotel chains on the basis of a management
contract with a professional hotel management company that receives
payment from the hotel owner for performing hotel management
- The owner transfers to the operator full rights to manage their ownership
and does not interfere in the management process. The owner receives
the net profit at the end of each financial year. In this case, the operator
carries full responsibility for the financial results and the operational risks
that result from their decisions;
- The owner keeps the right to be involved in the management process
Collaborations

through a specific control system. In this case, the owner carries full
responsibility for the operational expenses as well as the commitment to
fully reimburse all operational and financial costs stemming from their
ownership. The operator carries part of the responsibility to the extent of
what has been contractually stipulated;
- The owner fully controls the activities of the hotel management company
and releases them from any responsibility for any effects and financial
results of the hotel business, with the exception of cases involving
intentional misbehavior and/or lack of due care;
 4) Hotels belonging to a network of hotels that cooperate within
a specific set of mutually agreed conditions;

5) Hotels belonging to associations of independent hotels.

The hotels which belong to associations, but which keep their
independence in all matters, including the commercial
operations and marketing policy which they perform, often use
identical trademarks and pay fees for being members of such
associations.
Collaborations
 WHY STUDY IN A HOSPITALITY MANAGEMENT
PROGRAM? 
Careers in hospitality
Employment opportunities and motivators In the case of hospitality, the employment outlook is solid in most
segments, particularly for managers. For example, in the period 2010
to 2020, employment of lodging managers is expected to grow 9 to 17
percent.

Independence

Innovation

Experience

Interest

Ambition

Desire
 Catering
Event planning
Lodging: bed and breakfast
Small businesses
Careers
LEARNING STRATEGIES FOR WORK EXPERIENCE

MANAGERIAL ORGANIZATION - Organizational chart

PHYSICAL PLANT- refers to the necessary infrastructure used in

operation and maintenance of a given facility. The operation of
these facilities, or the department of an organization which does
so, is called "plant operations" or facility management.

LEARNING FROM THE BACK OF THE HOUSE. Things to look for in

the back of the house include how quality is ensured in food
preparation, menu planning, recipes, cooking methods,
supervision, and food holding. (How is lunch prepared in advance?
How is it kept hot or cold? How long can food be held?) How are
food costs controlled? (Are food portions standardized? Are they
measured? How? How is access to storerooms controlled?)
LEARNING STRATEGIES FOR WORK EXPERIENCE
LEARNING FROM THE FRONT OF THE HOUSE- as a waiter, a
waitress, or a server on a cafeteria line,
learn a great deal about the operation from observing the guests or
clients in the front of the house.
Who are the customers, and what do they value? Peter Drucker
called these the two central questions in determining what a
business is and what it should be doing.

-Are the guests or clients satisfied?

-What, in particular, seems to please them?

In any job you take, your future work lies in managing others and
serving people. Wherever you work and whatever you do, you can
observe critically the management and guest or client relations of
others.
 https://www.youtube.com/watch?v=fNzAcXyUcUg
RECAP