2. Matakuliah : V0162 - Pengantar Industri Hospitality dan Pariwisata
Tahun : 2008
Hospitality and Tourism in Perspective (Wawasan dan Perspektif Industri Hospitality dan Pariwisata) Week 1

3. BIBLIOGRAPHY
Barrows, Clayton W. (2008), Introduction to the Hospitality Industry, 7th ed., New York: John Willey and Sons
Dittmer, Paul R. and Gerald G. Griffin (1997), Dimensions of the Hospitality Industry, An Introduction, 2nd ed, New York: Van Nostrand Reinhold
Jones, Peter (1996), Introduction to Hospitality Operation, London: Continuum
Lickorish, Leonard J. and Carson L. Jenkins (1997), An Introduction to Tourism, Oxford: Butterworth-Heinemann
Starr, Nora (2003), An Introduction to Travel, Tourism and Hospitality, 4th ed., New Jersey: Prentice Hall
Walker, John R. (2004), Introduction to Hospitality Management, New Jersey: Prentice Hall
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4. Subject dan pariwisata)
Definition of hospitality and tourism (Batasan hospitality
dan pariwisata)
Scope of hospitality and tourism (Ruang lingkup
hospitality dan pariwisata)
Nature and characteristics of hospitality and tourism
industry (Sifat dan ciri khas industri hospitality dan
pariwisata)
Career opportunities in the hospitality and tourism
industry (Peluang karir dalam industri hospitality dan
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5. Hospitality and Tourism in Perspective Week 1
Objectives:
On completion of this lesson, the students will be
able to:
Define hospitality and describe the scope of the hospitality industry
Explain the special features of hospitality operations
Identify the four key characteristics of hospitality operations
Name the prospect career of the hospitality and tourism industry
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6. What is Hospitality? What is Tourism?
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7. Hospitality Week 1
The word hospitality derived from the Latin word “Hospitare”, meaning “to receive as a guest”.
To receive as a guest implies to a host prepared to meet a guest’s basic requirements while that guest is away from home.
This requirements of a guest have traditionally been food, beverages and lodging or shelter.
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8. What is Hospitality? Week 1
The act or practice of being hospitable: the reception and entertainment of guests, visitors or strangers with liberality or goodwill (Oxford English Dictionary)
Hospitality is concerned with the provision of physiological and psychological comfort and security within defined levels of service (Nailon, 1982)
Hospitality is a harmonious mixture of food, beverage and/or shelter, physical environment and the behavior and attitude of people (Reuland and Cassee, 1983)
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9. What is Hospitality? Week 1
Hospitality is the people business of providing, security, physical and psychological comfort for reward (Lockwood and Jones, 1984)
The hospitality industry consists of all those businesses that give their customers any combination of the three core services of food, drink and accommodation, at an appropriate service level, within a physical and social environment that caters for their physiological, psychological and social needs (Litteljohn, 1990)
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10. Two Key Elements of Hospitality Week 1
For hospitality to be delivered, there must be some interaction between the customer and service provider  without the customer, hospitality cannot be delivered
Hospitality consists of a complex mix of tangible and intangible elements of products - food, drink, entertainment and accommodation – and the service and atmosphere that surround them
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11. Scope of the Hospitality Industry Week 1
The Lodging
Segment
Food and Beverage
Segment
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12. Tourism Defined Week 1
Tourism is any activity, event or outcome arising from temporary visits (stays away from home) outside the normal place of residence, for any reason (purpose) other than furthering occupation remunerated from within the place visited (Leonard J. Lickorish and Carson L. Jenkins, 1997)
The entire industry of travel (hotels, transportation and other components) that serve the needs and wants of travelers
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13. Travel and Tourism Week 1
Entertainment
and Recreation
Transportation
Travel Agencies
and Tour Operators
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14. Special Features of Hospitality Operations Week 1
INTANGIBILITY
HETEROGENEITY
SIMULTANEITY
PERISHABILITY
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15. Special Features of Hospitality Operations Week 1
INTANGIBILITY
Services are non-physical,
therefore they are hard to describe.
Customers do not know precisely
the nature of the service they book,
before they experience it
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16. Special Features of Hospitality Operations Week 1
HETEROGENEITY
Service outputs are heterogeneous
The standard of performance may vary,
especially where there is a high
labour content
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17. Special Features of Hospitality Operations Week 1
SIMULTANEITY
The production and consumption occur at the same time
Services cannot be measured or inspected
before sale and provision to the customer
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18. Special Features of Hospitality Operations Week 1
PERISHABILITY
As they intangible, they can not be stored PERISHABLE
Therefore, today’s unsold services cannot be kept
for sales on the following days
Unsold service means a loss of earning
(opportunity to get profits)
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19. Key Characteristics Week 1
The critically of capacity
utilization
The central importance
of the customer
Complexity of
operation
The reliance on service
contact staff

20. The Central Importance of the Customer Week 1
Customer is directly involved in many aspects
of the delivery of the hospitality industry
Customers create the demand pattern for the
operations
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21. The Critically of Capacity Utilization Week 1
Balance between demand,
resource scheduling,
and operational capacity
What happen is there are too few customers? Or too many customers without required capacity? What happen if there are too many staff on duty? Or too few staff on duty?
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22. Complexity of Operation Week 1
Coordinated team effort between different
Functional groups of employees is important,
in order to deliver an appropriate level
of product and service quality consistently
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23. Contacts between customers and businesses
Moments of Truth Week 1
Contacts between customers and businesses
that give customers impressions of the
businesses and from which customers make
judgements about the businesses
(Jan Carlzon (Former President of Scandinavian Airlines),
Moments of Truth, 1987)
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24. The Reliance on Service Contact Staff Week 1
Importance of the “moment of truth” 
Interaction between the customers
and the service provider
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25. Nature and Characteristics of the Tourism Industry Week 1
Tourism is an activity which exceeds conventional sectors in economy. There is a wide spectrum of inputs to create tourism; they are of the economic, social, cultural and environmental nature
Tourism outputs (products) have no common structure which represents the industry in every country; for example:
Entertainment varies between countries
The climate that attracts tourists to Jakarta differs from the climate that attracts tourists to North Europe
In some countries accommodation with bed and breakfast in private houses is available, but this type of accommodation is not available in Malaysia
In developed countries tourists can use buses or trains to travel; in indonesia most tourists travel by air
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26. Career Opportunities Week 1
Opportunity
Areas of Business
Hospitality
Hotels
Restaurants
Bars, pubs, clubs, cafes
Holiday resorts and spa
Casinos
Catering and food service organizations
Convention and conference centres
Shipping or cruise liners
Tourism
Travel agencies
Airlines
Tour wholesale companies
Convention or exhibition centers
Tour operators, Ecotourism operators
Tourism authorities, Government/ state tourism offices
Car rental organizations
Tourist information center
Tour guiding
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27. THANK YOU AND
HAVE A GOOD DAY
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