Presentation on theme: "Hospitality Industry Hospitality is the cordial and generous reception and entertainment of guests or strangers, either socially or commercially. The Hospitality."— Presentation transcript:
1Hospitality IndustryHospitality is the cordial and generous reception and entertainment of guests or strangers, either socially or commercially.The Hospitality Industry is comprised of those businesses which practice the act of being hospitable; those businesses which are characterized by generosity and friendliness to guests.
2Inseparability Perishability Labor-intensive Repetitive Intangibility I. Overview of Hospitality Industry A. Characteristics of Hospitality IndustryInseparabilityPerishabilityLabor-intensiveRepetitiveIntangibility
3B. Components of Hospitality Industry 1. Lodging Operations -such as hotels, resorts, motels etc.2. Transportation Services -such as taxi, train, cruise ships, etc.3. Food and Beverage Operations -such as restaurants, bars, etc.4. Retail Stores -such as souvenir shops, etc.5. Activities -such as recreations, festivals, etc.
4C. Classification of Hotels According to Size:a. Small Scale (under 150 rooms)b. Medium Scale (150 to 299 rooms)c. Large Scale (300 and above)
52. According to Target Market: Commercial HotelsAirport HotelsSuite HotelsResidential HotelsResort HotelsBed and Breakfast HotelsTime-Share and CondominiumCasino HotelsConference CentersConvention HotelsAlternative Lodging Properties2. According to Target Market:
63. According to Levels of Service a. World-Class Serviceb. Medium-Range Servicec. Economy / Limited Service
74. According to Type of Ownership and Affiliation IndependentChain Hotels- Management Contract- Franchise
85. Reasons for Travelinga. Business Travelb. Pleasure Travelc. Group Traveld. Buying Influences
96. According to Quality Ranking DeluxeFirst ClassStandardEconomy
107. According to LocationCenter CitySuburbanResortAirportHighway
11D. Hotel Organization Mission Statement Objectives Defines the unique purpose that sets one hotel or hotel company apart from others. It expresses the underlying philosophy that gives meaning and direction to hotel policies. A hotel’s mission statement should address the interests of three diverse groups: guests, management, and employees.ObjectivesAre those ends an organization must achieve to effectively carry out its mission. An objective is more specific than a mission; it calls for levels of achievement which can be observed and measured.
12Goals Define the purpose of a department or division; they direct the actions of managers and employees and the functions of the department or division towards fulfilling the hotel’s mission. Strategies Are the methods a department or division plans to use to achieve its goals. Organizational Chart A schematic representation of the relationships between positions within the organization. It shows where each position fits in the overall organization as well as where divisions of responsibility and lines of authority lie. Solid lines on the chart indicate direct-line accountability. Dotted lines indicate relationships that involve a high degree of cooperation and communication, but not direct reporting relationship.
13E. Classification of Functional Areas: Revenue vs. Support CentersRevenue Centers - those that sells goods or services to guests, thereby generating revenue for the hotel (front office, food and beverage outlets, room service and retail stores).Support Centers - these do not generate direct revenue, but provide important backing for the hotel’s revenue centers (housekeeping, accounting, engineering and maintenance, and human resources division).
14Front-of-the-house vs. Back-of-the-house Front-of-the-house - areas that involves guest and employee interaction (front office, restaurants, and lounges).Back-of-the-house - areas where interaction between guests and employees is less common (housekeeping, engineering and maintenance, accounting, and human resources).
15F. Hotel Divisions: Food and Beverage Division Sales and Marketing DivisionAccounting DivisionEngineering and MaintenanceSecurity DivisionHuman Resource DivisionRooms Division-Housekeeping-Front OfficeOther Divisions: -Retail Outlets - Recreation - Casino