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

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 Bina Nusantara HO@0808

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 Bina Nusantara HO@0808

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 Bina Nusantara HO@0808

What is Hospitality? What is Tourism? Bina Nusantara HO@0808

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. Bina Nusantara HO@0808

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) Bina Nusantara HO@0808

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) Bina Nusantara HO@0808

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 Bina Nusantara HO@0808

Scope of the Hospitality Industry Week 1 The Lodging Segment Food and Beverage Segment Bina Nusantara HO@0808

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 Bina Nusantara HO@0808

Travel and Tourism Week 1 Entertainment and Recreation Transportation Travel Agencies and Tour Operators Bina Nusantara HO@0808

Special Features of Hospitality Operations Week 1 INTANGIBILITY HETEROGENEITY SIMULTANEITY PERISHABILITY Bina Nusantara HO@0808

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 Bina Nusantara HO@0808

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 Bina Nusantara HO@0808

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 Bina Nusantara HO@0808

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) Bina Nusantara HO@0808

Key Characteristics Week 1 The critically of capacity utilization The central importance of the customer Complexity of operation The reliance on service contact staff

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 Bina Nusantara HO@0808

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? Bina Nusantara HO@0808

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 Bina Nusantara HO@0808

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) Bina Nusantara HO@0808

The Reliance on Service Contact Staff Week 1 Importance of the “moment of truth”  Interaction between the customers and the service provider Bina Nusantara HO@0808

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 Bina Nusantara HO@0808

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 Bina Nusantara HO@0808

THANK YOU AND HAVE A GOOD DAY Bina Nusantara HO@0808