Hospitality Derived from the Latin word hospitare, meaning “to receive as a guest.” It refers to the act of providing food, beverages or lodging to travelers.

Hospitality Management This involves the planning, organizing, directing and controlling of human and material resources within the lodging, restaurant, travel and tourism, institutional management, recreational management and meeting and convention planning industries. All of these separate yet related segments of the hospitality industry are interrelated to deliver kind and adequate services to guests.

Hospitality Industry Hospitality 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.

A. Service Characteristics of Hospitality Industry Inseparability Perishability Labor-intensive Repetitive Intangibility

Inseparability Characteristic of services that makes them inseparable (1) from their means of production, and (2) from the customer's experience of them. Inseparability requires that a consumer of a service interacts (sometimes physically) with its producer to receive its benefits.

Perishability One of the four fundamental characteristics of a service, it refers to the fact that (in general) services cannot be produced and stockpiled (inventoried) before consumption: they exist only at the time of their production.

Repetitive (Standard Operating Procedure): Written procedure prescribed for repetitive use as a practice, in accordance with agreed upon specifications aimed at obtaining a desired outcome.

Labor-intensive a specific job is hard, often physical, work. the amount of time spent performing an action exceeds the amount of time preparing for or dealing with the results of said action.

Intangible Fundamental characteristic of services referring to the fact that a service (since it lacks physical existence or form) cannot be seen, smelled, tasted, touched, or stored

Service Characteristics of Hospitality Industry Product-Service Mix Inseparability Intangibility Perishability Repetitive Labor-intensive

Components of Hospitality Industry Lodging / Accommodation Operations Transportation / Travel Services Food and Beverage Operations Retail Stores Activities / Recreation

B. Components of Hospitality Industry Lodging / Accommodation Operations -such as hotels, resorts, motels etc. 2. Transportation / Travel 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, convenience stores, etc. 5. Activities / Recreations -such as events, festivals, celebrations, etc.

C. 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)

Small Scale Hotels Hotels with less than or under 150 rooms

Medium Scale Hotels Hotels with 150 - 299 rooms

Large Scale Hotels Hotels with more than 300 rooms

2. According to Target Market: Commercial Hotels Airport Hotels Suite Hotels Residential Hotels Resort Hotels Bed and Breakfast Hotels Time-Share and Condominium Casino Hotels Conference Centers Convention Hotels Alternative Lodging Properties 2. According to Target Market:

Commercial (Business) Hotel a hotel for transients that caters especially to salesmen/business people 

Airport Hotels A hotel near the airport. The hotel does not have to be connected to the airport (although some are) or even adjacent to it. Most airport hotels have a shuttle to and from the terminals.)

Suite Hotels A suite in a hotel or other public accommodation denotes a class of accommodations with more space than a typical hotel room.

Residential Hotels The residential hotel is basically an apartment building offering maid service, a dining room, and room meal service. Residential hotels range from the luxurious to the moderately priced.

Resort Hotels A resort hotel is like a mini-village, with everything any discerning guest could ever need without leaving the premises. Think large-scale, gorgeous accommodations, big, beautiful grounds, and a seriously impressive slew of amenities -- golf courses, swimming pools, tennis courts, etc.

Bed and Breakfast Hotels A Bed and Breakfast (often abbreviated to B&B, B and B, BnB or BB) is an accommodation type that really just modernizes the age-old, world-wide practice of travellers staying at a private residence or boarding house, often with a full breakfast included.

Time-share and Condominiums A timeshare is a property with a particular form of ownership or use rights. These properties are typically resort condominium units, in which multiple parties hold rights to use the property, and each sharer is allotted a period of time (typically one week and almost always the same time every year) in which they may use the property. Units may be on a partial ownership, lease, or "right to use" basis, in which the sharer holds no claim to ownership of the property.

Casino Hotels a building that houses both a hotel and a casino

Conference Centers Specialized hotel (usually in a less busy but easily accessible location) designed and built almost exclusively to host conferences, exhibitions, large meetings, seminars, training sessions, etc. A conference center often also provides office facilities, and a range of leisure activities.

Convention Hotels A hotel which provides facilities and services geared to meet the needs of large group and association meetings and trade shows. Typically, these hotels have more than 500 guest rooms and contain substantial amounts of function and banquet space. Included in this category are hotels attached to convention centers and conference centers.

Alternative Lodging Properties

3. According to Levels of Service a. World-Class Service b. Medium-Range Service c. Economy / Limited Service

4. According to Type of Ownership and Affiliation Independent Chain Hotels - Management Contract - Franchise

5. Reasons for Traveling Escape/ Relief of Tension *Business Relaxation / Vacation *Education Health *Cultural Family togetherness *Status Maintain social contacts *Religion Self-discovery

6. According to Quality Ranking Deluxe First Class Standard Economy

7. According to Location Center City Suburban Resort Airport Highway

8. According to Star Level Classification

D. Hotel Organization Mission Statement 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.

Objectives Are 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.

Goals 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.

E. Classification of Functional Areas: Revenue vs. Support Centers Revenue 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).

Front-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).

F. Hotel Divisions: Food and Beverage Division Sales and Marketing Division Accounting Division Engineering and Maintenance Security Division Human Resource Division Rooms Division Other Divisions: -Retail Outlets - Recreation - Casino

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