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1. Introduction to Hospitality

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4 views

1. Introduction to Hospitality

Uploaded by

holanddest
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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INTRODUCTION TO THE

HOSPITALITY SERVICE

INDUSTRY
• The economy of most countries is
divided between i.e manufacturing,
agriculture and service industries.
Although the manufacturing industry
was the dominant force in many
countries economies, this has been
swiftly overtaken by the service
industry. Kenya relies mostly on
agriculture and the service industry
Hospitality Service Industry And Tourism
• The hospitality industry is a part of a wider
group of economic activities called tourism.
Tourism offers a collection of industries
providing necessary and essential services
to the traveling public. They include:-
– Transportation
– Specialist shops
– Food and beverage operations
– Accommodation
– Leisure activities
•Definition of hospitality

Collection of businesses providing


accommodation and or food and
beverages to people who are away
from home with care, courtesy,
friendliness and concern.
An Overview and Scope of
Hospitality Service Industry
• The two principal segments of the
industry are:-
– Food and Beverage segment:- These
include every conceivable type of
establishment providing food and
beverage to the public between
fast-food restaurants to one offering
elegant, expensive continental or
French cuisine.
– The lodging segment:- This
comprises hotels and motels
offering shelter to travelers.
This can be located in the city
centre, near beaches, close to
airports or even in the national
parks.
Hotel Product
• Hotels offer services to their clientele.
Service can be defined as the process
of satisfying the guest needs. The
services offered to guests have the
following characteristics:-
– Intangibility
• Customers can’t taste, smell, or
touch these elements and may not
be able to see or hear them.
– Perishability
• cannot be stockpiled
– Variable
• Hard to maintain consistency.
– Inseparable
• Cannot Separate the service
provider and the guest. Both
provider and receiver must be
there for service to take place.
– Cannot be owned
• No ownership after buying a
service
Characteristics Of Hotel
Business
Hotels differ from other business
enterprises based on:-
• The treatment of the Customer
• Production and consumption can
occur simultaneously
• The number of point-of-sale
maintained
• Accounting and Information
The Nature Of Hotel Work
• Work in the hospitality industry is no
exception from other jobs as it has its
positive and negative elements. The
conditions generally found in the
industry are:-
• Wages and Salaries
– Generally, this is determined by
such factors as the adequacy of
the labour supply. The level of
skills required for particular jobs,
the extent to which unions
influence wages, and various
regional considerations. The
hospitality industry is labour
intensive, and many of the jobs
require relatively low levels of skills
and education.
– Entry level jobs requiring neither
specific education nor previous
experience tend to command
lowest wages. Jobs requiring
specific training or previous
experience are paid high wages
• Work Environment
– The work environment in
hospitality operations can be quite
good compared with other
industries. First class and luxury
hotels are often considered fine
places to work while conditions can
be viewed as less satisfactory in
some older, poorly maintained
hotels.
– Hours and Days of Work
• Because the industry caters to
travelers who may seek
hospitality services at any hour
of the day or night, a vast
number of hospitality operations
are open when other businesses
are closed. Except for some
lodge properties, hotels are open
and staffed twenty four hours a
day, seven days a week including
holidays
– Travel Opportunities
• One of the attractions of a career
in the hospitality industry is the
potential it offers for travel. A
number of chain organizations in
the hotel segment of the industry
customarily transfer
management employees from
one property to another every
few years.
• Another advantage of a career in
hospitality is that job
opportunities are not restricted
– Opportunities for Advancement
• In hospitality, there is a long tradition
of mobility. Employees at all levels
have almost always found it possible
to change jobs readily, and many
have done so with great regularity.
The transient nature of the industry
has generally meant that opportunities
for higher paying jobs have
continually been available to qualified
individuals.
– People Oriented Profession
• The hospitality Industry serves
the needs of the traveling public
and therefore the majority of
people working in this industry
are in constant contact with
guests and customers. The
industry is a people-oriented
profession. Social skills and
ability to communicate
effectively with others are
important assets for people in
Hotel Facilities and Services
• Definition Of A Hotel
– A hotel can be defined as a property whose
primary business is providing lodging
facilities for the general public and
furnishes one or more of the following:-
• Food and Beverage services
• Room attendant services
• Laundering and housekeeping services
• Other services may include:-
• Swimming Pool
• Healthcare
• Retail Shops
• Conference Services
• Space for Private parties
• Telephone Services
• Television
• Broadband Internet Connectivity
• Minibar
• Tea and Coffee making facilities

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