1.

INTRODUCTION TO
HOSPITALITY

What is hospitality?
What is the essence of the hospitality?
Broadly speaking, hospitality is the act of kindness in
welcoming and looking after the basic needs of
guests or strangers, mainly in relation to food, drink,
accommodation and entertainment.
A contemporary explanation of hospitality refers to
the relationship process between a guest and a host.
Latin hospitari meaning being guest", or "stranger
The concept of hospitality is usually defined as a
kind reception of guests (the spirit of hospitality)
According to Oxford dictionary hospitality is The
friendly and generous reception and entertainment of
guests, visitors, or strangers

 Hospitality is the relationship between the guest and the

host, or the act of practice of being hospitable.
This includes the reception and entertainment of guests,
visitors, or strangers
Pineapple has been, for a long time, a symbol of goodwill,
friendship and hospitality.
The first pineapples was brought to Europe from the West
Indies by European explorers in the XVII century.
Then pineapples crossed the ocean, came to North America
and became part of hospitality and culture.
The most significant difference from
other areas of business is that the main
purpose of hospitality is guest
satisfaction and the creation of invisible
product.

 Key elements of hospitality:

1) how hospitality is configured
2) the motives for providing it
3) its essential nature
Hospitality is closely associated with interaction between
humans (host and guest)
The hospitality product can bee seen as the sum of
satisfactions and dissatisfactions. For guest main motif is
satisfaction.
Hospitality evolves the simultaneous provision and
consumption of certain types of product and services.
Essence of hospitality can be defined as production of
services as the manifestation of personal attention
towards tourists and the ability to feel his wants and
needs.

The operational characteristics of hospitality include the

following:
1) service that involves host / guest interaction, is
provided and consumed at the same time, and can either
please or displease the guest;
2) processes that are planned and controlled by
management and delivered (often inconsistently) by
employees;
3) information inconsistently stored, retrieved and
used about guests, competitors and macro trends
affecting the operation;
4) work hours that are long, involve shift work and,
because they are subject to the shifting demands of
business, place stress on employees and management;
and
5) functional tasks, organized by departments that are
often in conflict with each other.

 The structure of the hospitality industry include:

1) catering;
2) transport services;
3) cultural and entertainment services
Hospitality is the work of the whole team, not just one
employee
It is important to consider term hospitable behavior
Hospitality industry is maintained by the quality of
hospitable behavior towards guests
Hospitable behavior towards guests is the core activity of
any business in hospitality industry.

How would you define hospitable behavior?

Hospitable behavior is characterized by a positive
orientation towards guests, enthusiasm, positive energy
and the willingness to recognize and meet a guests
implicit needs .
Staff must learn how to deal with clients, because the
tourism sector highly depends on human factor.
When we talk about the Hospitality Industry, we are
referring to the companies or organizations which provide
food and/or drink and/or accommodation to people who
are away from home.
Hospitality industry can be regarded as a variety of forms
of enterprise, specializing in the market related to the
reception and guest services
Hospitality industry is one of the most important part of
tourism

Can you name few tangible and intangible services in

hospitality?
The physical products of hospitality, are products that are
sold at a price to the guests or customers ( the price a guest
paid for renting a hotel room, or the price a customer paid for
buying a meal in a restaurant).
These are often regarded as the tangible aspects of
hospitality.
However, our experience of the hospitality industry does not
only rely on the tangibles.
A successful hospitality business does not only count on its
products and services, but also how they are delivered.
The qualities of staff and the way they deliver the service are
often more important than the tangible products in making a
hospitality experience satisfactory or unsatisfactory.
We call these the intangible aspects of hospitality.

Can you make a difference between tangible and

intangible service?
It is very difficult to draw a line between service and
manufacturing industries
It is better to say that there are activities with higher or
lower participation of services
In hospitality industry offer can be:
1) product
2) service
3) combined
There are four cases: only a product, product with
service, service with product and service on its own.

Is hospitality wider term than tourism and why?

The concept of "hospitality industry" is broader than
the concept of "tourism industry
Hospitality is essence of any service, delivered to
tourist or someone else
It means that some of
services written in this
umbrella can be delivered
to guests that are not tourists,
i.e. local guests.
But some authors consider
hospitality as a part of tourism
industry

 The hospitality industry is one of the largest and fastest

growing sectors of the economy
The structure of the hospitality industry include:
1) lodge
2) transport services;
3) cultural and entertainment services
4) catering
The hotel (accommodation) industry is an important part
of hospitality. Residence companies are providing
temporary accommodation with a specific set of services
(all-suite hotel, motel, camping, tent city, departmental
hotel etc.)

 Transport segment of the hospitality industry includes

companies involved in the physical movement of people
from one place to another.
Transport companies realize their numerous services
through airports, rail and bus services, sea and river
ports.
Entertainment is segment of the hospitality industry
which provides a set of events to consumer through a
network of services
Supreme goal of business activity in the field of
hospitality is, above all, the satisfaction of the needs of
the client, and only then - increase business income
In the world practice there are four models of hospitality:
1) European
2) Asian
3) American
4) East - European

European model

The European model is represented hospitality high

reputation.
The European hotel market is the most common and
most developed
The main advantage of the hotel is not a luxury, but
a sophisticated and stylish interior high reputation
and fame, good service;
The most expensive hotels are located in unique
locations and buildings in historic city center;
Traditional relation to the guests;
Stronger than anywhere else in Europe was
expressed Hotel-segregation, which leads to the fact
that the guest of an expensive hotel could ever run
to the guest of another social status (in the lobby)

Asian model
Asian model is opposite to the European, and is reflected in
Asians love to luxury and gigantism.
Europe hotel category is inversely proportional to its
capacity,
in Asia vice versa.
The distinctive features of Asian luxury hotel are:
the most successful site;
a large area of the rooms and public spaces;
high capacity;
luxury and wealth of interiors and exteriors
low cost (compared to Europe) and availability of services;
ability to use a variety of infrastructure and additional
services;
widespread service system Ultra all inclusive.

American model
The American model of hospitality has features like the
European and Asian model mixed.
In the centers of the largest US cities are common class
hotels "Luxury" that meet the requirements of typical
European hotels (style, small sizes, individual service).
On the other hand, in the major resorts and tourist
centers of the country there are hotels, internally and
externally resembling Asians (high capacity, luxury,
huge infrastructure development).

East European model

East European model of hospitality stands apart from
the European because of the presence of a large share
of the post-Soviet enterprises of hotel industry, and as
well as in the American model, the proximity of hotels,
typical for both the European and for Asian models.
On the other hand, the present stage of development of
the hotel market of the former Soviet Union in Europe is
characterized by the construction of new facilities
accommodation, typical for Europe and Asia.