The Hospitality

Industry and You

Chapter One

What is Hospitality?

The reception and entertainment of

guests, visitors, or strangers with liberality
and good will.
Oxford English Dictionary

I bet many of you are wondering

What Does Liberality and Good

Will mean?
Liberality: means generosity or broad-mindedness
Good Will: means willingness to help others

Three Main Objectives of the

Hospitality Manager

As a successful manager in the hospitality industry, you must exhibit many

skills and command much specialized knowledge all directed toward
achieving the managerial objectives listed below:

Make

the guest feel welcomed

Make sure things (products & services) work
for the guest
Make sure the operation continues to provide
service and make a profit
Lets explore each objective individually...

Make The Guests Feel

Welcome!

This requires both a friendly manner on

your part toward the guest and an
atmosphere of liberality and good will
among the people who work with you in
serving the guest. That often translates to
an organization in which workers get along
well with one another.

Make Things Work For The

Guests

Everything needs to be clean and in

working order before the guests step foot
on the establishment. A hospitality system
requires a lot of work and the manager
must see that it is done properly and
maintained at all times.

Make sure the operation

continues to provide service and
make a profit.
As a manager, the key to achieving this objective
lies in achieving a controlled profitable operation.
A good term to describe this management concern is
conformance to budget.
(Chapter 1 Page 6)

Brief Summary of Managements Role in

the Hospitality Industry

There were three main objectives of a

hospitality manager:
Make

the Guests Feel Welcome

Make Sure Things Work for the Guests
Make sure the operation continues to provide
service and make a profit.
Simply stated, these objectives suggest that managers must be able to
relate successfully to employees and guests, direct the work of their
operation, and achieve operating goals within a budget - that is, to run
a productive operation within certain constraints. (Chapter 1Page 6)

Why Study in a Hospitality

Management Program?
As Peter Drucker, a noted management consultant, pointed out,
Today the center of our societys productivity is the knowledge
worker, the man or woman who applies to productive work ideas,
concepts, and information. In other words, knowledge is crucial to
SUCCESS, and studying is a necessary part of your overall
preparation for a career as a supervisor or manager.

We spend at least half our waking hours at work. Work lies at the
heart of a persons life and can lead directly to self-discovery!
So Why Do People Work?
(Chapter 1 Page 7)

Why People Choose to Study

Hospitality Management

They have experience in the industry and want

to continue growing and changing with the
industry.

They are interested in the hospitality industry.

They have ambition and know that they can

grow as a professional in the industry.

Why Do People Work?

Work is an activity that produces something of

value for other people

To make a living
To get a sense of who they are and to bind
themselves to the community
To enhance self-esteem
To feel self-fulfillment
To contribute to others

Factors to Consider When

Evaluating a Job Offer
Income
Professional status
The employer: companys commitment to
training, opportunities for advancement,
and quality of the companys operations
Potential job satisfaction
Skilled jobs

Trends Affecting the Future of

the Hospitality Industry
Increasing competition
Emphasis on service
Customers growing value consciousness
Changes in marketing and management
made possible by technology

Trends Affecting the Future of

the Hospitality Industry
Increased responsibility for employees and
managers through employment
Greater diversity of the workforce
Customers concerns with security
Consumers and governments concern
with sanitation
Globalization