Hospitality

History

The word hospitality derives from the Latin hospes, which is formed from hostis, which originally meant
“to have power”. The meaning of "host" can be literally read as "lord of strangers." The word “hostire”
means equalize or compensate.

In the Homeric ages, hospitality was under the protection of Zeus, the chief deity of the Greek
pantheon. Zeus was also attributed with the title 'Xenios Zeus' ('xenos' means stranger), emphasizing the
fact that hospitality was of the utmost importance. A stranger passing outside a Greek house could be
invited inside the house by the family. The host washed the stranger's feet, offered food and wine, and
only after the guest was comfortable could ask his or her name.

Abraham's Hospitality

Beer-Sheba was like a garden in the desert. All around it, as far as the eye could see, there were barren
hills or sandy wastes. No wonder the green, tall palm trees of Beer-Sheba were a welcome sight to all
the wayfarers. They knew that in Beer-Sheba there dwelt a wonderful old couple, Abraham and Sarah.
This couple had built a huge house with entrances on all the four sides. No matter from what direction
the wayfarer came, a large sign with WELCOME on it greeted him.

Around the house Abraham had planted a wonderful garden in which grew the most delicious fruits and
berries. Most wonderful of all was a magnificent palm tree in the center of the garden. The trees
seemed to know every stranger that came to sit under its branches. If the wayfarer was an honest and
G-d-fearing man, the palm tree would spread forth its branches to shield the visitor from the sun or
wind. But if it was an idol worshipper, the palm tree would lift up its branches and offer no protection.

Abraham was always busy with his many visitors. Whenever he saw the palm tree behave in an
unfriendly way towards a visitor he would go up to the man and show him special kindness. He would
tell him about G-d, the Creator of the world, and how silly it was to worship idols of wood or stone.
Before long the palm tree would spread forth its branches to give shelter to the man, for the idol-
worshipper was a changed man.

Sarah was as kind and as generous as Abraham. She would take care of the women visitors. At night,
when everybody else was fast asleep, there was still a candle burning in Sarah's tent. She was making
dresses and things for the poor and needy. G-d sent a cloud of Light over her tent, to make it light and
bright in her tent.

From far and near men and women came to Beer-Sheba to seek help, advice, and comfort. Weary and
sorrowful they came; happy and cheerful they left. When they wanted to thank Abraham and Sarah for
their kindness, they were told to thank G-d instead. "But where is this G-d?" the astonished visitors
would ask. "His glory fills the heaven and earth," was the reply. And away went the strangers blessing
the G-d of Abraham and Sarah.

Perhaps the most extreme example is provided in Genesis. Lot provides hospitality to a group of angels
(who he thinks are only men); when a mob tries to rape them, Lot goes so far as to offer his own
daughters as a substitute, saying "Don't do anything to these men, for they have come under the
protection of my roof." (Genesis 19:8, NIV).

Abraham, 99 years old, was sitting at the entrance of his tent in the heat of the day, recovering from his
recent circumcision. G-d has taken the sun out of its cloud-cover in order to discourage guests from
annoying Abraham, so that he may recuperate. Abraham is much distressed by the lack of visitors, so
the A-lmighty sends three people, really three angels, to Abraham's home. Each of the angels has been
assigned an important mission. The first angel is to heal Abraham, the second is to inform Sarah that
within the year she will bear a child, and the third is to destroy Sodom.

Despite his pain, when Abraham sees potential guests in the distance, he quickly runs toward them, and
bowing before them, begs them not to pass by his tent without accepting his hospitality. "Wash your
feet, rest against the tree, and I will bring you a little bread," says Abraham to his guests, "Then you will
continue on your journey." (Gen 18:4-5)

Instead of delivering meager refreshments as he had promised, Abraham runs to the tent, tells Sarah to
whip up a multi-course meal with special breads and cakes. He himself hurries to slaughter a calf, and
together with his boy, probably his son Ishmael, prepares a sumptuous repast for the guests.

How Abraham had the temerity to suddenly bolt and run to the arriving guests, after all he was standing
before the Divine Presence. An amazing principle is learned from Abraham's actions The obligation of
welcoming guests is even greater than receiving the Divine Presence!

According to tradition, Abraham had multiple reasons for his avid pursuit of welcoming guests. Not only
was he eager to provide wayfarers with lodging, (since there were no hotels in those days), but he also
hoped to influence them religiously, to abandon their idolatrous practices and embrace one God.
Abraham would urge his guest to recite a blessing on the food he would give them. They would say,
"What blessing shall we make?" and Abraham would respond: "Blessed be the G-d of the Universe, of
whose food we have eaten."

Despite having many servants, both Abraham and Sarah were directly involved in serving the guests.
Genesis 18:7 & 8 relate: " And Abraham runs to the flock... and places the food before them, and stood
over them.” Abraham has his entire family involved in the hospitality. His boys serve alongside him,
because, over the years, Abraham has made a special effort to provide them with a meaningful personal
example of hospitality.

The contrast between Abraham's manner of welcoming guests and Lot's welcoming of guests in Sodom,
is quite stark, even though Lot had learned hospitality in Abraham's home. As we have already stated,
scripture tells us that Abraham personally performed many of the preparations, scurrying around the
house, and running to the flocks. Yet there is no mention of Lot hurrying or exerting himself on behalf of
his guests. And, of course, Lot serves alone, there is no one to help him, because no one has been
nurtured to appreciate the importance of the mitzvah of hospitality.

Do you know the difference between Abraham, our Father of blessed memory, and Lot? Why does
scripture go into such detail about the full meal Abraham served the angels? After all, Lot also baked
bread and prepared a feast for his guests? Why is Abraham's hospitality considered special and not
Lot's?" Because when the guests came to Lot, scripture states (Genesis 19:1), "And behold he saw three
people standing upon him." Lot saw angels! Who wouldn't accept angels into his home? Whereas,
Abraham saw poor wanderers, ragged, fatigued and covered with dust, in need of a placed to rest and a
little food.

Hospitality is when it entails effort, not when it's an honor and a pleasure.

It seems as if we need our agenda corrected and our values set straight. We can learn much from Father
Abraham and Mother Sarah. Welcoming guests, is a precious career, whose preciousness we often
forget.

The Biblical term for hospitality can be translated as an “ingathering of travellers.” Abraham and Sarah
welcome three strangers into their tent. They bring the strangers into their home, into a circle of
compassion and concern, where they nourish them by both food and kindness. Hospitality is timely,
gracious, and abundant. It is undiscriminating and welcomes all who come. Hospitality in the scriptural
sense incorporates all the acts of kindness that are prescribed or recommended in the Scriptures. It
takes precedence even over prayer and spiritual exercises. Hospitality is closely associated with the
covenant that God made with Abraham.

The Genesis account also tells us about the quality of Abraham’s hospitality. As already mentioned,
Abraham rushed to fulfill the needs of his guests. There is a motif of Abraham’s haste and eagerness in
Genesis 18: 2, 6, and 7. Forms of the words “hurry” and “run” appear five times in the text. “And he
lifted up his eyes, and three men were standing near him, and when he saw them he ran to meet them
from the door of the tent and he bowed down to ground.” “And Abraham hastened to the tent to Sarah
and said Hurry three seah of fine flour, knead it, and make cakes.” “And Abraham ran to the herd, and
took a calf tender and good and he gave it to the young man, and he hurried to prepare it.”

What the Narrative Teaches

There are a number of lessons to learn from this narrative. First, one should seek out the opportunity to
welcome guests, not merely wait for them to arrive. This lesson is derived from the specific mention of
the “heat of the day.” Second, one should be sensitive to the feelings and needs of one’s guests. A
lesson from the language that Abraham uses in inviting the angels to stop by his tent: “And he said, My
lords, if I have found favor in your sight, do not pass from your servant” (Genesis 18:4). Abraham makes
it appear that his guests are doing him a favor by accepting his hospitality. Third, one’s acts of kindness
should not cause discomfort or embarrassment to the guest. Because his guests seemed pressured to be
on their way, Abraham rushed to prepare food for them. Perhaps most helpful, “It is written, ‘And I will
fetch a morsel of bread’; but it is also written, ‘And Abraham ran to the herd.’ This teaches that
righteous men promise little and perform much; whereas the wicked promise much and do not perform
even little.

In the New Testament, only the Letter to the Hebrews refers to Abraham’s hospitality: “Do not neglect
to show hospitality to strangers, for by doing that some have entertained angels without knowing it”
(Hebrews 13:2). To be sure, Abraham should be acknowledged for his obedient faith. But he should also
be recognized for his mercy and compassion, and for his lavish hospitality toward strangers. He did not
perceive the three travellers to be of his tribe or religion.

The Industry
The hospitality industry consists of broad category of fields within the service industry that includes
lodging, restaurants, event planning, theme parks, transportation, cruise line, and additional fields
within the tourism industry.

Typical Hotel Management Structure

A typical organizational chart for a mid-scale to large hotel:

General Manager
Director of Room Operations
Front Office Manager
Guest Service Manager(s) / Front Desk

Concierge Manager

In hotels, a concierge assists guests with various tasks like making restaurant reservations, arranging for
spa services, recommending nightclubs, booking transportation (limousines, airplanes, boats, etc.),
procurement of tickets to special events and assisting with various travel arrangements and tours of
local attractions. In upscale establishments, a concierge is often expected to "achieve the impossible",
dealing with any request a guest may have, no matter how strange, relying on an extensive list of
contacts with local merchants and service providers.

PBX Supervisor (Internal Phone System)

Reservations Manager

Bell Services Manager/ Bell Captain

A bell captain is in charge of the staff and all activities regarding an establishment's bell services. This
includes, but is not limed to, carrying and storing luggage, delivering messages, running errands and
providing general facility and area information to guests. The bell captain trains all of the bell hops on
staff. He works with guests to solve all transportation issues. Providing errand services, he may arrange
mail service, deliver daily newspapers and fulfill other ad hoc guest requests. Typically reporting to the
front office manager of an organization, he assists in the development of, and ensures that his staff
operates in compliance with, all best practice guidelines and procedures.

Executive Housekeeper
Housekeeping Manager(s)
Director of Sales & Marketing
Senior Sales Manager
Sales Manager(s)
Revenue Manager
Convention Services Manager(s)
Director of Food & Beverage
Restaurant Manager(s)
Room Service Manager
Catering Manager
Bar Manager
Chief Engineer
Director of Human Resources
Director of Security
Spa & Recreation Manager
Accounting Manager

Common Standard Curriculums:

 Restaurant Management (Examples: Management of Food and Beverage Operations, Food

Science, Food Selection and Preparation, Food and Beverage Cost Control)
 Lodging Operations (Examples: Lodging Management, Hotel Operations, Resort Timeshare
Management, Reservation Sales and Marketing, Hospitality Physical Plant)
 Global Tourism (Examples: Tourism Management, Airline Industry, Sustainable Tourism,
Hospitality Methods)
 Attractions Management (Examples: Theme Park Management, Entertainment Arts)
 Event Management (Examples: Event Industry, Catering Management, Hospitality Marketing
Management)
 Food Preparation (Examples: Basic Food Preparation, Food Sanitation, Beer and Wine)

Courses in this Certificate

 Managing People More Effectively
 Marketing Analysis in the Hospitality Industry
 Principles of Financial Accounting in the Hospitality Industry
 Managing Dynamic Teams
 Marketing Planning in the Hospitality Industry
 Managerial Accounting in Action

CORE COURSES :

Introduction to Hotel Management

Intro to Restaurant & Institutional Food Service
Intro to Commercial Recreation & Resort Management
Principles of Financial Accounting
Principles of Managerial Accounting
Legal Aspects of Hospitality Management
Business Statistics
Conference/Event Planning Management
Business Finance ACCT
Foods, Production & Service
Foodservice Systems Management
Intro to Management and Organizational Behavior
Marketing
Hospitality Human Resource Management
Hotel Operations

Financial Decisions in Hospitality operations

Strategic & Legal Issues in Human Resource Management
Consumer Behavior in Hospitality
Organization Development in Hospitality
Technology and E-Commerce applied to Hospitality
Hospitality Corporate Responsibility and ethics
Leadership and Quality Management in Hospitality
Casino and Gaming Management
International Hospitality Issues and Topics
Supply chain strategy in hotel/restaurants
Financial Mngmt in Hospitality
Advertising and promotion management
Pricing and Business-to-business strategy
Advanced culinary management
Hospitality Facility Management
Qualititative Analytical Mangmt for Hospitality
Conference and Meeting Management
Training and Development for Hospitality
Sustainability in Hospitality
Security and Loss Prevention

Hospitality Industry Management Courses:

BUS - 181 Hospitality Professional Development

BUS - 283 Introduction to the Hospitality Industry
BUS - 284 Conference and Events Planning
BUS - 381 Restaurant Management and Culinary Arts
BUS - 382 Restaurant Entrepreneurship and Culinary Arts
BUS - 384 Hotel Operations and Service Management
BUS - 480 Hospitality Marketing and Sales
BUS - 482 Hospitality Law and Human Resource Issues
BUS - 487 Catering and Fine Dining Management

Hospitality Differences:

Resort:

A resort is a place used for relaxation or recreation, attracting visitors for holidays or vacations. Such a
self-contained resort attempts to provide for most of a vacationer's wants while remaining on the
premises, such as food, drink, lodging, sports, entertainment, and shopping. The term "resort"
sometimes is misused to identify a hotel that does not provide the other amenities required of a full
resort.

Hotel :
A hotel is an establishment that provides paid lodging on a short-term basis with modern facilities,
including en-suite bathrooms and air conditioning or climate control. Additional common features found
in hotel rooms are a telephone, an alarm clock, a television, and Internet connectivity; snack foods and
drinks may be supplied in a mini-bar, and facilities for making hot drinks. Larger hotels may provide a
number of additional guest facilities such as a restaurant, a swimming pool or childcare, and have
conference and social function services.

Spa Resort:
A destination spa is a short term residential/lodging facility with the primary purpose of providing
individual services for spa-goers to develop healthy habits. Historically many such spas were developed
at the location of natural hot springs or sources of mineral waters. Typically over a seven-day stay, such
facilities provide a comprehensive program that includes spa services, physical fitness activities, wellness
education, healthy cuisine and special interest programming.

Some destination spas offer an all-inclusive program that includes facilitated fitness classes, healthy
cuisine, educational classes and seminars as well as similar services to a beauty salon or a day spa.
Guests reside and participate in the program at a destination spa instead of just visiting for a treatment
or pure vacation. Some destination spas are in exotic locations or in spa towns.

 nutrition counseling
 weight loss
 medical treatment
 fitness consultation
 cooking lessons
 massage
 facials — facial cleansing with a variety of products
 nail care
 waxing — the removal of body hair with hot wax
 body treatments such as body wraps, aromatherapy
 balneotherapy/Hydrotherapy
 skin exfoliation — including chemical peels and microdermabrasion
 hair spa treatment

Lodging:

Lodging (or a holiday accommodation) is a type of residential accommodation. People who travel and
stay away from home for more than a day need lodging for sleep, rest, safety, shelter from cold
temperatures or rain, storage of luggage and access to common household functions.

Lodgings may be self catering in which case no food is laid on but cooking facilities are available.

Motel:

A motel is a hotel designed for motorists, and usually has a parking area for motor vehicles.

Entering dictionaries after World War II, the word motel, a portmanteau of motor and hotel or
motorists' hotel, referred initially to a type of hotel consisting of a single building of connected rooms
whose doors faced a parking lot and, in some circumstances, a common area; or a series of small cabins
with common parking. As the United States highway system began to develop in the 1920s, long
distance road journeys became more common and the need for inexpensive, easily accessible overnight
accommodation sited close to the main routes, led to the growth of the motel concept.

Bed & Breakfast:

A bed and breakfast (or B&B) is a small lodging establishment that offers overnight accommodation and
breakfast, but usually does not offer other meals. Typically, bed and breakfasts are private homes with
fewer than 10 bedrooms available for commercial use.

Hostel:

Hostels provide budget oriented, sociable accommodation where guests can rent a bed, sometimes a
bunk bed, in a dormitory and share a bathroom, lounge and sometimes a kitchen. Rooms can be mixed
or single-sex, although private rooms may also be available. Hostels are generally cheaper for both the
operator and the occupants; many hostels have long-term residents whom they employ as desk clerks or
housekeeping staff in exchange for free accommodation.

Introduction — Brief history and evolution, — 3 weeks apprenticiship

to Hotel — Types. at a hotel attached to an AVI
— Various departments.
— Room as a commodity and
different types, types of rates,
— Various Plans - EP, CP, AP,
and MAP.
Introduction to — Introduction, importance
Front Office and role,
— Sections of Front Office,
— Staff organisation in the
department,
— Hierarchy patterns,
— Co-ordination with other
departments
Qualities of Front — Role, Qualities,
Office Staff — Telephone manners.
Reservations — Need, Modes, Procedure
— Reservation - Amendments/
Cancellations
— Filling and storage of reservation
records,
— Group reservations,
— Arrival list, Blocking of rooms,
— No shows,
— Alphabetical codes.
Reception — Basic knowledge
— Check-in procedure, Registration card,
— Allotting a room, Handing over of keys/key
cards etc.,
— Showing the room and welcome call,
— Circulation of information,
— Arrival/Departure register,
— C - Form
— Scanty baggage and their
registration, Group check-in,
— Change of room, Departure procedure,
— Control Activities/Statistics
— Calculation of room position
— Housekeeping discrepancy report,
— Updating of Whitney racks,
— Key check/key control,
— VIP report,
— Night receptionist room report,
— Room count, House count,
Revenue, Occupancy percentage,
— Double occupancy,
Information — Handling of guests’ request &
complaints, Take and deliver messages,
— Sort and deliver mail,
— General information about the
hotel, city, state, country.
Guest
Relations — Guest Relation’s register,
— Handle a VIP arrival,
— Guest history card.
Front Office — Guest Billing, The billing procedure,
cash — Check-in/Check-out time,
— Guest time
- weekly bill,
- bill through NCR machine,
- computerized billing
— Guest departure,
— Modes of payments
— Encashment of foreign currency
— Various formats
- Restaurant checks, Telephone
vouchers, Miscellaneous
vouchers, Cash receipt vouchers,
— Paid outs, Allowances and discounts,
— Safe deposit vaults.
Night — Role of a night auditor,
auditing — Process, Adjustments,
— Compiling complete sales
summary of the hotel,
— Other responsibilities of night
auditor.
Bell Desk — Handling of guest baggage
and role
- On arrival, On departure,
- Groups, Tagging of baggage,
- Scanty baggage,
— Circulating information from reception
— Cloak/left luggage room,
— Paging,
— Stamps/medicines/errand jobs.
Telephones — Importance,
— Arrival/Departure procedure,
— Types of Calls
— Complaint handling.
— Secrecy.
Emergency — Drunk guest,Fire,Theft,
situations
- Guest, Hotel property,
- Loss/breakage, Lost and Found,
- IIIness and Accidents,
- Loss of life.
- First aid

Duration: 10 WEEKS - 60 HOURS

The Lodging Industry

Classifications of Hotel, target markets, levels of service, ownership and affiliations.

Hotel Organization:
Missions, Goals, and Strategies. Hotel organization charts, and divisions of business. Focus on Front
Office operations.

Reservations:
Reservations and sales, types of reservations. Handling the reservation inquiry, group reservations,
reservation availability, the reservation record, the confirmation, and reservation maintenance.

Registration:
Pre-registration activity, the registration record, room and rate assignment, room status. Method of
payment, issuing keys, special requests, selling the guestroom, when guests cannot be accommodated.

Security:
A growing concern, managements, role, elements of security training, legal definitions,

Check out and settlement

Fundamentals of accounting, departure procedures, methods of settlement, guest histories.

Housekeeping
Communicating room status, housekeeping and maintenance, planning the work, teamwork and
supervision.

The Front Office Audit

The role and function of the audit, the audit steps and process.

Planning and Evaluating Operations

Management functions, establishing room rates, forecasting availability, budgeting. Revenue
Management: the concepts and elements of revenue management to maximize profitability.
Continental Service – 4 WEEKS
Overview of the History of Table Service
Classical Dishes
Customer Service
Food and Beverage Service
Safety and Sanitation Styles of Table Service
Dining Room Organization
Serving Wine
Dining Lab Exercise The Menu and the Sequence of Courses
Table Settings
The Front Door
A la Carte Service

Sales and Marketing - 4 WEEKS

Market Analysis Target Identification Target Analysis
Positioning the Business Print & Broadcast Media, Websites
Creating Objectives & Plans Measuring Results Client Feedback

Accounting - 4 WEEKS
Financial Statement Uses Cash Flow and Control Accruals
Payroll Management Purchasing Control Inventory Procedures
Audits - multiple formats Cash Reserves Servicing Debts

Housekeeping Management - 4 WEEKS Corporate Standards Franchise Standards Creating Your Own
Standards
Labour Management Par Stocks for Inventory Control Measures
White Glove Inspections Fabrics and Materials Chemicals and Supplies

Planning and Control of Food & Beverage - 4 WEEKS Standards for Menus Purchasing Control Points
Receiving and Returning
Calculating Costs Calculating Proper Yields Calculating Selling Prices
Production Control Points Service Control Points Analysis and Corrective Action

Convention Management - 4 WEEKS Meeting/Trade Shows Marketing Plans The Association Market
The Corporate Market SMERFS and Others Negotiating Contracts
Convention Planning Servicing the Event Post-Analysis//Next Sale

Business Communication - 6 WEEKS Formal Letter Writing Techniques Formal Memo Techniques Oral
Presentations
MS POWERPOINT Presentations Communicating as a leader Communicating to a leader
Conducting a meeting with an agenda Brainstorming sessions Best Methods and Why

Career Preparation and Search

These two weeks are devoted to preparing a variety of resumes and cover letters. Time is also set aside
for career search and preparing for job interviews and making proper presentations to an employer on
the potential of hiring your services.
FOOD & BEVERAGE OPERATIONS

Hospitality Today
Hotels, Restaurants, Cruise Ships, CasinoS and more as part of the global hospitality industry.

Food & Beverage Management

Food, Beverages, Dining, Planning Production and Operations and Controlling Resources.
Managing Beverage Service
Spirits, Beers, Wines of the Old and New Worlds are combined with Smart Serve.

Supervision in the Hospitality Industry

Recruiting, Selecting, Hiring, Training, Motivation, Disciplining and Termination of staff.