OVERVIEW OF

HOSPITALITY
• Accommodation
• Entertainment
• Welcome
• Companionship
• Friendliness
• Generosity
• Reception
• Warmth
• Affability
• Cheer
• Heartiness
HOSPITALITY
as interestingly defined in dictionary, is
kindness in welcoming visitors, guests or
strangers. It refers to the relationship
between guest and the host, or the practice
or act of being hospitable.  Particularly, this
involves the friendly and generous reception
and entertainment of visitors, guests,
strangers, membership clubs, resorts,
conventions, special events, attractions, and
other services for tourists and travelers.
Those successful in this career often pull off
the hospitable aura.
HOSPITALITY MANAGEMENT

• Hospitality management, as a field of

work, implies managing resorts, hotels,
restaurants, tourism, events, conventions
and any other institutions engaged in the
hospitality industry.
FACETS OF HOSPITALITY
INDUSTRY
• Tourism Management
• Hotel Management
• Event Management
• Convention Management
• Resort Management
 CLASSIFICATION OF HOTELS
♣ On the basis of Service Levels
- Budget – limited amenities at a lower
average price per night
- Luxury – refers to combination of
facilities and style and something that is not
normally experienced at home.
- Suite – luxury accommodations with
multiple number of rooms. Multiple rooms
with huge spaces.
CLASSIFICATION OF HOTELS
♣ On the basis of Theme
• Boutique – small but exclusive property that
caters to clientele with exceptional level of
service at premium prices.
• Heritage – Generally, old places or mansions
or some other historical places converted to a
hotel.
• Ecotel – new concept in hospitality that
claims to work for environment protection and
preservation.
CLASSIFICATION OF HOTELS
♣ On the basis of Target Market
• Commercial – hotel for transients that caters
to salesmen (display of samples)
• Resort – vacation area that caters
vacationers, especially on beaches.
• Convention – provides facilities and services
geared to meet the needs of large group an
association meetings and trade groups.
RESORTS
• a place where people can go
on vacations to relax or for an activity they enjoy.

• is a self-contained commercial establishment that

tries to provide most of a vacationer's wants, such
as food, drink, lodging, sports, entertainment, on
the premises
 KINDS OF RESORTS
• Beach Resorts.
GOLF RESORT
SPA RESORTS
ALL INCLUSIVE RESORT
MOTEL

• a roadside hotel designed primarily for motorists,

typically having the rooms arranged in a low
building with parking directly outside.

• Motor inn hotel

MOTELS
HOTEL

• A hotel is an establishment that provides

paid lodging on a short-term basis. Facilities
provided may range from a modest-quality
mattress in a small room to large suites with
bigger, higher-quality beds, a dresser, a refrigerator
and other kitchen facilities, upholstered chairs, a
flat screen television
HOTEL
RESTAURANT

• is a business which prepares and

serves food and drinks to customers in exchange
for money. Meals are generally served and eaten
on the premises, but many restaurants also
offer take-out and food delivery services.
Restaurants vary greatly in appearance and
offerings,
FASTFOOD

• Fast food is a type of restaurant in which customers

have a quick meal. This consists mainly of burgers,
hot dogs, steaks, French fries, fried onion, pizzas,
sandwiches and the massive use of different sauces
like mustard, mayonnaise and ketchup.
CAFETERIA/STAFF CANTEEN
• These are small restaurants within or close to
a workplace patronized by employees. A cafeteria
is also inside schools where it is referred to as a
dining hall. They are different from coffeehouses,
which serve hot beverages like coffee, espresso, tea,
and cappuccino.
• There is no table service; customers take the food
they want and place it on a tray. They pay a flat rate
(like for a buffet) or an amount for each item.
RESTAURANT BUFFET
• These characterize a breakfast, launch or dinner
where guests serve themselves from various types of
food displayed on counters or tables.
• The buffet is offered in various places, especially in
restaurants hotels. It typically features a menu according to
the formula of “all you can eat” at a pre-fixed price.
• In a buffet you’ll find both hot dishes and cold ones. Usually it
requires the use of cutlery, but there is also the possibility of
a “buffet finger” (finger food) where you can consume food
one by one with your hands.
PIZZERIA

• The pizzeria indicates a particular type of Italian

restaurant where you can eat mainly pizzas and
calzones (folded-over pizza).You often find other
types of dishes such as fries and starters of
mozzarella and meats.
CAFÉ

• Cafés are small restaurants serving hot beverages such

as coffee and tea. They also sell light meals such as
sandwiches and cake.
• They range from neighborhood cafes to big chains
like Starbucks. They are popular in Italy where they serve
hundreds of espressos every day and are called “Bar.”
BISTRO

• A bistro is a small restaurant born in Paris, serving

economical simple food in an informal setting. It is
a very simple place with a reduced size, where the
manager and chef converge in one person.
FOOD TRUCK

• The food truck is a vehicle equipped with

cooking appliances that offers food of any kind
from ice-creams to hamburgers and pizzas.
STEAKHOUSE

• A steakhouse is a restaurant specializing in steaks

and grilled meats.
• This type of restaurant usually offers steaks of
beef and pork as well as poultry and sheep.
• The meat is usually served with vegetable side
dishes or roasted potatoes.
DEPARTMENTS IN
HOSPITALITY INDUSTRY
○ Housekeeping
○ Front desk
○ Engineering
○ Health/ sports/ recreation
○ Safety/Security
IMPORTANCE OF HOSPITALITY
INDUSTRY IN HUMAN LIVES
Hospitality affects the customer satisfaction
levels. Better the quality of service, more
satisfied the customer feels.
A good Hospitality management can also affect
a country’s image as it tells the quality of the
service of a country.
AMENITIES AND FACILITIES
•WHAT ARE THE PARTS OF
THE BED?
A FRAME
A BASE
A MATTRESS
A HEADBOARD
A FOOTBOARD
HOSPITALITY FROM THE FRENCH
WORD “HOSPICE” TO PROVIDE
FOR THE WEARY
• take care of those traveling The term hospitality is derived from the
French word hospice. A famous hospice was the Hospice du Beaune
in Beaune, France. This was a long-term hospital support through the
generosity of the wealthy. When people are traveling it is nice for
businesses providing service provide them with hospitality.
EFFECTS OF POOR CUSTOMER
SERVICE
Loss of current customer
Loss of potential customers
Loss of future customers
Loss of Reputation
Loss of Employees
Loss of Profits
REASONS UNHAPPY CUSTOMERS
DO NOT COMPLAIN
Hotel industry is all about service and hospitality.
Quite often, it is presumed that as long as the
guests are not complaining, they are satisfied.
However, it is highly misconceived notion.
• the ff. are the key reasons why the customers
choose not to raise their voice:
> It is troublesome and requires too much
effort
> They think their issues would not be
resolved, nevertheless.
REASONS UNHAPPY CUSTOMERS
DO NOT COMPLAIN
> they are coy and introverts
> the fear of arousing hotel’s ire
ENCOURAGE YOUR GUESTS TO
GIVE FEEDBACKS
• Thank the guest for complaining to you. Those
who do not complain simply just walk away and
never come back. A guest enunciating a negative
experience is a good thing as long as they’re
telling it to you personally and not announcing it
in any social media forms.
ENCOURAGE YOUR GUESTS TO
GIVE FEEDBACKS
The ff are some of the ways you can do to
encourage your guests give you a feedback so
you can strive to make their stay worthwhile.:
• Exhibit that you are available for them for any
need, at any time.
• Entrust your personnel to resolve your
guests' issues.
• smartphone technology
EARLY HISTORY
MEDIEVAL PERIOD FOR
HOSPITALITY INDUSTRY
STAGECOACH
CARAVANSERAIS
CARAVANSERAIS

• Provide resting destinations for the caravans along Middle Eastern

routes along with the monasteries and abbeys. These places became
the first establishment to offer to refuge to travellers.
CARAVANS
THE NEW WORLD OF HOSPITALITY
(RENAISSANCE AND FRENCH
REVOLUTION)
ESCOFFIER BRIGADE SYSTEM
 TH
RENAISSANCE 16 CENTURY

• High demand for inns and taverns

• 1st hotel - Hotel de Henry IV 1788built at cost of $17,500 (60 beds)
• Coffee housesDuring the 16th century coffee houses were a popular
destination for the community to conduct official business. After the
long period of the dark ages people were into drinking alcohol. In the
16th century drinking was taboo, therefore the coffee houses were
used to sober up the population.
NINETEENTH CENTURY AND
TWENTIETH CENTURY FOR
HOSPITALITY AND TOURISM
 NINETEENTH CENTURY 1898
SAVOY HOTEL OPENED IN LONDON
• General Manager was Cesar Ritz
• Chef was Auguste Escoffier
• Expensive
• Bilingual menu
• As more French immigrants came to the US and the ability of the Elite to
travel back to Europe led to a cultural food revolution. Eating in Restaurants
was for only the high society and the educational elites. Most hotels and
restaurants were grand affairs borrowing the style of the old world (Europe)
Cesar Ritz was a famous hotelier and he and Escoffier operated some of the
finest hotels in Europe and latter in the US. The early 1900’s is called the grand
period of hotels because so many large hotels were built during this period.
DELMONICO’S IN NEW YORK
CITY
• Delmonico was an example of the early restaurants found in the US.
Very expensive and very pretentious. This restaurant was operated for
over 100 years by the same family. As more people had the
opportunity and means to go eat in restaurants they had difficulty
reading/ understanding the menus of the early restaurants because
they were written in French. Delmonico’s is credited to have created
a bilingual menu so as not to offend their guests who could not read
or understand French.
WHITE CASTLE RESTAURANT
1921 AND PRESENT
HOWARD JOHNSONS
RESTAURANT 1927 AND PRESENT
MARRIOT HOT SHOPPE
RESTAURANTS 1927
TGI’ FRIDAYS 1965 AND
PRESENT
CHILI’S 1982 AND PRESENT
TWENTIETH CENTURY TRAVEL

• After WWII, travel began

• 1950’s - advent of cross-continental flights
• Trans-Atlantic flights
• First motel in California
• Resurgence of inner city lodging properties
• Increased interest in cruises
 1960 TO TODAY MAJOR
GROWTH IN CASUAL DINING
• Increase in the number of hotel chains
• Mass tourism
• Package travel
• Baby Boomers
• Living longer
• The largest growth in commercial food service is in the casual dining sector.
People are looking for good food in a comfortable and relaxing atmosphere.
Mass tourism has resulted in world wide increase of travel products, this
growth is contributed to the fact that people are earning more, living longer,
and the time to travel from place to place has gotten quicker. Baby Boomers
are the most wealthiest generation to ever live. As the more into retirement
age and have more free time they are expected to spend a large portion of
their disposable income on travel related products and services.
 MODERN HOSPITALITY
INDUSTRY
• Nowadays, architects, engineers, designers, developers, and
managers are conscious of the taste of guest according to their
wishes. Today’s hotelier’s analyses new trends to define better
criteria and provide modern standards to improve the quality of
life in hotels.

• The tourism industry has a new era of better growth and

innovation. With the future growth in vicinity and greater interest
of people in travelling, future of hospitality industry looks bright
RETAINING LOYAL GUESTS
Customer Service is an integral part
of the processes of each hotel. If
there is any place where customers
are likely to be paying attention to
the type of service they receive, it is
within the hospitality industry.
Based on these statistics, it is obvious your
business – be it a hotel or a restaurant – needs
to place as strong an emphasis on keeping
existing customers as it does on gaining new
ones.
Here are some ways to do it:
• Last Impressions
• Keep in touch
• Reward their loyalty with exclusive deals
• Understand your guests’ needs
• Ask for feedback
• Remember them
• Get the basics right
• Train your staff
• Know Your competition
• Wow your Guest
 End of Chapter..
Thank you and Godbless