1.

INTRODUCTION

Hospitality is the relationship between guest and host, or the act or practice of being hospitable.
Hospitality is also known as the act of generously providing care and kindness to whoever is in need.
According to Dictionary.com hospitality means ‘the friendly reception and treatment of guests or
strangers’. Specifically, this includes the welcome, reception and entertainment of guests, visitors, or
strangers in a warm, friendly and generous way.

1.1. The 11 Sectors of the Hospitality Industry:

1. Accommodation
The Accommodation sector includes everything from local small B&Bs, to hotels and hostels, and
house share like Airborne and Couch-surf. In its essence, this sector is about providing you with a
room and a bed to sleep in.

2. Food & Beverage

Food & beverage sector includes restaurants, bars, cafes and any other food markets where people
gather to socialism, eat, and drink. As consumer’s demands change, more pop up restaurants and
innovative concepts pop-up to keep us entertained.

3. Travel & Transportation

Transportation has been an integral part of the tourism industry; transportation links tourists with
various tourist attractions.
Transportation is the main means to carry passengers, that is, the tourists, to the actual site where
tourism services are performed.

4. Tourism
Tourism is a social, cultural and economic phenomenon which entails the movement of people to
countries or places outside their usual environment for personal or business/professional purposes.
These people are called visitors (which may be either tourists or excursionists; residents or non-
residents) and tourism has to do with their activities, some of which involve tourism expenditure.

5. Meetings and Events

This industry is often called MICE, which is short for Meetings, Incentives, Conferences, and
Exhibitions. This involves all gatherings of people whether it is a small private event or a huge
international congress at the largest expo on the continent.

6. Attractions
A tourist attraction is a place of interest that tourists visit, typically for its inherent or an exhibited
natural or cultural value, historical significance, natural or built beauty, offering leisure and
amusement.

7. Entertainment
Entertainment sector includes activities that you attend such as festivals, concerts, cinema, and
clubs.

8. Recreation
Recreation is closely related to entertainment but is not the same. Recreation is about the things
you do (or don’t do) rather than activities that you attend.

Recreation includes a spa, wellness, fitness and other things you would like to do to keep yourself
healthy and happy (or not do, like all the things you wouldn’t do when you’re on a beach holiday).

9. Technology
Yes, technology has become its own sector in the hospitality industry. Previously simply a range of
suppliers that provide hotels with tools to manage their bookings, now a flourishing tech business
sector.

2. CREATING A FAVORABLE ORGANIZATION CLIMATE

 2.1. Six (6) Key Elements

PURPOSE
Corporate vision, goals, targets, and objectives
that state the company’s direction; a statement
of what the company wants to achieve

RELATIONSHIPS & CULTURE STRUCTURE

A healthy working relationship governed by positive Well- defined division of labor, systems, policies and
corporate beliefs values and practices procedures that regulate the flow of work

SANCTIONS
REWARDS
System of detecting infractions and enforcing
What employees get for doing a good job
disciplinary action against erring employees

LEADERSHIP

Ability of leaders to mobilize human and material

resources to generate expected results Outside
Environment