with liberality and goodwill” “hospice” – a medieval house of rest for travelers and pilgrims not confined to hotels and restaurants but also refers to other kinds of institutions that offer shelter, food, or both, to people away from their homes Encompasses the meaning / essence of the phrase : “home away from home” Consists of all businesses and institutions concerned in providing hospitality services and products to its consumers Essentially a people’s business. Most of the products offered are actually services and are intangible. DOT (1992): “any place or places with pleasant environment & atmosphere conducive to comfort, healthful relaxation and rest, offering food, sleeping accommodation and recreational facilities to the public for a fee or remuneration The management of all operations and activities that is related to the reception and entertainment of people away from their homes – that is, the management of any form of establishment serving or offering food, shelter, or both, to its customers The nature of operations and orientation of a hospitality establishment is mostly rooted in the services they offer, and is therefore, “service-oriented” and results- based The management of all operations and activities in a resort and/or leisure establishment and all its accompaniments The effective utilization of given resources to achieve the enterprise’s objectives (long and short goals) Functions: › Planning › Directing › Organizing › Controlling › Coordinating › Evaluating › Staffing Man -- human resources Materials – capital and operational supplies (linen, cutlery, office supplies, etc.) Machines – machinery and equipment Money – capital budget and operational cash flows Meters – physical space to carry out operation (land, building, etc.) Minutes -- time Minds – knowledge – technical skills and talents Methods – how things are done, techniques Measurement – quality and performance, standards Make the guest feel welcome personally. › Atmosphere of liberality and goodwill › Happy workers Make things work for the guest › In foodservice : right flavor, right temperature, right portions › In hotels : all facilities and amenities should be clean, sanitary and comfortable, conducive for rest and relaxation, or whatever purpose the guest requires Make sure that the operation will continue to provide service and make a profit – at a set budget › Proper allocation and management of all resources (raw materials, manpower, money, time and energy) Customers, population, market, demographics 1. Diversity and cultural change working women, persons with disabilities (PWDs) 2. Changing population aging population / workforce 3. Income distribution Buying power from disposable income 4. Lifestyle changes Increased leisure time, life style trends (dining-out), changes in preferences 1. Location / land › Types of produce or food items 2. Environment › Sustainable development, pollution / waste disposal, and other issues 3. Laws and local government › Restrictions and taxation 4. Labor and wages 5. Workforce diversity