 Oxford dictionary: “the reception and

entertainment of guests, visitors, or strangers

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