The Hospitality

What is Hospitality?

• “The reception and entertainment of guests,

visitors, or strangers with liberality and good
will”.
» Oxford English Dictionary
 Three Main Objectives of the
Hospitality Manager
 As a successful manager in the hospitality industry, you must exhibit many skills
and command much specialized knowledge all directed toward achieving the
managerial objectives listed below:

 Make the guest feel welcomed

 Make sure things (products & services) work for
the guest
 Make sure the operation continues to provide
service and make a profit
Lets explore each objective individually...
 Make The Guests Feel Welcome!
 This requires both a friendly manner on
your part toward the guest and an
atmosphere of “liberality and good will”
among the people who work with you in
serving the guest. That often translates to an
organization in which workers get along well
with one another.

 Make Things Work For The Guests

 Everything needs to be clean and in

working order before the guests step foot on
the establishment. A hospitality system
requires a lot of work and the manager must
see that it is done properly and maintained at
all times.
 Make sure the operation continues to
provide service and make a profit.

As a manager, the key to achieving this objective

lies in achieving a controlled profitable operation.
A good term to describe this management concern is
“conformance to budget.”
 Brief Summary of Management’s Role in the
Hospitality Industry
• There were three main objectives of a
hospitality manager:
– Make the Guests Feel Welcome
– Make Sure Things Work for the Guests
– Make sure the operation continues to provide
service and make a profit.
Simply stated, these objectives suggest that managers must be able to
relate successfully to employees and guests, direct the work of their
operation, and achieve operating goals within a budget - that is, to run
a productive operation within certain constraints.
 Why Study in a Hospitality
Management

As Peter Drucker, a noted management consultant, pointed out,

“Today the center of our society’s productivity is the knowledge
worker, the man or woman who applies to productive work ideas,
concepts, and information. In other words, knowledge is crucial to
SUCCESS, and studying is a necessary part of your overall
preparation for a career as a supervisor or manager.

We spend at least half our waking hours at work. Work lies at the
heart of a person’s life and can lead directly to self-discovery!
So Why Do People Work?
 Why People Choose to Study
Hospitality Management
• They have experience in the industry and want to
continue growing and changing with the industry.

• They are interested in the hospitality industry.

• They have ambition and know that they can grow as

a professional in the industry.
 Why Do People Work?
Work is an activity that produces something of value
for other people

• To make a living
• To get a sense of who they are and to bind
themselves to the community
• To enhance self-esteem
• To feel self-fulfillment
• To contribute to others
Trends Affecting the Future of the
Hospitality Industry
• Increasing competition
• Emphasis on service
• Customers’ growing value consciousness
• Changes in marketing and management made
possible by technology
Trends Affecting the Future of the
Hospitality Industry
• Increased responsibility for employees and
managers through employment
• Greater diversity of the workforce
• Customers’ concerns with security
• Consumers’ and governments’ concern with
sanitation
• Globalization