Philippine Women’s University

School of Hospitality Management

The Concept of Service

Hospitality as a Service
Industry
Cindy C. Ng Tsai
DHM Student

Dr. Cristina Caluza

Professor/ Instructor
 Learning Objectives
• Service in the Hospitality Industry
• Departments in Hotel Industry
• The Role of Service in the Hospitality
Industry
• Do’s and Don’t in the Service Industry
• Difference of Service and Hospitality
• Current Trends in the Hospitality Industry

Philippine Women’s University

School of Hospitality Management
 Service in Hospitality Industry
• Service is an integral part of the Hospitality
Ecosystem.
• Customer service improves customer
relationship.
• Provide unforgettable, ambient and dynamic
experience.
• Outlook of a customer can be in positive,
indifferent, and negative.

Philippine Women’s University

School of Hospitality Management
Philippine Women’s University
School of Hospitality Management
Departments in Hotel Industry

Philippine Women’s University

School of Hospitality Management
Philippine Women’s University
School of Hospitality Management
The Role of Service in Hospitality
Industry
Define the purpose of service in the hotel industry together
with providing tips to ensure the purpose is met.

Philippine Women’s University

School of Hospitality Management
The Role of Service in Hospitality
Industry
1. Measure Customer Mood
2. Judging the Customer’s Need
3. Improve Customer Loyalty
4. Feedback as a Crucial part of the Service
5. On Time Services
6. Etiquette of Service
7. Meeting Customer Expectations

Philippine Women’s University

School of Hospitality Management
Do’s and Don’t in the Service
Industry
DO’s

Express Respe
Gratitude ct

Take
Be
Respon
sibility Honest

Philippine Women’s University

School of Hospitality Management
Do’s and Don’t in the Service
Industry

Philippine Women’s University

School of Hospitality Management
Difference of Service and
Hospitality
Smile
Appreci
ated

Recogni
zed

Validate
d

Respect

Philippine Women’s University

School of Hospitality Management
Current Issues and Trends in the
Hospitality Industry
• Forbes Travel Guide – best 13 hotels in 2019
• The threat of Covid 19 to the industry 2020
• The 33 Hotels that are Operational during
ECQ (March 2020)
• Accredited Hotels for Quarantine
• Hotel Employees are losing there jobs
• Safety changes amid Covid 19

Philippine Women’s University

School of Hospitality Management
Quarantine Protocols in Covid 19

Philippine Women’s University

School of Hospitality Management
DOH Response to Covid 19

Philippine Women’s University

School of Hospitality Management
 Guidelines for Accommodation
Establishments Under the New Normal

Philippine Women’s University

School of Hospitality Management
 Guidelines for Accommodation
Establishments Under the New Normal

Philippine Women’s University

School of Hospitality Management
 Guidelines for Accommodation
Establishments Under the New Normal

Philippine Women’s University

School of Hospitality Management
 Guidelines for Accommodation
Establishments Under the New Normal

Philippine Women’s University

School of Hospitality Management
 Guidelines for Accommodation
Establishments Under the New Normal

Philippine Women’s University

School of Hospitality Management
 Guidelines for Accommodation
Establishments Under the New Normal

Philippine Women’s University

School of Hospitality Management
 References
https://www.soegjobs.com/service-hospitality-industry/
https://www.hotelmanagement.net/guest-relations/there-difference-
between-service-and-hospitality-and-its-impacting-your-asset
https://setupmyhotel.com/train-my-hotel-staff/securityandloss/765-
departments-that-make-a-hotel.html
https://www.youtube.com/watch?v=XftbMRwiRxk&t=317s
https://www.onenews.ph/list-sectors-allowed-under-ecq-mecq-gcq
https://businessmirror.com.ph/2020/03/24/under-strict-rules-dot-permits-
33-hotels-to-operate-during-ecq/
https://www.bworldonline.com/sparkup-community-measuring-covid-19s-
impact-on-local-hospitality-and-tourism-sectors/
https://www.thepoortraveler.net/2020/07/doh-accredited-hotels-
quarantine-manila/
https://philippines.travel/safeph

Philippine Women’s University

School of Hospitality Management