HOSPITALITY

 The Bad News: The spirit of hospitality is not something that can be
taught as you might teach service sequence or job skills.

 The Good News: The spirit of hospitality is an innate quality of

all human beings. You don’t need to “teach” it-you just need to
create and sustain a climate where it can emerge and blossom.

 The Better News: We have learned how you can do exactly that... if
you can open your thinking to some fresh possibilities. We are even
designing a support structure that will help you stay on track while this
new understanding weaves itself into the fabric of your operation.
 What is Hospitality?
 Hospitality is often defined as the quality or disposition of receiving
and treating guests and strangers in a warm, friendly, generous
manner.

Hospitality is not what you DO. It is the nature of your

thinking when you and your staff interact with your
patrons. The nature of your thinking always manifests as a
feeling. So, hospitality may not be easy to define, but we
know it when we FEEL it.
 Meaning of Hospitality Management and
Hospitality Industry
 Hospitality management is
both a field of work and a field
of study.
In the work sense, it refers to
management of hotels, restaurants, travel
agencies, and other institutions in the
hospitality industry.
As a field of study, it refers to the
study of the hospitality industry and
its management needs.
 Examples of hospitality industry includes the
following
• Restaurants and Food Service • Bar • Kitchen • Nightclubs
• Travel Agency • Public houses • Airlines
• Lodging accommodations • Cruise Lines/ Shipping Lines • Hotels
• Health and Spa • Motels • Car Rental Agency/ Transportation Services
• Resorts • Event and Conventions Services • Pension houses
• Casinos • Tourist Inns • Theme Parks • Condominium
 VARIOUS DEPARTMENTS IN THE HOTEL
INDUSTRY
Food and
FRONT Food/Kitchen
Beverage Housekeeping
OFFICE Production
Service
• Reception • Restaurant • Linen Room • Hot Kitchen
• Information • Room Service • Housekeeping • Pantry/Cold
Operational • Cashier Desk • Banquet Desk
• Housekeeping
Kitchen
• Pastry/Bakery
• Guest Relation • Bar and
Department Desk Lounge Store • Butchery
• In-house
(CORE •
•
Bell Desk
Travel Desk Laundry
Department) • Reservation • Gardening
Desk (Back Area
Office)
• Telephone
Operator (Back
Office)
 Administrative Department
(Non-Core Department)

Maintenance Accounting Human Resource

Department Department Department

Electronic Data Communication Security

Processing Department Department

Purchasing & Sales and

Stores Marketing
Department Department
HOTEL MANAGEMENT STRUCTURE
 Typical Qualifications
 Background and training required varies by management title and duties involved.
Industry experience has proven to be an essential qualification for neatly any
management occupation with the lodging industry.

 Industry experience is the most basic qualification for management, Occupation in

a hotel. A degree in Hospitality management studies, Human Research or an
equivalent Business degree is often required or strongly preferred. A graduate
degree may be desired for General Manager position but is often not required with
sufficient management experience and tenure. A graduate degree may however be
required for a corporate executive position or above such as a Regional Vice
President who oversees multiple hotel properties and Genera Managers.
 Working Conditions
• Upper management consisting
•Hotel managers are generally of senior managers, department
exposed to long shifts that include heads, and General Managers
may enjoy a more desirable
late hours, weekends, and
work schedule consisting of
holidays due to the 24 hour
more traditional business day
operation of a hotel. and having weekends and
holiday off.
• Depending on the size of the hotel, the hotel manager’s day
may include scheduling breaks, covering a window for check in
or check out, handing cash, reconciling bank accounts, writing a
review for an employee, disciplining an employee or handling
dissatisfied guests.
 Skills Required for Hotel Management Professionals
•Communication Skills •Leadership quality. •Sales ability •Time management •Basic
Knowledge of computers. •Public relationship skills. •Negotiation skills •Multi
tasking •Team management •An eye for detail •Marketing skills •Stress handling skills
•Personal grooming •Swimming (could work as an extra advantage for job.)

Overall Prospects of Hospitality Management

•Airlines catering •Banks, Insurance and other financial sector (as front office,
customer care, pubic relation etc.) •Cabin crew in Airlines •Call centers •Clubs
•Cruise Liners •Educational institutions ( for render hospitality trainings ) •Fast food
joint •Hospital Administration and Catering •Hotel •Railways catering •Recreation
and Health Centers •Restaurant •Telecom industries •Tour and Travel companies
 Thank you for listening!

 Please answer the activity provided in

your module as your assignment:
Exercise #1 (page 8) and Exercise #2
(page 19).