The Hospitality Industry and You

Chapter One

What is Hospitality?

“The reception and entertainment of guests, visitors, or strangers with liberality and good will”.

Oxford English Dictionary

I bet many of you are wondering…

What Does “Liberality and Good Will mean”?

Good Will: means willingness to help others

Liberality: means generosity or broad-mindedness

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 welcomedMake sure things (products & services) work

for the guestMake 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 objectivelies in achieving a controlled profitable operation. A good term to describe this management concern is “conformance to budget.”

(Chapter 1 Page 6)

Brief Summary of Management’s Role in the Hospitality Industry

There were three main objectives of a hospitality manager:Make the Guests Feel WelcomeMake Sure Things Work for the GuestsMake sure the operation continues to provide

service and make a profit.

Simply stated, these objectives suggest that managers must be able torelate successfully to employees and guests, direct the work of their

operation, and achieve operating goals within a budget - that is, to runa productive operation within certain constraints. (Chapter 1Page 6)

Why Study in a Hospitality Management Program?

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 theheart of a person’s life and can lead directly to self-discovery!

So Why Do People Work?(Chapter 1 Page 7)

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

Factors to Consider When Evaluating a Job Offer Income Professional status The employer: company’s commitment to

training, opportunities for advancement, and quality of the company’s operations

Potential job satisfaction Skilled jobs

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