HOSPITALITY MANAGEMENT

UNIT-4

PRESENTED BYAFFAN ALI

The word hospitality is derived from the Latin word hostis, which means to have power. The meaning of ‘host’ can be “ lord of strangers”.

The hospitality industry consists of broad category of fields within the service industry that includes lodging, restaurants, event planning, transportation and additional fields within the tourism industry.

Basically hospitality is the relationship between a guest and a host, or the act or practice of being hospitable, i.e., the reception and entertainment of guests, visitors, resorts, membership clubs, conventions, attractions, special events, and other services for travelers and tourists.

Introduction

Hospitality management refers to the management of restaurants, hotels, resorts, and cruise ships.

An individual with hospitality management training may be a general manager over the entire enterprise or may manage a division within the organization.

Hospitality management is both a field of work and a field of study.

Hospitality Management

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

Oxford English Dictionary

“ hospitality is about compensating/ equalizing a stranger to the host, making him feel protected and taken care of, and at the end of his hosting, guiding him to next destination.”

Definitions

Evolution of Hospitality Industry

The word hospitality can be traced back to the Greek word ‘Xenia’, which means hospitality and also the protection given to a traveler from discomfort.The word Xenia originated from the name of goddess “ Xenia Athena’ of Greece.In this period travelers were specially researchers, business people & sport person etc.The concept of hospitality can also be traced back to ancient time. It was found in Iliad (Greek epic poem) by Homer.The next phase in the evolution of this industry is related with the motor car. This gave birth to inland resorts and hotel industry began to flourish. Air travel, motor travel & railway travel etc.

Another trend was motel, developed by the Trust houses of Forte Group.

Internet played a vital role in tourism industry. People travel for the political, job & trade purpose.

Next phase in the hospitality industry was that people travel for the religious purposes and Roman Catholic Church played an important role.

The next phase was related to industrial revolution and the important role played by trains.

The next phase is related to hotels. It was started in ancient time when husband & wife opened the gate of their houses for the travelers.

Industrial revolution in England brought ideas & progress in the business of in keepings.

Emerging nations of Europe, especially Switzerland took the lead in hotel keeping.

It was in Europe that the birth of organized hotel industry took place in the shape of chalets and small hotels.

The real growth of the modern hotel industry took place in the USA.

Beginning with the opening of the City hotel in New York.

After that William C. Ralston established a super luxury property called the Palace hotel in California.

The outbreak of World War II brought a tremendous economic and social upsurge. During this period two concepts were emerged. Motels and International chain operations.

It provides services to the customers according to their need

It include guest and host It charge against the services provided Hospitality industry is now both profit making and non

profit making, for eg commercisl hotels are profit making while canteens, religious catering outlets like langars and bhandaras are non profit making.

Every day in southern part of the country , ladies make rangoli of rice, flour, flowers etc it is believed that by doing so they are inviting guests and giving the message that house is opened for guests

Nature of Hospitality Industry

In different parts of the world, traditional style hospitality is provided, for eg ladies decorated with flowers greet the guest in Honululu.

In one of the hotel in mauritius , after the dinner service is over , the staff collects in the dining area and sings local songs in the honour of guest.

Greeting guests with folded hands , touching their feet in respect, aarti, puja applyng tilak and ringing of bells are numerous other ways of providing warm reception and welcome to the guests.

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

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 Retaining quality workforce

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

It develops an idea or habit to be receptive It assists manager to be flexible It provides excellent customer service skills It offers a wide range of job choices It incorporates both a field of work and a

field of study.

Importance of Hospitality Management

Why Do People Work?

To make a living environment To enhance self-esteem To feel self-fulfillment To contribute to others

Scope of the Hospitality Industry

Careers in Travel and Tourism Air Sea Rail Auto

Careers in Restaurants Restaurant industry employs over 12

million people Management positions

◦ Owner◦ President/Vice president◦ General manager◦ Restaurant manager◦ Bar manager◦ Kitchen manager

Careers in Managed Services

Client relationship Foodservice operation is a support service,

not the primary operation Batch cooking is the norm

Careers in Lodging

Management positions◦ Management trainee◦ General manager◦ Rooms manager◦ Director of Marketing and Sales◦ Director of Human Resources◦ Director of Finance

Careers in Conventions and Expositions Convention planners Convention managers Responsibilities include

◦ Staffing◦ Sales◦ Registration◦ Marketing◦ Other

Careers in Meeting Planning, Event Management and Catering

Meeting Planning◦ Event planner◦ Meeting manager◦ Conference coordinator

Event Management◦ Weddings◦ Parties◦ Corporate events◦ Bar mitzvahs

Catering

Careers in Recreation

Organizing recreational activities◦ Aerobics◦ Arts and crafts◦ Tennis◦ Various camps

State and local PRT

Careers in Gaming

Positions include◦ Dealer◦ Slot attendant◦ Marketing director◦ Casino surveillance◦ General manager

Internships, Mentoring, and Shadowing

Internships◦ Supervised practical training

Shadowing◦ Gain familiarity with a particular job or jobs

Careers in Allied Areas

Suppliers◦ Food and beverage◦ Furniture◦ Furnishing and equipment

Sales & Marketing Department focus on analyzing the marketing plan to reach potential customers, then sell and book reservations.

Accounting Department tracks all incoming revenue and outgoing cash. It balances the books and has close communication with the General Manager and others with power to decide how money is made and spent.

Engineering or Maintenance Department maintains most of the equipment and machinery on the property and keeps it in working order.

Security Department addresses concerns ranging from handling hazardous waste to securing the building against any threats and protecting the property / the staff, and their belongings.

Human Resources Department oversees all matters relating to staff, from recruiting and hiring to setting salary ranges and benefits

Other possible career options in hospitality sector are:-

Catering/ Restaurant managerRoom service managerHotel managerFloor supervisorHotel receptionistsFood and beverage manager

You make people’s day It’s creative There’s no need to get stuck You can take on early responsibility Not 9-5 Clear route in Great perks Great atmosphere 

Reasons for opting career in hospitality management

Training in hospitality management

The hospitality industry offers a variety of training choices. Graduates usually work in the hotel, tourism and restaurant business, in management or service positions which include customer service, food service, food preparation and safety, beverage services, gaming management and lodging management. Colleges providing hospitality training often partner with large hotel or restaurant chains or cruise liners to help graduates with job placement.

Institutions and universities providing hospitality training

Vo-Tech:- High school students can enroll in hospitality management programs at vocational- technical schools. Some colleges will accept coursework done in vo-tech programs towards the first year of undergratuate study.

Trade schools :- for students who don’t wish to continue their studies in specially academic environment, trade schools and culinary schools offer programs in hospitality management. These classes are focused upon hands- on classroom instruction. And many graduates from these programs receive help with finding a first job from their schools. A drawback of these programs receive help with finding a first job from their schools. A drawback of trade school- type programs is that they cannot be founded by state financial aid.

Colleges and universities:- Many community colleges and universities offer courses of study in hospitality management that culminate in associate’s or bachelor’s degrees. These programs typically involve a set of general education requirements that must be fulfilled alongside the core course of study. Some students prefer this well- rounded education, though some see it as a drawback.

Executive MBA in hospitality :- an executive MBA is recommended for students holding a bachelor’s degree who plan to follow an upper level hospitality management career. Students must take the general business classes, which include business development, organizational analysis, customer psychology, sales, finances and budgeting.

Students can opt to specialize in lodging management, gaming management, catering management and take pertinent classes.

Hospitality industry associate:- Columbus technical college in Georgia offers the Hospitality Industry Associate certificate course. Classes include an introduction to the hospitality industry environment, customer service, food safety, service technology and personal effectiveness.

Culinary Arts Degree:- The International Culinary schools with 45 campus in the U.S. Offer a wide range of hospitality and restaurant management programs, which include theory and practical classes. The program starts with basic cooking skills, basic cuts and managing a menu, then moves on to the use of ingredients in international cuisines plus the use of indigenous ingredients in American regional cooking. Students can specialize in baking and pastry and grade manager. The schools prepares students for entry level positions in a range of culinary options including assistant baker, pantry cook, line cook, chef, kitchen manager, restaurant manager, assistant catering manager and assistant food and beverage director.

Associate Degrees in Hospitality :- An Associate of Arts degree in hospitality prepares you for entry into the hospitality business. The course requires 60 hours of classes which include management skills, hospitality business law, food and beverage management, marketing, and hospitality accounting including budgeting and cost control. The course prepares students for career opportunities including management trainee, dinning room supervisor, assistant food and beverage manager, guest service manager and banquet sales coordinator. Community colleges and online schools throughout the U.S. offer this option.

Thank you………….