Introduction to Hospitality

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Introduction to Hospitality
Miroslava Dimitrova Ph.D

Accommodation sector
Hospitality = Hotels + Restaurants
Lodging Industry
Hospitality industry: Provision of
accommodation as well as food and beverage
services to short-stay guests on paying basis.

The Pineapple Tradition
• Symbol of welcome,
friendship and hospitality
• Recognized internationally
• Foundation for concept of
“SERVICE”

Types of Accommodation
• Hotels
• Farm houses (Guest houses), bead and breakfast (BB), Inns • Self catering accommodations – apartments, cottages,
gites, chalets
• Campuses
• Youth accommodation – hostels
• Camping and caravan sites
• Medical facility accommodation
• Cruise line and ferries
• Trains and aircrafts
• Visiting friends and relatives (VFR)
• Timesharing

Hospitality product
Hospitality product is a combination of tangible
goods and intangible services
• Services are intangible. They are a product of
the human activity
• Services are bridge between the employer and
the tourist. They don’t exist outside this
relationship.

Hospitality Product is:
• intangible
• perishable
• inseparability of manufacture, sale and
consumption
• labor intensive (shifts)
• production is routine and can be standardized
• seasonal
• no such thing as business hours
• hospitality operations run on a 24 hour basis all
year round

“Seven Deadly Sins of Service”
1.
2.
3.
4.
5.
6.
7.

Apathy
Brush-off
Coldness
Condescension
Robotics
Rule book
Runaround

Is the Hospitality Industry Right
for You?
• Based on quality of service
• Personal qualities needed:










Honesty
Willingness to work hard
Team player
Willingness to work long hours
Ability to deal with stress
Good decision-making skills
Good communication skills
Dedicated to exceptional service
Desire to exceed guest expectations

Self-assessment
• Personal SWOT analysis
– Pinpoint strengths to maximize
– Pinpoint weaknesses to minimize
– Pinpoint opportunities to use to your advantage
– Pinpoint threats to neutralize

• www.queendom.com

Ethics
• Set of moral principles and values that people use to
make decisions about right and wrong
• Basic common values






Integrity
Respect for human life
Self-control
Honesty
Courage

• Golden rule
• Reasonable person standard

Basic tourist services
• Without them no package travel is possible.
They include:
- Transport
- Accommodation
- Food/ Beverage

Additional services
• Facilitate the stay (information, reservation
etc)
• Activate the stay (animation, sports activities)
• Increase the comfort of the tourists (spa,
fitness, hair dresser’s )
• Satisfy hobbies and other interests (casino,
bowling, exhibitions, trips etc)

Hospitality Guests:
•29% are transient business travelers
•25,3% are attending a conference/
group meeting
•24,6% are on vacation
•21,8% are traveling for other reasons
( personal, family or special event)
.

Ways to Classify Hotels
• Classifying Hotels
– Location
– Types of services offered
– Market price levels

Hotel Classification:
• According to range of services provided on
place:
- limited service hotel (provides only lodging
services, sometimes also breakfast is included
but the hotel does not possess table service
restaurant)
- full service hotel (provides lodging, food and
beverage services as well as additional
services)

Hotel Classification
• According to size of the lodging property
- small hotels (≤ 50 rooms)
- large hotels
- mega hotels

Location











Center city hotels
Resort hotels
Airport hotels
Freeway hotels
Casino hotels
Full service
Convention
Economy
Extended stay
Bed and breakfast

Airport Hotels








High occupancy due to location
Business, group and leisure travelers
Full service
200-600 rooms
Convenient location
Airport shuttle service
Economical...
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