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INTRODUCTION TO
HOSPITALITY

What is hospitality?
What is the essence of the hospitality?
Broadly speaking, hospitality is the act of kindness in
welcoming and looking after the basic needs of guests or
strangers, mainly in relation to food, drink, accommodation
and entertainment.
A contemporary explanation of hospitality refers to the
relationship process between a guest and a host.
Latin hospitari meaning being guest", or "stranger
The concept of hospitality is usually defined as a kind
reception of guests (the spirit of hospitality)
According to Oxford dictionary hospitality is The friendly and
generous reception and entertainment of guests, visitors, or
strangers

Hospitality is the relationship between the guest and the host, or


the act of practice of being hospitable.
This includes the reception and entertainment of guests, visitors,
or strangers
Pineapple has been, for a long time, a symbol of goodwill,
friendship and hospitality.
The first pineapples was brought to Europe from the West Indies by
European explorers in the XVII century.
Then pineapples crossed the ocean, came to North America and
became part of hospitality and culture.
The most significant difference from
other areas of business is that the main
purpose of hospitality is guest
satisfaction and the creation of invisible
product.

Key elements of hospitality:


1) how hospitality is configured
2) the motives for providing it
3) its essential nature
Hospitality is closely associated with interaction between humans
(host and guest)
The hospitality product can bee seen as the sum of satisfactions
and dissatisfactions. For guest main motif is satisfaction.
Hospitality evolves the simultaneous provision and consumption of
certain types of product and services.
Essence of hospitality can be defined as production of services as
the manifestation of personal attention towards tourists and the
ability to feel his wants and needs.

The operational characteristics of hospitality include the following:


1) service that involves host / guest interaction, is provided and
consumed at the same time, and can either please or displease the
guest;
2) processes that are planned and controlled by management and
delivered (often inconsistently) by employees;
3) information inconsistently stored, retrieved and used
about guests, competitors and macro trends affecting the operation;
4) work hours that are long, involve shift work and, because they
are subject to the shifting demands of business, place stress on
employees and management; and
5) functional tasks, organized by departments that are often in
conflict with each other.

The structure of the hospitality industry include:


1) catering;
2) transport services;
3) cultural and entertainment services
Hospitality is the work of the whole team, not just one employee
It is important to consider term hospitable behavior
Hospitality industry is maintained by the quality of hospitable
behavior towards guests
Hospitable behavior towards guests is the core activity of any
business in hospitality industry.

How would you define hospitable behavior?


Hospitable behavior is characterized by a positive orientation
towards guests, enthusiasm, positive energy and the willingness
to recognize and meet a guests implicit needs .
Staff must learn how to deal with clients, because the tourism
sector highly depends on human factor.
When we talk about the Hospitality Industry, we are referring to
the companies or organizations which provide food and/or drink
and/or accommodation to people who are away from home.
Hospitality industry can be regarded as a variety of forms of
enterprise, specializing in the market related to the reception and
guest services
Hospitality industry is one of the most important part of tourism

Can you name few tangible and intangible services in hospitality?


The physical products of hospitality, are products that are sold at a
price to the guests or customers ( the price a guest paid for renting
a hotel room, or the price a customer paid for buying a meal in a
restaurant).
These are often regarded as the tangible aspects of hospitality.
However, our experience of the hospitality industry does not only
rely on the tangibles.
A successful hospitality business does not only count on its
products and services, but also how they are delivered.
The qualities of staff and the way they deliver the service are often
more important than the tangible products in making a hospitality
experience satisfactory or unsatisfactory.
We call these the intangible aspects of hospitality.

Can you make a difference between tangible and intangible service?


It is very difficult to draw a line between service and
manufacturing industries
It is better to say that there are activities with higher or lower
participation of services
In hospitality industry offer can be:
1) product
2) service
3) combined
There are four cases: only a product, product with service, service
with product and service on its own.

Is hospitality wider term than tourism and why?


The concept of "hospitality industry" is broader than the concept
of "tourism industry
Hospitality is essence of any service, delivered to tourist or
someone else
It means that some of
services written in this
umbrella can be delivered
to guests that are not tourists,
i.e. local guests.
But some authors consider
hospitality as a part of tourism
industry

The hospitality industry is one of the largest and fastest growing


sectors of the economy
The structure of the hospitality industry include:
1) lodge
2) transport services;
3) cultural and entertainment services
4) catering
The hotel (accommodation) industry is an important part of
hospitality. Residence companies are providing temporary
accommodation with a specific set of services (all-suite hotel, motel,
camping, tent city, departmental hotel etc.)

Transport segment of the hospitality industry includes companies


involved in the physical movement of people from one place to
another.
Transport companies realize their numerous services through
airports, rail and bus services, sea and river ports.
Entertainment is segment of the hospitality industry which provides
a set of events to consumer through a network of services
Supreme goal of business activity in the field of hospitality is, above
all, the satisfaction of the needs of the client, and only then increase business income
In the world practice there are four models of hospitality:
1) European
2) Asian
3) American
4) East - European

European model

The European model is represented hospitality high reputation.


The European hotel market is the most common and most
developed
The main advantage of the hotel is not a luxury, but a
sophisticated and stylish interior high reputation and fame,
good service;
The most expensive hotels are located in unique locations and
buildings in historic city center;
Traditional relation to the guests;
Stronger than anywhere else in Europe was expressed Hotelsegregation, which leads to the fact that the guest of an
expensive hotel could ever run to the guest of another social
status (in the lobby)

Asian model
Asian model is opposite to the European, and is reflected in
Asians love to luxury and gigantism.
Europe hotel category is inversely proportional to its capacity,
in Asia vice versa.
The distinctive features of Asian luxury hotel are:
the most successful site;
a large area of the rooms and public spaces;
high capacity;
luxury and wealth of interiors and exteriors
low cost (compared to Europe) and availability of services;
ability to use a variety of infrastructure and additional services;
widespread service system Ultra all inclusive.

American model
The American model of hospitality has features like the European
and Asian model mixed.
In the centers of the largest US cities are common class hotels
"Luxury" that meet the requirements of typical European hotels
(style, small sizes, individual service).
On the other hand, in the major resorts and tourist centers of the
country there are hotels, internally and externally resembling
Asians (high capacity, luxury, huge infrastructure development).

East European model


East European model of hospitality stands apart from the
European because of the presence of a large share of the postSoviet enterprises of hotel industry, and as well as in the American
model, the proximity of hotels, typical for both the European and
for Asian models.
On the other hand, the present stage of development of the hotel
market of the former Soviet Union in Europe is characterized by
the construction of new facilities accommodation, typical for
Europe and Asia.

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