Macro perspective

• Hospitality


  Friendly and generous reception and entertainment of guests, visitors, or strangers
• Hospitality industry


  • Includes the hotel and motel, or lodging, trade
  • Includes food services, recreation services, and tourism
  • Provides accommodations, meals, and personal services for both the traveling public and permanent residents
• Establishments in the hospitality industry

  • Transient, or commercial, hotels
  • Motels, or motor inns
  • Residential hotels
  • Resorts
  • Convention hotels and centers
• Convention hotels and centers

  • Must have state-of-the-art audiovisual and technical equipment among other services to stay competitive and attract business
• Positions in the hospitality industry

  • Bellhops
  • Executive managers
  • Front office workers
  • Service workers
  • Marketing and sales workers
  • Accounting workers
  • Food and beverage workers
  • Housekeeping workers
  • Engineering and maintenance workers
• Front-of-the-house positions


  Jobs most visible to the public
• Back-of-the-house jobs


  Less visible jobs
• Careers in hospitality


  • Hotel general manager
  • Hotel clerk
  • Bellhop
  • Meeting and convention planner
  • Concierge
  • Maitre d'
  • Executive chef
  • Reservation ticket agent
  • Maids and housekeeping cleaner
  • Gaming dealer
• Demand


  An economic principle that describes a consumer's desire and willingness to pay a price for a specific good or service
• Demographics


  The study of objectively measurable characteristics of our population such as age and income
• Baby Boomer


  A person born in the years following WWII, when there was a temporary marked increase in the birth rate
• Generation X


  The generation born after that of the Baby Boomers (roughly from the early 1960s to the late 1970s) often perceived to be disaffected and directionless
• Diversity


  A feature of a mixed workforce that provides a wide range of abilities, experience, knowledge, and strengths due to heterogeneity in age, background, ethnicity, physical abilities, political and religious beliefs, sex, and other attributes
• Dependency Ratio


  A measure showing the number of dependents, aged zero to 14 and over the age of 65, to the total population, aged 15 to 64. It gives insight into the amount of people of nonworking age compared to the number of those who are working age
• Two-Income Families


  A family that gets money from two separate incomes, meaning that both the husband and wife have jobs
• Empty Nesters


  Parents whose children have grown up and left home
• Single-Person Households


  A household that includes just a single person, meaning that they are unmarried and have no kids
• Tips for successful event planning

  1. Begin planning early

  2. Delegate tasks

  3. Stay organized

  4. Stay calm
• Organizational structure in the hotel & lodging industry

  • Finance
  • Front office
  • Human resources
  • Food and beverage
  • Sales
  • Housekeeping
• Financial department


  • Records financial transactions, prepares and interprets financial statements, and deals with cost accounting and cost control
• Front office department


  • Handles customer service including front desk service, reservation, laundry, concierge, telephone, and housekeeping service
• Human resources department


  • Handles employee recruitment, arranges staff training, makes promotion and disciplinary decisions, and checks staff attendance
• Food & beverage department

  • Responsible for all of the dining rooms, restaurants, bars, kitchen, clean up services
• Sales department


  • Responsible for selling the hotel facilities and services to individuals and groups
• Housekeeping department


  • Ensures guest rooms are clean
• Hotel business cycle


  Expansion<|>Recession<|>Recovery
• Role of real estate in the hotel business

  • Hotel pricing can make hotel real estate more attractive than other real estate, particularly in inflationary times, because of the ability to increase rates literally overnight
• Asset management


  Asset managers and management companies work together for the benefit of the hotel owner
• Hospitality


  Kindness in welcoming visitors, guests or strangers
• Hospitality industry


  • Involves the friendly and generous reception and entertainment of visitors, guests, strangers, membership clubs, resorts, conventions, special events, attractions, and other services for tourists and travelers
• Hospitality management


  Managing resorts, hotels, restaurants, tourism, events, conventions and any other institutions engaged in the hospitality industry
• Departments in hospitality industry

  • Housekeeping
  • Front desk
  • Food/beverage
  • Engineering
  • Health/sports
  • Safety/security
• Hospitality industry has claimed its special importance in economic and society development
• Hospitality helps improve the country's image, and captivate tourists and business markets
• Hospitality industry helps create quality employment
• Employees in hospitality industry are meticulously trained about technical and behavioral skills for best customer satisfaction
• Hospitality industry has been significantly thriving around the globe
• The hotel sector has bounced back promptly and been increasing from its 2009 decline
• The travel and tourism industry is generally well positioned on tops of globally most important drivers of economic growth, holding almost 9% of global GDP
• The travel and tourism industry tops the list of largest employers