Introduction to Hospitality Difference between hotel management & hospitality management 4 Sectors of hospitality

1. HOSPITALITY
INDUSTRY
By Arpendra Chauhan

2. What is Hotel Industry?
× Learning management techniques that are applicable to hotel
administration, marketing, housekeeping, maintenance, catering etc.
× Main focus is on hotel industry & it’s functioning
× The time guest arrives to the hotel till the time he checks out
× Various departments & their responsibilities are:
Front Desk & Reception: Greeting, Welcoming, Check-in, Escorting
Bell Desk: Handling luggage, Escorting, Newspaper delivery
Housekeeping: Guest rooms, common areas, service areas, lobby
Food & Beverage (F&B): Dining areas, kitchen space, room service,
service meals to the guest- Service & Production

3. Guest Services: Managing front office service- computer, printer, scanner,
small meeting rooms, business centre, telephone operator
Travel Desk/ Concierge: Pick-up & Drop-off, ticketing, itinerary,
transportation, managing local tours
Health & Spa: Managing, maintaining & serving guest in the salon, spa, gym,
swimming pool
• All the above mentioned specialized service require intense training &
experience
• Staff is expected to make the guest feel warm & welcome
• The central goal is “customer satisfaction”

4. Hospitality
Management
× Hospitality means taking care of a guest
or visitor
×Not restricted to hotels alone
×Includes:
Hotels & Resorts
Food & Beverage
Travel & Tourism
Event Management
Clubs & Lounges
Airlines
Cruise Ships
https://youtu.be/u0bqEeCVI_A

5. https://youtu.be/edwBWzkb3p8

6. Hotel VS Hospitality Industry
1. AREA OF WORK
Only concerned with hotels & its
functioning.
2. JOB OPPORTUNITIES
Available only in hotel sector
like hotel manager, HK/ FO
manager etc.
3. DRIVEN BY
Operations Management
4. LEARNING & DEVELEOPMENT
Knowledge limited only to hotels &
its management
1. AREA OF WORK
Concerned with industries like
food & beverage, travel, event
management etc.
2. JOB OPPORTUNITIES
Available in various sectors like
casino manager, event manager
etc.
3. DRIVEN BY
People Management
4. LEARNING & DEVELEOPMENT
Knowledge of all the sectors of
hospitality including hotels
https://youtu.be/3DR25Flc87o

7. SMILE
MAKE EYE CONTACT
RESPECT AND WELCOME ALL GUESTS
VALUE THE MAGIC
INITIATE GUEST CONTACT
CREATIVE SERVICE SOLUTIONS
END WITH A “THANK YOU”

8. “Do what you do so well that they
want to see it again and bring
their friends.”
-Walt Disney
8

9. SECTORS OF HOSPITALITY
INDUSTRY

10. FOOD & BEVERAGE
× Popularly known as F&B industry
× Sector talks not only about F&B service but also F&B production
× F&B industry provides over 50% all meals eaten all over the world
× When F&B is a part of the hotel, the main focus is on providing excellent
food & first class customer serivce
× F&B sector ranges from as simple as a bistro to all the way to high end
restaurant
It can be further sub-categorized as
Quick Service Establishments: Quick snacks, drinks & meals. Fewer
employees. Mostly self service. McDonalds, KFC, Subway etc.
Catering Business: Catering service for events & special occasions like
birthday parties, weddings, anniversaries etc.

11. Full Service Restaurants: Full course meals, full service restaurants, proper
seating, waiters take orders, fine dining, casual dining, theme restaurants
etc.
× F&B starts at food production & ends at service.
Processes & stages involved in F&B service industry:
Food Management: Production of food, transportation & storage
Food Presentation: Good presentation makes the food look attractive &
more appetizing. Well presented food makes good impression.
Beverages: Production of food, transportation & storage
Restaurant Management: Skills to manage a restaurant- to manage food,
beverages, maintain quality representation of food, to make sure
customers come back to eat at your place.

12. LODGING/ ACCOMMODATION
•Luxurious hotels & resorts
•Ranges from bed & breakfast enterprises & hotels to other facilities that
offer lodging
•Customer service is utmost necessary in providing accommodation
services
•Not just that but efficiency, comfort, world class amenities are its
foundation
•People who travel need 3 most important things i.e. accommodation,
food, transportation
•If accommodation is sorted, the other two will follow

13. Three main types of hotel & accommodation services:
Lodging: When people travel, they need a place to rest & sleep. Shelter
keeps them safe from brutality of nature. That’s why people book hotels,
lodges, resorts etc.
Suites: Apart from general lodges to stay, hotel sector offers luxury suites
for the stay as well. Generally, suites are suitable for formal sorts of staying
and are much expensive compared to regular room services.
Resorts: The third type of accommodation which is popular among travelers
are resorts. These bring you close to nature and give you a necessary break
from your normal routines.

14. • Tourism & hospitality are two different sectors
• Business of moving people from one destination to other
• Most important segment of hospitality because people mostly travel
because of tourism
• Without travel & tourism, hospitality wont grow
• Tourism is the backbone of the hospitality industry
• Tourism is not limited to leisure or for fun
• People travel for business, education, entertainment, holidays etc.
• Travel & tourism sector demands customer focus, relationship
management, & marketing skills for its running & expansion
TRAVEL & TOURISM

15. ENTERTAINMENT INDUSTRY
• One of most important aspects of traveling
• Travel & tourism go hand in hand with fun & entertainment
Activities which can elevate guests experience when it comes to
entertainment are:
Marinas: One of the most popular places to go when it comes to
partying. Yatch-dance-play games-etc.
Sports & Gaming: People travel to watch or play sports/ games.
Casinos, swimming pools etc.
Cruise: Luxury ships which sail across the ocean under the clear sky
Nightclubs & Bars: Dance, drinks, refreshing experience.

16. QUESTIONS?