hospitality management

1. Travel & Tourism Industry
Understand the importance of travel globally in terms of
benefits and linkages with the economy

2. What is Travel & Tourism?
Travel is the movement of people or objects (su
as airplaines, boats, trains and other conveyance
between relatively distant geographical location

3. WHAT IS TOURISM
INDUSTRY
 Tourism -is travel for recreational, leisure or business
purposes. The World Tourism Organization defines
tourists as people "traveling to and staying in places
outside their usual environment for not more than one
consecutive year for leisure, business and other
purposes".
 comprises the activities of persons traveling to and
staying in places outside their usual environment for
not more than one consecutive year for leisure,
business and other purposes.

4. WHAT IS HOSPITALITY
INDUSTRY
 Hospitality -A term implies whereby a guest who
is away from home is welcomed by a host where
basic necessities are provided such as food,
beverages and lodging. The term is derived from
the Latin word ‘hospitaire’, which means ‘to
receive a guest’.
 - provides essential services (i.e.,
lodging and food) for travelers, whether they
are on the move for reasons of necessity,
leisure or luxury. Hospitality is a major factor in
every vacation and business trip, and is
thus important to individual customers and to
businesses

5. Characteristics of The
Hospitality Industry
- Shift work;
- The physical products of hospitality, e.g. food
and drink in a restaurant or the actual hotel
room, are products that are sold at a price to
the guests or customers (e.g. 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.;

6. Characteristics of The
Hospitality Industry
- 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 or these are the intangible
aspects of hospitality.;
- -Hospitality operations run on a 24 hour
basis all year round;

7. The objectives of hospitality
industry
1. Making the guests feel welcome
personally
This requires both a friendly manner
on your part toward the guest and an
atmosphere of “liberality and good will”
among the people who work with you in
serving the guest. That often translates
to an organization in which workers get
along well with one another.

8. The objectives of hospitality
industry
2. Making things work for the guests
Everything needs to be clean and in
working order before the guests step
foot on the establishment. A hospitality
system requires a lot of work and the
manager must see that it is done
properly and maintained at all times.

9. The objectives of hospitality
industry
3. Making sure that the operation will
continue to provide service and meet its
budget
As a manager, the key to achieving this
objective lies in achieving a controlled
profitable operation. A good term to
describe this management concern is
“conformance to budget.”

10. Scope of the Hospitality-
Tourism Industry (Walker,
2007)

12. Disney Service Model
Smile
Make Eye contact
Respect and welcome all guests
Value the magic
Initiate guest contact
Creative service solutions
End with a “thank you”

13. Components of Tourism Industry

14.  Components of Tourism Industry
 Travel Agents-Arrange travel for business and vacation customers.
Book reservations for travel, hotels, rental cars, and special events,
such as tours and excursions. Tell clients about what their trip will
be like, including giving details on required documents, such as
passports or visas.
 Tour Operators-Providing general and specific advice about
different travel destinations. Drawing up complicated travel
itineraries and ensuring that all the needs of the customers are met.
Making arrangements for transport and accommodation.
 Lodging and Catering- Provides food and beverage as well as
accommodation for the traveling people in a form of hotels,resorts,
restaurants, huge cafeteria,

15. Components of Tourism Industry
 Transport- Transport is the movement of humans from one location
to another. Modes of transport include air, land, water, cable, pipeline
and space. Major forms of transport, it could be airlines, cruiselines, car
rentals and rail companies.
 Information & Guiding-Provides information to the guest.
Tourism information and guiding services are necessary in the
tourism industry. Tour guides are people who accompany tourists at a
destination, explaining them about the place, its culture and suggest
them with suitable activities that can be done in the area.
 Attractions- is a place of interest where tourists visit, typically for
its inherent or exhibited natural or cultural value, historical significance,
natural or built beauty, offering leisure and amusement. E.g beaches,
amusement parks, landmarks

16. Types of Tourists
 Business Tourists
 Leisure Tourists
Business Tourists: Those travelling for meetings,
conventions, conferences or for any other purpose
which is incidental to business and work.

17. Types of Tourists
Leisure Tourist: Those who travel for pleasure,
includes travel for vacations, sport, family, education,
health & fitness.

18. Impact of Tourism Industry
Social & Cultural Impact
Economic Impact
Environmental Impact

19. Social & Cultural Impact
Positive Impact
Improve infrastructure
Better leisure facilities
Frequent social events
Conservation of local heritage
Improve lifestyle
Negative Impact
•Over Crowding
•Poor sanitation
•Intrusion of outsiders
•Increased crime
•Loss of native culture
•Anti social activities

20. Economic Impact
 Industrialization
 More employment opportunities
 Greater markets
 Income generation
 Foreign exchange
 Better infrastructure
 Use of advance technology
 Globalization
 Brand building

21. Environmental
Impact
 POSITIVE IMPACT
 Increased investment to
improve facilities
 Preservation of heritage
infrastructure
 Beautification of the area
 NEGATIVE IMPACT
 Over development spoil
nature
 Damage to natural flora
and fauna
 Local people displaced
 Waste disposal problems
 Scarcity of natural
resources
 Increase in pollution

22. Challenges in the Tourism
Industry
Major challenges:
• Fluctuations in currency exchange rates
• Inflation
• Taxation
• Lack of infrastructure
• Security issues
• Regulatory issues