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Tourism Management Teaching material

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  2. 2. DEFINITION & CONCEPT         XOXO Hospitality : "Warm reception of guests and strangers into one's home welcome; act of being hospitable” "Hospitality refers to the relationship process between a guest and a host, and it also refers to the act or practice of being hospitable, that is, the reception and entertainment of guests, visitors, or strangers, with liberality and goodwill”. (mengacu pada proses hubungan antara tamu dan tuan rumah, dan juga mengacu pada tindakan atau praktek yang ramah, yaitu penerimaan dan hiburan para tamu, pengunjung, atau orang asing, dengan kemurahan dan goodwill ".) Hospitality is the act of kindness in welcoming and looking after the basic needs of guests or strangers, mainly in relation to food, drink and accommodation. Hospitality is the relationship process, presentation, formality and procedure experienced between a visitor/ customer/ guest and a host. 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‟. Host: (1) a person who invites guests to a meal, a party, etc., (2) persons who has people staying at their house, (3) a country, a city or an organization that holds and arranges a special event Dalam kaitannya dengan Tourism, yang dimaksud dengan Hospitality adalah keramahtamahan dari hati yang paling dalam, yang diberikan oleh masyarakat, maupun pelaku bisnis pariwisata, ketika memberikan pelayanan kepada wisatawan, tanpa melihat dari manapun asal wisatawan tersebut “The local people are very hospitable to strangers”
  3. 3. HOSPITALITY INDUSTRY  Travel and Tourism Industry: All businesses that cater to the needs of the traveling public.  Industri Pariwisata : serangkaian perusahaan yg satu sama lain terpisah, sangat beraneka ragam dalam skala, fungsi, lokasi, dan bentuk organisasi, namun mempunyai kaitan fungsional yang terpadu dalam menghasilkan berbagai barang atau jasa bagi kebutuhan kepentingan wisatawan dalam XOXO perjalanan dan keperluan lainnya yg berkaitan.
  4. 4. XOXO Travel and Tourism Industry Hospitality Industry (Main Sector) Accommodation F&B Operation Transportation Hospitality Service Retail Stores Activities
  5. 5.      XOXO Hospitality industry is the field that specializes in delivering services to direct customers. The hospitality industry ensures that the recipients are well treated to ensure that they enjoy their leisure time to the maximum. Some of these fields include restaurants, flight attendants as well as tour guiding. Hospitality is the business relationship transmission between the visitor, guest, customer, and host. This includes private dinner parties, hotel chains, restaurants, and casinos. This also includes places like Disneyland. This industry makes billions each year from disposable income. The hospitality industry is service oriented, and is closely related to the tourism industry. Some of business establishments under its umbrella are travel and tours, hotels and restaurants, massage parlors and spas, music lounges and bars, nightclubs, theme parks, and more. hospitality industry : businesses such as hotels, bars, and restaurants that offer people food, drink, or a place to sleep: The hospitality industry is a broad category of fields within the service industry that includes lodging, restaurants, event planning, theme parks, transportation, cruise line, and additional fields within the tourism industry. The hospitality industry is a several billion dollar industry that mostly depends on the availability of leisure time and disposable income. A hospitality unit such as a restaurant, hotel, or even an amusement park consists of multiple groups such as facility maintenance, direct operations (servers, housekeepers, porters, kitchen workers, bartenders, etc.), management, marketing, and human resources
  6. 6.   XOXO Hospitality is the relationship process, presentation, formality and procedure experienced between a visitor/ customer/ guest and a host. This can be in relation to a private dinner party or a hotel chain; it is basically the same thing but on a different scale. Specifically, this includes the reception and entertainment of those who require or invited to experience your service. This could include dinner parties, reception staff, bar and waiting staff, concierge etc. It is very important that a host shows unfaltering respect for their guests and understands their individual needs and expectations. Taking all of which into account in order to provide excellent customer service. The way in which different cultures and subcultures expect to be treated in terms of the hospitality offered wavers greatly and it is important that hospitality is measured in terms of what the customer expects as opposed to what the staff expect All sorts of premises and businesses are included in the hospitality service industry, including hotels, casinos and purpose built destinations (e.g. Disneyland). These are all similar in that they offer hospitality services at numerous levels and will all strive to meet and excel their customers' needs. The hospitality industry is worth many billions of dollars each year in the US although it tends to depend on the availability of leisure time and disposable income. The recession has obviously hit the hospitality industry, as it has with most industries, although possibly not as much as it may have been expected. Considering the hospitality industry relies generally ondisposable income and leisure time, it is doing a good job of riding out the recession.
  7. 7.  Hospitality means providing services and welcoming strangers without expecting any thing in return. Here if you see and redefine the words Hospital and Hospitality it will give you the same answer. In Hospital a Doctor takes care of a Stranger who comes to him without knowing who is in front of him with his physical problem and expects that he will be taken care properly without any doubt. The patient expects that the right type of treatment is given from the time he comes to the Hospital till he is discharged. Same is with Hospitality. When a strangers walks in who is your Guest he expects a proper welcome with a smile and he is taken care with Proper accommodation, Food and Beverage till he checks out. The stay must be memorable and he should feel fit and fine with the services provided..  Hospitality frequently refers to the hospitality industry jobs for hotels,restaurants, casinos, catering, resorts, clubs and any other service position that deals with tourists." Along with all of this. XOXO
  8. 8. CONCLUSION  Hospitality Industry: Refers primarily to businesses that provide accommodations and food services for people when they are away from their homes.  Hospitality Industry : industri yang terdiri badan usaha makanan, minuman, penginapan (kombinasi dari hal-hal tsb diatas) yang disediakan untuk para wisatawan selama mereka tinggal di tujuan/daerah tujuan wisata.  The hospitality industry is part of the travel and tourism industry, Hospitality Industry includes : Accommodations, Food services & Other hospitality operations.  One goal in common: to provide necessary or desired products and services to travellers.  XOXO The hospitality industry mainly consists of 2 main sector : - Accommodation - Food and beverage services.
  9. 9. XOXO Scope of the Hospitality, Travel &Tourism Industry
  10. 10. XOXO INDICATORS OF HOSPITALITY INDUSTRY  Quality  Continuity  Balance
  11. 11. XOXO CHARACTERISTICS OF HOSPITALITY INDUSTRY  Open 365 days a year and 24 hours a day, longer working hours and work includes weekends and holidays (No such thing as business hours Hospitality operations run on a 24 hour basis all year round)  Depends heavily on shift work/pembagian kerja menurut Shift  intangibles (service) & Perishable(product) ;production and consumption takes place at the same time with the guest present, Strives for guest satisfaction.  Still relatively labor intensive/ tergantung pada tenaga manusia
  12. 12. Melayani Wisatawan Secara Profesional              XOXO Pelayanan terhadap wisatawan yang masih berada di negara asal Pelayanan di bandara oleh petugas bea cukai (custom), imigrasi (immigration), dan karantina (quarantine) Pelayanan antar jemput Pelayanan di Hotel Pelayanan Tour oleh para Pemandu Wisata Pelayanan di Restoran Pelayanan di tempat-tempat hiburan Pelayanan di pusat-pusat perbelanjaan Pelayanan ketika wisatawan membutuhkan souvenir Pelayanan Packing and Shipping Pelayanan yang bersifat sangat pribadi Pelayanan ketika wisatawan balik lagi ke negara asalnya Pelayanan ketika wisatawan sudah sampai di negara asalnya
  13. 13. CIRI-CIRI PERJALANAN WISATA DAN DAMPAKNYA TERHADAP PELAYANAN        XOXO Menimbulkan berbagai gejala, antara lain: gejala ekonomi, budaya, sosial, politik, yang bersifat global Perjalanan yang dilakukan bersifat sementara Perjalanan yang dilakukan umumnya bertujuan untuk bersenang-senang Perjalanan yang dilakukan oleh wisatawan membutuhkan waktu dan senantiasa diikuti dengan pengeluaran Selama menikmati perjalanan, wisatawan senantiasa membutuhkan sesuatu yang berbeda dari apa yang mereka miliki Membutuhkan tenaga pelayan yang benar-benar kompeten dalam melaksanakan tugas-tugas pelayanan Selalu mengharapkan lebih
  14. 14. “Seven Deadly Sins of Service” 1. Apathy (absence of passion) 2. Brush-off (To ignore or behave coldly toward) 3. Coldness 4. Condescension (lack of respect) 5. Robotics 6. Rule book 7. Runaround (form of evasive excuses ) XOXO
  15. 15. XOXO Sifat Pelayanan yang diharapkan oleh wisatawan  Pleasantness, artinya: pelayanan yang diberikan harus        menyenangkan Eagerness to help people, artinya: adanya keinginan yang kuat untuk menolong orang lain Respect for other people, artinya: menghormati setiap orang dilayani Sense of responsibility, artinya: mempunyai rasa tanggung jawab yang tinggi Orderly mind, artinya: memiliki jalan pikiran yang teratur dalam memilih metode pelayanan yang terbaik Neatness, artinya: setiap saat berpenampilan sangat rapi, khususnya ketika memberi pelayanan Accuracy in everything done, artinya: memiliki ketelitian yang sangat tinggi dalam memberikan pelayanan Loyalty, artinya setia dalam melaksanakan tugas pelayanan
  16. 16. XOXO CONTINUATION  Intelligence use of common sense at all time, artinya: Senantiasa menggunakan akal sehat dalam memahami orang lain khususnya dalam memberikan pelayanan  Tact saying and doing the right thing at the right time, artinya: berbicara secara bijaksana dan melakukan segala asesuatu secara tepat, pada saat yang tepat  Yearning to be a good service clerk, artinya: adanya keinginan yang sangat kuat untuk menjadi pelayan yang baik
  17. 17. XOXO Sepuluh Prinsip Mengenai Wisatawan yang Dilayani           Wisatawan adalah orang yang paling penting dalam urusan kita Wisatawan tidak tergantung kepada kita, tetapi kitalah yang tergantung kepada mereka Wisatawan tidak pernah menggangu pekerjaan kita, tetapi merekalah tujuan pekerjaan kita Wisatawan membantu kita dengan menghubungi kita, kita tidak menolong mereka dengan melayani mereka Wisatawan adalah bagian dari bisnis kita, mereka bukan “orang luar” dari bisnis kita Wisatawan bukanlah benda yang dapat dihitung dengan statistik, mereka adalah manusia yang hidup dan mempunyai perasaan Wisatawan bukanlah seseorang yang dapat didebat dan dipermainkan Wisatawan adalah orang yang datang dengan kebutuhan dan sudah merupakan tugas kita untuk memenuhi kebutuhan mereka Wisatawan pantas mendapatkan pelayanan kita yang paling baik dan memuaskan Wisatawan adalah darah dari kehidupan bisnis kita
  18. 18. XOXO For Success in Service We Need to:  Focus on the guest  Understand the role of the guest-contact employee  Weave a service culture into education and training systems  Thrive on change
  20. 20. XOXO Travel and Tourism Industry Hospitality Industry (Main Sector) Accommodation F&B Operation Transportation Hospitality Service Retail Stores Activities
  21. 21. XOXO CONCEPT  The hospitality industry is part of the travel and tourism industry, Hospitality Industry includes : Accommodations, Food services & Other hospitality operations.  One goal in common: to provide necessary or desired products and services to travellers.  The hospitality industry mainly consists of 2 main sector : - Accommodation ; To provide accommodation (and usually food and drink) to people who for whatever reason are away from home - Food and beverage services ;To provide food and beverage to local, commuting, transient, customers and tourists
  22. 22. XOXO ACCOMODATION SECTOR  There is no generic rule for classifying accommodation establishments globally. One method is to divide accommodation into two main groups: - Non-commercial - Commercial
  23. 23. XOXO TYPES & KINDS OF ACCOMODATION  Motel  Ranch  Private Home  Lodge  Home of Friend or Relatives  Chalet  Self Catering  Tree Lodge  Bed & Breakfast (B&B)  Undersea Lodge  Hostel  Train Cabin  Guest House  Campgrounds  Home Stay  Caravan  Dormitory  Ryokan  Boarding House  Minshuku  Shelter  Cave Hotel  Limited Service-Lodging  Capsule Hotel  Extended Service-Lodging  Ice Hotel  Condominiums(condo)  Hotels  Timeshares  Resort  Apartments/flats
  24. 24.  Motel is a type of hotel in which parking is provided at or near room and the room door gives out onto the parking lot. Usually do not have full dining facilities or provide luggage assistance  Private Home A private home not dedicated for full time occupation of guests, but is a private house or apartment which is temporarily available for rental, often during peak tourism seasons.  Home of Friend Or Relatives Place of friend/relatives where the tourist staying for mean time while spending time there for holiday/vacation XOXO
  25. 25.  Self-Catering A self catering establishment may be primarily one of the other accommodation types, but also offers dedicated self catering facilities. The unit should feature a fully equipped kitchen to cater for the maximum people to be accommodated (including fridge, stove, cutlery, crockery, cooking utensils, cleaning equipment).The kitchen should be for the exclusive use of the guests, and not shared.  XOXO Bed & Breakfast They are usually family-owned. They are private homes whose owner lives on or near the premises and rents out rooms to overnight guests. The paid accommodation typically includes breakfast. A popular term is “B&Bs” (i.e. bed and breakfast provided). The host often provides guests with assistance regarding directions, and information regarding the local area including sightseeing suggestions. It is usually located in rural areas and villages.
  26. 26.   Hostel A hostel establishment is aimed at the budget traveler (Backpacker) and generally attracts a younger clientele. Bedrooms are in a dormitory style (shared) and bathrooms are shared, although private bedrooms may be available. Light meals may be available in addition to the room rate. An inexpensive alternative for students and budget travelers. Offer low-costing lodging, Common toilets, kitchen and bathing facilities are shared by all rooms on the floor. Guest House A guesthouse is generally a private home which has been converted for the dedicated and exclusive use of guest accommodation. The public areas of the establishment are for the exclusive use of the guests. The owner or manager either lives off-site, or in an entirely separate area within the property. A Guesthouse offers a wider range of services than a B&B, and usually caters for all meals. A guest house is a kind of lodging. In some parts of the world a guest house is similar to a hostel, bed and breakfast, or inn whereas in other parts of the world, guest houses are a type of inexpensive hotel-like lodging
  27. 27.     HomeStay Place to stay abroad for traveller or tourist which hosted by local family/residence. Mostly used by foreign exchange student Dormitory a large bedroom for a number of people in a school or institution, or a university/ college hall of residence Boarding House a private house in which accommodation and meals are provided for paying guests, its also a house for boarders at a school Shelter place that provides food and protection for people or animals that need assistance, such a stray animal or homeless people
  28. 28.    Limited-service Lodging Modestly sized and economically priced properties. Have rooms that open onto an interior hallway. Rooms are simple with continental breakfast included. Tend to be situated near popularly prices restaurants, fast-food outlets and/or shopping centre's. Rarely have pools or exercise facilities Extended-stay lodging Appeal to those who need lodging for a week or more. Tend to be spacious and often resemble small apartments with kitchenettes, example like hotel apartment/flats. Attract business people on lengthy business trips. Condominiums (Condo) A type of ownership in real property where all of the owners own the property, common areas and buildings together, with the exception of the interior of the unit to which they have title. Individuals own each unit and also pay fees for upkeep, security, landscaping and maintenance. Can be rented out when owners are not in residence
  29. 29.  Timeshares Similar to condominiums, owners do not purchase individual units but they own a certain amount of yearly time at the property.  Apartments/flats A room or suite of rooms designed as a residence and generally located in a building occupied by more than one household, usually one of several forming a suite, esp one that is spacious and well furnished and used as living accommodation, offices, etc  Ranch A unique form of lodging, Convey a theme of American West. Usually located in the resort areas featuring horseback riding, cattle roundups, outdoor barbeques and other cowboy type activities.
  30. 30.    Lodge A lodge is an accommodation facility which is located and designed to optimize the feeling of being closely in touch with nature. The building style should feature natural materials and colouring such as wood, stone and thatch. An outdoor experience should be offered at the lodge, such as guided walks, game drives etc. Lodges are usually rural, naturedominated settings (e.g. national parks) or exotic places (e.g. the African wilderness) Chalet A wooden dwelling with a sloping roof,.They are self-catering accommodation in a private bungalow, usually rented to prestigious or renowned guests, common in Switzerland and other Alpine regions. In many cases, it refers to a small cottage with an overhanging roof in a seaside resort, e.g. Beach houses, , Tree Lodge Accommodation built on a tree, commonly found in Africa or near a national park.
  31. 31.  Undersea Lodge Accommodation in the sea where you can view marine life, found in Florida.  Train cabin Accommodation in the train, normally for long journey travel. Also know as a "berth"  Campgrounds a place where you can pitch tents and enjoy the natural scenery  Caravan A vehicle that consists of beds, toilets and kitchen. Good for long distance travel, very popular in Europe & USA
  32. 32.   Ryokan It is a traditional Japanesestyle hotel with high quality service, and often furnished with Japanese-style hot spring baths called "Onsen". High standard Japanesestyle breakfast and dinner are often included in the relatively expensive accommodation fee Minshuku It is cozier and small type of Japanese inn which is usually more affordable than Ryokan. Often family-run, have a chance to mingle with other guests and the owner, enabling to get a close glimpse into Japanese daily lives. A homely breakfast and dinner are served and may also have a choice of just paying for the bed, and not including the meals.
  33. 33.  Cave Hotel Accommodation in a cave. Commonly found in Greece, Turkey, Spain & Australia  Capsule Hotels Very popular in Japan, They are a little bigger than a coffin. They are commonly found around they city, near train stations, men who miss the last train home or just aren't sober enough to go home.  Ice Hotel It is like a big igloo built from enormous blocks of ice, very popular in Canada, Sweden and Finland. The hotel is a constant -6C inside and the outside temperatures can drop to more then -50C. The rooms are decorated with lovely carvings in the ice.
  34. 34.   Resorts Cater primarily to leisure travelers. Generally found in four environments: at the beach, near ski areas, in the desert and near (or even in) theme parks and attractions. Usually have facilities for recreational activities such as a swimming pool, tennis courts, golf course and one or two dinning facilities. When a resort is especially large, with many facilities and activities covering acres of land, it is called a megaresort Different Kinds of resorts: 1. A spa resort- Provides extensive facilities for massages, facials, fitness activities and healthy dining. 2. A ski resort-provides a site and facilities to serve the needs of winter sports enthusiasts. 3. A themed resort- One that has a strong identity. Often tied to some other place and time, Examples include the Taj Mahal in Atlantic City and Disney's Animal Kingdom Lodge. An all inclusive resort, charges one price that includes most or all of the costs of staying there.
  35. 35. HOTEL  Hotel A hotel is generally the largest of all accommodation types. There is typically a common reception area, and rooms generally open directly onto a hallway.  Hotel adalah akomodasi yang menyediakan penginapan, makan dan minum yang bersifat komersial  Hotel adalah perusahaan atau badan usaha akomodasi yang menyediakan pelayanan jasa penginapan, penyedia makanan dan minuman serta fasilitas jasa lainnya dimana semua pelayanan itu diperuntukkan bagi masyarakat umum, baik mereka yang bermalam di hotel tersebut ataupun mereka yang hanya menggunakan fasilitas tertentu yang dimiliki hotel itu  Hotel adalah Salah satu jenis akomodasi yang mempergunakan sebagian atau keseluruhan bagian untuk jasa pelayanan penginapan, penyedia makanan dan minuman serta jasa lainnya bagi masyarakat umum yang dikelola secara komersil (Keputusan Menteri Parpostel no Km 94/HK103/MPPT 1987) The on-site restaurant and other facilities are more accessible to the public than the other accommodation types. A wide range of guest services is available, such as room service. Hotels are often members of larger hotel groups, and a similar accommodation experience may be available in different establishments within the group. Can be classified into star system (1-7). A structure that provides sleeping accommodation to travelers and that usually features dining facilities and daily housekeeping service
  36. 36. CLASSIFICATION OF HOTELS  Hotel can be classified by : - Location - Function - Market segment: - Distinctiveness of property: - Size - Rating (grading)/Star System - Levels of Service - Ownership and affiliation.
  37. 37. BASED ON LOCATION   City Centre Hotels  These hotels are located within the heart of a city. The type may vary greatly from business, suites, residential economy, midscale to luxury. These hotels are more expensive than the suburban hotels. These hotels are patronized by business men and high income tourists. These hotels are centrally located and at a convenient distance from markets, railway station,etc. Suburban Hotels Tend to be smaller properties which usually provide full-service, and locate in suburban area. These hotels are located in the suburb of cities, moderately priced and are of mostly medium, large or small size. Normally these hotels are patronized by low budget tourists. The tourists who do not want to stay in the heart of city as they want to be away from hustle and bustle of city, prefer these hotels. Usually writers, poets, low budget tourists etc prefer to stay at suburban hotels. Airport Hotels These hotels are designed especially to accommodate air travelers. They offer a mix of facilities and amenities. The majority offer guests transportation to and from the airport. These are Hotels located near the Airports, especially international airports. Airport Hotels are popular because of their proximity to major travel centers. Airport Hotels vary widely in size and level of services. Typical target market includes business clientele, airline passengers with overnight travel layovers or canceled flights and airline personnel. Hotel owned courtesy vans often transport guests between the hotel and the airport.

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  • jessientuli

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Tourism Management Teaching material


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