This document provides an introduction to the hospitality industry, including its history and key concepts. It discusses how the industry began with travelers needing food and shelter along trade routes as early as 3000 BC. The hospitality industry aims to satisfy guests' needs while away from home through various sectors like lodging, food and beverage, transportation, activities, and retail. The roles of managers are highlighted as creating an environment where guests feel welcome. Career opportunities in the growing hospitality industry are also outlined across hotel management, food and beverage, travel, and events.

1. INTRODUCTION
TO HOSPITALITY
INDUSTRY
CHAPTER 1
By: Mumtazul Ilyani
SUBJECT: INTRODUCTION TO
HOSPITALITY INDUSTRY

2. HISTORY OF
HOSPITALITY INDUSTRY
• The hospitality industry began as an outgrowth of travel in
the conduct of trade.
• As long ago as 3000 B.C., Sumerian traders from
Mesopotamian kingdom:
Traveled from one region to another to sell grain
needed shelter, food and drinks.
An enterprising person arranged ways to meet those
needs.
Trade routes expanded and hospitality establishments
flourished.

3. WHAT IS HOSPITALITY?
• Comes from the word ‘hospice’.
• Provide care and shelter for traveler.
• In reality, it goes far beyond this and includes
any organization that provides food, shelter
and other services to people away from home.
• Medieval times (1682 – 1740) - started with
post houses (rest houses).
• Late 16th – ordinary (serving fixed menu meal
at long table).

4. DEFINITION
• New Oxford Dictionary (1989) - Friendly and
generous reception and entertainment of guest.
• Hospitality - dedicated to serve people who is
away from their home.
• Tourism - the commercial organization and
operation of holidays and visits to places of
interest.
• Hospitality industry means to satisfy a guest’s
need for shelter and lodging and those that
provide their patrons with food and beverage.

5. CHARACTERISTICS OF
THE HOSPITALITY INDUSTRY
• Hospitality businesses – open 365 days a year, 7 days a
week and 24 hours a day.
• Evening and weekends – included in the work week.
• Hospitality industry depends heavily on shift work.
 Four shift:
1. Morning Shift
2. Mid Shift
3. Evening Shift
4. Night Shift
• Product-service mix
• Two-way communication

6. HOSPITALITY SERVICE
• According to Bill Fisher, Exec. Vice President of National
Restaurant Association, S.E.R.V.I.C.E means:
S – spirit of the employees who perform it
E – empathy in placing oneself in the shoes of customer
R – responsiveness in taking timely and appropriate action to
meet the needs of the customer
V – visibility to let customers know they are being served
I – inventiveness to do a little extra
C – competency on the part of service performers
E – enthusiasm to maximize the exchange value with the
customer

7. CHARACTERISTICS OF
SERVICE
• Four characteristics of service:
Intangibility – services cannot be seen,
tasted, felt, heard or smelled before
purchase.
Inseparability – service cannot be separated
from their providers.
Variability – quality of services depends on
who provides them & when, where & how.
Perishability – services cannot be stored for
later sale or use.

8. THE SERVICE
ENCOUNTER
• This is the period of time in which a customer directly interacts with a service.
1. Employee response to service delivery system failure
• After a complaint, if the employee compensates with a upgraded room or free drink, the encounter is
usually perceived as satisfactory.
• If the employee offers no compensation, explanation, or solution the encounter is usually perceived
as dissatisfactory.
2. Employee response to customer needs and requests
• If the employee acknowledges the request and at least attempts to fulfill it or explain why it cannot
be filled, the customer is usually satisfied
• On the other hands, employee disinterest or unwillingness to consider bending the rules leaves the
customer dissatisfied.
3. Unprompted and unsolicited employee actions
• The amount of attention given the customers will leave them feeling pampered or frustrated.
• Taking extra time and showing interest in the customer’s comfort are all employee responses that
leave the customer satisfied.

9. COMPONENTS OF
HOSPITALITY INDUSTRY
1. Lodging / Accommodation Operations -
such as hotels, resorts, motels
2. Transportation / Travel Services - such as
taxi, train, cruise ships, airlines
3. Food and Beverage Operations - such as
restaurants, bars, caterings
4. Activities / Recreations - such as events,
festivals, celebrations, water parks,
theme parks
5. Retail Stores - such as souvenir shops,
merchandise stores, convenience stores

10. THE MANAGER’S ROLE
• The role of the manager is critical in
creating the environment in which
the following will occur:
Making the guest feel welcome
Making things work for the guest
Maintaining a profitable operation

11. CAREER IN
HOSPITALITY
1. Hotel Management Jobs
Traditional hospitality careers often start in hotels and resorts, and the accommodation sector is
growing more diverse with new properties and new concepts coming to the industry. You could
start in Reception, Guest Relations or Housekeeping.
2. Food & Beverage Jobs
Another core area of hospitality careers is the Food & Beverage sector which includes restaurants,
night clubs, catering, food trucks, fine wines & spirits and bakeries. You could start in Waiter,
Bartender, Barista or Cook.
3. Travel & Tourism Jobs
Includes airlines, cruise ships, private jets and charters, and the career paths vary widely from
guest-facing positions in the service areas, to back-end marketing and sales and finance roles.
4. Events, Sports, Wellness & Leisure Positions
Hospitality degrees open the doors to the MICE (Meetings, Incentives, Conferences and Events)
sector and some closely related sectors such as sports, spas and wellness, and leisure activities.

12. EMPLOYMENT OPPORTUNITIES
• Most segments of the hospitality industry are projected
for continued growth in the number of management
positions.
• Opportunity to advance as companies grow.
• Some segments are greatly outpacing the average.
• New and emerging segments of the industry.
• Growth in franchise opportunities.
• Increasing interest in food and travel as population ages.

13. TUTORIAL QUESTIONS
1. DEFINE HOSPITALITY INDUSTRY.
2. LIST 5 CHARACTERISTICS OF THE HOSPITALITY
INDUSTRY.
3. STATE 4 CHARACTERISTICS OF SERVICE.
4. NAME 5 COMPONENTS OF HOSPITALITY INDUSTRY.