the training deal about the to develop the knowledge of hospitality industery.

1. GEZAHEGN AND
ELFINASH
HOTEL & RESORT
INTERNAL
TRAINING
DEC 15,2025

2. Introduction to Hospitality Industry
 What does the term Hospitality represents?
 What is your criteria to say some one is
hospitable?

3.  “Hospitality” comes from the word
“hospice”
 Hospice
Hospice  a medieval “house of rest for
“house of rest for
travellers”
travellers”
 Hospitality means the whole process of
anticipating and satisfying guest’s needs.
 The term “hospitality” can be described as all the
activities that relate to services and facilities for
the tourists and travelers.
 Everywhere the customer goes, a place to stay
and place to eat is necessary.

4.  “Hospitality industry” can broadly defined as the
collection of business providing accommodation, food
and beverages and other facilities to people who are
away from home.
 It is the world fastest growing industry & expected to
be the world’s largest industry by 2030.
 It is a part of service sector.
 Staff in the hospitality industry must be able to
identify the various needs of their guests and they
must be able to act and provide the services expected.

5. Guests do see hospitality as
a personal experience.
Guests Expectations:
1.Get Personal Attention
2.Feel Welcome
3.Warmth,Ambiance,Pleasan
t
4.Feel Treated as Expected
5.And above all: Safety

6. Significance of Hospitality industry
 Opportunities/advantages
 Economical
 G.D.P
 Employment
 Foreign Currency
 Infrastructure
 Indirect benefits
 Environment
 National parks
 Conservation of resources
 Social
 Friendship with people of other back ground
 Reviving of cultural practices
 Political
 Closer ties between government s

7.  Disadvantages/ negative impacts
 Seasonality employment
 Wealth may not be shared fairly among local people
 Destruction of fragile ecosystem
 Adaption of inappropriate codes of behavior ……..

8. Sectors and Scale of the Hospitality Industry
 Hospitality industry contains various service
establishments.
 The most common are:
1. Restaurant
 Coffee Shop
 Continental Restaurants
 Specialty Restaurants
 Dining Room
 Grill Room (Rotisserie)
 Snack Bar /Café/Milk Bar
 Discotheque
 Cabaret/Night Club
 Multi-Cuisine Restaurant

9. 2. Bar
 The Cocktail Bar/Night Club
 The Service Bar
 The Bottle Shop or Take Away
 Mini Bar

10. 3. Hotel
 Is the broadest part of HI
 A Hotel or Inn may be defined as an
establishment whose primary business is,
providing lodging facilities for the general
public, and which furnished one or more of the
following services, food and beverage service,
room attendant service, bell and door attendant
service (sometimes called uniformed service),
laundry or dry cleaning, and use of furniture and
fixtures.

11. Classification and Types of Hotels
 Based On Their Size- Number of room is the most
determinant factor.
 A hotel with less than 25 rooms – Small Hotel
 A hotel with rooms between 26 to 99 – Medium Hotels
 A hotel with rooms between 100 to 299 – Large Hotels
 Hotels with rooms’ more than 300 - Very Large Hotels
 Based on Target Market
 Commercial Hotel
 Suite Hotel
 Resort Hotel
 Casino Hotel
 Convention Hotel

12. Based on Location
Down Town Hotel
Sub Urban Hotel
Resort Hotel
Airport Hotel
Motel
Based on Level of Service
Full Service Hotel(Luxury Hotel)
Budget Hotels
Self Catering Hotels

13. Based on Star Category
One Star Hotel
Two Star hotel
Three Star Hotel
Four Star Hotel
Five Star Hotel
Six Star Hotel
Seven Star Hotel……………………….
Based on Ownership and Affiliation
Independent Hotels
Chained hotels
Referral Groups
Franchise
Management Contract

14.  Structure of Small Sized Hotel
Structure of Hotels

15. Structure of Medium Sized Hotel


16. Structure of Large Sized Hotel

17. Apply Hospitality Skills
 Each sector in hospitality industry must
strive to provide service that it intends
to provide.
 Hospitality skills refers to the various
attributes that are important for
successful operation of various
hospitality sectors.
 In addition to various skills there are
important task to be undertaken by
hospitality mangers and employees.

18. p
 The difference between successful hotel and an
unsuccessful one is the ability of the staff to inspire
the guest to spend an extra money and get the
value for it.
 Very often a guest may enter a hotel without an
exact idea of how he is going to utilize his free
time.
 A gentle suggestion by an employee at the right time
can stimulate a guest to utilize a service and pay for
it.
 In order to give recommendation each staff in
hospitality industry should have accurate know how
about the type and range of product and service they
are providing.

19. Excellent Communication Skills
 Each person have different
communication style, their
communication style can be:
 Aggressive
 Passive
 Active
 Being active or assertive is advisable in
hospitality industry.
 The degree to which we can establish a
rapport, convince, inspire, proximity
and etc is part of communication skill

20.  It is highly recommended that one should avoid
the use of slang or abbreviation.
 All of our speech should be polite and pleasing.
 “May I help you”.
 “May I suggest (or recommend)..........”
 “I beg your pardon”
 “May I request you to..........”
 “One moment please...........”
 “Would you kindly.............”

21. 22
Talk the guests language
 Cut out jargon and explain things well.
 Aim to be understood
 Take responsibility for your communication
- the purpose of your communication is the
response you get
 Make written communication short, specific
and simple
 If in doubt, simplify

22. Ability to Anticipate customer Need
 The centre for satisfying customer need is
knowing what they are looking for.
 One way to do this is anticipate customer need.
 We should not wait until the customer display
his/her request.
 A simple way of bringing out this genuine
concern is to display empathy.
 Empathy is energized by asking oneself, “what
would I expect of the hotel if I were a guest”.
 TREAT OTHERS AS YOU WISH TO BE TREATED

23. 24
Look at the Mirror

24. Building a long lasting Relationship

25. Lost Customers…..
 1 per cent die.
 3 per cent move away.
 4 per cent just naturally float.
 5 per cent change on friends’ advice’.
 9 per cent can buy cheaper elsewhere.
 10 per cent are chronic complainers.
 68 per cent go elsewhere because the people they deal with
are indifferent to their needs.
Make the extra ordinary---- ordinary!!!!

26. Get to know all of your guests.
 100 percent attention at all times.
 Make every guest feel like your most
special guest.
 Accommodate the guests special requests
where-ever possible.
 Build trust, respect and loyalty
 Use names regularly in conversation.
“Courtesy is the foundation of all
positive relationships”

27. Turn complaints into
opportunities
 Four Type of complain are evident in
hospitality industry:
Service Related complain
Mechanical complain
Attitudinal complain
Unusual complain

28. 29

29. 30
Painful statistics….
 Only 4 per cent of dissatisfied guests tell us,
96 per cent tell other people.
 Each unhappy guest tells an average or 10
or more people (13 per cent tell 20 or more).
 Resolving a problem quickly will turn 95 per
cent of unhappy guests into return guests.
 40 per cent of your perceived guest service
is how well you solve problems

30. Welcome complaints!!!
 What are the 4 types of complainers?
 When customers are dissatisfied with the service
you're providing, they will be one of four kinds
of complainers:
 1. aggressive,
 2. expressive,
 3. passive
 4. constructive.
 So how do you identify which type of customer
you are dealing with and the best way to
respond?

31. 32
Guests complaints are great
fun
 G Get the facts
 R Responsibility
 E Empathy
 A Agree a solution
 T Thank the guest
for complaining
 FUN Follow- up- now
It’s my
pleasure to
solve this

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Systems are as important as smiles
 Make quality your number one priority.
 Guest service and quality is part of everybody’s
job.
 Set quality and guest service objectives and
goals.
 Review progress regularly.
 Make quality and excellent guest service the most
important thing by measuring and rewarding
them.
 Define and specify for quality and service.

33. 34
Nobody is ever motivated to do an
average job.

34. 35
 Ask “What can be simplified, automated,
standardised and streamlined?”
 Have a plan, know what could go wrong and
know exactly what to do if and when it does.
 Let front-line staff fix their own mistakes, and
learn from them(Empowerment).
 Delegate accountability with activity.

35. 36
Employee satisfaction and guest
satisfaction are linked.

36. 37
 Good internal programmes create employee
satisfaction, which turn, creates guests
satisfaction.
 When guest satisfaction decreases, employee
satisfaction decreases.
 When guest satisfaction increases, employee
satisfaction increases.
 Hotels achieving consistently high levels of guest
satisfactions also achieving high employee morale
ratings.

37. A company’s greatest asset isn’t on the balance sheet.
It’s the number of satisfied guest and worker it has.
THE END