Hospitality Organization 1202 – in Florence, Italy the great Modern Hospitality

and Management innkeepers integrated an association – Major growth in casual dinning

with the aim of turning hospitality - Increase in the number of hotel
University Vision - a premier into a business in its own right. chains
national university that develops - Mass tourism
leaders in the global knowledge
Renaissance And The French - Package travel
economy. Revolution - Baby boomers
- Living longer
University Mission – a university 16th Century – the demand of the - Mergers and acquisitions
committed to producing leaders by inns and taverns increased multiple
providing a 21st century learning folds. Hospitality Industry
environment through innovations in 1. Food Industry
1788 – Hotel de Henry or Hotel de 2. Entertainment
education, multidisciplinary research,
Salm, 60 beds, was the first 3. Health Care
and community and industry
hospitality establishments as a hotel. 4. Telecommunication
partnerships in order to nurture the
spirit of nationhood, propel the 5. Transportation
Auguste Escoffier – brought the 6. Aerospace
national economy, and engage the brigade system of organization.
world for sustainable development.
Scope Of Hospitality Industry
M. Boulanger – father of Modern
Quality Policy – Batangas State restaurant.
University is committed to provide Why Hospitality Industry?
quality service to all customers and – one of the fastest growing
“Resorantes” – called the soup he industries.
satisfy applicable requirements sold.
through continuous improvement of - a major contributor to the GDP of
all university processes. any nation and more for countries that
Koshu Nishiyama Hotel – first
depend on tourism as a major source
hotel in Japan which is said to be over
Core Values – Patriotism of income.
1300 years old.
- Service
- Integrity 19th – 20th Century – beginning of What Is Hospitality Industry? –
- Resilience is engaged in the process of satisfying
luxury hotels and resorts.
- Excellence the needs of the customers and
- Faith Savoy Hotel - (1898) hotel in generating profit for the stakeholders.
London.
Early Hospitality Customer Satisfaction – main
Delmonico – hotel in New York. objective.
40 B.C. – when hospitality services
for social and religious gatherings Thanatourism – dark tourism. Customer – Oriented Industry –
were quite a common phenomenon. provides uncountable services to
- Greeks came up with thermal baths. 20th Century – first motel in customers.
- hospitality in Ancient Greece are California began.
missionaries priests and pilgrims. Scope
1921 – White Castle
Lodging Segment
Medieval – started with English - Hotels
travel and excursions period when 1927 – Hoard Johnsons and Marriott
Hot Shoppe - Motels
they built inns as their private - Inns
residences. - Resorts
1965 – TGI Fridays
Monasteries – became the first 1982 – Chill’s Food and Beverages
establishments to offer refuge to - Restaurants
travelers. 1970’s – industrial revolution began - Fast Foods
and facilitated the construction of - Caterings
Marco Polo – he estimated that hotels in Europe, England and
there were 10,000 such post houses America. Entertainment
located .25 miles apart. - Bars
- “suitable for a king” Meadow’s Club – (1930) first hotel - Casinos
and casino in Las Vegas. - Arcades
Travel and Tourism rooms at low prices, meeting just the department heads to communicate
- Airlines basic needs of travelers. operational problems.
- Cruise ship
- Railways Suite / All – Suite Hotel – offers External Objectives – may include
spacious layout and design to work recruitment goals for seasonal staff
Main Broad and entertain separate from the and variable pricing for weekdays and
1. Accommodations bedroom. weekends.
2. Food and Beverages
3. Travel and Tourism Casino Hotels – main hotels is Organizational Chart – a visual
actually in support of the gambling presentation of a business
Air BNB – the most famous online operation. organizational structure.
hospitality services of providing cost-
effective accommodation in any Resort Hotels – planned Types of Organizational
country. destinations of guest usually Structure
- an online marketplace for arranging vacationers. 1. Line Structure – authority
or offering lodging, primarily - places for relaxation and recreation originates at the top and moves
homestays, or tourism experiences. which are operated by a single downward. Common among small
company or by business partners. companies.
Products Of Hospitality a. Line Functions – contribute
Industry Other Lodging Facilities directly to the company profits.
1. Manila Hotel
b. Line Managers – collect and
Intangibility – cannot be seen, 2. Hyatt Hotel and Casino
analyze all information needed to
tasted, felt, heard or smelled before 3. Crown Regency Hotels
carry out their responsibilities.
they are purchased. 4. Marriott Hotel
5. Shangri La Hotels 2. Line and Staff Structures –
Inseparability – means that mid size and large companies.
customer are part of the product. Organizational Structure in
Employees hired to help line
- services are produced and consumed Hospitality Industry managers perform activities.
at the same time.
Organization – a system that 3. Matrix Structure – allows
Variability –lack of consistency in outlines how certain activities are employees from different departments
the product or services that makes the directed in order to achieve the goals. to come together temporarily to work
customer disappointed. on special project teams.
Organizational Structure –
Perishability – mean won’t last long includes rules, roles, and 4. Staff / Team Structure – brings
and won’t experience the same responsibilities. Also determines how together people with different skills in
experience. information flows between levels order to meet a particular objective.
within the company. - teams have the authority to make
Accommodation –a room, group of final decisions.
rooms or building in which someone What is Organizational
a. Flat Structures – small number
may live or stay. Structure in Hospitality
of levels and broad span of
Industry? management at each level. Managers
Classification Of Hotels - a comprehensive plan by a hotel must be able to delegate well.
owner to define departmental Advantages
Airport Hotels – located near activities and responsibilities.
airports and are conveniently located - great job satisfaction
- brings order to every aspect of hotel - more delegation
to provide any level of service from operation from the front desk and
just a clean room to room service. - increased communication between
room service to the human resources levels of management.
department.
Commercial Hotels – cater mainly
- necessary to ensure maximum b. Tall Structure – has many levels
business clients. They offer room
profitability from each room, with small spans of management.
service, coffee shop, dining room,
restaurant and bar on a daily basis. Power is centralized on the top levels
cocktail lounge, laundry and valet
service. and there is more employee control.
Objectives
Advantages
Economy Hotels – provide limited Internal Objectives – done by - greater control
service and are known for clean monthly or weekly meetings between - better performance
 Vision, Mission, Goals, and Medtronic – “restoring patients to - to be the most profitable QSR
Objective full life.” business, through a strong franchise
system and great people, serving the
Vision – a forward looking statement McDonald’s – “to be the world’s best burgers in the world.
of what the firm will be in the future. best quick service restaurant.”
- describes the aspirations of the Starbucks – to inspire and nurture
future. Disneyland – “to be the happiest the human spirit – one person, one
- focused on “what are we headed”. place on earth.” cup and one neighborhood at a time.
- short and specific.
Mission – an enduring statement of Bluesun Hotels and Resort – to be
Vision Statement – defines IDEAL purpose that distinguishes one recognizable by service and product
position that the company wants to business from others. quality standards and to be consistent
reach. - foundation for priorities, strategies, in promotion of excellence, novelties
plans and work assignments. and future development.
Visionary Leaders
Mission Statement – focused on Goals – a specific targets that a firm
Bill Gates – founder of microsoft “what is our business.” intends to reach in the long term
software - represents the future outcome
Characteristics - specify accurately “what is to be
Satya Nadella – “empower every 1. Declaration of Attitudes – done” to fulfill its mission
person and every organization on the provide motivation, general direction, - specific that the mission but less so
planet to achieve more.” an image and philosophy. Should be than objectives.
flexible to provide room for adapting
Jack Welch – “good business to changing environments. Characteristics
leaders create a vision, articulate the 1. Specific
vision, passionately own the vision, 2. Customer Orientation – reflects 2. Issues
and relentlessly drive it to the anticipation of customers and 3. Realistic and challenging
completion.” identify customer needs and provide 4. Time bound
good service that fulfills those needs.
Sam Walton – “our vision is to Objectives – used as a guide to
provide good quality and services to 3. Declaration Of Social Policy – actions down to the level of day to
our customers while remaining the responds to responsibilities to day functioning.
market leader and striving daily to be consumers, environmentalists, - keys to organizational effectiveness
the most admired company.” minority communities and other and efficiency.
groups. - are easy to understand and grasp.
Characteristics
1. Perceive the kind of business Components of Mission Criteria
organization the management trying Statement - specific and ambiguous
to create. 1. Product or Service - flexible
2. Describe the strategic course 2. Customer - time bound
management to help the company 3. Technology - attainable
prepare for the future. 4. Survival, Growth and Profitability - measurable and acceptable
3. Specific and provide guidance for 5. Company Philosophy
decision making. 6. Public Image and Employee Characterictics
4. Flexible to any changes due to 1. Specific and ambiguous
environmental changes. Importance – act as basis for 2. Time horizon – Time frame
5. Appeal to the emotions of the translating organizational purposes 3. Flexible
employees and motivate them by into objectives in such a way that 4. Attainable
arousing enthusiasm. cost, time and performance 5. Measurable
6. Focus efforts and excite people. parameters can be assessed and 6. Multiple objectives
7. Reflects a rosy and optimistic controlled. 7. Acceptable
picture of the future of the company. - Ensures the unanimity of purpose
and common direction. Long Term – achieved five year
Henry Ford – “coming together is a time period or longer.
beginning; keeping together is Burger King – to offer reasonably
progress; working together is priced quality food, server quickly, in Short Term - time horizon of up to
success.” attractive, clean surroundings. one year.