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    Session 2. Characteristics of Tourism and Hospitality Operations SUMMER PDF

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    Liaa Angelique Barangan
    The document discusses the key characteristics and scope of the tourism and hospitality industries. It notes that the industries are interrelated and involve sectors like hotels, restaurants, events planning, travel, and recreation. The industries rely on providing services to customers through departments like food and beverage, housekeeping, sales, and human resources. Operations across sectors are structured around delivering memorable experiences through food, lodging, activities, and customer interactions.

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    Session 2. Characteristics of Tourism and Hospitality Operations SUMMER PDF

    Uploaded by

    Liaa Angelique Barangan
    69 views41 pages
    The document discusses the key characteristics and scope of the tourism and hospitality industries. It notes that the industries are interrelated and involve sectors like hotels, restaurants, events planning, travel, and recreation. The industries rely on providing services to customers through departments like food and beverage, housekeeping, sales, and human resources. Operations across sectors are structured around delivering memorable experiences through food, lodging, activities, and customer interactions.

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    Session 2. Characteristics of Tourism and Hospitality Operations SUMMER.pdf

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    The document discusses the key characteristics and scope of the tourism and hospitality industries. It notes that the industries are interrelated and involve sectors like hotels, restaurants, events planning, travel, and recreation. The industries rely on providing services to customers through departments like food and beverage, housekeeping, sales, and human resources. Operations across sectors are structured around delivering memorable experiences through food, lodging, activities, and customer interactions.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    69 views41 pages

    Session 2. Characteristics of Tourism and Hospitality Operations SUMMER PDF

    Uploaded by

    Liaa Angelique Barangan
    The document discusses the key characteristics and scope of the tourism and hospitality industries. It notes that the industries are interrelated and involve sectors like hotels, restaurants, events planning, travel, and recreation. The industries rely on providing services to customers through departments like food and beverage, housekeeping, sales, and human resources. Operations across sectors are structured around delivering memorable experiences through food, lodging, activities, and customer interactions.

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    Characteristics of Tourism and

    Hospitality Operations
    Prepared by: Mr. Joseph Bautista Dimaano, CTP
    Perishability

     one of the most important characteristics


     consumed as they are produced

     rooms and cable car seats cannot be warehoused for futures sales
     When a hotel room is not booked tonight, you cannot take
    ‘tonight’ and sell it tomorrow
     Once the train left the station, unused capacity cannot be sold
    afterwards – provided that it was no time-traveling train

    EFCJ,MBA OLFU CHIM Antipolo


    Inconsistency

     always differ
     Even the same hotel room in the same week with the same
    weather can be perceived differently due to the mood of the chef
     always about the experience that the customer makes
     challenging to deal with the customer perception of the
    product (the perceived quality)
     affected by numerous uninfluenceable aspects such as weather,
    construction sites, other customers etc. Hence, the product is very
    inconsistent and cannot be standardized.

    EFCJ,MBA OLFU CHIM Antipolo


    Investment and immobility

     big capital lockup in the assets


     furniture, restaurants, TV-sets, laundry-service, pools,
    saunas etc. – invested capital that has to pay off
     investments are attached to one locality
     dependent on the attractiveness of the region, the
    country, its surroundings and so forth

    EFCJ,MBA OLFU CHIM Antipolo


    People-oriented

     builds entirely upon people


     interaction between the staff and the customer
    determines the perceived product quality
     results from personal interactions starting with the information
    and booking process over the stay up to the journey home

    EFCJ,MBA OLFU CHIM Antipolo


    Inseparability

     Most travel products are first sold and the produced and
    consumed at the same time
     can only be consumed at the supplier’s premise.
     Intangible
     all about the time spent and the experience made

    EFCJ,MBA OLFU CHIM Antipolo


    Inflexibility

     fairly inflexible in terms of fluctuation


     Hotels cannot change their capacities quickly enough
    to react on spontaneous fluctuations in demand

    EFCJ,MBA OLFU CHIM Antipolo


    Imitability

     easy to copy
     Originality, consistency, location etc. – but not by
    hoping that their services are not imitable is the
    key

    EFCJ,MBA OLFU CHIM Antipolo


    The Scope of Tourism and
    Hospitality Sectors
    ‘Hospitality’ industry also known as ‘Tourism &
    Hospitality’ industry:

     Restaurants & cafes


     Hotels
     Clubs
     Meetings & events – MICE
     Tours operators
     Tours guides.
    Characteristics of Tourism and
    Hospitality Operations
    Restaurants:

     Mainly provide food for on-premise consumption

     May sell liquor

     May be based on:

    • A national cuisine

    • A style or speed of service

    • A unique feature or activity.


    The Scope of Tourism and
    Hospitality Sectors
    Cafés:

     Serve meals & snacks

     May be licensed

     May provide entertainment

     Are more casual than restaurants

     May identify as ‘bar & café’.

    Slide 11
    The Scope of Tourism and
    Hospitality Sectors
    Hotels:

     Can vary significantly in quality, facilities &


    services

     May feature a ‘star rating’

     Prices related to quality, location & services

     Feature a range of different departments


    & job roles.

    Slide 12
    The Scope of Tourism and
    Hospitality Sectors
    Fast food outlets:

     May be franchised outlets or owner-operated

     Much food is pre-prepared & ‘held’ for service

     Some food is cooked-to-order

     Restaurants may offer food to takeaway as ‘fast


    food’

     Some offer eat-in facilities

     May offer home delivery.

    Slide 13
    The Scope of Tourism and
    Hospitality Sectors
    Canteens:

     Usually operate to serve workers

     Offer meals, snacks, confectionery

     May operate 24 hours a day

     Food may be subsidised by employer

     May be contracted out to an


    external caterer

     ‘Wet’ canteens have alcohol available.


    The Scope of Tourism and
    Hospitality Sectors
    Casinos:

     Feature numerous departments and job roles

     Are very similar to 5-star hotels

     Provide gaming-related employment

     Have a very strong emphasis on security.

    Slide 15
    The Scope of Tourism and
    Hospitality Sectors
    Convention centres:

     Offer a wide range of services & facilities

     Cater for large events

     Often employ staff on a casual basis

     Large events use different shifts for


    different stages of an event

     Hotels & clubs may contain their


    own convention centre.
    The Scope of Tourism and
    Hospitality Sectors
    Licensed clubs:

     Can be similar in structure, departments & jobs to


    large hotels

     Cater for members & their guests

     Guests must be ‘signed in’.


    The Scope of Tourism and
    Hospitality Sectors
    Nightclubs:
     Very popular
     Many job opportunities
     Work can be demanding on staff
     Requires long hours, late finishes
     May be integrated into a hotel or a
    stand alone venue
     Heavy emphasis on liquor &
    entertainment.
    The Scope of Tourism and
    Hospitality Sectors
    Resorts:

     Provide a wide range of products & services

     Often require staff to live on-site

     Can be a unique job opportunity but often ‘reality’


    is different to the dream

     Fraternizing with guests is not allowed

     Staff usually need to be multi-skilled


    & flexible.
    The Scope of Tourism and
    Hospitality Sectors
    The industry also comprises:

     Hospitals and nursing and retirement homes

     Accommodation providers

     Sporting facilities

     Large & small catering companies.


    The Scope of Tourism and
    Hospitality Sectors
     Executive apartments

     Defence forces

     Caravan parks

     Travel & transport options.


    The Scope of Tourism and
    Hospitality Sectors
    The structure of each business:

     Features the use of ‘departments’

     Will feature different staffing levels

     Provides for a variety of positions

     Reflects the operational needs of each


    venue

     Often described in an ‘organisation chart’.

    Slide 22
    The Scope of Tourism and
    Hospitality Sectors
    F & B department:

     Serving beverages in bars

     Serving food & beverage in restaurants

     Preparing & providing food items.

    Slide 23
    The Scope of Tourism and
    Hospitality Sectors
     Organising & servicing banquets, functions and
    conferences

     Providing room service

     Providing mini-bar service

     Calculating accounts & daily takings

     Purchasing & distributing stock

     Undertaking daily cellar tasks

     Making retail sales in bottle shop.

    Slide 24
    The Scope of Tourism and
    Hospitality Sectors
    Kitchen/Catering department:
     Ordering food
     Storing food
     Preparing food
     Cooking food
     Plating of food
     Safe food handling
     Cleaning.
    The Scope of Tourism and
    Hospitality Sectors
    Front Office/Reception:

     Taking & processing reservations

     Checking guests in and out

     Providing information to guests

     Processing guest correspondence

     Preparing accounts

     Performing auditing & cashiering functions.


    The Scope of Tourism and
    Hospitality Sectors
    Housekeeping:

     Cleaning rooms & facilities

     Performing laundry duties

     Performing linen room functions

     Monitoring rooms & facilities

     Portering.
    The Scope of Tourism and
    Hospitality Sectors
    Sales & Marketing department:

     Undertaking required media advertising for the


    venue

     Creating brochures & advertising materials

     Canvassing prospects

     Conducting sales promotion activities

     Organizing events & sponsorships

     Taking bookings.
    The Scope of Tourism and
    Hospitality Sectors
    Accounts & Finance department:

     Monitoring revenue & expenditure

     Paying accounts

     Administering payroll

     Preparing taxation & internal reports

     Forecasting budgets.
    The Scope of Tourism and
    Hospitality Sectors
    HR department:

     Identifying future staffing needs

     Recruiting staff

     Selecting staff

     Providing induction & orientation.


    The Scope of Tourism and
    Hospitality Sectors
    Gaming department:

     Providing services to gaming machines

     Monitoring patron behaviour

     Dealing

     Supervising

     Cashiering.
    The Scope of Tourism and
    Hospitality Sectors
    Entertainment department:

     Selling tickets

     Promoting events

     Organizing functions

     Auditioning

     General venue management.


    The Scope of Tourism and
    Hospitality Sectors
    Hospitality and tourism industries:

     Support each other

     Are not mutually exclusive

     Must work together & cooperate

     Are two sides of the same coin.


    The Scope of Tourism and
    Hospitality Sectors
    Tourism involves:

     Trips & tours

     Tour guides

     Travel

     Activities

     Visits.
    The Scope of Tourism and
    Hospitality Sectors
    Hospitality involves:

     Eating

     Drinking

     Accommodation

     Rest & relaxation.


    The Scope of Tourism and
    Hospitality Sectors
    MICE involves:

     Developing concepts and themes

     Arranging elements of events

     Planning events in consultation with client.


    The Scope of Tourism and
    Hospitality Sectors
     Promoting events

     Taking registrations & bookings

     Implementing the event

     Evaluating the event.


    The Scope of Tourism and
    Hospitality Sectors
    You need to develop tourism industry knowledge
    regarding:

     Tourist attractions

     Tour operators

     Tour guides.
    The Scope of Tourism and
    Hospitality Sectors
    Tourist attractions:

     Natural attractions

     Built attractions

     Blended

     Integrate with local hospitality venues

     Employ on-site staff.


    The Scope of Tourism and
    Hospitality Sectors
    Tour Operators:

     Liaise with other businesses to develop ‘packages’

     Develop a variety of tours

     Each tour can have different inclusions relevant to


    the tour group

     Buy accommodation from hotels


    at cheaper rates than private
    individuals.
    The Scope of Tourism and
    Hospitality Sectors
    Types of Tour Guides include:

     On-site/attraction guides

     Driver guides

     Specialised guides

     Business & industry guides.

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