PTR 1013
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PTR 1013
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CHAPTER 1:
OVERVIEW OF HOSPITALITY
INDUSTRY
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CONTENT
1.1 THE SCOPE OF THE HOSPITALITY
INDUSTRY
1.2 THE CHARACTERISTICS OF THE HOSPITALITY INDUSTRY
1.3 CORPORATE PHILOSOPHY
1.4 CAREER DIRECTIONS IN THE
HOSPITALITY INDUSTRY
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1.1 THE SCOPE OF THE HOSPITALITY INDUSTRY
Hospitality industry is the oldest industry in the world.
• People needs rest, accommodation and food when the
journey.
• Local community started open the house, stall andkitchen to fatigue wanderers and traders.
• So, it was start and sparked services industry whichknown as HOSPITALITY INDUSTRY.
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Hospitality
-derived from “hospice”; house of rest”
-Hospitality refers to
-Example of hospitality industry:
Hotels Restaurant
Travel agent
business which related to accommodation,
tourism, entertainment & recreation, transport,
flight service, luxurious ship, train, vehicle rent &visit operator / 'tour operator'.
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-practice service-display good attitude and friendly to guest to makesatisfy and guest taste.
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1.2 THE CHARACTERISTICS OF THE
HOSPITALITY
CHARACTERISTIC
Guest satisfaction
Intangible
Inseparability
Perishibility
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GUEST SATISFACTION
agent always try to give the guest
satisfaction, which leads to guestloyalty and profit.
Eg: Hilton hotel
INTANGIBLE
The product is for the guest’s use
only, not for possession.
Eg: He can’t enter the roombefore make the payment.
INSEPARABILITY
Its refer to production and
consumption.
All accommodation already
provided but yet still request extrafacility.
Eg: extra pillows, mattress
PERISHABILITY
The product cannot save for
tomorrow if not finish to sold to
the customer.
Eg: 1400 rooms1200 = sold
200 = unsold (loss)
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1.3 CORPORATE PHILOSOPHY
Current philosophy has changed from:
- managers' planning
-organizing
-implementing and measuring to managers'counseling associates
- giving the resources
-helping how to give good services in the industry.
The changes happen due to increase in productivity Eg: Genting Highlands Management
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1.4 CAREER DIRECTIONS IN HOSPITALITY
INDUSTRY
Tourism
Business In Travel Agency
Accredited Tourist Guide
Event Manager
Booking And Ticketing Officer
Recreation Officer
Front Office Employee
Tourism Teacher / Lecturer
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Hotel &
Catering
Chef
Hotel Manager
Restaurant Manager Food and Beverage Manager
Front Office Supervisor
Housekeeping
Hotel and Catering Teacher /Lecturer
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THE
END!!!