THE HOSPITALITY AND TOURISM
BUSINESS
Chapter 1 – Defining Hospitality and
Tourism
Segments of Hospitality & Tourism
Lodging
Food Service
Travel
Tourism
Sports & Entertainment Events
Hospitality Industry
Group of businesses composed of
establishments related to lodging and foodservice management.
These businesses include: hotels, motels, inns,
bed-and-breakfasts, small unique inns that
offer a full breakfast with a night’s stay,
casinos, restaurants, catering companies,
hospitals, schools and many other facilities.
Tourism Industry
A group of businesses that
encompass travel/transportation
vendors for air, rail, auto, cruise and
motor coach travel, and promote
travel and vacations.
Service
Intangible thing that is a task
performed for customers by a
business.
Variables
• Factors that can cause something to change or
vary. Variables always need to be considered
when dealing with the service side of
marketing.
Perishability
The probability of a produce ceasing to exist
or becoming unusable within a limited
amount of time.
Ex. Hotel rooms
Meals
Intangibility
Things that cannot be touched.
Ex. Memories and Experiences.
Changeability
A condition of being subject to change or
alteration.
Service training for front-line personnel is
essential to eliminate changeability in guest
service
Good or bad service determines whether
customers return to any hotel or restaurant.
????Would you complain if the service was
unsatisfactory in a restaurant—or you simply
not return?
????Why?
HOSPITALITY & TOURISM
PAST AND PRESENT
Signs of Hospitality
The image of the pineapple is another sign of hospitality. It has a rich
and romantic heritage as a symbol of welcome, friendship, and
hospitality. Early explorers brought pineapples back from their
expeditions to the West Indies. Grown and cultivated in Europe
during the 17th century, the pineapple became the favorite fruit of
royalty. A colonial sea captain, returning from travels, would display a
pineapple sign at his door to give notice to friends that he had
returned and was welcoming guests. Today the pineapple is the
international symbol of hospitality.
Restaurant
Comes from the Latin word
restaurare, which means to restore.
The concept of a formal restaurant
began in Europe in the Late 1700’s.
Hospitality in the 1800’s
Civilized sleeping accommodations
were just beginning in the 1800’s.
Pioneers such as Cesar Ritz and
Conrad Hilton rushed to create the
luxury accommodations that are
associated with their names today.
REVENUE AND EXPENSES
Monthly revenue and expenses for
Timber Lodge include cash sales at
$9,540, charge sales at $12,450,
other income at $300; salaries at
$9,840, advertising at $1,500,
equipment rental fees at $1,800, and
supplies at $400. What is the
monthly net income for the lodge?
Diversity
Ethnic variety as well as
socioeconomic and gender variety in
a group or society.
ecotourism
A branch of tourism encompassing
adventure tourism and sustainable
development of regions for future
generations.
Market segments
Groups of consumers, categorized by
specific characteristics to create a
target market.
TECHNOLOGY IN TRAVEL AND
TOURISM
Web Sites
Internet Access
Information Management
Guest Services
Airplanes—computerized security
systems
Cruise Ships—keyless entry; computer
memory banks; photo IDs
INTERNET ACTIVITY
Access the Web site of the Mount Vernon Hotel Museum and
answer the following questions:
In what state is the Mount Vernon Hotel Museum?
Who built the hotel and why did the builder(s) name it Mount
Vernon?
What time period does the hotel museum represent?
Why would someone want to visit a historic hotel?