The Hospitality
Industry and You
Chapter One
What is Hospitality?

“The reception and entertainment of
guests, visitors, or strangers with liberality
and good will”.
 Oxford English Dictionary
I bet many of you are wondering…
What Does “Liberality and Good
Will mean”?
Liberality: means generosity or broad-mindedness
Good Will: means willingness to help others
Three Main Objectives of the
Hospitality Manager
As a successful manager in the hospitality industry, you must exhibit many
skills and command much specialized knowledge all directed toward
achieving the managerial objectives listed below:
 Make
the guest feel welcomed
 Make sure things (products & services) work
for the guest
 Make sure the operation continues to provide
service and make a profit
Lets explore each objective individually...
Make The Guests Feel
Welcome!
This requires both a friendly manner
on your part toward the guest and an
atmosphere of “liberality and good will”
among the people who work with you in
serving the guest. That often translates to
an organization in which workers get along
well with one another.
(Chapter 1 Page 6)
Make Things Work For The
Guests
Everything needs to be clean and in
working order before the guests step foot
on the establishment. A hospitality system
requires a lot of work and the manager
must see that it is done properly and
maintained at all times.
(Chapter 1 page 6)
Make sure the operation
continues to provide service and
make a profit.
As a manager, the key to achieving this objective
lies in achieving a controlled profitable operation.
A good term to describe this management concern is
“conformance to budget.”
(Chapter 1 Page 6)
Brief Summary of Management’s Role in
the Hospitality Industry

There were three main objectives of a
hospitality manager:
 Make
the Guests Feel Welcome
 Make Sure Things Work for the Guests
 Make sure the operation continues to provide
service and make a profit.
Simply stated, these objectives suggest that managers must be able to
relate successfully to employees and guests, direct the work of their
operation, and achieve operating goals within a budget - that is, to run
a productive operation within certain constraints. (Chapter 1Page 6)
Why Study in a Hospitality
Management Program?
As Peter Drucker, a noted management consultant, pointed out,
“Today the center of our society’s productivity is the knowledge
worker, the man or woman who applies to productive work ideas,
concepts, and information. In other words, knowledge is crucial to
SUCCESS, and studying is a necessary part of your overall
preparation for a career as a supervisor or manager.
We spend at least half our waking hours at work. Work lies at the
heart of a person’s life and can lead directly to self-discovery!
So Why Do People Work?
(Chapter 1 Page 7)
Why People Choose to Study
Hospitality Management

They have experience in the industry and want
to continue growing and changing with the
industry.

They are interested in the hospitality industry.

They have ambition and know that they can
grow as a professional in the industry.
Why Do People Work?
Work is an activity that produces something
of value for other people
To make a living
 To get a sense of who they are and to bind
themselves to the community
 To enhance self-esteem
 To feel self-fulfillment
 To contribute to others

Factors to Consider When
Evaluating a Job Offer
Income
 Professional status
 The employer: company’s commitment to
training, opportunities for advancement,
and quality of the company’s operations
 Potential job satisfaction
 Skilled jobs

Trends Affecting the Future of
the Hospitality Industry
Increasing competition
 Emphasis on service
 Customers’ growing value consciousness
 Changes in marketing and management
made possible by technology

Trends Affecting the Future of
the Hospitality Industry
Increased responsibility for employees and
managers through employment
 Greater diversity of the workforce
 Customers’ concerns with security
 Consumers’ and governments’ concern
with sanitation
 Globalization
