Introduction to Hospitality Management – Module 1
1. The Depth and Breadth of the Hospitality Industry
a. Explore the Industry (1.1.1 to 1.05). As you watch the video, complete the text below.
The hospitality industry is bigger, richer, and more complex than it's ever been. Globally, hospitality
employs millions. In the US, over 1) _________ million people are employed in the travel and tourism
industry. And around the world, over 2) __________ million people are employed in the travel and
tourism industry, and the 3) __________ for hospitality services is growing at an unprecedented rate.
Now more than ever, this industry offers 4) __________ to leverage new technologies, evolve guest
services and offerings, and enter emerging 5) ___________. And competition for both guests and
talented employees continues to heat up. Success in the 6) ____________ of hospitality requires
a solid background in business management and a 7) ___________ understanding of service and
capital intensive enterprises. Careers include 8) ________________ roles in entertainment, music,
culture, and special 9) _______________, corporate roles that focus on international business
planning, 10) ________________ development, financial investments, marketing, and human
resources, entrepreneurial 11) ___________ in technology, training, and more.
b) What is the Hospitality Industry? (1.1.2 to 03.12). Complete the notes on what each speaker says.
Jan deRoos
Cathy Enz

Very _______________ intensive industry

In addition to the physical component, __________ is also very important

Service component helps us understand the _________ and _________ of
opportunity in hospitality

There is a _____________of ways people can have careers in the hospitality
industry
Bill Carroll

Scope of the hospitality industry involves a whole set of _____________

Vertical layers include ________ at the top, intermediaries in the middle and
_________ at the bottom
Bruce Tracey

Serving others is an ____________ and ____________ aspect of the industry

To meet the needs of the consumers requires a set of ____________ and
difficult processes to execute in a ___________ and seemless fashion.
Introduction to Hospitality Management – Module 1
c) Hospitality is Global (1.1.4). Listen to these hospitality industry experts and make notes about
their views on their careeers and hospitality operations.
LOCATION?
CHARACTERISTICS? FEATURES?
Sandeep Bhalla
Ann Safari
Luc Delafosse
Imran Changezi
Regan Taikitsadaporn
Alan Momeyer
2. Game Changers (1.2 to 04.03)
a. Opportunities in the Hospitality Industry (1.2.1). Listen to the experts discuss opportunties in
the hotel industry. As you listen, decide if the following are true or false.
i. Cathy thinks you cannot have a fast career in hospitality.
ii. Bruce believes everyone is aware of the opportunities.
iii. Bill talks about the opportuntites created by investors and governments.
iv. Cathy says that in the past hospitality was not considered an economic priority.
v. Bruce thinks there is not enough hospitality training provided.
vi. Jan believes that investors need a lot of money to start a business in hospitality.
b. Trends and Innovations (1.2.2 to 03.30). Listen to the experts discuss trends in the hotel
industry. As you listen for GIST (not details), decide what each speaker talks about.
i. Bruce sees firms hiring people………:
1. for jobs today.
2. for jobs in the future.
ii. Cathy thinks hospitality companies are trying to offer……..:
1. specialized services at lower costs.
2. standard services at standard costs.
iii. Bill talks about ………:
1. the pace of innovations.
2. the numer of innovations.
iv. Jan sees the biggest innovations in……:
1. services in hotels and brands in the USA.
2. self service for guests and ‘soft’ brands overseas.