HOSPITALITY INDUSTRY

Introduction
Hospitality is treating people like you would want to be treated when you are traveling. In
other words, it means making a tourist feel totally welcome not only as your guest but also as
the guest of the complete family of the Hotel. Hospitality is a genuine smiling face.
Introduction to Tourism, Hospitality; Hotel
Hospitality can be termed as a deliberate, planned and sustained effort to establish and
maintain mutual understanding between an organization and the public i.e., the business of
making and keeping friends, and promoting an atmosphere of better understanding. The
Oxford English Dictionary defines it as “the act or practice of being hospitable; the reception
and entertainment of guests, visitors or strangers”. The word hospitality is derived from the
Latin word “Hospitalitias”

Very frequently we hear phrases like “He is always hospitable to his visitors”, “We are
grateful to friends for their hospitality in putting us up while we were on holiday”, “She is so
inhospitable that she grudges giving us anything to eat or drink when we visit her”, etc. All
such statements are suggesting a positive or negative attitude of welcome towards visitors;
friends or strangers. Hospitality activity covers everything, providing attentive and courteous
services, facilities and amenities to a traveller, meeting and greeting him at the door,
providing efficient and caring service of food and beverage to him in his room i.e., providing
“A Home away from Home”, and making his visit a memorable and pleasant experience.
Reception, welcome and, the treatment of a guest or a stranger in the most friendly manner is
Hospitality. In most of the countries all over the world, a guest is received with a great
amount of courtesy and warmth and is provided with entertainment. The basic concept of
Hospitality is to make the guest feel that he has come amongst friends and that Guests Are
Always Welcome. Although the basic concept of hospitality has remained the same, yet with
the passage of time and development of technology and science, the needs and wants of
travellers have changed greatly thus providing numerous services and facilities in terms of
accommodation and other basic needs such as food and beverages. In olden days kings, lords,
maharajas, landlords, and sometimes the panchayats used to provide food and shelter to
travellers and their animals free of charge and it used to be a benevolent activity. But with the
passage of time, it has not only remained a benevolent activity but has also become a
flourishing business.

A part of hospitality activity is being attentive, alert, and cordial with the guest without
forcing yourself and your ideas on him, and at the same time being very polite and
cooperative. All those working in the hospitality industry have one common objective
‘Creating an image of friendly reception and treatment‘ for guests and visitors.

As front office personnel, the hotel staff, in order to provide hospitality, should make his
guests feel at home and use a pleasant tone of voice smilingly, and offer his assistance
wherever possible. Don’t ignore the guest, and don’t be abrupt no matter how busy you are,
anticipate his needs and wants and provide the same without him asking them-this should be
the motto.

As a hotelier, keep on checking the hospitality attitude of your organization. Make a checklist
and be sure that you and your staff are fulfilling each and every point of the checklist. The
checklist may include areas such as front desk and lobby, etc. Make sure that the front desk is
always kept clean, orderly, and well lighted. Even the stationery used should be so designed
that it does not create confusion and clearly indicates how it is to be filled in. and should be
inviting. The lobby should be kept clean and furniture kept at the proper place. The lighting
system should be soft and appealing. The welcome spirit that the guest is looking for should
be there. Floor covering, pictures, furnishing, etc. should be appealing, attractive, and
aesthetically designed.

Further, the checklist should include intangibles such as training of the staff and willingness
and positive attitude of the staff. The arriving guest is always greeted with a smile and proper
salutation to show interest in his trip and his well being. Hospitality means anticipating and
satisfying a guest’s needs.

Origins Of Hospitality Industry

Early travelers were either warriors or traders or people in search of knowledge and there
were no hotels. Warriors and conquerors pitched their tents for accommodation while traders
and persons traveling for knowledge placed a high value on hospitality and sometimes traded
their merchandise for lodging.
Inn keeping can be said to be the first commercial enterprise for hospitality and one of the
first services for which money was exchanged. Inns of the Biblical times offered only a cot or
a bench in the comer. Guests stayed in large communal rooms with no sanitation and privacy.
The rates were, of course, reasonable. The company was rough. Travellers shared the same
quarters with their horses and animals.
King James Version of the Bible mentions that Mary and Joseph were turned away by a
Bethlehem innkeeper because there was “no room at the inn”. According to Biblical scholars
the innkeeper may have meant that the room was unsuitable for a woman about to give birth
to a child. At that time, and probably for several centuries after that, men and women shared ‘
the same accommodation accompanied by their horses and livestock. The stable where Mary
and Joseph spent the night was probably almost as comfortable as an inn and at the same time
certainly more private than the inn itself.
In the 3rd century AD, the Roman Empire developed an extensive network of brick-paved
roads throughout Europe and Asia Minor, and a chain of roadside lodges was constructed
along the major thoroughfare from Spain to Turkey. Till the Industrial Revolution of the
1700s, no significant improvement was made in the inns and taverns and they were not very
suitable for aristocrats. To accommodate wealthy travelers, luxurious structures were
constructed with private rooms, individual sanitation, and comforts of a European castle.
These elegant new establishments adopted the French word for mansion-‘Hotel’. Their rates
were beyond the reach of an ordinary person.
In America, early inns were modeled after European taverns with sleeping quarters shared by
two or more guests.
Herman Melville in his novel Moby Dick has mentioned a seaman who checked into a room
of a nineteenth-century inn and the next morning woke up to find out that he was sharing the
bed with a cannibal. Sharing beds was a very common practice in early American and
European inns. Throughout the 1800s American innkeepers improved their services and
continued to build larger and more amply equipped properties and most of these properties
were located near seaport towns.
The tendency of Americans to travel more provided inspiration to lodging operators. The
nation’ s democratic spirit also led to the development of comfortable and sanitary lodging
within the reach of an ordinary person.
Hospitality Industry can be broadly defined as the collection of businesses providing
accommodation and/or food and beverages to people who are away from home.

HOTEL ORGANIZATION
Vision
A hotel's vision statement is a crucial component of its strategic direction. It's an aspirational
declaration outlining the hotel's desired future state and long-term goals. More than just
words, it serves as a powerful tool to guide decision-making, inspire employees, and
ultimately shape the guest experience.
A vision articulates the position that an organization would like to attain in the distant future.
The vision of an organization must possess the following characteristics:
 It is created by consensus.
 It forms a company’s future mental image.
 It forms the basis for formulating the mission statement.
 Mission
The mission statement describes the company’s business vision including the
unchanging values and purpose of the firm and forward-looking visionary goals that
guide the pursuit of future opportunities.

Mission Statement
It is an enduring statement of purpose that distinguishes one business from other
similar business of different firms. A mission statement reveals the long term vision
of an organization of what it wants to be and whom it wants to serve in the distant
future(A vision is a very long term imagined view of the organization as it might be in
the future). The mission statement describes an organization’s purpose, customers,
products or services, markets and the basic technology that is adopted by the
organization. A mission statement is evolved through various meetings amongst the
senior management team and after calling for suggestions from employees.

Elements of mission statements

1. It must be clearly articulated: – It should be easy to understand so that the values
and purpose of the organization are clear to everybody in the organization and will
be a guide to them.
2. It must be relevant: – should be appropriate to the organization in terms of its history,
culture, and shared values.
3. It must be current: – A mission statement may become obsolete after some time
because of change in the environmental factors and organizational factors. Some
companies have changed there mission statements several times. The factors which
call for change in the mission statement are changes in the market, growth,
diversification into new areas.
4. It must be written in a positive tone: – It must be capable of inspiring and
encouraging commitment towards fulfilling the mission.
5. It must be unique: – It should establish the individuality if not the uniqueness of the
company and its products of services.
6. It must be enduring: – It should continually guide and inspire and be challenging in
the pursuit of its mission.
7. Adapted to the target audience: – The mission statement must be directed towards
the consumers, general public, share holders, employees.
 Importance of mission statement
1. It provides a road to development and drive for growth.
2. It provides a clear sense of purpose , direction, and desired future state and when
this image is widely shared individuals are able o find their own roles both in the
organization and in the society.
3. Mission statement empowers individuals and confers status on employees because
they see themselves as a apart of a worth while enterprise.
4. It results in a clear definition of the business of a company.
5. Mission statement helps in modifying, extending and developing the existing ongoing
business.
6. A mission statement makes everybody imbibe the spirit and inspires employees.

Objectives
Objectives are the ends that states specifically how the goals shall be achieved.
They are concrete and specific in contrast top goals, which are generalized. In this
manner, objectives make the goals operational. While goals may be qualitative,
objectives tend to be mainly quantitative in specification. Thus objectives are
measurable and comparable.

Objectives play an important role in the strategic management as given below:

[Link] define the organization’s relationship with its environment.
2. Objectives help an organization to pursue its vision and mission.
3. Objectives provide the basis for strategic decision making.
4. Objectives provide the standards for performance appraisal.

Organizational goals and strategies

 Customer Satisfaction: Providing exceptional service and creating memorable guest
experiences is the primary goal. This includes personalized communication, efficient
service delivery, and addressing guest needs and concerns promptly.

 Operational Efficiency: Optimizing hotel operations to ensure smooth workflows,

effective resource allocation, and cost reduction is crucial for profitability. This
involves managing resources, including human resources, inventory, and equipment
effectively.

 Financial Performance: Maximizing revenue, managing expenses, and ensuring

profitability are fundamental to a hotel's long-term viability. This involves
understanding costs, honing supply and demand forecasts, and developing plans to
meet new demands and opportunities.
 Employee Satisfaction and Retention: Creating a positive work environment,
investing in staff training and development, and offering competitive compensation
and benefits are essential for attracting and retaining skilled workers.

 Brand Image and Reputation: Building and maintaining a strong brand image and
reputation through consistent service quality, effective marketing, and positive
customer feedback are crucial for attracting new customers and retaining existing
ones.

 Safety and Security: Ensuring the safety and security of guests and employees
through effective security measures and adherence to safety regulations is
paramount.

Evolving focuses
 Innovation and Adaptation: Staying competitive in a dynamic industry requires
continuous adaptation to changing customer needs, technological advancements,
and market trends.

 Environmental Sustainability: Implementing eco-friendly practices and adopting

sustainable operations align with growing customer expectations and can also lead
to reduced costs.

 Community Engagement: Participating in community activities, supporting local

charities, and forming partnerships with local businesses can enhance the hotel's
image and contribute to the local economy.

 Strategic Partnerships: Collaborating with other businesses like travel agencies and
event organizers can help expand the customer base and generate additional
revenue.

These goals are often interconnected and require a holistic approach to hotel

Organization strategy
Organizational strategy is a dynamic long-term plan that maps the route towards the
realization of a company’s goals and vision.

Strategic Planning Process

In today’s highly competitive business environment, budget-oriented planning or
forecast-based planning methods are insufficient for a large corporation to survive
and prosper. The firm must engage in strategic planning that clearly defines
objectives and assesses both the internal and external situation to formulate
strategy, implement the strategy, evaluate the progress, and make adjustments as
necessary to stay on track.
 Hospitality: Classification & Categorization of
Hotels
CLASSIFICATION ON THE BASIS OF-
1. Classification on the basis of location
2. Classification on the basis of size
3. Classification on the basis of Ownership
4. Classification on the basis of meal plan or pricing plan
5. Classification on the basis of type of clientele
6. Classification on the basis of duration of guest stay
7. Classification on the basis of level of services.
[Link] ON THE BASIS OF LOCATION
 Motel: These are small hotels which are usually located on the national highways. They are
meant for the people who are usually traveling by their cars. Here the facilities are very
limited as the guest stay is for a short duration.
 Airport Hotels: These are the hotels which are located near the Airport. These hotels are
also called Transit hotels. These types of hotels cater to the transit people that are meant for
short-stay. An example of these hotels is Novotel New Delhi Aerocity.
 Downtown Hotels: These are the hotels that are located in the heart of the city. They are
also called as City Centre Hotels.
 Boatels: These are the hotel accommodations that are located on the water especially the
houseboats such as Shikara in Kashmir.
 Floating Hotels: These are the hotels with floats on the water especially the cruise ships or
large lakes, or rivers.
 Resorts: These are the hotels which are located in hilly areas of beaches or Islands.
 Rotels: These are the hotels that run on wheels such as Deccan Odyssey train, Palaces on
wheels.
 Suburb Hotels: These are the hotels that are located outside the city or in remote areas.
Budget guests use them.
 Self-Catering Hotels – These are the type of accommodations where the guest and owner
share the same premise.

[Link] ON THE BASIS OF SIZE

 SMALL SIZED HOTEL: less then 100 rooms
 MEDIUM SIZED HOTEL: between 100 to 299 rooms
 LARGE SIZED HOTEL: between 300 to 599 rooms
 VERY LARGE HOTEL: between 600 to 999 rooms
 MEGA: more than 1000 rooms
3. CLASSIFICATION ON THE BASIS OF OWNERSHIP

PROPRIETARY OWNERSHIP / INDEPENDENT HOTEL: owners’ hotel

Proprietary ownership is the direct ownership of one or more properties by a person or
company. Small lodging properties are owned by family and large properties are owned by
major international hotel companies. No affiliations or contract with other property, No tie up
with other hotels. Owner has independent control Profit goes to the owner. Quickly respond
to market changes. Work with limited finances

MANAGEMENT CONTRACTED HOTELS: management by others

Properties owned by individuals or partners, operated by external professional organization
for management fee.
Adv. – international recognition, operating systems, training program, marketing,
international expertise, profitable operations, advertisement, reservation system, staff.

CHAIN HOTEL: a group of hotels that are owned or managed by one company is called
chain hotel.
Advantage: Large central organization providing central reservation system, management
aids, financial strength, expertise, manpower, specialties, promotions

FRANCHISE HOTELS/ AFFILIATED:

It is the authorization given by a company to another company or individual to sell its unique
products and services and use its trademark according to the guidelines given by the former,
for a specified time and at a specified place.
Franchise owner (franchisor) grant another hotel (franchise) the right use its methods &
system, technical services, marketing trademark, signs etc. for fees.
Advantage:
Opening assistance- architectural, interior designs
Systems and procedure
Staff training
Financial assistance
Advertising and global marketing
Central reservation
Central purchase
REFERRAL CHAIN:
A referral chain is made up of independently owned and operated hotel and provides shared
advertisement, joint reservation system and standardized quality. Virtually there is no shared
management or financial functions

TIME SHARE / VACATION OWNERSHIP/ HOLIDAY OWNERSHIP:

Each room is owned by several people for different time period. Each owner gets a stay of
specific period for a number of years.
One time purchase is made by paying purchase price & payment of a yearly maintenance fee.
Generally located at dream sites like beaches, hill, waterfall etc.
Adv.- long term accommodation, comfort homes, economical, good location, international
exchange possible.

CONDOMINIUM:
Joint ownership of a complex.
Type of accommodation where owner of a room or an apartment in a complex, of several
such accommodations, furnishes it and informs the management of the times when he will be
using it. He permits to rent out the apartments at other times and the rent goes to the owner.
The owner pays the monthly maintenance fee.

[Link] ON THE BASIS OF MEAL PLAN OR

PRICING PLAN

European Plan(EP) means that only the stay is included in the rates and that you will have
to pay extra for using the hotel’s dining facilities. This can be called the “Room Only” Plan,
in general terms. European Plan: Room Rent only
Continental Plan,(CP) is where your room stay involves a daily breakfast at the hotel. The h
otel can either affix its option of breakfast menu or provide in the dining area for a buffet brea
kfast. Also, whether the room service provides the breakfast or in a general dining area, depe
nds from hotel to hotel. Continental Plan: Room Rent+ Buffet Breakfast only
Modified American Plan(MAP), is also known as Half Board or Half Pension meal plan. It
is a modified version of the American Plan and includes a room stay with breakfast and a
choice between lunch and dinner. Modified American Plan: Room Rent+ Buffet Breakfast+
(Buffet Lunch/Buffet Dinner)
 American Plan(AP) is also known as Full Pension or Full Board meal Plan. It includes all
three major meals, breakfast, lunch, and dinner for the length of your stay. Generally, the
rates on this plan are higher but offer a good value for your money, and of course, added
convenience American Meal Plan: Room Rent+ Buffet Breakfast+ Buffet Lunch+ Buffet
Dinner
Bermuda Plan(B.P) It is a type of meal plan that includes a room and American
breakfast. Essentially, it's a room rate that includes a full American-style breakfast, unlike
the Continental Plan which includes a lighter breakfast.

[Link] ON THE BASIS OF CLIENTE

[Link] OR COMMERCIAL HOTEL: cater to the business traveller, generally situated in
the city Centre.
[Link] HOTEL: cater to the needs of people who are on the move and need a
stopover en route their journey, situated in close proximity of ports of entry.
3. RESIDENTIAL HOTEL: cater to the guest who stays for a long duration.
4. CASINO HOTEL: casino hotel provide gambling facilities.
5. CONFERENCE HOTEL: hotel cater and organize conference
6. CONVENTION HOTEL: who organize convention and cater to the guest who comes to
attend the convention.
[Link]: hotel which has health club and spa, and caters to the people who came to
these spas for treatment.

[Link] ON THE BASIS OF DURATION OF GUEST

STAY:
COMMERCIAL HOTEL: duration of stay is short, usually 1-7 days
 TRANSIENT HOTEL: duration of stay from few hours to 1 day
 SEMI RESIDENTIAL HOTEL: duration of stay range from few weeks to some months
 RESIDENTIAL / APARTMENT HOTEL: duration of stay range from months to few years
 EXTENDED STAY HOTEL: duration of stay few days to weeks.

[Link] ON THE BASIS OF LEVEL OF SERVICE

World-class service: These are also called luxury / Five Start hotels,
they target top business executives, entertainment celebrities, high-
ranking political figures, and wealthy clientele as their primary markets.
They provide upscale restaurants and lounges, Valet, concierge services
and also private dining facilities.
Mid-Range Service: Hotels offering mid-range or otherwise 3 to 4-
star hotels service appeal to the largest segment of the travelling public.
This kind of hotels does not provide elaborate service and have adequate
staffing. They also provide uniformed service, food and beverage room
service, in-room entertainment’s and also Wi-Fi etc.

Budget / Limited Service: These hotels provide clean, comfortable,

safe, inexpensive rooms and meet the basic need of guests. Budget
hotels appeal primarily to budget-minded travellers who want a room with
minimum services and amenities required for a comfortable stay, without
unnecessary paying additional cost for costly services.

Hospitality ethics and standards

The global hospitality industry lacks a unified code of conduct governing the actions of
hospitality professionals and modulating corporate policy and processes. Given the diversity
and multiculturalism of practitioners, and the fact that stakeholders are often faced with
ethical dilemmas, there is a dire need for a global code of ethics. In response to the need, the
researcher has created the Hospitality Code of Ethics (HCODE) to guide hospitality
companies and practitioners worldwide.

The HCODE is founded on the following conceptual frames:

• Ethical Standards
• Ethical Responsibilities
• Fair Treatment
• Commitment to Equality
• Commitment to Diversity
• Cultural Sensitivity
• Fair Pay Standards
• Equal Opportunity Standards
• Avoidance of Human Trafficking
• Avoidance of Sexual Harassment

The HCODE outlines core values, ethical principles, and ethical responsibilities for the global
hospitality industry with a view to promoting ethical decision making, guiding ethical
behavior, and establishing standards of ethical conduct.
The HCODE will apply when companies and individuals working in the hospitality industry
interact professionally with other companies and individuals working in or outside the
hospitality industry.

The HCODE describes the ethical obligations of entities and individuals working as owners,
employers, employees, teachers, trainers, students, vendors, and sponsors. The HCODE will
provide clarity to stakeholders who agree to be bound by the code and who take the
Hospitality Pledge of Ethics.

The HCODE will provide situational awareness on ethical HOSPITALITY CODE OF

ETHICS Created by International Hospitality Institute Recommended for adoption by the
global hospitality industry. No permission needed to reproduce. The global hospitality
industry lacks a unified code of conduct governing the actions of hospitality professionals
and modulating corporate policy and processes. Given the diversity and multiculturalism of
practitioners, and the fact that stakeholders are often faced with ethical dilemmas, there is a
dire need for a global code of ethics. In response to the need, the researcher has created the
Hospitality Code of Ethics (HCODE) to guide hospitality companies and practitioners
worldwide.

The HCODE prescribes the following as 10 core values required of hospitality

practitioners:
• Respect—show respect toward all individuals.
• Humility—show humility in all interactions.
• Kindness—show kindness toward all individuals.
• Honesty—be honest in all interactions.
• Community—focus on supporting and improving the local community.
• Integrity—show integrity in professional and personal interactions.
• Perseverance—demonstrate persistence even in the most challenging situations.
• Optimism—maintain a positive outlook and a sense of hopefulness.
• Innovation—practice creative thinking and be receptive to new ideas and technologies
.Hard work.

The following four sections of the HCODE outline the specific responsibilities of
The following ethical standards should be applied to the professional activities of hospitality
professionals:

Section I: Responsibility to My Customers as a Hospitality Professional

• Be kind to your customers at all times.
 • Be patient with your customers; work to resolve problems and challenges promptly, to
the utmost satisfaction of the customer.
• Protect any personal information of the customer that you encounter or use during the
course of your work.
• Maintain confidentiality of the customer’s name, address, location, personal or
professional information, unless required by law to do otherwise.
• Understand and comply with all applicable laws relating to handling of personal data and
communications.
• Respect the privacy of the customer at all times before, during, and after the encounter
or visit.
• Display humility and compassion in all interactions with the customer.
• Demonstrate open, truthful, and constructive communication in all interactions with the
customer.
• Demonstrate active listening skills when interacting with customer.
• Ensure and promote the safety, security and wellbeing of the customer at all times during
their visit to your establishment.
• Solicit feedback about your performance from the customer

Section II: Responsibility to my Employers as a Hospitality Professional

• Be honest and truthful in all interactions with the employer.
• Maintain confidentiality of employer’s proprietary information; do not share or distribute
with others, unless expressly permitted to do so.
• Practice open and clear communication.
• Promptly notify employer of situations that are unethical or pose ethical concern.
• Notify employer of any wrongdoing that you have observed.
• Notify employer of any threats to the company, or threats to employees of the company.
• Protect the employer’s financial and professional interests.
• Avoid situations involving conflicts of interest.
• Avoid criminal or unethical actions.
• Abide by the company’s handbook.
• Work hard.
• Pursue professional training and/or developmental opportunities to expand your
knowledge base

Personality Traits : Front Office Organisation

The most common answer to the question “Why did you decide to become a receptionist?” is,
because you wanted to meet people.
Now, to be successful in any human relationship you must reflect these characteristics: –
 A warm personality, and smart appearances.
 A keen interest in people, and polite and courteous nature
 Poise under pressure, keeping his cool and problem solver.
 A desire to be helpful, but also diplomatic and tactful.
 The ability to listen, hard-working, and punctual.
 A willingness to reflect management policy should be able to make quick decisions, The
ability to get along with co-workers, and a pleasant approach and a good motivator and
coordinator.
 A desire to be liked, with good public relation qualities.
 The ability to help another employee without resenting it or showing imitation. You should
be confident, analytical, intelligent and a good salesman.
 Neat personal habits.
 Good memory (should be able to remember names of regular guests)
 Knowledge of languages.
 Numerical ability.
 Reference point.
 Image Builder.
Standing behind the front desk and meeting any of the dozens of problems that arise in a
hotel requires a reserve of energy.
Keep your reserve built up by common-sense rules of living:
 Get plenty of sleep.
 Don’t drink. If you must, be moderate.
 Don’t smoke, at least not on the job.
 Be positive.

As a Front Office Personnel, you will be the first person who meets the guest in a hotel. The
first impression forms a lasting impression. So make sure that the guest gets a positive
impression from the moment he walks in.

Some points to remember :

 Avoid all controversial questions. You can afford to win arguments, but not in the hotel
business.
 Be oblivious to guests’ mistakes. Say “I’m sorry, I didn’t make it clear”. Don’t say. “You are
wrong” or “You misunderstood me”. Instead say, “Sorry sir, I could not make myself clear.”
 Do not criticize competing hotels. This never helps anyone, including yourself.
 Cancel all “Yeahs”, “Okays” and “Noes” from your vocabulary, i.e. don’t use slangs.
 Speak positively. Every negative reply can be rephrased: “One moment. muse” is a great
improvement over “Wait a minute”.
 Refer to men guests as gentlemen, females as ladies.
 Immediate attention to the traveler is a form of respect to which he is entitled.