CHARACTERISTICS OF HOSPITALITY INDUSTRY

•          Open 365 days a year and 24 hours a day, longer working hours and work includes weekends and holidays

•          Depends heavily on shift work

•          Strives for guest satisfaction, yet services are intangible (for use not possession, cannot be test driven), production and consumption takes place at the same time with the guest present

•          Perishability of the product

•          Still relatively labor intensive

The Nature of hotel work

  Wages and Salaries: - The hospitality industry is labour intensive and many of the jobs require low levels of skill and education. 

  Work Environment:-Environment can be quite good compared with other industries.  First class and luxury hotels are often considered fine places to work, while conditions can be viewed as less satisfactory in some older, poorly maintained hotels.

 Hours and Days of Work:-Because the industry caters to travelers, who may seek hospitality services at any hour of the day or night, a vast number of hospitality operations are open when other businesses are closed.  Except for some lodge properties, hotels are open and staffed twenty-four hours a day, seven days a week, including holidays.

  Travel Opportunities: - One of the attractions in this industry is the potential it offers for travel.  A number of chain organizations in the segment customarily transfer employees from one property to another every few years.

  Opportunities for Advancement:-In hospitality, there is a long tradition of mobility.  Employees at all levels have always found it possible to change jobs readily, and many have done so with great regularity.

  People Oriented Profession:-Because the hospitality industry serves the needs of the traveling public, the majority of people working in this industry are in constant contact with guest and customers.  Social skills and ability to communicate effectively with others are important assets for people in this industry.

TRENDS IN HOSPITALITY AND TOURISM

•   Globalization: the world is becoming a global village, there if free movement worldwide
•   Safety and security : travelers are exposed to a lot of risks while traveling and are very conscious of security of wherever the go
•   Diversity: diversity in terms of employees and also in terms of guests
•   Service: service is at the top of guest’s expectations. Training is crucial to enhance service delivery
•   Technology: technology is a driving force of change improving efficiency and integration of guest service. Integration presents serious challenges.
•  Legal issues: guests are more aware of their rights. Government regulations and complexities of employee relations must be taken care of.
•   Changing demographics: more and more people are joining the traveling groups with more disposable income and better propensity to take holidays.
•   Price-value: price and value are important to today’s discerning guests
•   Sanitation: sanitation is critical to the success of any foodservice operation. Guests expect to eat healthy foods that have been prepared in a sanitary environment.

Hospitality Industry Philosophy

  Evolved from traditional management roles to that of associates, giving resources and support

  Participative management resulting in empowerment

  Corporate philosophies are moving away from production to guest service. People are going out of their way to satisfy guests, embracing innovation and creativity over status-quo attitudes

  Service philosophy is a way of life.

                Marriot Hotels for example say they exist  “to serve the associates, the customers, and the community” (“Take care of Marriot People and they will take care of Marriot guests”

                They believe in a commitment to continuous improvement and overcoming adversity, and good old-fashioned dedication to hard work and having fun while doing it. 

To succeed in service:

1. Focus on the guest
2. Understand the role of the guest-contact employee
3. Weave service culture into education and training systems
4. Emphasize high-touch instead of just high-tech
5. Thrive on change.

Hospitality- Providing All