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CHAPTER 1:
OVERVIEW OF HOSPITALITY INDUSTRY
CONTENT
1.1 THE SCOPE OF THE HOSPITALITY INDUSTRY 1.2 THE CHARACTERISTICS OF THE HOSPITALITY INDUSTRY 1.3 CORPORATE PHILOSOPHY 1.4 CAREER DIRECTIONS IN THE HOSPITALITY INDUSTRY
Hospitality industry is the oldest industry in the world. People needs rest, accommodation and food when the journey. Local community started open the house, stall and kitchen to fatigue wanderers and traders. So, it was start and sparked services industry which known as HOSPITALITY INDUSTRY.
-practice service -display good attitude and friendly to guest to make satisfy and guest taste.
Intangible
CHARACTERISTIC
Inseparability
Perishibility
GUEST SATISFACTION
agent always try to give the guest satisfaction, which leads to guest loyalty and profit. Eg: Hilton hotel
INTANGIBLE
The product is for the guests use only, not for possession.
INSEPARABILITY Its refer to production and consumption. All accommodation already provided but yet still request extra facility. Eg: extra pillows, mattress
PERISHABILITY The product cannot save for tomorrow if not finish to sold to the customer. Eg: 1400 rooms 1200 = sold 200 = unsold (loss)
Current philosophy has changed from: - managers' planning -organizing -implementing and measuring to managers' counseling associates - giving the resources -helping how to give good services in the industry. The changes happen due to increase in productivity Eg: Genting Highlands Management
Business In Travel Agency Accredited Tourist Guide Event Manager Booking And Ticketing Officer Recreation Officer Front Office Employee Tourism Teacher / Lecturer
& Catering
Chef Hotel Manager Restaurant Manager Food and Beverage Manager Front Office Supervisor Housekeeping Hotel and Catering Teacher / Lecturer
Hotel
THE END!!!