MODULE 1

I. Overview and History of HOSPITALITY INDUSTRY

II. CONTENT SUMMARY

This module covers the overview of hospitality industry and its setting and
nature. The origins of the industry and the evolution of the industry up to present. Hospitality
has since evolved into highly competitive industry. And the idea of trade and commerce has
began to boom wherein the industry cycled and the origins has become more sizeable in terms
of growth. It also covers the independent entities that impart and gain new advantages through
hospitality concepts and its existence.

III. LEARNING OUTCOMES

At the end of this module the students should be able to:
1. Understand the foundation and history of the hospitality industry
2. Identify and describe the characteristics of various historical periods
3. Identify the multiple factors influencing the hospitality industry
4. Chronicle the developments in the hospitality industry (from early beginnings to
present)
IV. LECTURE NOTES

ORIGINS
Caring for travelers has been a fundamental element of civilized societies since long
before the birth of the hospitality company or the Holiday Inn Express. In ancient Greece, guest
rights were one of the few established sets of
conventions that were universally accepted
amongst diverse cultures within the Greek
World. Ever since, hospitality has become more
than an isolated cultural establishment – but a
worldwide occurrence reflective of basic
humanity.
In the Dark Ages travelers has little
choice to expect stay in monasteries that
offered food and shelter. Throughout the
middle- Ages, local lords would take turns hosting the kings and his royal court as they traveled.
The idea of hosting travelers was taken even further when trade and commerce began to
boom, prompting taverns and inns to arise especially in ports cities.
Hospitality has since evolved throughout the passing of eras. The word itself has taken a
whole new meaning now that the leisure time and travel is now available to the masses.
Hospitality is no longer just about getting from point A to point B, but also how you get there
and how much you enjoy your stay. This means providing for all wants and needs of potential
guests. Accordingly, hospitality has expanded to include entertainment, luxury lodging, dining,
etc.
At one time travel agents almost controlled the hospitality industry. They were largely
responsible for creating consumer’s travel plans and offering specified rates. Now, with the
invention of the internet and other electronic channels, new media is able to offer an avenue
for hospitality company to gain an edge.

EARLY HOSPITALITY
 Greek/ Roman Culture
o Noted as early as 40 BC
o Social and religious purposes
o Roman businessmen traveled

o Romans were the first

pleasure travelers
 o After fall of Roman Empire, public hospitality fell to religious orders

 Medieval Period
o English travelers
o Inns were actually private
homes
o Stagecoach become favored
transportation
 Renaissance Period (16th Century)
o high demand for inns and
taverns
o 1st hotel- Hotel de Henry IV
1788
 The new World (18th Century) –
Eating and Sleeping Places
o New York/ New England –
taverns
o Pennsylvania - inns
o Sothern colonies – ordinaries
 The French Revolution
o change the course of culinary
history
o Escoffier
 The Nineteenth Century

o 1898 Savory Hotel opened in

London
o Delmonico’s in New York City
 Twentieth Century Travel
o After WWII, travel began
o 1950’s advent of cross-
continental flights
o 1958- Trans-Atlantic flights

o First motel in California

o Resurgence of inner-city lodging
properties
o Increased interest in cruises
 Twentieth Century Restaurant
 o 1921 White Castle
o 1927 Howard Johnsons
o 1927 Marriott Hot Shoppe
o 1965 TGI Friday’s
o 1982 Chilis
 1960 to Today
o Major growth in casual dining
o Increase in the number of hotel chains
o Mass tourism
o Package travel
o Baby Boomers
o Living longer
o Mergers and acquisitions

DEFINITION OF HOSPITALITY AND ITS CHARACTERISTICS

Early restaurant operation has systems- whether formal or informal- including those for
food quality, menu structure, site selection, financial reporting, marketing and developing the
competence of kitchen staff, servers, managers and support personnel.
Properly designed and implemented, these systems help assure the efficient delivery of
products and services. While it is important that all these systems be functioning properly.
None of them- either individually or collectively-
generate hospitality.
Because they rigidly systemized, many
franchise operations can deliver their product
with consistent efficiency but also without the
experience of hospitality. Perhaps that is all their
customers expect, but impersonal efficiency
leaves patrons with a flat feeling. They have been
fed but not nurtured. It is like a relationship
without love and passion.
We commonly speak of service and
hospitality as if they are one in the same, but they
are actually quite different.
 Service is a Monologue – the efficient
execution of a series of actions. Service is
about efficiently doing what is expected. It
can be delivered without any direct involvement from the guest.
 Hospitality is a Dialogue – an exchange between staff and guests, a bit of a dance.
 Hospitality is about what is UNEXPECTED, and uniquely what is personal at that guest in
that moment. It
cannot exist
without
another person
involved.

CHARACTERISTICS that can define Hospitality

 Respectful – guests are treated with esteem for their worth and excellence as people
 Present – the staff is at the table when they are at the table with no distractions; they
listen effectively
 Responsive – complaints are quickly resolved in favor of the guest
 Personal- guests are addressed by name; their likes and dislikes are known and
respected
 Non-Judgemental – guests are never made to feel wrong; they always receive the
benefit of the doubt
 Non-Intrusive – just as good service is invisible, hospitality does not call attention to
itself
 Relaxed – there is no feeling of being rushed or processed; the staff never shows the
signs of stress
 Personable – the staff is always smiling and friendly, even with unfriendly or irritable
patrons
 Perceptive – guest needs are met before patrons even realize they had the need
 Consistent – guests leave feeling connected although the specific execution may differ
each time
 Appropriate – the service always perfectly fits the occasion
 Uplifting – the experience makes the guests more positive; they “pay it forward to
others”
 Surprising – the staff goes beyond simple job requirements to do something memorable
for the guests.
 Hospitality is often defined as the quality or disposition of receiving and treating guests
and strangers in a warm, friendly, generous manner. Hospitality is not what you DO. IT IS THE
NATURE of your thinking when you and your staff interact with your patrons. The nature of
your thinking always manifests a feeling. So, hospitality may not be easy to define but we know
it when we feel it.

MEANING OF HOSPITALITY MANAGEMENT AND HOSPITALITY INDUSTRY

Hospitality management is both a field of
work and field of study. In the work sense, it
refers to management of hotels, restaurants,
travel agencies, and other institutions in the
hospitality industry. As a field of study, it refers
to the study of the hospitality industry and its
management needs. People who are interested
in careers in the industry may opt to pursue it
as a field of study so that they can stand their
careers on solid floating.
The hospitality industry is a broad category
of fields within the service industry that include lodging restaurants, event planning, theme
parks, transportation, cruise line and additional fields within the tourism industry. The
hospitality industry is a several billion industry that mostly depends in the availability of leisure
time and disposable income. A hospitality such a restaurant, hotel or even an amusement park
consists of multiple groups such as facility maintenance, direct operations management,
marketing and human resources.
The hospitality industry is vast and very diverse. Any time people travel, stay in hotel,
eat out, go to the movies, and engage in similar activities, they are patronizing establishments
in the industry. The management of such establishments is very challenging as managers need
to be flexible enough to anticipate and meet a wide variety of needs. They must also handle
tasks such as training employees, handling staff, setting standards and so forth.
Some people develop careers in hospitality management by working form the ground
up. They get experience from various low-level positions before gradually being promoted into
supervisory positions, and eventually attain managerial status. For people who plan to work in a
single organization for life.
This method can be a great way to
advance, as it familiarizes them with all
the nuances of the organizations they
work for and gives them a better idea of the amount of work involved at all the levels to run a
facility like a busy resort.
The hospitality industry is one that is primary focused on customer satisfaction. For the
most part it is built on leisure or is luxury-based, as opposed to meeting basic needs. This
service-based industry thrives on the leisure activities of the patrons. Some of the business that
the hospitality industry gamers are transient and intermittent, but collectively, it accounts for a
large source of revenue. Exceptional service is usually very important for all of these businesses.
Customer satisfaction usually leads to customer loyalty which helps to ensure the success of the
company in the hospitality industry.

VI. TEACHING METHODS AND ACTIVITIES

 Online Lecture
 Online Discussion
 Quizzes

Activity 1.

In your LMS proceed to Activity 1. Open the file and do the activity as indicated therein.
Submit your output to your instructors email account or messenger. Kindly submit on or before the
deadline.

Quiz 1.

In your LMS proceed to Quiz 1. Answer the quiz honestly.

VII. ASSESSMENT
 Quiz
 Recitation
 Class participation