INTRODUCTION TO TOURISM

AND HOSPITALITY
CHAPT ER 1
;

LEARNING OBJECTIVES
After reading this chapter, you will be able to :

• Gain an understanding of the hospitality industry ;

• Get an idea of the growth and development of hotel industry;
• Learn classification and organization of hotels ; and
• Understand the basic elements of tourism.
 WHAT IS AN
ORAGNIZATION?
• An 'organization' is a group of people working together to
achieve a common goal and an 'industry' is a group of
organizations working together for a common goal.

• So, an industry could be understood as an umbrella under

which many organizations of the same nature function for a
common purpose.
• Similarly, under the hospitality industry, there are many
organizations that work towards a common goal. The Oxford
English Dictionary defines hospitality as 'the reception and
entertainment of guests, visitors or strangers with liberality and
goodwill'.
The hospitality industry can be broadly defined as a collection of
organizations providing either al or a combination of the following
facilities:
❑Accommodation
❑Food and beverage
❑Transportation
❑Entertainment
❑Health care
❑Amusement parks
Some of the organizations that come
under the hospitality industry are:
❑Hotels ❑Amusement parks
❑Independent restaurants ❑Shopping malls
❑Airline companies ❑Hospitals/nursing homes
❑Shipping companies ❑Call centers
❑Any possible organization engaged
❑Railways
in customer service.
❑Industrial canteens
 CAREER IN
HOSPITALITY
INDUSTRY
Just graduating in hotel or hospitality management is not enough to build a
successful career in the hospitality industry. During my thirty-year in the
hospitality industry, I have observed that for success in this field, academies
count for approximately forty percent. Other qualities make up percent. It is
extremely essential to blend academic qualification and other qualities to
become a successful professional. While pursuing your studies, you must learn
to develop and blend these qualities with your academic qualification.
Otherwise, you will see the ladder of success but will not be in a position to
climb it. So, what are these qualities that you need to develop and blend
with academics? They are elaborated below.
 1. GOOD COMMUNICATION SKILL
• Communication skill is not restricted to speaking good English. It is an ability to
make people under- stand what you want to express, no matter whatever your
language or situation is.
• Communication is an exchange of ideas, facts, views, opinion, information and
emotions by two or more person.
• This is also known as a process by which the
information is transmitted between individuals and/or
organizations, so that an understanding response results.
 2. GROOMING
• It means how you present yourself in front of others depending on the occasion,
environment, place or situation. You should look charming and presentable.
• Take care that your hair is trimmed, you are properly shaved, your uniform is clean
and properly ironed, your shoes polished, and that there are no broken or missing
buttons, etc.
• That way you will look attractive and presentable, suited
for the work environment. You should appear as per the
requirements of the industry. You should develop a sense
of grooming best suited with the environment.
 3. Pleasing and Cheerful Personality
• Your main job will be to deal with people and render services
to them. In other words, you will earn money by selling services.
People will decide to buy services from you, provided they are
attracted to your pleasing and cheerful personality.
 4. Positive Attitude
• This is the most important quality you need to develop to be a successful
professional .Positive attitude means your behavior , and the ability to deal with
people from your heart.
• Whatever you do for your customers and do it with sincerity from your heart,
because everybody likes natural and genuine behavior, which can only come from
the heart.
• When people like you, they will be willing to spend money on
you. A positive attitude will not only make your customers
happy, but will also give you immense happiness
 A famous Chinese proverb says:
• If you want happiness for an hour - TAKE A NAP
• If you want happiness for a day - GO FOR A PICNIC
• If you want happiness for a week - GO FOR A WEEKEND
• If you want happiness for a month - GET MARRIED
• If you want happiness for a year - INHERIT WEALTH
• If you want happiness for lifetime - LOVE YOUR WORK
• You can only love your work, if you work from the heart.
• The most important thing to remember is that every body in and
around you is your customer. He or she may be your classmate,
colleague, teacher, sub-staff visitor or your family member.
• You should display a positive attitude with everybody.
• If you think you are required to display a positive attitude only with
people who buy your service, then you are wrong.
• Being positive comes from within. It is not acting.
• Unless you make it a habit, you cannot develop a positive attitude. Thus,
you should be positive with everybody.
Who is a
guest?
 Who is a guest?
• A guest in a hotel is basically a customer who purchases the services of
the hotel and pays for them. However, since we are in the hospitality
industry, we do not use the commercial terminology for these buyers of
our services (who in fact are paying guests), we call these buyers guests.
• When we address our customers as guests, their ego gets
boost up and they feel important. This is the reason why
there is no word called 'customer in our dictionary.
Instead, we always address them as "guests“
 Relations with the Guests
• What kind of a relation should an employee of the hospitality industry
maintain with the guests? The answer should be “short and formal”.
• It is short, because it has been seen that average duration of a guest's
stay in a hotel is two to three days, during which, an employee hardly
comes in contact with a guest for not more than an hour or so.
• The relation is also formal because employees cannot share feelings with
guests, or cannot call them by their nicknames. We always address them
as Sir, Madam, Mr. or Ms.
 Service culture
• Different places have different cultures, but people adapt themselves to the
culture of a place in due course of time. In the hospitality/service industry,
the culture which should exist is the service culture.
• Service culture means anticipation of guests' needs and rendering services
accordingly before they ask for it. It is important because guests’
satisfaction is the topmost priority for us. And, psychology says that
someone becomes more satisfied if his/her needs are fulfilled before it is
asked for. We try to make use of this human psychology to satisfy our
guests.
 2 reasons for
rapid growth of
tourism
 1. The social reason
• The new attitudes towards travel and Leisure, which traditionally was considered to
be a luxury but now is considered to be the essential part of lifestyle and
consumption pattern, socially helped in the growth of tourism.
• There has been a significant change in the entire concept of pleasure travel. In the
past, travel services were primarily enjoyed by affluent and leisurely individuals who
traveled for the sake of experiencing scenery, arts, and theaters in foreign places.
Contrastingly, present-day tourists come from diverse backgrounds with broader
tastes and desires.
• This shift is influenced by both limited time constraints and a desire to maximize
experiences within that timeframe.
 2. Technological reason
• The aviation industry has made remote destinations accessible, fueling tourism
growth. Technological advancements in the past two decades have expanded long-
distance travel.
• Package tours, opening tourist spots in developing countries, and improved
promotion efforts boost tourism. Mass tourism signifies prosperity, with people from
developed countries dedicating income to holidays. International tourism, vital in
global trade since the mid-1960s, brings economic benefits to developing nations.
• Around 100 countries actively seek tourism development, with infrastructure
improvements driving increased tourist traffic, as seen in China's efforts to boost
foreign exchange.
 Geographical Components of Tourism

1. Accessibility and location

2. Space
3. Scenery:
(a) Landforms, eg, mountains, canyons, coral reefs and cliffs
(b) Water, e.g, rivers, lakes, waterfalls, geysers, glaciers and the sea
(c) Vegetation, e.g. forests, grasslands, moors and deserts
4. Climate: sunshine, clouds, temperature conditions, rain and snow,
 Geographical Components of Tourism

5. Animal life:
(a) Wildlife, e.g. birds, game reservations and 200s
(b) Hunting and fishing
6. Settlement features:
(a) Towns, cities, villages
(6) Historical remains and monuments
(c) Archaeological remains
7. Culture: Ways of life, tradition, folklore, arts and crafts, etc.
Basic elements of
tourism
 1. transport, location, and accommodation

Tourism comprises three essential elements: transport, location, and

accommodation. Transport, whether by car, coach, airplane, ship, or
train, is crucial for reaching the destination. The location encompasses
the holiday destination, offering natural attractions, scenic beauty, and
sporting facilities. Accommodation, providing food and rest, is another
fundamental component. The location, with its attractions, is pivotal in
tourism, as an appealing location inspires tourists to visit.
Geographic features, scenic landscapes, climate, wildlife, historical
monuments, and cultural aspects contribute to the attractiveness of a
destination. Besides the basic elements, other factors also influence
the development of tourism. These are: Pleasing weather, Scenic
attractions, Historical and cultural factors, Accessibility, Amenities, and
Accommodation.
Growth of Hotel
Industry
Worldwide
CLASSIFICATION
OF HOTELS
Hotels can be classified according to the following three broad
categories:
❑Size (the number of rooms)
❑Location, clientele and facilities
❑Star classification
 a. Classification According to Size
Hotels are classified according to their size as follows:
1. SMALL-SIZED HOTEL - A hotel with less than 100 rooms.
2. MEDIUM-SIZED HOTEL - A hotel with rooms between 100
to 300 in number.
3. LARGE-SIZED HOTEL - A hotel with more than 300
rooms.
 b. Classification According to Location, Clientele
and Facilities
Under this category, hotels are classified as downtown hotel,
transit hotel, resort, motel and residential hotel.
 1. Downtown or Commercial Hotel
Location: Heart of the city, i.e, in the busy business/commercial
area
Clientele: Mostly businessmen and sometimes tourists
Facility: Modern facilities, e.g. 24-hours coffee shop, specialty
restaurants, 24-hour room service, business center, centrally AC
rooms, discotheque, swimming pool, shopping arcade, travel desk.
Average duration of stay: Three to Seven days
 2. Transit Hotel
Location: Near the port of entry, e.g. seaport, airport and railway
station
Clientele: Layover passengers, misconnection passengers,
businessmen and tourists
Facility: Modern facilities
Average duration of stay: Few hours to few days
 3. resort Hotel
Location: Resort places like hill stations, sea beaches, forests, etc.
Clientele: Holiday makers, tourists and sometimes businessmen
Facility: Moderate to modern facilities
Average duration of stay: Few weeks to months

Professional Hotel Front Office Management

 4. Motel or motor hotels
Location: On highways
Clientele: Motorist, tourists, and sometimes businessmen
Facility: Moderate to modern facilities
Average duration of stay: Mostly overnight
Feature: Parking space against each room, refueling station,
garage facility, swimming pool
 5. Residential Hotel
Location: Anywhere in the city and in the suburb
Clientele: Students and small businessmen, who have to stay away
from home for a long period of time
Facility: Basic facilities like accommodation and food
Average duration of stay: Few months to years
Feature: Rent paid monthly or quarter
 c. Classification According to Star Classification
Star denotes the available standards or facilities in a hotel. A hotel
gets its gradation of star from the Department of Tourism, Government
of India. The Department of Tourism prescribes the facilities that are to
be provided in various star category hotels. The categories of various
star hotels have some criteria or facilities that are called END.
• E: Essentials (must have)
• N: Necessary (should have)
• D: Desirables (may not have)
Other types of
HOTELS
 1. Independent hotels
• These hotels are on an ownership basis and do not have any
affiliation or contract with any other property.
• The advantage in this type of hotel is that they need not
maintain a particular image and they are not bound to
maintain any sets targets, but they can independently adopt
quickly the changing trends.
 2. Management Contract Hotels
These types of hotels operate properties owned by individuals or
partners.
• The contract is entered between the owner and the operator and
usually as per the contract.
• The owner retains the legal and financial responsibilities.
• The operator pays for the operating expenses and recovers from the
owner. The owner is responsible for paying taxes, insurance and debts.
 3. chains
• There are many single-owned hotels, yet more and more
hotels and motels are now getting affiliated to each other.
• This gives them the advantage of a large central
organization that provides reservation system, management
aids, financial strength, expertise, manpower, specialties,
merchandises and pro- motional help.
 4. affiliation
• Two or more operations belonging to some organizations; for
example, Holiday Inns, Ramada, Sheraton Corp., Hilton Corp.,
Hyatt, Marriott Corp, etc. Within one chain, the type of
affiliation may vary.
• Another chain operation is “Multi-Unit Company”, usually
with a head office and several operations across the country
and abroad.
 5. Franchise Hotels
Franchise is a system in which the franchise owner grants
another hotel the right or privilege to merchandise a product
or service for a specified return.
Franchise agreement
It is an agreement under which the owner
operates as a member of the chain, utilizing the
brand image name, goodwill against a certain fee.
 6. International hotels
• These hotels are situated in metropolitan cities and provide
modern western style luxury to their guests.
• They can also be called full service hotels. Many such hotels
are owned by big international chains.
 7. Casino hotels
• The focus in this type of hotels is on gambling and
provision of casino. Casino hotels are very popular in
America, particularly in Las Vegas-Nevada.
• Renowned artists are invited in casino hotels for live
performances to entertain the guests.
 8. apartotel
• It is an apartment building also used as a residential hotel.
Purchase of the apartment entitles full services of the hotel
and during the period it is not occupied, it can be added to
the hotel pool for getting income.
• The concept was initially developed by Melia Coy of Spain in
1970.
 9. Boutique hotels
• It is a new concept in India. In boutique hotels each room
has a distinct characteristics. It is a small but very expensive
hotel.
• Professional but at the same time very personal and
intimate services by staff are prominent feature to give
guest a richer experience.
 Other types
accommodation
 1. condominiums
• Condominium development involves a
joint ownership of a complex.
• Each owner purchases and has full
benefit of an unit such as a guest
room, they share the cost common
to the whole complex such as taxes,
maintenance and upkeep of
buildings.
 2. Boarding houses
• Boarding houses are establishments
that provide accommodation usually
with meals and for a definite period
of time (commonly for a week or
longer).
• A boarding house can also be called
a guest house, a private hotel, and
is known in Europe as a ‘pension’
or a ‘pension de famille’.
 3. Holiday villages
• These provide extensive recreation and
sporting facilities on an inclusive basis.
• They are available in multiple units and
provide self-catering (individual kitchen)
facility.
• They provide a convertible living room,
bedroom, bathroom, shower room and
kitchen based on the size of family
units.
 4. Time share
• This concept, also known as 'vacation
ownership' or 'holiday ownership'
concept, is also becoming extremely
popular these days.
• Guests or tourists stay for a set period
of time, which may be one week or
more each year and for a number of
years.
 5. Supplementary
Accommodation
• It may be described as premises that offer
accommodation but not the services of a
hotel.
• The standard of comforts in this type is
modest as compared to hotels. The
atmosphere in this accommodation is
informal and there is more freedom with
regard to dress.
 6. Guest house

These are the accommodation at

very reasonable price and have very
basic facilities like room and normal
food.
 7. Youth hostels

These mainly cater to youth. Besides

rooms, youth hostels also have
dormitory facility. YMCA is one such
example.
 8. floatels
• They are also known as “floating hotels”.
• It is located on the surface of the
water. It may be on sea water, rival
water, or on a lake.
• In many countries, old luxury ships have
been converted into floating hotels and
are very popular among tourists.
Thank you!!!