Introduction to Tourism & Hospitality Industry

1. Chapter one
PROFILE OFPROFILE OF
TOURISM ANDTOURISM AND
HOSPITALITYHOSPITALITY

2. TOURISMTOURISM
INDUSTRYINDUSTRY

3. TOURISMTOURISM “ the activities of a person travelling to and staying in places outside
their usual environment for not more than one consecutive year for
leisure, business and other purposes”. (WTO, 1993)
 Tourism is a dynamic, evolving, consumer- driven force and is the
world’s largest industry, or collection of industries, when all its
interrelated components are placed under one umbrella: tourism, travel,
assembly, destination and event management and recreation. (John R.
Walker, 2009)
 The sum of the processes, activities, and outcomes arising from the
relationships and the interactions among tourists, tourism suppliers,
host government, host communities, and surrounding environments that
are involved in the attracting, transporting, hosting and management of
tourists and other visitors. (David Weaver & Laura Lawton, 2010)

4. BASIC WHOLE TOURISM SYSTEMBASIC WHOLE TOURISM SYSTEM
Leiper’s (2004)- basic whole tourism system require
minimally five (5) interdependent core elements:
At least one tourist
At least one tourist- generating region
At least one transit route region
At least one tourist destination
A travel and tourism industry that facilitates
movement within the system.

5. TOURISMTOURISM
INDUSTRYINDUSTRY The tourism industry is a group of business that
encompass travel / transportation vendors for air,
rail, cruise and motor coach travel and promote
travel and vacation.
 The business that provide goods and services
wholly or mainly for tourist consumption.
 Tourism is the world’s largest industry and
employer. It affect other industry sectors, such
as public transportation, foodservice, lodging,
entertainment, and recreation.

6. TOURISM INDUSTRYTOURISM INDUSTRY

7. BENEFITS OF TOURISMBENEFITS OF TOURISM
 Provides employment opportunities, both skilled and unskilled,
because it is a labor- intensive industry
 Generates a supply of needed foreign exchange
 Increases income
 Creates increased gross national product
 Can be built on existing infrastructure that will also help stimulate
local commerce and industry
 Helps to diversify the economy
 Broadens educational and cultural horizons and improves standards of
living
 Reinforces preservation of heritage and tradition
 Justifies environmental protection and improvement
 Breaks down language barriers, sosio cultural barriers, class
barriers, racial barriers, political barriers and religious barriers.
 Promotes international understanding and peace
 Creates a favorable worldwide image for a destination

8. WHICH PEOPLE AREWHICH PEOPLE ARE
TOURISTTOURIST
 They are away from home
 They are enjoying themselves
 They are in a foreign country
 They are spending money
 They are visiting friends
 They are staying at least one night in
the place they are visiting
 They mean to return home in the near
future
 They are on business
 They are with their family

9. Leisure and recreation
Visiting friends and relatives
Business
Two components within a constellation of related purposes that
includes terms such as ‘vacation’, ‘rest and relaxation’ and ‘holiday’.`
Travel from one country to one country on business
purposes.
To visit friends and family outside their usual environment.
WHY DO PEOPLEWHY DO PEOPLE
TRA VELTRA VEL

10. OTHER REASON OFOTHER REASON OF
TRA VELTRA VEL
 To experience new and different
surroundings
To experience other cultures
To get some special hospital treatment
To visit friends and family
To view, or participate in, sporting /
recreational activities.

11.  inclusive group of tourist categories that combines the spatial and temporal
components, and assumes adherence to the qualifying purposes of travel.
Tourist can be either International or Domestic, and also be either stay
over or excursionists.
INTERNATIONAL
STAYOVERS
INTERNATIONAL
EXCURTIONISTS
DOMESTIC
STAYOVERS
DOMESTIC
EXCURTIONISTS
A B C DA B C D
Tourist who remains in a destination
outside their usual Country of residents for
at least one night
Stay in this destination without
experiencing at least one overnight stay
Stay for at least one night in a destination
that is within their own usual country of
residence but outside of a ‘usual environment’
Undertake a similar trip, but without
staying overnight.
MAJOR TOURIST CATEGORIESMAJOR TOURIST CATEGORIES
A
B
C
D

12. FACTORS CAUSE OF PEOPLE
TRA VEL
 The opening borders
 Despite security concerns, we can travel to
more country now than 10 yrs ago.
 An increase in disposable income and vacation
taking
 Reasonably affordable airfares
 An increase in the number of people with more
time and money to travel.
 More people with the urge to travel
 Increase standard of living

13. TREND IN TOURISM &
TRA VEL
Ecotourism, sustainable tourism and heritage tourism will
continue to grow in important.
Globally, the number of tourist will contribute to increase
by about 4 percent per year, topping 1 billion by 2010.
Governments will increasingly recognize the importance of
tourism not only as an economic force, but also as a
social- cultural force of growing significance.
More bilateral treaties are being signed, which will make it
easier for tourists to obtain visas to visit other country.

14. Technology will continue to advance, allowing
even more information to be available more
quickly to more places around the world.
Employment prospects will continue to improve.
Travel and tourism bookings via the internet will
continue to increase rapidly.
The cruise industry will continue to expand.
There will be increased concern for the health
and safety of travel and tourism.
TREND IN TOURISM &
TRA VEL

15. HOSPITALITYHOSPITALITY
INDUSTRYINDUSTRY

16. HOSPITALITYHOSPITALITY
 The word hospitality is derived from the Latin word
“hopes”, meaning “guest, visitor, or more who providers
lodging for a guest or visitor. “
 Today the spirit of hospitality refers to the welcoming
of guest to any type of facility that offers food and
shelter.
HOSPITALITYHOSPITALITY is the relationship between
guest and host, or the act or practice of
being hospitable. Specifically, this
includes the reception and entertainments
of guests, visitors, or strangers, resorts,
membership clubs, conventions,
attractions, special events, and other
services for travelers and tourists.
HOSPITALITYHOSPITALITY is the relationship between
guest and host, or the act or practice of
being hospitable. Specifically, this
includes the reception and entertainments
of guests, visitors, or strangers, resorts,
membership clubs, conventions,
attractions, special events, and other
services for travelers and tourists.

17. THE PINEAPPLETHE PINEAPPLE
TRADITIONTRADITION
 Pineapple has enjoyed a rich and romantic
heritage as a symbol of welcome, friendship, and
hospitality
 It’s become favored food to serve to royalty and
the elite.
 Since it’s introduction, the pineapple has been
internationally recognized as a symbol of
hospitality and a sign of friendliness, warmth,
cheer, graciousness, and conviviality (joy).

18. HOSPITALHOSPITAL
ITYITY
strive forstrive for
guestguest
satisfactionsatisfaction
HeavyHeavy
shift workshift work
Open 365Open 365
days/year,days/year,
24 hrs24 hrs
/day/day
Morning shift,
Mid shift,
Evening shift &
night shift
Gain guest trust
Gain profit
CHARACTERISTIC OF HOSPITALITYCHARACTERISTIC OF HOSPITALITY
INDUSTRYINDUSTRY
Evening & weekends
include in workweek
Guest
Loyalty

19. CHARACTERISTIC OF TOURISMCHARACTERISTIC OF TOURISM &&
HOSPITALITY SERVICE INDUSTRYHOSPITALITY SERVICE INDUSTRY
1. PERISHABILITY
Cannot be produced and stored today for consumption in the
future.
The probability of a product ceasing to exist or becoming
within a limited amount of time.
Ex: an airline flight that has 100 empty seats
on a 400- seat airplane cannot compensate for the
shortfall by selling 500 sets on the next flight of that plane
The 100 seats are irrevocably lost, along with the revenue
that they would normally generate.

20. 2. INTANGIBILITY
The service cannot be directly seen, tasted, felt or heard prior to their
purchase and consumption.
A state of being abstract, as are thing that cannot be touched
Hospitality goods & services relate to memories and experiences
They are impossible for people to sample or touch prior to arrival
Brochures, web pages, maps, graphics, and menus may provide a basic
idea before a guest make a purchase, but the actual experience is
intangible in nature
Ex: Customer usually have only a receipt, a souvenir or other
memorabilia such as photographs as evidence that they actually had that
experience.

21. 3. INSEPARABILITY
Production and consumption occur simultaneously and in the
same place
The consumers and producers of these products are in
frequent contact, the nature of the these interactions has a
major impact on customer satisfaction levels.
Services cannot be separated from their providers.
Ex: the flight passenger aboard an aeroplane (i.e. the flight
is being ‘produced’ at the same time the passenger is
‘consuming’ it.

22. 4. CHANGEABILITY/VARIABILITY
Producer- consumer interaction is a unique experience that is
influenced by a large number often unpredictable factors.
The service provider and guest both play important roles in the
success of the service encounter. Thus, service transaction differ from
other types of sales transactions.
They are subject to changeability, a condition of being subject to
change or alternation
Service training for front- line personnel is essential to eliminate
changeability in the guest service.
Quality of services depends on who provides them, when and where
Ex: a tourist in a restaurant, may be completely relaxed, expecting
that their every whim will be satisfied, while the attending waiter may
have high levels of stress from overwork and expect the customer to
be ‘more reasonable’ in their demands.

23. TERMINOLOGY INTERMINOLOGY IN
TOURISM ANDTOURISM AND
HOSPITALITYHOSPITALITY

24. Tourist
 Any person coming to country for
legitimate reason other than
immigration and who stays at least
24 hours and at most 6 months
during the same year
 They stay more than 24 hours and
less than 6 month
 Their activities should be of
‘Economic Nature’
 All the tourists are called visitors

25. TRA VELER
Any person on a trip between two or more
localities

26. GUEST
 A person who is the recipient of hospitality in the form of
entertainment:
 At someone’s home, as a visiting participant in a program,
or
 As a customer of an establishment such as a hotel or
restaurant

27. VISITOR Any person travelling to place other than their usual
environment for less than 12 consecutive months

28. BACKPACKER
A hiker who wears a
backpack
A traveler whose
luggage consists of a
backpack; especially,
such a traveler who uses
hostels, public
transport, and other
inexpensive services

29. EXCURSIONIST
 A traveler spending less
than 24 hours in a
country
 One who goes on an
excursion, or pleasure
trip
 An excursion is a
usually short journey
made for pleasure; an
outing

30. TOURIST GUIDE
 A person who guides visitors in the language of their choice and
interprets the cultural and natural heritage of an area which
person normally possesses an area- specific qualification usually
issued and/ or recognized by appropriate authority.

31. TRA VEL AGENT
 Any person who sells travel
products on a commission
basis
 A travel agency is a retail
business, that sells travel
related products and services
to customers, on behalf of
suppliers, such as airlines,
car rentals, cruise lines,
hotels, railways, sightseeing
tours and package holidays
that combine several
products.

32. RECREATION
 Refreshment of health or spirits by
relaxation and enjoyment
 Commerci al recreat i onCommerci al recreat i on:
any recreational activity for
which a guest pays a fee.
 Public Recreation:Public Recreation: Free or paid
recreation that takes place on
state and federal lands and in
city, state, or national parks.

33. LEISURE TIME
 Free time; time available
for relaxation and
recreation
 A period of time spent
out of work and essential
domestic activity.
 It is also the period of recreational and
discretionary time before or after compulsory
activity such as eating and sleeping, going to
work or running a business, attending school and
doing homework, household chores, and day to
day stress.

34. OUTBOUND & INBOUND TOURIST
OUTBOUNDOUTBOUND
 Outgoing tourists or tourists leaving
their country of origin to travel to
another country.
INBOUNDINBOUND
 Incoming tourists or tourists entering a
country.
 Example : Australia citizens travelling
to Malaysia would be considered as
inbound tourists for Malaysia and
outbound tourists for Australia

35. DOMESTIC &INTERNATIONAL
TOURIST
DOMESTIC TOURISTDOMESTIC TOURIST
 A tourist whose itinerary is
confined to their own country
or within the border of that
country
INTERNATIONAL TOURISTINTERNATIONAL TOURIST
 A tourist who travels beyond their usual country of
residence, crossing national border or through
immigration check point.
 International tourists may be inbound or outbound

36. LODGINGLODGING
 A place in which someone lives or
stays temporarily.
A room or rooms rented out to
someone, usually in the same
residence as the owner.
 The service of food made in the kitchen
and drinks prepared in the bar to the
customers (guests) at the food &
beverage premises, which can be
restaurants, bars, hotels, airlines,
cruise ships, trains, companies, schools,
colleges, hospitals, prisons, takeaway,
etc.
FOODFOOD && BEVERAGEBEVERAGE

37. HOUSEKEEPING
 A department within a hotel or other
residential facility that oversees the cleaning
of rooms and the provision of necessities such
as towels and glassware.
CULINARY
 Means "related to cooking", is the
art of the preparation, cooking and
presentation of food, usually in the
form of meals.

38. History of tourism & hospitality industry
 The history of tourism & hospitality helps
us in understanding how developments in
the past have had an influence on the
present- day tourism.
 Knowledge of how tourism is developing in
the present time will help us plan in a
better manner for the future.
 Inscriptions on monuments and coins and
paintings on rocks show that early man
undertook travel that was difficult and
hazardous.
 People travelled on foot in search of food
and shelter.
 Carrying their belongings on the head and
back.

39.  Early CivilizationEarly Civilization
 Developed around 10000 BC to 8000 BC in the Neolithic periodDeveloped around 10000 BC to 8000 BC in the Neolithic period
when people began living together and developed settlements.when people began living together and developed settlements.
 By 5000 BC, water transportation in the form of rafts and canoesBy 5000 BC, water transportation in the form of rafts and canoes
were developed.were developed.
 The development of the wheel around 3500 – 3000 BC by theThe development of the wheel around 3500 – 3000 BC by the
Sumerians, ancient inhabitants of southern Mesopotamia, was aSumerians, ancient inhabitants of southern Mesopotamia, was a
major landmark in the travel industry.major landmark in the travel industry.
 Later around 1000- 500BC, roads were constructed for chariots,Later around 1000- 500BC, roads were constructed for chariots,
wagon, and carriages.wagon, and carriages.
 The creation and adoption of Vedic scriptures – attracted manyThe creation and adoption of Vedic scriptures – attracted many
students showing evidence of religious travel during the early Vedicstudents showing evidence of religious travel during the early Vedic
period.period.
 Inns appeared at prominent centers of trade to offer hospitality toInns appeared at prominent centers of trade to offer hospitality to
the weary trader.the weary trader.

40.  The Imperial EraThe Imperial Era
 Tourism established during early empires of Egypt, Persia,Tourism established during early empires of Egypt, Persia,
Rome, China and India. – road network, transports,Rome, China and India. – road network, transports,
accommodation, water and security.accommodation, water and security.
 Julius Caesar (Roman Empire)Julius Caesar (Roman Empire) – road systems with bridges and– road systems with bridges and
aqueducts, built for military purposes, became an excellentaqueducts, built for military purposes, became an excellent
tourism infrastructure – used for trade and pleasure tourism.tourism infrastructure – used for trade and pleasure tourism.
 Wealthy Greeks and Romans travelled to Athens, Rome, andWealthy Greeks and Romans travelled to Athens, Rome, and
other cities to participate in or observe sporting competitionsother cities to participate in or observe sporting competitions
and performing arts events. – Olympic Games held at Olympia,and performing arts events. – Olympic Games held at Olympia,
Greece – honor of God ZeusGreece – honor of God Zeus
 Mayan civilization –Mayan civilization – extensive road network were built –extensive road network were built –
Famous Chichen Itza & Tikal have observatories, temples andFamous Chichen Itza & Tikal have observatories, temples and
sports fields, and attract million of tourist.sports fields, and attract million of tourist.
 Chinese civilization – constructed the Great Wall of China as aChinese civilization – constructed the Great Wall of China as a
defensive structure to keep awaydefensive structure to keep away

41.  The Mauryan Emperor AshokaThe Mauryan Emperor Ashoka – responsible for the– responsible for the
spurt in development of formal travel facilities – hespurt in development of formal travel facilities – he
established school, hospitals and monasteries which alsoestablished school, hospitals and monasteries which also
served the traveler.served the traveler.
 The Silk Route –The Silk Route – major trade route for caravansmajor trade route for caravans
carrying silk and other luxury items form China to Indiacarrying silk and other luxury items form China to India
and the Middle East – 2000BC – Kushan Emperorsand the Middle East – 2000BC – Kushan Emperors
opened and protected the silk road - gave theopened and protected the silk road - gave the
traveller an experience of present tourism, i.e. seeingtraveller an experience of present tourism, i.e. seeing
new places, cultures.new places, cultures.
 European RenaissanceEuropean Renaissance
 Cultural movement that began in Italy in early 1300Cultural movement that began in Italy in early 1300
AD and spread to England, Germany, Spain and otherAD and spread to England, Germany, Spain and other
countries.countries.
 Painters and sculptors during this period tried to givePainters and sculptors during this period tried to give
their works as a spiritual quality and painted stifftheir works as a spiritual quality and painted stiff
and unrealistic human figures which representedand unrealistic human figures which represented
religious idea – Leonardo da Vinci, Michelangelo,religious idea – Leonardo da Vinci, Michelangelo,
Raphael.Raphael.

42.  The Grand TourThe Grand Tour – tour of principal cities and places of interest in– tour of principal cities and places of interest in
Europe, the focus of the tour being cultural enrichment –Europe, the focus of the tour being cultural enrichment – lodginglodging
facilities and hotelsfacilities and hotels made their appearance - superior hotels andmade their appearance - superior hotels and
services were provided in some major cities of Europe such as Paris,services were provided in some major cities of Europe such as Paris,
Milan, Rome. -Milan, Rome. - horse- drawn coacheshorse- drawn coaches were used to transport peoplewere used to transport people
and goods from one city to another over long distances –and goods from one city to another over long distances – StagecoachStagecoach
was popular mode of travel amongst elite.was popular mode of travel amongst elite.

43.  The Industrial EraThe Industrial Era
 Occurred in the late eighteenth and early nineteenth
century – major changes in agriculture, manufacturing and
transportation.
 Started in Britain and spread throughout the world.
 First product affect tourism was development of the steam
engine – used in the manufacturing and transportation –
steam powered ships and railways speeding the travel.
 Advent of Technology – automobiles were developed in 1860
AD – which allowed people to move at their will – Henry
Ford launched people car, The Ford model ‘T’ in 1908.
 The improvement in working conditions which gave people
the time and money to travel.
 Mark twain’s story of adventure abroad, gave a boost to
transatlantic steamship travel and shows us the importance
of familiarization tours and travel in promoting tourism.
 Air travel - origin use of the hot- air balloon in 1783 by
the French - the Wright brother, succeeded in sailing
their prototype airplane in Dec 1903 – became commercial
in 1919

44. ThankThank
You!You!