Scope and Structure of

Tourism and Hospitality

Organization
 Bureaucratic Structure
1. Pre-bureaucratic Structure – can be observed in
small scale, start up companies. Centralized and
there is only one decision maker
2. Bureaucratic Structure – quite suitable for big
organizations. When the organization grow complex
and large
3. Post-bureaucratic Structures – inherit the
hierarchies, but open to modern ideas and
methodologies
 Functional Structure
➢ organization divided into segments based on the functions when
managing. Appear to be successful in large organization that
produces high volumes of products at low cost
 Divisional Structure
➢ Divide the functional areas of the organization to divisions. Each
division is equipped with its own resources in order to function
independently
 Matrix Structure
➢ - The organization places the employees based on the function
and the product. In these type of organization, the company uses
teams to complete task.
 The objectives of the United Nation World Tourism
Organization (UNWTO) are to promote and
development tourism to contribute to economic
development, international understanding, peace,
prosperity and universal respect for, and observance
of, human rights and fundamentals freedoms for all,
without distinction as to race, sex, language, or
religion
 General Assembly
➢ The principal gathering of World Tourism Organization. It meets every
2 years to approve the budget and programme of work and to debate
topics of vital importance to the tourism sector
 Executive Council
➢ Responsible for ensuring that the organization carries out its work and
adhere to its budget
 Committees
➢ Advise on management and programme content
 Secretariat
➢ responsible for implementing UNTWO’s programme of work and
serving the needs of members and affiliate members
 Organizational Structure
1. The Plenary
- The organ which all affiliate members are
represented, and shall be composed of all the
membership, each having voice and vote
2. The Board of the Affiliate Members
- Acts as an advisory body to the UNWTO Secretary-
General , responsible for the alignment of its
members to goals, mission and general programme
of work as well as the design and implementation of
programme work
 ATTRACTIONS – location visited by the tourist that
either natural or are man made
 TRANSPORT – to arrive at the destination
 ACCOMODATION – has to be available for any visits
extending more than a day
 TOUR OPERATORS – produce holidays in the form
of package
 TRAVEL AGENTS – do their job of selling the
brochures
 refers to the growth and maintenance of the tourism
industry in a given locality. And, of course, planning is
a very important part of this. On a basic level, tourism
development can be defined as creating strategies and
plans to increase develop encourage tourism for a
destination.
 Ministry of Tourism Organizational Chart –
Bahamas
1. The Hotels Encouragement Act of 1954 – encourages
development of hotels throughout the country by
means of refund of duties an forgiveness of certain
taxes
2. The Tourism Promotion Act of 1963 – established a
Department of Tourism within the ministry of
tourism.
 Organizational Structure
➢ Tourism Development Council is governed by board of
directors and a project assessment committee of
senior executives who serve on a voluntary basis to
stimulate ideas and provide commercial insights
 Board of Directors
➢ Is elected at the company’s annual general meeting
and is responsible overseeing the general direction of
organization and allocation of funds to tourism related
project
➢ Responsible for the regulation of Philippine tourism
industry and promotion of Philippines as a tourist
destination
 Organizational Structure
➢ The departments is headed by Secretary of Tourism, with
following undersecretaries and assistant secretaries
1. Usec for Administration and Special Concerns
2. Usec for Public Affairs, Communications, & Special
Projects
3. Usec for Tourism Development Planning
4. Usec for Tourism Regulation Coordination & Resource
Generations
 Organizational Structure
1. Asec for Administration and Special Concerns
2. Asec for Public Affairs, Communications, & Special Projects
3. Asec for Tourism Development Planning
4. Asec for Tourism Regulation Coordination & Resource Generations
 Bureaus and Offices
1. Bureau of Domestic Tourism Promotions and Information
2. Bureau of International Tourism Promotions
3. Office of Tourism Information
4. Office of Tourism Standards
5. Office of Tourism Development Planning
6. Office of Tourism Coordination
7. Office of Product Development
 Tourism Projects
1. Visit Island Philippines 1994
2. Miss Universe 1994
3. Florikultura ’98 – international horticulture exhibition
4. Expo Pilipino 1998 – Philippine Centennial International Exposition
5. 1998 Philippine Centennial Celebrations
6. World Exposition 2002 Manila (cancelled due financial problems of
government)
7. Visit Philippines 2003
8. WOW (World of Wonders) Philippines
9. “Pilipinas Kay Ganda” slogan and campaign 2010
10. It’s More Fun in the Philippines!
11. Visit the Philippines 2015
12. Visit the Philippines Again 2016
13. Miss Universe 2016 (65th Miss Universe)
 Tourism Slogans
1. Fiesta Islands Philippines
2. WOW Philippines (2002)
3. Pilipinas Kay Ganda (2010)
4. It’s More Fun in the Philippines!
5. Experience the Philippines (2017)
 Organizational Design and Organizational Behavior
➢ Determining which structure works best for the
organization as a whole is the goal of organizational design
 How Structure Influence Organizational Members
➢ The structure of organization can either provide members
with great deal of independence in how they perform their
tasks or constrain them by limiting and controlling their
behavior
 How Work Specialization Affects Employee
Performance
➢ Work Specialization is how task subdivided into separate
jobs within an organization
 How Centralized Affects Employee Performance
➢ Centralization is another area in which the structure of
an organization can influence employee behavior and
performance. If top management makes all
organizational decisions with no input from lower
level personnel, the organization is centralized
 Organizational Communication
➢ - Sharing of organization information, remains vital
and critical tool when trying to create and maintain a
competitive advantage
 External Communication – communication between
organizational members and external parties
 Internal Communication – facilitates the flow of
information among members the organization
 Upward Communication – all about feedback,
subordinates providing feedback to their managers
 Downward Communication – top to bottom, manager to
subordinate
 Horizontal Communication – occur between
organizational members who are on same level in
managerial hierarchy
 Grapevine – informal conversations that occur between
organizational members that are not officially sanctioned
 Typically for small companies with 20 or fewer
employees that has very few level of management
between the CEO or President and lower level
employees
 Focuses on job functions or function areas
 Based on company’s product line
 Executive Managers
➢ Consist of hotel owner and general manager. Set
standards and policies of the hotel and delegates the
implementation of policies and standards to general
manager. General manager manage the hotel day to
day activities and oversee functions of departments
 Assistant Managers
➢ Right hand of general manager and provide support
for a number of daily task. Communicate with all
department heads and ensure they handling any all
issues
 Mid-level Managers
➢ Front desk managers – handling reservations, complains, and
ensuring guest request
➢ Food & Beverage managers – handling room service, catering,
and daily activities if bar & restaurant
➢ Housekeeping Manager – oversees cleaning and maintaining the
appearance of hotel
➢ Marketing Manager – responsible for promotional campaign to
attract guest
➢ Financial Manager – accounting budget and expenses
➢ Human Resources Hotel Manager – oversees recruiting, training,
and development of hotel staff
 Operational Staff
➢ All people work in the different hotel departments
 Executive Management
➢ leadership of property and includes general manager,
and one or more assistant
 General Manager
➢ overall manager of property and ultimately responsible
for hotel
 Assistant manager
➢ supporting general manager and handling specific

issued assigned
 Functional Groups – handle issues that directly
related to guests. These team must handle request,
problems, and services for customers
1. Housekeeping
2. Food & Beverage
3. Front Desk & Guest Services
 Administrative Groups – handle behind the scene
details that keep the property running smoothly
1. Sales
2. Accounting
3. Human Resources
 The World Travel and Tourism Council (WTTC) is
industry lobby group that work on estimated size and
scope of tourism industry using sophisticated
economic techniques
1. The tourism industry is highly diverse – from size of
establishment, business type, sector, organization,
and process
2. The fact that tourism is not a single product but a
diverse range of product and services the interact
3. It compromises tangible and non tangible elements
4. It is produced where it is consumed
➢ Where you decide to travel around the world in one go
 Is tourism bad?
➢ It can be either good or bad
 What is tourism & the Tourism Industry?
➢ tourism is travel for recreation, leisure, religious,
family or business purposes
➢ Winter Tourism – from hot climate going to place
where there is winter
➢ Accessibility Tourism – how easy it is to tourist to
access or het to desired destination
➢ It will be when you were not bargained and you go
back home healthy and alive with pleasure of what you
have seen from your trip
➢ Tourism Challenges – learning new language &
meeting new people
➢ Tourism Expenditure – amount paid by all categories of
visitor for acquisition of consumption goods and
services
➢ Tourism Generator – country/place form which people
leave to take part in 24 hour or more activity away from
their home
 How Mass Tourism Different to Tourism?
➢ Mass tourism – great number of tourist; much more
tourism than normal
 Scale, Scope & Diversity of the Hospitality Industry
➢ Scale – restaurant, bar & pubs, entertainment, caters,
gaming, event management
➢ Scope – GDP contribution, turnovers, employment &
job opportunities
➢ Diversity
1. Sectors are linked with each other
2. Socioeconomic backgrounds
 Travel Agencies
➢ Provide assistance and convenience to people travelling to
different parts of the country and the world
 Tourist Office and Tourism Ministry
➢ Tourism Office – area provides information to the tourist about
attractions, lodge, etc.
➢ Tourism Ministry – official government body that handles issues
pertaining to tourism
 Airlines & Railway Travel
➢ Basic function to provide service and satisfying the needs of
people which matches the nature of hospitality industry
 Spas
➢ Bath in which mineral or sea water is used for medical treatment
 Wellness Center
➢ Provide health care for both mind and the body
 Event Management
➢ Use of project management skill to organize and
manage large scale events
 Cruise Companies
➢ Operates cruise voyages across the sea travelling to
different destinations around the world
 Industry Expansion and the Need for Strategy
➢ The hospitality industry is labor intensive, spatially
disintegrated and fragmented, operating in complex and
dynamic environment, predominantly composed of small
independent enterprises
 Business format and Complexities
➢ Diverse which include direct ownership by the chains,
franchising, management contracts, and consortium
 Globalization and Growth Strategies
➢ The increase in the global travel, market and
environmental trends led to the internationalization of
the hospitality industry
 Strategic Alliance – concentrate on core activities by
centralizing their marketing activities and provide competitive
strength and financial stability to stay in business
 Franchising – important option to expand its market
 Branding & Positioning – multiple branding also drives the
growth of hospitality companies
 Management Contracts – extremely cost effective method
entering the new markets as compared with asset acquisition
growth strategy
 Mergers & Acquisitions – gaining discrepancies between
company stock market price and what is perceived to their true
value, capitalizing on inefficient management, achieving
product line, diversification, benefiting from economies, and
taking advantage of unused tax shield
 Travel Agent
 Tour Operators
 Accommodation (Lodging & Catering)
 Various kinds of Transport
 Information & Guiding (Ancillary Services)
 Tourist Attraction
 Supervisory Travel Company Level
➢ These professionals have full decision making power and they lead the entire employees to work for
the growth and benefit of the company
1. Travel Company Director
2. Travel Chief Manager
3. President
4. Division Manager
5. Account Manager
6. Chief Executive Officer
7. Director – Marketing
8. Director - -Tour Planning
9. Senior Administrator
10. Chief Marketing Officer
11. Chief Finance Officer
12. Director – Planning & Coordination
13. Administrator
14. General Manager
15. Regional Manager
 Executive Travel Company Level
➢ Job duties involve managing as well as handling and taking care of the
team of professional under them while abiding by the orders of senior
1. Administrative Assistant
2. Senior Business Developer
3. Customer Service Manager
4. Appraiser
5. Business Developer Associate
6. Project Manager
7. Customer Service Associate
8. Business Analyst
9. Team Leaders
10. Assistant General Manager
 Operational Travel Company Level
➢ Professionals who interact on daily basis, face to face, with the clients of the company
1. Manager
2. Sales Manager
3. Tour Manager
4. Customer Sale Representative
5. Manager of Customer Billing
6. Marketing & Promotional Manager
7. Assistant Office Manager
8. Sales Agent
9. Consultant
10. Training Manager
11. Company Representative
12. Travel Executive
13. Clerk
14. Secretary
15. Receptionist
16. Associate
17. Intern