Chapter 11

The Hospitality Industry

 Learning Outcomes
 Recall advice from professionals working in hospitality
professions
 Remember key terms, events, and people that relate to the
past and present in hospitality professions
 Recognize and explain concepts and models related to
professional practice in hospitality professions
 Learning Outcomes cont.
 Recall facts about the passions, pay and perks, possibilities,
and preparation related to hospitality careers in general and
the specific career areas of:

• Lodging industry

• Restaurant industry

• Cruise industry
 Summarize future opportunities and challenges facing
hospitality professionals
 The Big World of Hospitality
 The hospitality industry is comprised of businesses such as
hotels, resorts, cruise ships, and clubs and restaurants that
provide food, beverages, accommodations, and
entertainment to guests
 The hospitality industry can be found just about everywhere.
 There are exciting career opportunities for people with a
variety of backgrounds, experiences, skills, talents, and
personalities.
 Origins of the Hospitality Industry
 Early travelers relied upon the hospitality of others who
opened their doors and gave them a place to stay and a meal
 Entrepreneurs saw an opportunity and built facilities offering
dining or lodging or both
 The industrial age led to people having more leisure time and
disposable income
 Henry Ford built the Model T, which was the first affordable
car for the average family.
 Origins of the Hospitality Industry
 World War II was a catalyst for travel and the hospitality
industry boomed during the 20th century
 GIs saw different parts of the world and wanted to return with
their families
 The U.S. Interstate Highway System was constructed
 Surplus planes from the war launched the airline industry
 The Hospitality
Industry Today
 Part of day-to-day life in America
 1/3 of all meals in the U.S. are eaten away from home
 Wide variety of dining and lodging options
 Interval ownership has grown in popularity
 Cruise ships are becoming a common vacation destination
 Today’s consumers eat out on a regular basis, are well traveled,
and have high expectations
General Info about Careers in the
Hospitality Industry
 Most jobs look glamorous, especially in upscale settings, but
be aware there is a lot of hard work going on behind the
scenes
 Employees and owners work long hours, evenings,
weekends, and holidays (when others want to play)
 Even when customer service problems are difficult, you must
be able to maintain friendly, prompt service—even when
you’re tired and stressed!
 A wide variety of career options are available
General Info about Careers in the
Hospitality Industry
 The hospitality industry is primarily a “people” business.
 The work is constantly different and challenging because
you work with many different types of guests and interact
with people from different cultures.
 Salaries vary greatly, but many employees can increase their
income with gratuities (tips).
 If you love travel and exotic people, places, and things this
might be the industry for you
 Preparation for the Hospitality
Industry
 Many hotels, resorts, conference centers, and cruise ships
have recreation departments
 Commercial recreation programs offer excellent training
 Some academic programs have specific focus areas:
 Hotel management
 Restaurant management
 Culinary preparation
 Some specialize in casinos, conference facilities, golf courses,
destination resorts and/or cruise lines
 Career Areas in the Hospitality
Industry
 The lodging industry caters to tourists and corporate
travelers. Lodging properties range from bed & breakfasts to
full-service hotels
 The restaurant industry has jobs everywhere around the
world ranging from cafeterias, coffee shops, fast food, casual
theme restaurants to fine dining.
 The cruise industry offers career opportunities at land (e.g.
planning, purchasing, sales, marketing) and at sea (e.g.
working aboard a ship).
 Lodging Industry
 Passions: Interests includes travel and luxury. Enjoy making people
happy.

 Pays and Perks: Salaries vary based on position, size of property and
service level

 Preparation: Get a job in the lodging industry while in school. Recruiters

like to see students who have hands-on experience.

 Possibilities: Large range of opportunities from small motor inns to huge

casino hotels with many options, including:
Front office, uniformed service, food and beverage, recreation programming,
marketing and sales, housekeeping, account management, revenue
management, human resource management
 Major Career Areas in
Hospitality Industry
Restaurant Industry
Passions: Love food preparing and/or sharing

Pay and Perks: Many attract volunteers, no compensation. Full-time staff

can be paid salaries.

Preparation: Business, legal, or scientific credentials.

Possibilities: Operate at international, national, and local levels. There are
many options, including:
Hosts and hostesses; waiters and waitresses/Servers; dining room attendants;
chefs, cooks and kitchen workers
 Major Career Areas in
Hospitality Industry
Cruise Industry
Passions: Like to work with multinational professionals to create memorable
experiences
Pay and Perks: Some positions are primarily paid with gratuities, others have
salaries. All positions on ships include room and board in stipend.
Preparation: Gain hospitality experience by working in a restaurant or hotel.
Cruise ships do not typically offer summer internships.
Possibilities: Can work onboard ships or shore side. There are a number of
options, including:
Land-based jobs in reservations, purchasing, travel agent and meeting planning as
well as sea-based jobs such as purser, steward, cruise director, and shore excursion
desk agent
 Certifications That Ensure Professionalism in the
Hospitality Industry
 Certified Hotel Administrator (CHA)
 Certified Lodging Manager (CLM)
 Certified Food and Beverage Executive (CFBE)
 Certified Hospitality Technology Professional (CHTP)
 Certified Hospitality Accountant Executive (CHAE)
 ServSafe (food and alcohol services safety training)
 Future Opportunities in
Hospitality Industry
 The hospitality industry is always evolving
 from $5.00 meals
 to $1,000/night hotel room
 Cruise ships are getting larger

 Changes in legislation have brought about growth in the gaming industry

 New opportunities arise to meet the needs of adventurers and novelty

seekers (e.g. an underwater resort in Dubai and Virgin Galactic’s space
exploration

 Third places such as local coffee shops, tea bars, and small trendy cafes
continue to open
 In Review
A heavily government-controlled hospitality industry with great
potential for growth is:

a. The lodging industry

b. The cruise industry
c. The gaming industry
d. The restaurant industry
 In Review
Employee quarters on a cruise ship include all of the following
except:

a. An employee swimming pool

b. An employee gym
c. A employee bar
d. All of the above are commonly found in the employee quarters
of a cruise ship
 In Review
1. The ___________________ is responsible for forecasting
future demands, and setting pricing strategies for a hotel.

a. Controller or accounting manager

b. Front office manager
c. Revenue manager
d. Sales manager
 In Review
1. Today’s consumer:

a. Eats out on a regular basis

b. Is well traveled
c. Has high expectation of hospitality experiences
d. All of the above