CHAPTER 1

TOURISM and HOSPITALITY

OVERVIEW
Prepared by
ROLLY CHRISTIAN BIADO GATON
 OBJECTIVES
• Provide an overview of the different sectors comprising tourism and
hospitality industry.
• Discuss the tourism value chain and the relations of the sectors in
providing their services to guests/tourists.
• Discuss the characteristics of tourism and hospitality industry.
• Provide understanding regarding service.
 DEFINITION
• TOURISM
• (Goeldner and Ritchie, 2006) Defined as the process, activities, and outcomes arising the
relationships and the interactions among tourists, tourism suppliers, host governments,
host communities, and surrounding environment that are involved in the attracting and
hosting of visitors.

• (Kelly and Nankervis, 2001) Refers to the tourism industry as full range of commercial
and non-commercial activities dedicated to encouraging, facilitating, and responding to
the demand of the tourists.

• (United Nations World Tourism Organization) Tourism defined as the activities of a

persons travelling to and staying in places outside their usual environment for not more
than one year for leisure, business and other purposes.
 Definition using 5W's and 1H
WHAT ACTIVITIES
Deals with actions, events, undertakings or experiences of visitors.

WHO PERSON/S
Doer of the action.

WHERE PLACES OUTSIDE THEIR USUAL ENVIRONMENT

Destination of the traveler.

WHEN FOR NOT MORE THAN ONE YEAR

Sets a time limit for people engaged in tourism.

WHY FOR LEISURE, BUSINESS, AND OTHER PURPOSE

Reasons beyond what are included.

HOW TRAVELING TO AND STAYING

Person must spend time in the area visited to be considered as part of tourism
• HOSPITALITY
• Derived from the Latin word “HOSPES” which means “HOST”.

• Hospitality is essentially the relationship between the host and the guest, wherein
the host receives the guests with goodwill, including the reception and
entertainment.

• It consists of businesses and institutions that provide lodging food and other
services.

Brief History:
Homeric Ages----------------Xenios Zues
 PARTS/SIGNIFICANT

CROWN
Royalty and Highness

THORN
Imperfection and Protection

BODY
Friendliness, Firm and Acceptance

EYES
Alertness/Attentiveness

STEM
Quality and Balance
INTERRALATED NATURE OF
HOSPITALITY AND TOURISM
 CHARACTERISTICS OF
HOSPITALITY AND TOURISM SERVICES
Intangibility
Intangibility
Can’t be seen, tasted, felt, heard,
or smelled before purchase.

Inseparability
Inseparability
Can’t be separated from service
providers.
Variability
Variability
Quality depends on who provides
them and when, where and how.
Perishability
Perishability
Can’t be stored for later sale or use.
WHAT IS SERVICE?
It is a type of economic activity that is intangible, is not owned and does
not result in ownership. it is consumed at the point of sale
 SEVEN DEADLY SINS IN SERVICE
APATHY “I Don't Know” Simply not caring about a customer’s
problem.

BRUSH- OFF “I Don't Care” Always snobbing customers/guests.

COLDNESS “I Don't Like You” This is apathy and the brush-off
combined and at their worst. They are
not in the mood to serve.

CONDESCENSION “I Know It All” Never talk down to customers. Acting as

supior

ROBOTISM “We Don't Want Your Kind Here” Avoiding interaction with the customer

RULE BOOK “Don't Come Back” By-the-book. No considerations.

RUN-AROUND “Hurry Up and Wait” Delaying actions or requests.