Tourism Management Teaching material

1. XOXO
HOSPITALITY TOURISM & INDUSTRY
MANAJEMEN BISNIS
PARIWISATA

2. DEFINITION & CONCEPT
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Hospitality : "Warm reception of guests and strangers into one's home welcome; act of
being hospitable”
"Hospitality refers to the relationship process between a guest and a host, and it also
refers to the act or practice of being hospitable, that is, the reception and entertainment
of guests, visitors, or strangers, with liberality and goodwill”. (mengacu pada proses
hubungan antara tamu dan tuan rumah, dan juga mengacu pada tindakan atau praktek
yang ramah, yaitu penerimaan dan hiburan para tamu, pengunjung, atau orang asing,
dengan kemurahan dan goodwill ".)
Hospitality is the act of kindness in welcoming and looking after the basic needs of guests
or strangers, mainly in relation to food, drink and accommodation.
Hospitality is the relationship process, presentation, formality and procedure experienced
between a visitor/ customer/ guest and a host.
Hospitality : A term implies whereby a guest who is away from home is welcomed by a
host where basic necessities are provided such as food, beverages and lodging. The
term is derived from the Latin word „hospitaire‟, which means „to receive a guest‟.
Host: (1) a person who invites guests to a meal, a party, etc., (2) persons who has people
staying at their house, (3) a country, a city or an organization that holds and arranges a
special event
Dalam kaitannya dengan Tourism, yang dimaksud dengan Hospitality adalah keramahtamahan dari hati yang paling dalam, yang diberikan oleh masyarakat, maupun pelaku
bisnis pariwisata, ketika memberikan pelayanan kepada wisatawan, tanpa melihat dari
manapun asal wisatawan tersebut
“The local people are very hospitable to strangers”

3. HOSPITALITY INDUSTRY
 Travel and Tourism Industry: All businesses that cater to the needs of the
traveling public.
 Industri Pariwisata : serangkaian perusahaan yg satu sama lain terpisah,
sangat beraneka ragam dalam skala, fungsi, lokasi, dan bentuk organisasi,
namun mempunyai kaitan fungsional yang terpadu dalam menghasilkan
berbagai barang atau jasa bagi kebutuhan kepentingan wisatawan dalam
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perjalanan dan keperluan lainnya yg berkaitan.

4. XOXO
Travel and
Tourism
Industry
Hospitality Industry (Main
Sector)
Accommodation
F&B Operation
Transportation
Hospitality
Service
Retail Stores
Activities

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Hospitality industry is the field that specializes in delivering services to direct customers.
The hospitality industry ensures that the recipients are well treated to ensure that they
enjoy their leisure time to the maximum. Some of these fields include restaurants, flight
attendants as well as tour guiding.
Hospitality is the business relationship transmission between the visitor, guest, customer,
and host. This includes private dinner parties, hotel chains, restaurants, and casinos.
This also includes places like Disneyland. This industry makes billions each year from
disposable income.
The hospitality industry is service oriented, and is closely related to the tourism industry.
Some of business establishments under its umbrella are travel and tours, hotels and
restaurants, massage parlors and spas, music lounges and bars, nightclubs, theme
parks, and more.
hospitality industry : businesses such as hotels, bars, and restaurants that offer people
food, drink, or a place to sleep:
The hospitality industry is a broad category of fields within the service industry that
includes lodging, restaurants, event planning, theme parks, transportation, cruise line,
and additional fields within the tourism industry. The hospitality industry is a several
billion dollar industry that mostly depends on the availability of leisure time and
disposable income. A hospitality unit such as a restaurant, hotel, or even an amusement
park consists of multiple groups such as facility maintenance, direct operations
(servers, housekeepers, porters, kitchen workers, bartenders, etc.), management,
marketing, and human resources

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Hospitality is the relationship process, presentation, formality and procedure
experienced between a visitor/ customer/ guest and a host. This can be
in relation to a private dinner party or a hotel chain; it is basically the same thing
but on a different scale. Specifically, this includes the reception and entertainment
of those who require or invited to experience your service. This could include
dinner parties, reception staff, bar and waiting staff, concierge etc. It is very
important that a host shows unfaltering respect for their guests and understands
their individual needs and expectations. Taking all of which into account in order
to provide excellent customer service. The way in which different cultures and
subcultures expect to be treated in terms of the hospitality offered wavers greatly
and it is important that hospitality is measured in terms of what the customer
expects as opposed to what the staff expect
All sorts of premises and businesses are included in the hospitality service
industry, including hotels, casinos and purpose built destinations (e.g.
Disneyland). These are all similar in that they offer hospitality services at
numerous levels and will all strive to meet and excel their customers' needs.
The hospitality industry is worth many billions of dollars each year in the US
although it tends to depend on the availability of leisure time and
disposable income. The recession has obviously hit the hospitality industry, as it
has with most industries, although possibly not as much as it may have been
expected. Considering the hospitality industry relies generally
ondisposable income and leisure time, it is doing a good job of riding out the
recession.

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Hospitality means providing services and welcoming strangers without expecting
any thing in return. Here if you see and redefine the words Hospital
and Hospitality it will give you the same answer. In Hospital a Doctor takes care of
a Stranger who comes to him without knowing who is in front of him with his
physical problem and expects that he will be taken care properly without any
doubt. The patient expects that the right type of treatment is given from the time
he comes to the Hospital till he is discharged. Same is with Hospitality. When a
strangers walks in who is your Guest he expects a proper welcome with a smile
and he is taken care with Proper accommodation, Food and Beverage till he
checks out. The stay must be memorable and he should feel fit and fine with the
services provided..
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Hospitality frequently refers to the hospitality industry jobs
for hotels,restaurants, casinos, catering, resorts, clubs and any other service
position that deals with tourists." Along with all of this.
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8. CONCLUSION
 Hospitality Industry: Refers primarily to businesses that provide
accommodations and food services for people when they are away from their
homes.
 Hospitality Industry : industri yang terdiri badan usaha makanan, minuman,
penginapan (kombinasi dari hal-hal tsb diatas) yang disediakan untuk para
wisatawan selama mereka tinggal di tujuan/daerah tujuan wisata.
 The hospitality industry is part of the travel and tourism industry, Hospitality
Industry includes : Accommodations, Food services & Other hospitality operations.
 One goal in common: to provide necessary or desired products and services to
travellers.
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The hospitality industry mainly consists of 2 main sector :
- Accommodation
- Food and beverage services.

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Scope of the Hospitality, Travel &Tourism Industry

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INDICATORS OF HOSPITALITY INDUSTRY
 Quality
 Continuity
 Balance

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CHARACTERISTICS OF HOSPITALITY
INDUSTRY
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Open 365 days a year and 24 hours a day, longer working hours and work
includes weekends and holidays (No such thing as business hours
Hospitality operations run on a 24 hour basis all year round)
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Depends heavily on shift work/pembagian kerja menurut Shift
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intangibles (service) & Perishable(product) ;production and consumption
takes place at the same time with the guest present, Strives for guest
satisfaction.
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Still relatively labor intensive/ tergantung pada tenaga manusia

12. Melayani Wisatawan Secara Profesional
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Pelayanan terhadap wisatawan yang masih berada di negara asal
Pelayanan di bandara oleh petugas bea cukai (custom), imigrasi (immigration),
dan karantina (quarantine)
Pelayanan antar jemput
Pelayanan di Hotel
Pelayanan Tour oleh para Pemandu Wisata
Pelayanan di Restoran
Pelayanan di tempat-tempat hiburan
Pelayanan di pusat-pusat perbelanjaan
Pelayanan ketika wisatawan membutuhkan souvenir
Pelayanan Packing and Shipping
Pelayanan yang bersifat sangat pribadi
Pelayanan ketika wisatawan balik lagi ke negara asalnya
Pelayanan ketika wisatawan sudah sampai di negara asalnya

13. CIRI-CIRI PERJALANAN WISATA DAN
DAMPAKNYA TERHADAP PELAYANAN
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Menimbulkan berbagai gejala, antara lain: gejala ekonomi, budaya, sosial, politik,
yang bersifat global
Perjalanan yang dilakukan bersifat sementara
Perjalanan yang dilakukan umumnya bertujuan untuk bersenang-senang
Perjalanan yang dilakukan oleh wisatawan membutuhkan waktu dan senantiasa
diikuti dengan pengeluaran
Selama menikmati perjalanan, wisatawan senantiasa membutuhkan sesuatu yang
berbeda dari apa yang mereka miliki
Membutuhkan tenaga pelayan yang benar-benar kompeten dalam melaksanakan
tugas-tugas pelayanan
Selalu mengharapkan lebih

14. “Seven Deadly Sins of Service”
1. Apathy (absence of passion)
2. Brush-off (To ignore or behave coldly toward)
3. Coldness
4. Condescension (lack of respect)
5. Robotics
6. Rule book
7. Runaround (form of evasive excuses )
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Sifat Pelayanan yang diharapkan oleh
wisatawan
 Pleasantness, artinya: pelayanan yang diberikan harus
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menyenangkan
Eagerness to help people, artinya: adanya keinginan
yang kuat untuk menolong orang lain
Respect for other people, artinya: menghormati setiap
orang dilayani
Sense of responsibility, artinya: mempunyai rasa
tanggung jawab yang tinggi
Orderly mind, artinya: memiliki jalan pikiran yang teratur
dalam memilih metode pelayanan yang terbaik
Neatness, artinya: setiap saat berpenampilan sangat
rapi, khususnya ketika memberi pelayanan
Accuracy in everything done, artinya: memiliki
ketelitian yang sangat tinggi dalam memberikan
pelayanan
Loyalty, artinya setia dalam melaksanakan tugas
pelayanan

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CONTINUATION
 Intelligence use of common sense at all time, artinya:
Senantiasa menggunakan akal sehat dalam memahami orang lain
khususnya dalam memberikan pelayanan
 Tact saying and doing the right thing at the right time, artinya:
berbicara secara bijaksana dan melakukan segala asesuatu
secara tepat, pada saat yang tepat
 Yearning to be a good service clerk, artinya: adanya keinginan
yang sangat kuat untuk menjadi pelayan yang baik

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Sepuluh Prinsip Mengenai
Wisatawan yang Dilayani
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Wisatawan adalah orang yang paling penting dalam urusan kita
Wisatawan tidak tergantung kepada kita, tetapi kitalah yang tergantung
kepada mereka
Wisatawan tidak pernah menggangu pekerjaan kita, tetapi merekalah tujuan
pekerjaan kita
Wisatawan membantu kita dengan menghubungi kita, kita tidak menolong
mereka dengan melayani mereka
Wisatawan adalah bagian dari bisnis kita, mereka bukan “orang luar” dari
bisnis kita
Wisatawan bukanlah benda yang dapat dihitung dengan statistik, mereka
adalah manusia yang hidup dan mempunyai perasaan
Wisatawan bukanlah seseorang yang dapat didebat dan dipermainkan
Wisatawan adalah orang yang datang dengan kebutuhan dan sudah
merupakan tugas kita untuk memenuhi kebutuhan mereka
Wisatawan pantas mendapatkan pelayanan kita yang paling baik dan
memuaskan
Wisatawan adalah darah dari kehidupan bisnis kita

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For Success in Service We Need to:
 Focus on the guest
 Understand the role of the guest-contact
employee
 Weave a service culture into education and
training systems
 Thrive on change

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MANAJEMEN BISNIS
PARIWISATA
ACCOMODATION SECTOR

20. XOXO
Travel and
Tourism
Industry
Hospitality Industry (Main
Sector)
Accommodation
F&B Operation
Transportation
Hospitality
Service
Retail Stores
Activities

21. XOXO
CONCEPT
 The hospitality industry is part of the travel and tourism
industry, Hospitality Industry includes : Accommodations,
Food services & Other hospitality operations.
 One goal in common: to provide necessary or desired
products and services to travellers.
 The hospitality industry mainly consists of 2 main sector :
- Accommodation ; To provide accommodation (and
usually food and drink) to people who for whatever
reason are away from home
- Food and beverage services ;To provide food and
beverage to local, commuting, transient, customers and
tourists

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ACCOMODATION SECTOR
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There is no generic rule for classifying accommodation establishments
globally. One method is to divide accommodation into two main
groups:
- Non-commercial
- Commercial

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TYPES & KINDS OF ACCOMODATION
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Motel
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Ranch
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Private Home
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Lodge
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Home of Friend or Relatives
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Chalet
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Self Catering
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Tree Lodge
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Bed & Breakfast (B&B)
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Undersea Lodge
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Hostel
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Train Cabin
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Guest House
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Campgrounds
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Home Stay
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Caravan
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Dormitory
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Ryokan
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Boarding House
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Minshuku
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Shelter
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Cave Hotel
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Limited Service-Lodging
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Capsule Hotel
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Extended Service-Lodging
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Ice Hotel
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Condominiums(condo)
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Hotels
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Timeshares
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Resort
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Apartments/flats

24.  Motel is a type of hotel in which
parking is provided at or near
room and the room door gives out
onto the parking lot. Usually do
not have full dining facilities or
provide luggage assistance
 Private Home
A private home not dedicated for
full time occupation of guests, but
is a private house or apartment
which is temporarily available for
rental, often during peak tourism
seasons.
 Home of Friend Or Relatives
Place of friend/relatives where the
tourist staying for mean time while
spending time there for
holiday/vacation
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Self-Catering
A self catering establishment may be
primarily one of the other accommodation
types, but also offers dedicated self catering
facilities. The unit should feature a fully
equipped kitchen to cater for the maximum
people to be accommodated (including fridge,
stove, cutlery, crockery, cooking utensils,
cleaning equipment).The kitchen should be
for the exclusive use of the guests, and not
shared.
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Bed & Breakfast
They are usually family-owned. They are
private homes whose owner lives on or near
the premises and rents out rooms to
overnight guests. The paid accommodation
typically includes breakfast. A popular term is
“B&Bs” (i.e. bed and breakfast provided). The
host often provides guests with assistance
regarding directions, and information
regarding the local area including sightseeing
suggestions. It is usually located in rural
areas and villages.

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Hostel
A hostel establishment is aimed at the
budget traveler (Backpacker) and generally
attracts a younger clientele. Bedrooms are
in a dormitory style (shared) and bathrooms
are shared, although private bedrooms may
be available. Light meals may be available in
addition to the room rate. An inexpensive
alternative for students and budget travelers.
Offer low-costing lodging, Common toilets,
kitchen and bathing facilities are shared by
all rooms on the floor.
Guest House
A guesthouse is generally a private home
which has been converted for the dedicated
and exclusive use of guest accommodation.
The public areas of the establishment are for
the exclusive use of the guests. The owner
or manager either lives off-site, or in an
entirely separate area within the property. A
Guesthouse offers a wider range of services
than a B&B, and usually caters for all meals.
A guest house is a kind of lodging. In some
parts of the world a guest house is similar to
a hostel, bed and breakfast, or inn whereas
in other parts of the world, guest houses are
a type of inexpensive hotel-like lodging

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HomeStay
Place to stay abroad for
traveller or tourist which hosted
by local family/residence.
Mostly used by foreign
exchange student
Dormitory
a large bedroom for a number
of people in a school or
institution, or a university/
college hall of residence
Boarding House
a private house in which
accommodation and meals are
provided for paying guests, its
also a house for boarders at a
school
Shelter
place that provides food and
protection for people or
animals that need assistance,
such a stray animal or
homeless people

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Limited-service Lodging
Modestly sized and economically
priced properties. Have rooms that
open onto an interior hallway. Rooms
are simple with continental breakfast
included. Tend to be situated near
popularly prices restaurants, fast-food
outlets and/or shopping centre's.
Rarely have pools or exercise facilities
Extended-stay lodging
Appeal to those who need lodging for
a week or more. Tend to be spacious
and often resemble small apartments
with kitchenettes, example like hotel
apartment/flats. Attract business
people on lengthy business trips.
Condominiums (Condo)
A type of ownership in real property
where all of the owners own the
property, common areas and buildings
together, with the exception of the
interior of the unit to which they have
title. Individuals own each unit and
also pay fees for upkeep, security,
landscaping and maintenance. Can be
rented out when owners are not in
residence

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Timeshares
Similar to condominiums, owners
do not purchase individual units but
they own a certain amount of yearly
time at the property.
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Apartments/flats
A room or suite of rooms designed
as a residence and generally
located in a building occupied by
more than one household, usually
one of several forming a suite, esp
one that is spacious and well
furnished and used as living
accommodation, offices, etc
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Ranch
A unique form of lodging, Convey a
theme of American West. Usually
located in the resort areas featuring
horseback riding, cattle roundups,
outdoor barbeques and other cowboy type activities.

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Lodge
A lodge is an accommodation facility
which is located and designed to
optimize the feeling of being closely
in touch with nature. The building
style should feature natural materials
and colouring such as wood, stone
and thatch. An outdoor experience
should be offered at the lodge, such
as guided walks, game drives etc.
Lodges are usually rural, naturedominated settings (e.g. national
parks) or exotic places (e.g. the
African wilderness)
Chalet
A wooden dwelling with a sloping
roof,.They are self-catering
accommodation in a private
bungalow, usually rented to
prestigious or renowned guests,
common in Switzerland and other
Alpine regions. In many cases, it
refers to a small cottage with an
overhanging roof in a seaside resort,
e.g. Beach houses, ,
Tree Lodge
Accommodation built on a tree,
commonly found in Africa or near a
national park.

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Undersea Lodge
Accommodation in the
sea where you can
view marine life, found
in Florida.
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Train cabin
Accommodation in the
train, normally for long
journey travel. Also
know as a "berth"
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Campgrounds
a place where you can
pitch tents and enjoy
the natural scenery
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Caravan
A vehicle that consists
of beds, toilets and
kitchen. Good for long
distance travel, very
popular in Europe &
USA

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Ryokan
It is a traditional Japanesestyle hotel with high quality
service, and often furnished
with Japanese-style hot
spring baths called "Onsen".
High standard Japanesestyle breakfast and dinner
are often included in the
relatively expensive
accommodation fee
Minshuku
It is cozier and small type of
Japanese inn which is
usually more affordable than
Ryokan. Often family-run,
have a chance to mingle with
other guests and the owner,
enabling to get a close
glimpse into Japanese daily
lives. A homely breakfast and
dinner are served and may
also have a choice of just
paying for the bed, and not
including the meals.

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Cave Hotel
Accommodation in a cave.
Commonly found in Greece,
Turkey, Spain & Australia
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Capsule Hotels
Very popular in Japan, They
are a little bigger than a coffin.
They are commonly found
around they city, near train
stations, men who miss the last
train home or just aren't sober
enough to go home.
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Ice Hotel
It is like a big igloo built from
enormous blocks of ice, very
popular in Canada, Sweden
and Finland. The hotel is a
constant -6C inside and the
outside temperatures can drop
to more then -50C. The rooms
are decorated with lovely
carvings in the ice.

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Resorts
Cater primarily to leisure
travelers. Generally found in four
environments: at the beach, near
ski areas, in the desert and near
(or even in) theme parks and
attractions. Usually have facilities
for recreational activities such as
a swimming pool, tennis courts,
golf course and one or two
dinning facilities. When a resort is
especially large, with many
facilities and activities covering
acres of land, it is called a megaresort
Different Kinds of resorts:
1. A spa resort- Provides
extensive facilities for massages,
facials, fitness activities and
healthy dining.
2. A ski resort-provides a site
and facilities to serve the needs of
winter sports enthusiasts.
3. A themed resort- One that has
a strong identity. Often tied to
some other place and time,
Examples include the Taj Mahal in
Atlantic City and Disney's Animal
Kingdom Lodge. An all inclusive
resort, charges one price that
includes most or all of the costs of
staying there.

35. HOTEL
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Hotel
A hotel is generally the largest of all
accommodation types. There is
typically a common reception area, and
rooms generally open directly onto a
hallway.
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Hotel adalah akomodasi yang
menyediakan penginapan, makan dan
minum yang bersifat komersial
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Hotel adalah perusahaan atau badan
usaha akomodasi yang menyediakan
pelayanan jasa penginapan, penyedia
makanan dan minuman serta fasilitas
jasa lainnya dimana semua pelayanan
itu diperuntukkan bagi masyarakat
umum, baik mereka yang bermalam di
hotel tersebut ataupun mereka yang
hanya menggunakan fasilitas tertentu
yang dimiliki hotel itu
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Hotel adalah Salah satu jenis
akomodasi yang mempergunakan
sebagian atau keseluruhan bagian
untuk jasa pelayanan penginapan,
penyedia makanan dan minuman
serta jasa lainnya bagi masyarakat
umum yang dikelola secara komersil
(Keputusan Menteri Parpostel no Km
94/HK103/MPPT 1987)
The on-site restaurant and other
facilities are more accessible to the
public than the other accommodation
types. A wide range of guest services
is available, such as room service.
Hotels are often members of larger
hotel groups, and a similar
accommodation experience may be
available in different establishments
within the group. Can be classified into
star system (1-7). A structure that
provides sleeping accommodation to
travelers and that usually features
dining facilities and daily housekeeping
service

36. CLASSIFICATION OF HOTELS
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Hotel can be classified by :
- Location
- Function
- Market segment:
- Distinctiveness of property:
- Size
- Rating (grading)/Star System
- Levels of Service
- Ownership and affiliation.

37. BASED ON LOCATION
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City Centre Hotels
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These hotels are located within the heart of
a city. The type may vary greatly from
business, suites, residential economy, midscale to luxury. These hotels are more
expensive than the suburban hotels. These
hotels are patronized by business men and
high income tourists. These hotels are
centrally located and at a convenient
distance from markets, railway station,etc.
Suburban Hotels
Tend to be smaller properties which usually
provide full-service, and locate in suburban
area. These hotels are located in the
suburb of cities, moderately priced and are
of mostly medium, large or small size.
Normally these hotels are patronized by
low budget tourists. The tourists who do not
want to stay in the heart of city as they
want to be away from hustle and bustle of
city, prefer these hotels. Usually writers,
poets, low budget tourists etc prefer to stay
at suburban hotels.
Airport Hotels
These hotels are designed especially to
accommodate air travelers. They offer
a mix of facilities and amenities. The
majority offer guests transportation to
and from the airport. These are Hotels
located near the Airports, especially
international airports. Airport Hotels are
popular because of their proximity to
major travel centers. Airport Hotels vary
widely in size and level of services.
Typical target market includes business
clientele, airline passengers with
overnight travel layovers or canceled
flights and airline personnel. Hotel
owned courtesy vans often transport
guests between the hotel and the
airport.