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Matakuliah : V0162 - Pengantar Industri Hospitality dan Pariwisata Tahun : 2008

Hospitality and Tourism in Perspective ( Wawasan dan Perspektif Industri Hospitality dan Pariwisata) Week 1. Matakuliah : V0162 - Pengantar Industri Hospitality dan Pariwisata Tahun : 2008. BIBLIOGRAPHY.

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Matakuliah : V0162 - Pengantar Industri Hospitality dan Pariwisata Tahun : 2008

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  1. Hospitality and Tourism in Perspective(Wawasan dan Perspektif Industri Hospitality dan Pariwisata) Week 1 Matakuliah : V0162 - Pengantar Industri Hospitality dan Pariwisata Tahun : 2008

  2. BIBLIOGRAPHY • Barrows, Clayton W. (2008), Introduction to the Hospitality Industry, 7th ed., New York: John Willey and Sons • Dittmer, Paul R. and Gerald G. Griffin (1997), Dimensions of the Hospitality Industry, An Introduction, 2nd ed, New York: Van Nostrand Reinhold • Jones, Peter (1996), Introduction to Hospitality Operation, London: Continuum • Lickorish, Leonard J. and Carson L. Jenkins (1997), An Introduction to Tourism, Oxford: Butterworth-Heinemann • Starr, Nora (2003), An Introduction to Travel, Tourism and Hospitality, 4th ed., New Jersey: Prentice Hall • Walker, John R. (2004), Introduction to Hospitality Management, New Jersey: Prentice Hall HO@0808

  3. Subject Definition of hospitality and tourism (Batasan hospitality dan pariwisata) Scope of hospitality and tourism (Ruang lingkup hospitality dan pariwisata) Nature and characteristics of hospitality and tourism industry (Sifat dan ciri khas industri hospitality dan pariwisata) Career opportunities in the hospitality and tourism industry (Peluang karir dalam industri hospitality dan pariwisata) HO@0808

  4. Hospitality and Tourism in PerspectiveWeek 1 Objectives: On completion of this lesson, the students will be able to: • Define hospitality and describe the scope of the hospitality industry • Explain the special features of hospitality operations • Identify the four key characteristics of hospitality operations • Name the prospect career of the hospitality and tourism industry HO@0808

  5. What is Hospitality? What is Tourism? HO@0808

  6. HospitalityWeek 1 • The word hospitality derived from the Latin word “Hospitare”, meaning “to receive as a guest”. • To receive as a guest implies to a host prepared to meet a guest’s basic requirements while that guest is away from home. • This requirements of a guest have traditionally been food, beverages and lodging or shelter. HO@0808

  7. What is Hospitality?Week 1 • The act or practice of being hospitable: the reception and entertainment of guests, visitors or strangers with liberality or goodwill (Oxford English Dictionary) • Hospitality is concerned with the provision of physiological and psychological comfort and security within defined levels of service (Nailon, 1982) • Hospitality is a harmonious mixture of food, beverage and/or shelter, physical environment and the behavior and attitude of people (Reuland and Cassee, 1983) HO@0808

  8. What is Hospitality?Week 1 • Hospitality is the people business of providing, security, physical and psychological comfort for reward (Lockwood and Jones, 1984) • The hospitality industry consists of all those businesses that give their customers any combination of the three core services of food, drink and accommodation, at an appropriate service level, within a physical and social environment that caters for their physiological, psychological and social needs (Litteljohn, 1990) HO@0808

  9. Two Key Elements of HospitalityWeek 1 • For hospitality to be delivered, there must be some interaction between the customer and service provider  without the customer, hospitality cannot be delivered • Hospitality consists of a complex mix of tangible and intangible elements of products - food, drink, entertainment and accommodation – and the service and atmosphere that surround them HO@0808

  10. Scope of the Hospitality IndustryWeek 1 The Lodging Segment Food and Beverage Segment HO@0808

  11. Tourism DefinedWeek 1 • Tourism is any activity, event or outcome arising from temporary visits (stays away from home) outside the normal place of residence, for any reason (purpose) other than furthering occupation remunerated from within the place visited (Leonard J. Lickorish and Carson L. Jenkins, 1997) • The entire industry of travel (hotels, transportation and other components) that serve the needs and wants of travelers HO@0808

  12. Travel and TourismWeek 1 Entertainment and Recreation Transportation Travel Agencies and Tour Operators HO@0808

  13. Special Features of Hospitality OperationsWeek 1 INTANGIBILITY HETEROGENEITY SIMULTANEITY PERISHABILITY HO@0808

  14. Special Features of Hospitality OperationsWeek 1 • INTANGIBILITY • Services are non-physical, • therefore they are hard to describe. • Customers do not know precisely • the nature of the service they book, • before they experience it HO@0808

  15. Special Features of Hospitality OperationsWeek 1 HETEROGENEITY Service outputs are heterogeneous The standard of performance may vary, especially where there is a high labour content HO@0808

  16. Special Features of Hospitality OperationsWeek 1 SIMULTANEITY The production and consumption occur at the same time Services cannot be measured or inspected before sale and provision to the customer HO@0808

  17. Special Features of Hospitality OperationsWeek 1 • PERISHABILITY • As they intangible, they can not be stored PERISHABLE • Therefore, today’s unsold services cannot be kept • for sales on the following days • Unsold service means a loss of earning • (opportunity to get profits) HO@0808

  18. Key CharacteristicsWeek 1 The critically of capacity utilization The central importance of the customer Complexity of operation The reliance on service contact staff

  19. The Central Importance of the CustomerWeek 1 • Customer is directly involved in many aspects • of the delivery of the hospitality industry • Customers create the demand pattern for the • operations HO@0808

  20. The Critically of Capacity UtilizationWeek 1 Balance between demand, resource scheduling, and operational capacity What happen is there are too few customers? Or too many customers without required capacity?What happen if there are too many staff on duty? Or too few staff on duty? HO@0808

  21. Complexity of OperationWeek 1 Coordinated team effort between different Functional groups of employees is important, in order to deliver an appropriate level of product and service quality consistently HO@0808

  22. Moments of TruthWeek 1 Contacts between customers and businesses that give customers impressions of the businesses and from which customers make judgements about the businesses (Jan Carlzon (Former President of Scandinavian Airlines), Moments of Truth, 1987) HO@0808

  23. The Reliance on Service Contact StaffWeek 1 Importance of the “moment of truth”  Interaction between the customers and the service provider HO@0808

  24. Nature and Characteristics of the Tourism Industry Week 1 • Tourism is an activity which exceeds conventional sectors in economy. There is a wide spectrum of inputs to create tourism; they are of the economic, social, cultural and environmental nature • Tourism outputs (products) have no common structure which represents the industry in every country; for example: • Entertainment varies between countries • The climate that attracts tourists to Jakarta differs from the climate that attracts tourists to North Europe • In some countries accommodation with bed and breakfast in private houses is available, but this type of accommodation is not available in Malaysia • In developed countries tourists can use buses or trains to travel; in indonesia most tourists travel by air HO@0808

  25. Career Opportunities Week 1 HO@0808

  26. THANK YOU AND HAVE A GOOD DAY HO@0808

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