5. TOURISM
• Tourism comprises all
the activities of
travelers who
travelling to and
staying in places
outside their usual
residence not more
than one consecutive
year for leisure,
business or other
purposes other than
remunerated within
the place traveler
visited.
6. HOSPITALIT
Y
• Hospitality is cordial, generous
reception and entertainment of
guests, strangers, visitors either
commercially or socially
7. RELATIONSHIP BETWEEN TOURISM AND
HOSPITALITY
Tourism Hospitality
Accommodating Lodging establishments
Dining Restaurants
Drinking Pubs, Coffee houses
Traveling Travel agencies
Information Guide services
8. RELATIONSHIP BETWEEN TOURISM AND
HOSPITALITY
Tourism
HospitalityHospitality
Lodging Food and
Beverage
outlets
Travel
ActivitiesofTravelers
Service providers for tourismService providers for tourism
10. HOTEL
• Hotel is a multi-unit
commercial
establishment that
provides
commercial housing
for guests usually
without a private
kitchen
11. DEFINITIONS OF KEY TERMS
• MULTI-UNIT
– Hotel usually has 4 basic units, called Front
desk, Housekeeping, Food and Beverage and
Kitchen
• WITHOUT A PRIVATE KITCHEN
– Hotels usually do not provide in-room kitchen
facilities but there are obvious exceptions.
• COMMERCIAL ESTABLISHMENT
– Hotels are generally for profit establishments.
19. Definitions
• The atrium concept, an architectural design in
which guest rooms overlook the lobby from
the first floor to the roof, was first used in the
1960s by Hyatt Hotels.
• The limited service concept—hotels built with
guest room accommodations and limited food
service and meeting space—became
prominent in the early 1980s, when many of
the major chains adopted this way to serve
business travelers and travelers on a limited
budget.
23. Early History
“Resting Places”In Middle Eastern Routes For Caravanserais
“Abbeys”
In Middle Ages
Provide Accommodation For Pilgrims
(i.e. Inns)
24. Early History
“Resting Places”Multiplied
In Middle Ages
But did not provide meals
“Resting Places”
Famous
• l' Auberge des Trois Rois in Basle
• l' Auberge Cour Saint Georges in Belgium
• Angel Inn in England
30. Start of the hotels
City HotelsStarted in
New York and Copenhagen
In the 16th
Century
The 1st
of its kind
Royal Hotel
in London
Started in 1800s
Holiday
ResortsBegan to flourish in French-Italian
Riviera
32. 3 major epochs of hotels
1860-1960
1960-1990
1990-Present
Grand hotel concept
Scientific approach
Customized age
33. Year Highlight Description
1829 The Tremont House,
Boston
The 1st
Deluxe Hotel in a
city center, it offered in-
house toilets, lock-on the
doors and A la Carte
1835 Holt Hotel, New York 1st
to provide lift for guest
luggage
New York Hotel 1st
to provide private
bathrooms
1859 Avenue Hotel, New York 1st
to provide lift for guests
1870 Palmar House
Hotel,Chicago
1st
Hotel to have fire-
resistant
1890 Le Grand Hotel, Paris 1st
Hotel to be equipped
with electric lighting
34. Year Highlight Description
1880 Sangamore Hotel, New
York
The 1st
to provide
electricity for all rooms
1890 Lausanne, Switzerland 1st
Hotel School
Netherland Hotel, New
York
The 1st
to provide in room
telephone
1919 Ritz Hotel, Barcelona 1st
to provide hot and cold
water in the bathrooms
1920s Introduced Standard
Operating Procedures
(SOPs)
35. Technology Advances
Year Development
1846 Central Heating
1859 Elevator
1881 Electronic Lights
1907 In-room telephone
1927 In-room radio
1940 Air-conditioning
1950 Electric Elevator
1958 Free television
1964 Computerized Central Reservation System
1970 EFTPOS, Color TVs
1973 Free-In room movies (Sheraton)
1980s PMS, In room guest check-out
1983 In room guest personal computer, Call Accounting
36. Technology Advances
Year Development
1990s On demand movies, Interactive Video
Games, Internet Reservation, interactive
weather reports
1995 The first room management system launched
2000s Wireless technology, VIP Check-in,
Marketing Guest Profile, Bell Staff baggage
handling, Wi-Fi “Hot Spots”
38. Factors affecting industry
boom in 1970s-80s
• The will of the airline companies to
extend their efforts in the domain of
hotels.
• Sudden prosperity due to black gold in
The Middle East.
• Growth of business travel.
• Expansion of Hotel Chains.
• China open the door for foreign tourists.
39. Factors affecting industry
boom
• Inventive and more concentrated
marketing efforts were encouraged.
• The 1st
Property Management System
appeared.
• Hotel Industry become more
competitive.
• Business people and retired persons
became key customers
40. 1990s
• 1990s started with recession due to gulf
war and reduction in travel budgets.
• 1991 considered as black year for hotel
industry.
• In 1990s Sri Lankan hotels also suffering
from consequences of black July in 1983
and after a decade in 1992 Aitken
Spence Hotels embarked Heritance
Kandalama which has been a landmark
in Sri Lankan Hotel industry.
41. 1990s
• Recession force hoteliers to become
more creative in finding ways to attract
guests.(Special programs, Incentives,
etc.)
• Environment and energy conservation
played a key role in 1990s.
• More sophisticated reservation systems.
• Tendency toward merging and
acquisition.
• Obsessed with Star rating.
43. Guess what?
THERE ARE 211 STEPS TO
CLEAN A GUEST ROOM
AND 55 STEPS TO CLEAN A
BATHROOM PROPRELY
44. Today
• Technology becomes a key player in hotel industry.
(EFTPOS systems, PMS, etc.)
• More customer oriented than the past. i.e. Customized
• Traditional duties of front of the house and back of the
house are combined.
• Social media becomes the key marketing tool for
hotels. (Trip Advisor, Facebook, Twitter, etc.)
• Concerns with hygiene and sanitation.
• Service quality is considered as the top priority rather
than ambience and size. (TQM)
• Growing emphasis on Revenue Management
techniques. (RevPAR, GOPPar)
45. Comparison
Criteria Past Present
Offerings Primary
Room sales
Banquet
Food and beverage
Secondary
Primary + Ancillary
services such as
Valet, Wi-Fi, movie
rentals, etc.
Prime
orientation
Profit
maximization
Guest
satisfaction
Ownership Independent
owners
Chain or
franchisee
Technology Manual Semi or fully
auto-mated
Standards Strictly Flexibly
46. References
• Hotels; A brief history - by Jacques levy-Bonvin,
Hospitalitynet.com
• Hotel front office management 2007, fourth edition, by
James A. Bardi, the Pennsylvania state university
• Hotel management and operations, 4th
Edition, by Denney
G. Rutherford & Michael J. O’Fallon, John Wiley & sons,
Inc.
• Hotel Housekeeping; Operations and Management, 2nd
Edition, By G. Raghubalan & Smritee Raghubalan
