1. business and industrial
2. hospitality industry

Matakuliah : V0162 - Pengantar Industri Hospitality dan
Pariwisata
Tahun
: 2008
Hospitality and Tourism in Perspective
(Wawasan dan Perspektif Industri Hospitality dan Pariwisata)
Week 1
BIBLIOGRAPHY
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Bina Nusantara
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
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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)
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Hospitality and Tourism in Perspective
Week 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
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What is Hospitality?
What is Tourism?
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Hospitality
Week 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.
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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)
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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)
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Two Key Elements of Hospitality
Week 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
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Scope of the Hospitality Industry
Week 1
The Lodging
Segment
Food and Beverage
Segment
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Tourism Defined
Week 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
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Travel and Tourism
Week 1
Entertainment
and Recreation
Transportation
Travel Agencies
and Tour Operators
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Special Features of Hospitality Operations
Week 1
INTANGIBILITY
HETEROGENEITY
SIMULTANEITY
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PERISHABILITY
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Special Features of Hospitality Operations
Week 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
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Special Features of Hospitality Operations
Week 1
HETEROGENEITY
Service outputs are heterogeneous
The standard of performance may vary,
especially where there is a high
labour content
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Special Features of Hospitality Operations
Week 1
SIMULTANEITY
The production and consumption occur at the same time
Services cannot be measured or inspected
before sale and provision to the customer
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Special Features of Hospitality Operations
Week 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)
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Key Characteristics
Week 1
The central importance
of the customer
The critically of capacity
utilization
Complexity of
operation
The reliance on service
contact staff
The Central Importance of the Customer
Week 1
• Customer is directly involved in many aspects
of the delivery of the hospitality industry
• Customers create the demand pattern for the
operations
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The Critically of Capacity Utilization
Week 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?
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Complexity of Operation
Week 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
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Moments of Truth
Week 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)
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The Reliance on Service Contact Staff
Week 1
Importance of the “moment of truth” 
Interaction between the customers
and the service provider
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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
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Career Opportunities
Week 1
Career
Opportunity
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Areas of Business
Hospitality
Hotels
Restaurants
Bars, pubs, clubs, cafes
Holiday resorts and spa
Casinos
Catering and food service organizations
Convention and conference centres
Shipping or cruise liners
Tourism
Travel agencies
Airlines
Tour wholesale companies
Convention or exhibition centers
Tour operators, Ecotourism operators
Tourism authorities, Government/ state tourism
Car rental organizations
Tourist information center
Tour guiding
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THANK YOU AND
HAVE A GOOD DAY
Bina Nusantara
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