Exploring the Hospitality Industry, 4th Edition Class Notes

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Instructor’s Manual
Exploring the Hospitality
Industry
Fourth edition
JOHN R. WALKER
McKibbon Professor Emeritus of Hotel and Restaurant Management University of
South Florida Sarasota—Manatee and Fulbright Senior Specialist

1
Chapter One
Hospitality Spirit
I. Learning Outcomes
After reading and studying this chapter, the students should be able to do the
following:
 Describe the interrelated nature of hospitality and tourism.
 Describe the characteristics of the hospitality industry.
 Summarize the Stephen Hall Code of Ethics for the hospitality and tourism
industry.
 Explain why service is so important to success in the hospitality industries
and how to perfect it.
 Determine and prepare yourself for a career path in the hospitality and
tourism industry.
II. Lecture Concepts
Learning Outcome 1
Describe the interrelated nature of hospitality and tourism.
 The pineapple has enjoyed a rich and romantic heritage as a symbol of
welcome, friendship, and hospitality. Since its introduction, the pineapple has
been internationally recognized as a symbol of hospitality, and a sign of
friendliness, warmth, and cheer.
 The hospitality and tourism industry is the largest and fastest growing
industry in the world. The career options are endless and include positions in
restaurants, resorts, casino’s, cruise ships, theme parks, and many, many
more.
 The scope of the industry can be represented by the use of an umbrella that
covers the many segments of the industry (Figures 1-2 and 1-3).
Check Your Knowledge (Page 5)
1. Name three possible careers in the hospitality industry.
Answer:
Chef, general manager, director of marketing, executive housekeeper, or director
of human resources are just a few. The many facets of management leave the door
wide open for a career in any area and in any country around the world. The list of
career opportunities is limitless. (Page 3)

2
2. What four broad industry segments are encompassed by the hospitality
and tourism industry?
Answer:
Travel, Lodging, Event Management, Restaurants, and Recreation are broad
categories of the industry. (Page 7)
3. Hotels, motels, and resorts are locations where you might work in which
industry segment of hospitality and tourism?
Answer:
The lodging industry incorporates career opportunities such as Front Desk,
Housekeeping, Food and Beverage, Meetings, and Convention Management.
(Page 3)
PowerPoint Chapter 1 Slides 4–7
Classroom Activity
Have students brainstorm a list of the different types of perishable items that are
offered by the hospitality industry. Remind them that this includes more than just
hotel rooms. Possible items may include seats on an airplane, hospital beds,
students not on a meal plan in schools, etc. Discuss what the ramifications are to the
business from not filling the hotel (for example) on a daily, weekly, or annual basis.
Learning Outcome 2
Identify the characteristics of the hospitality industry.
 Common characteristics of positions within the industry include long hours,
including evenings, weekends, and holidays; businesses that are often open
365 days a year; and a variety of shifts designed to address guest and
business needs.
 The career path within the industry is varied but typically begins as an
hourly employee in an entry level position with the potential to work up to a
senior executive position over several years.
 The industry constantly strives for guest satisfaction.
 The primary product produced in the hospitality industry is intangible; while
guests may receive a finished product such as a meal in a restaurant, the real
product is service—something that cannot be seen or touched but something
guests know if it is missing.
 As we produce our product, be it service or a menu item, we need the guest’s
input. This is called inseparability of production and consumption.
 Perishability is another trait of the industry, whether referring to the shelf life
of food or unsold rooms in a hotel’s inventory—if the product is not sold,
then revenue is lost.

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