MACROTH REVIEWER

The main goal of hospitality is to make customers happy and satisfied through good services and experiences. 

Customer Satisfaction

What the guest gets from interacting with the hospitality business, employees, facilities, and services; basically, what the guest feels and remembers. 

Guest Experience

The process of providing services to customers or guests. Example: a waiter taking and serving an order. 

service delivery

A Latin word meaning “to receive as a guest.” 

hospitare

Being happy to do something extra to make the guest’s experience memorable. 

ss - service spirit

 Having a passion to give pleasure to others. 

hs - hospitality spirit

 To provide goods and services and be of assistance. 

service

An encounter between a guest and an employee/associate, such as a guest interacting with a server. 

moment of truth

 The area with direct guest contact and direct involvement in service delivery. 

front of the house

The behind-the-scenes area that usually has no direct guest contact. 

back of the house

Provides food because it is a basic human need. It includes breakfast, lunch, dinner, and snacks, while also satisfying other wants. 

food and beverage segment

Provides accommodation, such as bed and breakfasts, resort hotels, commercial hotels, suites, and casino hotels. 

lodging segment

 Includes transportation, travel agencies, and tour operators. 

travel and tourism

Includes attractions, theme parks, gaming areas, and recreational activities. 

entertainment and recreation

Welcoming guests away from home and providing food, beverages, lodging, and services. 

hospitality

 Spending time away from home for recreation, relaxation, and pleasure, involving the commercial provision of services and interactions among tourists, tourism suppliers, and the surrounding environment. 

Tourism

A temporary visitor who stays at least 24 hours and makes an overnight stay. 

Tourist

A temporary visitor who stays less than 24 hours and does not stay overnight. 

Excursionist

Refers to any person who travels to a country outside his/her usual environment.

International Visitor

Refers to any person who travels to a place other than that of his/her usual environment but still within the country.

Domestic Visitor

According to _________________ Tourism is the processes, activities, outcomes arising from relationships and interaction among tourists, tourism suppliers, and surrounding environment that are involve in attracting and hosting of visitors.

Goelder and Richie

In _____, the ______________ defined "tourist"

A tourist is a person who visits a country other than that in which he or she usually resides for a period of at least 24 hours." This was held to include persons travelling for pleasure, domestic reasons or health, persons travelling to meetings or on business, and persons visiting a country o a cruise vessel even if for less than 24 hours.

1937, League of Nations

In ____, a ______________________________________________recommended a new definition of a "visitor" as "any person visiting a country other than that of earning money." This definition covers two classes of visitors:

1963, United Nations Conference on International Travel and Tourism

This element of travel and tour distinguish the difference between local travel or travelling within a person's home community and non-local travel or travelling away from home. It excludes commuting to and from work and change in residence.

Distance

The second basic element of travel used as a criterion for defiling travelers is the length of stay at a destination. The definition of tourist and excursionist are proposed by the WTO (World Tourism Organization) is largely teased on length of stay.

Length of Stay at the Destination

The third basic element which ditinguish the origin of the traveler. For business and research purposes, it is important to know where people live.

Residence of the traveler

The fourth basic element is the purpose of travel. It can be divided into seven:

• Visiting friends and relatives;

• Conventions, Seminars and Meetings;

• Business;

• Outdoor recreation-fishing, hiking, and camping;

• Entertainment-theater and sports; and

• Personal-family, medical, wedding, etc.

• Others

 

Purpose of Travel

Travel taken exclusively within the national boundaries of the traveler’s country. People find it easy to do so because there are no language, currency, nor documentation barriers.

Domestic Tourism

Involves the movement of people across international boundaries. It is more difficult to travel outside one's country because the country visited has a different language, currency, and documentation requirements, such as passports, visas, and other conditions of entry to be met by tourists.

International Tourism

An arrangement in which transport and accommodation is bought by the tourist at an all-inclusive price and the price of the individual elements cannot be determined by the tourist

Package Tour or sometimes called Inclusive Tour

He or she travels in the company of other tourist.

Group inclusive tour (GIT)

Is one in which the tourist travels to his or her destination individually.

Independent Inclusive Tour (IIT)

It is an intangible item. It cannot be inspected by prospective purchasers before they buy as they can with a washing machine, a stereo or other consumer goods. The purchase of a package tour involves a high degree of trust on the part of the buyer.

Service

It is more than a collection of services such as an aircraft seat and a hotel room. It is the temporary used of a strange environment plus the culture and heritage of the region and other intangible benefits such as atmosphere and hospitality.

Largely Psychological in its Attraction

A package tour cannot be consistently of equal standard. A bumpy flight can change an enjoyable experience into a nightmare; a good room in a hotel may be spoiled by poor food; and a holiday at the seaside can be destroyed by a prolonged rainy spell.

Tends to Vary in Standard and Quality over time

The number of hotel rooms available at a particular resort cannot be changed to meet the changing demands of tourist during particular season. The unsold hotel room or aircraft seat cannot be stored for another sales as is the case with tangible products. Thus, great efforts are made to fill hotel rooms and aircrafts by discounting the prices of these products at the last minute.

Fixed

geographical unit where the tourist visits and stays. It may be a village, a town, a city, a district, a region, an island, a country, or a continent. The success of a tourist destination depends upon the interrelationship of three basic factor: attractions, amenities or facilities, and accessibility.

The Tourist Destination

reachability to the place of destination through various means of transportation. Transportation should be regular, comfortable, economical and safe.

accessibility (transportation)

includes both roadways and railways through land. It is one of the cheapest means of transportation as compared to other modes of transportation.

surface transportation

one of the fastest and costliest means of transportation; air transport is mainly used for travelling to long distance destination/places. It has helped a lot, as people can travel long journey as well as they can travel through high mountains.

air transportation

one of the oldest modes of transportation through water. It made important contribution to travel in 19th century after the innovation of shipping technology

water transportation

It is a place where tourists can fund food and shelter provided, he/she is in a fit position to pay for it. There are various types of accommodation from a seven-star deluxe hotel to a normal budget class hotel.

Accommodation

places made by nature itself for e.g., natural beauty, climate, mountains, landscape, flora and fauna, water resources, beaches, wild life, caves, safari etc.

natural attraction

Attraction made or developed by humans for e.g., monuments, historical buildings, festivals, music, churches, temples, Disney lands, leisure parks, museums, casinos, discos club etc.

 

Man-made attraction

Fine weather with warm sunshine is one of the most important attractions of any tourist place. Particularly good weather plays an important role in making a holiday pleasant or an unpleasant experience.

Pleasing Weather

Facilities are very essential for any tourist centre. They are considered necessary aid to the tourist centre. For a seaside resort facilities like swimming, boating, yachting surf riding and such other facilities like deeming recreations and amusements are very important feature.

Amenities

vital to providing quality in tourism. More than any other economic activity, the success or failure of a tourism destination depends on being able to provide a safe and secure environment for visitors.

safety and security

Tourism and hospitality can help correct the balance of payments and deficits of many countries by earning the much-needed foreign currency in international trade.

Contribution to the Balance of Payments

International tourism and hospitality are the best means to spread wealth among countries; thus, bridging the economic gap between the rich and the poor nations.

Dispersion of development.

Expenditures by tourists can have beneficial e0ects on all economic sectors and can lead to the development of different industries and other economic activities.

Effect on general economic development.

Tourism and hospitality are a source of employment. It is a service industry, which could have s significant effect on those countries with surplus labor such as the Philippines.

Employment Opportunities

Social exchange takes place when tourists come in contact with the inhabitants of the places they visit. Their social background and their presence affect the social structure and way of life of the local residents. In the same way, tourists are also affected by the experience so that they often carry with them new habits and a new outlook on life when they return home.

Social Benefits

Tourism and hospitality emphasize a sharing and appreciation of cultures rather than the lack of trust brought about by isolation. Through tourism and hospitality, we can appreciate the rich human and cultural diversity that the world offers and evolve a mutual trust and respect for one another and the dignity of life on earth,

Cultural Enrichment

Tourism and hospitality enhance one’s education. International conferences, seminars, and study trips held each year enable people of all nations to exchange ideas, propose solution to problems, and share their concerns.

Educational Significance

A properly designed and developed tourism and hospitality can help bridge the psychological and cultural distances that separate people of different races, colors, religions, and stages of social and economic development.

A vital force for peace

Lived in Mesopotamia around 4000 BC. They developed money, writing, and the wheel. They also produced beer, and taverns became some of the first hospitality businesses, providing food, drinks, and shelter.

Sumerians

Travelers visited pyramids and religious festivals. Egyptians provided food and lodging and were among the early developers of tourism and hospitality activities.

Egyptians

King of Babylon who created the Code of Hammurabi in 1792 BC. Tavern owners had to report planned crimes, with punishments for failing to report crimes and for diluting drinks. 

Hammurabi

Active in land and sea travel. They had inns, taverns, and restaurants, with restaurants being more respected and serving fine food. 

Greeks

Built inns along major roads, spread inns and taverns throughout the empire, had public restaurants, and developed extensive road systems. Pompeii had restaurants similar to modern fast-food establishments. Romans are believed to have created the first restaurant chain. 

Romans

Early travelers who travelled for trade, creating a need for places where travelers could rest and receive hospitality.

Early Traders

Places that provided stables, sleeping areas, and protection for caravans. 

Caravanserai

After 476 AD, innkeeping declined after the fall of Rome. The Roman Catholic Church provided food and shelter, while monasteries housed travelers. The Hospice of St. Bernard provided lodging, and Charlemagne established rest houses for pilgrims.

Medieval Period-Dark Ages

 During 1350–1600 AD, modern restaurants did not yet exist. England had taverns, pubs, and inns, while upper classes usually ate and entertained at home. Table manners became increasingly important.

Renaissance

The reviewer connects this period with the development of travel, taverns, pubs, inns, and changing dining practices before the modern restaurant era.

Renaissance and Elizabethan Era

An extended tour associated with education and travel in Europe. The

Grand Tour

Beginning with major industrial and transportation changes, especially railroads, which greatly affected hospitality and encouraged the development of hotels, inns, restaurants, and taverns near railway stations. 

Industrial Revolution

A pioneer of organized tours and the first professional travel agent in the reviewer. In 1841, he organized his first excursion train from Leicester to Loughborough, carrying 570 passengers with a round-trip fare of 1 shilling.

Thomas Cook

Appeared in England during the 16th century and served a fixed-price, fixed-menu meal. 

Ordinary

sold soups and broths in Paris. “Restaurant” means restorative. He is recognized as the first restaurant founder.

Boulanger

Began around 1800. Railroads had a major impact on hospitality, with hotels, inns, restaurants, and taverns being built near railway stations.

Industrial Era

General Manager of the Savoy Hotel in London. Known for luxury hotel service, improving luxury hotel standards, and making the Savoy a center of high society.

Cesar Ritz

Known for affordable comfort for middle-class travelers and for providing telephones and radios in rooms.

Ellsworth Milton Statler

Known for developing a major standardized hotel chain.

Conrad Hilton

Pioneer of franchising and brand leveraging.

Howard Dearing Johnson

Founded the Marriott Corporation and built Marriott from a root beer stand.

J. Williard Marriot

Developed McDonald’s and was known for QSC&V: Quality, Service, Cleanliness, and Value.

Ray Kroc

Founder of Four Seasons.

Isadore Sharp

Founder of Ruth’s Chris Steak House.

Ruth Fertel

developed through food-related travel, inter-tribe travel, galleon trade between the Philippines and Mexico, and improved transportation

Early Philippine Tourism

helped establish early air connections involving Manila. 

manila clippers

Helped bring passengers through Hong Kong and contributed to early international air connections involving Manila.

china clippers

Early destinations included Manila, Pagsanjan Falls, Laguna Lake, Tagaytay, Taal Volcano, Mt. Mayon, Legazpi, Baguio, Banaue, Cebu, and Zamboanga.

Tourism Destinations During Early Tourism

The illegal use of private vehicles for public transportation or tour handling.

Colorum

The Ancient Greek Olympic Games began.

776 BC

English pilgrims were required to have permits, considered an early form of the passport.

 1388 — English Pilgrims Required Permits

The term “Grand Tour” was used.

1670

Thomas Cook organized his first excursion train, traveling Leicester → Loughborough. 

1841

 The Philippine Tourist and Travel Association (PTTA) was established. It promoted tourism and brought travel establishments together.

1952 — PTTA

The Boeing 707 was introduced, helping make air travel faster, safer, cheaper, and more accessible, contributing to mass air travel.

 1958 — Boeing 707

Philippine tourism grew because of improvements in safety, services, sanitation, government support, and private-sector cooperation. The Philippines became known as a “bargain destination.”

1970s — Philippine Tourism Boom