1. INTRODUCTION AND HISTORY OF HOSPITALITY INDUSTRY......................2

1.1. Introduction................................................................................................................2

1.2. The history of hospitality industry.............................................................................2

1.3. The importance of hospitality.....................................................................................4

2. BACKGROUND OF ORGANIZATION.......................................................................4

3. THE CRITERIA OF HOSPITALITY BUSINESS.......................................................8

3.1. Features of business in hospitality industry..............................................................8

3.2. Characteristics of hotel grading systems...................................................................9

3.3. Assessment of hospitality business.............................................................................9

4. THE TOURISM INDUSTRY........................................................................................11

5. DEMAND OF TOURISM..............................................................................................12

6. IMPORTANCE OF TOURISM COMPONENTS......................................................14

6.1. Transportation..........................................................................................................14

6.2. Accommodation........................................................................................................14

6.3. Attraction of destination...........................................................................................14

7. DEFINATION OF TOURIST AND TOURISM..........................................................14

8. CONCLUSION...............................................................................................................15

REFERENCE.........................................................................................................................16

1

1. INTRODUCTION AND HISTORY OF HOSPITALITY INDUSTRY

1.1. Introduction

Hospitality formed long time ago and nowadays it becomes popular all over the

world. Based on the Oxford Dictionary, the definition of the word “Hospitality” is “The

friendly and generous reception and entertainment of guests, visitors, or strangers with

liberty and good will” (Oxford Dictionary, 2016). Hospitality consists of diversified

forms: hotels, restaurants, Café, food halls, etc.

1.2. The history of hospitality industry

In Early History, Hospitality in antiquated Greece is reasonable that specific

components of religion were intermixed with the thought. Pilgrims, priests and

missionaries shaped a huge part of the voyaging open. Frequently they were venturing

to blessed spots, maybe prophets or sanctuaries that had a predominant position in

their religion.

During the Roman period, explorers who were not out and about for religious

reasons were normally on military, discretionary or political missions.

A lot of military explorers abhorred utilizing the lodging that were accessible

along the course. Hotel in the urban communities was of awful notoriety and adverse to

explorers; outside the urban areas, they neither existed nor were required. The military

explorers favoured, in this manner, to rest in the tents they conveyed with them.

In old Persia, voyaging was done in vast troops, which conveyed elaborate tents

for use along the procession courses. In any case, at specific focuses on these courses,

housing known as Khans were developed. These were basic structure comprising of

four dividers that gave security against regular components as well as against foes who

assaulted under front of murkiness.

After few years in the Roman Empire, bars and motels gave haven to voyaging

traders, performing artists, and researchers. Lodging was still primitive. Now and then

there were spaces for the general population however no stables for the steeds; all the

more frequently there were stables yet no rooms.

The high spot of that time as far as cordiality was the improvement by the

Persians of posthouses along the band courses. These grew later than the Khans and

gave housing and sustenance to both fighters and messengers.

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Marco Polo depicted the posthouses referred to as yams as flats reasonable for a

lord. They were found 25 miles separated, maybe likeness a day's ride, and supplied

crisp steeds for the dispatches conveying messages all through the area. By Marco

Polo's assessment, there were 10,000 such posthouses in presence at the season of his

trip to the far east (O'Gorman, 2010).

During the Middle Ages, the mixing of religion and neighbourliness was found

one more time. It was considered as the obligation of the Christians to offer

neighbourliness to voyagers and travellers.

Monasteries worked as motels, giving lodging and nourishment to the fatigued

voyager. A few religious communities and holy places, concerned maybe with the attack

of private reflections by the voyaging open, developed a different working to oblige

explorers. These buildings were known as xenodocheions, a Greek word meaning motels

or resting places.

Charlemagne amid his rule sanctioned laws setting out the obligation of a

Christian to give a free resting spot to an explorer. In any case, in thought maybe of the

likelihood that an explorer may exceed his welcome, furthermore the weight or giving

free sustenance to an inconclusive timeframe, the law restricted the stay of any voyager

in wherever to three evenings.

In 1282 in Florence Italy, the considerable owners of the city consolidated a

relationship with the end goal of transforming friendliness into a business.

Inns got to be authorized and were allowed to import and exchange wine. The

hotels themselves had a place not with the owners but rather to the city, and they were

worked under three-year leases, which was sold by sale. In the year 1290, 86 motels in

Florence were individuals from the society.

Shortly from that point, the matter of cordiality spread to Rome and other Italian

urban areas. It is intriguing to note that amid that period a large portion of the owners

were German as opposed to Italian-perhaps on the grounds that huge numbers of the

dealers who were voyaging themselves German and were anxious to discover

settlement where they would locate their own particular dialect and nourishment they

were used to.

In the period from the sixteenth to eighteenth century, significant change

occurred, especially in England, in the quality or lodging. The basic method of

transportation utilized then was stagecoach. Stagecoaches were compelled to make

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overnight stops on long excursions. These called for nourishment and rest for the steeds

as well as sustenance and housing for the travellers.

An immediate result was the development of motels or bars at reasonable areas

along the stagecoach courses. Since the travellers were essentially affluent individuals,

acclimated to specific extravagances, the stagecoaches contributed not just to

development in the quantity of motels additionally to upgrades in their quality.

The motels or bars additionally got to be prevalent meeting places for

neighbourhood respectability, legislators, ministers and other. Permit for the motels

were issued by the neighbourhood ruler or knight whose region the hotel lay.

The configuration of the motels was as quadrangle, with stagecoaches and

individuals entering through a vaulted door. The yard inside the quadrangle was

utilized for some reasons, for example, weddings. The quadrangular structure gave

outside was anything but difficult to control and secure. The different structures or

segments inside gave resting lodging to the explorers, a workforce in which sustenance

and beverage was served, and asylum for both the drivers and the steeds.

In the eighteenth century, cafés turned out to be to a great degree prominent in

Europe and were consolidated into a large portion of the hotels.

Lodging de Henri IV was inherent Nantes in 1788 at an aggregate expense of

£17,500. It had 60 quaint little inns considered the finest in Europe around then.

1.3. The importance of hospitality

Uncommon client administration is vital in the friendliness business. Great client

administration and encounters is the thing that drives the business. It is the principal

purpose of contact between, fox case: the lodging visitor and the front work area agent

of the inn. This is the main chance to inspire the visitor so much that they will return

over and over.

Inns, eateries, bars and clubs are all accommodation administration suppliers

whose occupation is to keep the client glad and fulfilled. By putting clients at the front

line of an accommodation business, the business will have an enduring stream of

faithful clients to keep the business more growing (CollegeSA, 2015).

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2. BACKGROUND OF ORGANIZATION

Fullerton hotel is wonderfully a dominant example in hospitality industry. It is a

five-star luxury inn located in the Downtown Core of Central Area, Singapore, close to

the mouth of the Singapore River. It was originally known as The Fullerton Building, and

also as the General Post Office Building. The address is 1 Fullerton Square, Singapore,

049178.

Visitors are dealt with to unbelievable extravagance even before venturing inside

the inn, as a chauffeured Rolls Royce escorts you around town or to and from the air

terminal. Once inside, you'll discover staggering offices, including upscale eating, a

lavish spa, an official club, 24-hour monetary focus, first rate wellness focus, nearby

shops, and an alluring open air pool.

The 400 exquisite guestrooms—including 21 wanton suites—highlight rich

arrangements and extraordinary perspectives of the adjacent Singapore River, the city

horizon, or sunlit chamber. Obviously contemporary solaces, for example, satellite TV,

broadband Internet access, and open bathrooms with isolated tubs and showers are

standard. Also, however extravagance is predominant all over, the suites are basically

staggering—especially the Presidential Suite, with a child excellent piano, furniture with

mother-of-pearl trim, a private lift, and a glass-encased veranda complete with aerating

and cooling.

Feasting

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The five eateries and parlours are tied down by Jade, an effortless eatery serving

gourmet, current Chinese food. The Lighthouse is a hip new Italian diner with clearing

perspectives of the waterfront. Serving breakfast through supper, Town Restaurant is

known for its global menu and fish buffet. Tucked away inside the sunny chamber, the

Courtyard is a chipper spot for a breath-taking lunch or evening tea. The Post Bar is an

in vogue venue for inventive mixed drinks, exemplary martinis, and contemporary

music.

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Spa

The Asian Spa tends to each sense, lighting relieving candles amid an unwinding

rub, for instance. Notwithstanding kneads, this upscale goal presents choices, for

example, vichy showers, seawater hydro rub showers, and Javanese claims to fame like

Lulur home grown body wraps. The marvelous wellness focus gives a complete exhibit

of cardio and weight gear to give visitors a five star workout 24 hours a day. After an

activity session, invigorate with a dunk in the substantial open air limitlessness edge

swimming pool.

Inn Features

There's no compelling reason to look outside the inn for the shopping needs. The

Fullerton contains extravagance boutiques that retail apparel, compelling artwork, and

gems.

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Meetings

The Fullerton offers an assortment of capacity spaces that are perfect for

everything from a wedding gathering to a universal meeting to an item dispatch. Host a

gathering or private supper in a patio nursery setting or utilize the wonderful assembly

hall to move away the night. Business explorers will love the 24-hour budgetary focus,

which offers bolster administrations, proficient apparatuses, and workstations outfitted

with Internet access (Luxury Travel, 2016)

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3. THE CRITERIA OF HOSPITALITY BUSINESS

3.1. Features of business in hospitality industry

Here are some of the features of hospitality business intelligence that make it

dramatically more efficient and effective than manual hotel reporting and analysis

methods. There is no other hospitality business intelligence solution that provides such

ready advantages for hotels and hotel enterprises.

Adaptability

Hospitality is adaptable to administration lodgings in all portions and sizes. It is

the main inn business knowledge arrangement that flawlessly addresses the issues of

an individual lodging and those of an inn venture.

Multi-Dimensionality

Hospitality influences the force of business knowledge to give hoteliers

perceivability to their business from a wide range of edges, bearing a more profound

comprehension of the genuine state of chances ahead.

Viewpoint

Hospitality accommodates understanding into the future and in addition the

past. By investigating business on the books notwithstanding authentic execution,

hoteliers can exploit open doors while regardless they exist.

Simplicity

Hospitality forms a lot of information in a matter of seconds. Liberated from the

need to deliver work escalated manual inn repoting, hoteliers can build the velocity to-

business sector of their techniques and addition an upper hand.

Effortlessness

Hospitality was composed on account of effortlessness. However mind boggling

the business science or estimations, the client experience is instinctive and uncluttered.

HIQ is anything but difficult to utilize and comprehend, which advances appropriation

at all levels inside a lodging or inn undertaking.

Dynamism

Business Intelligence is a voyage of disclosure, prompting ever more profound

examination and more examination of the fundamental reasons for execution.

Hospitality empowers this trip for the hotelier, giving an adaptable and element stage

for investigation.

Granularity

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Since Hospitality catches information at the most granular level – yet

additionally accommodates abnormal state outline sees – it addresses the issues of a

differed voting public in an inn endeavor, from the business examiner to the lodging

official.

Resourcefulness

The diagnostic rationale and outline inside Hospitality are one of a kind inside

the cordiality business and are consistently developing. HIQ's exclusive execution

measurements are valuable and apropos on the grounds that they were made by

hoteliers who are themselves acquainted with the difficulties confronted in augmenting

lodging execution.

Customizability

Since inns and inn organizations are one of a kind, Hospitality is adaptable to fit

the lodging reporting and investigation needs of every inn or inn endeavor. HIQ adjusts

to business details and conditions, which builds reception and degree of profitability.

3.2. Characteristics of hotel grading systems

The hotel grading systems help to differentiate accommodation due to the

standard quality and services offered. Each region has its own grading system. In

general, a hotel is ranked among six types: half –star, one-star (Economy), two-star

(value), three-star (first class), four-star (Superior) and five-star (Exceptional). The

more stars a hotel has, the moderner it is.

3.3. Assessment of hospitality business

The assessment of hospitality business depends on the internal and external

factors. The internal factors of an organisation greatly determines its strength to

sustain and thrive in the market place. One main framework in determining internal

factors affecting the industry is the 4M frame work.

Man: This involves the human resources that actually bring life to the

organisation and determined how well inputs are converted in to successful and

profitable outputs

Money: The involves financial resources that are greatly required when

functioning within the industry. It give way for effective production, promotion and

what not as it is involved in almost every aspect of an organisation’s function.

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Machine: The involves the machinery that is used to convent the input to out

puts. For ex( the PC for customers record and infrastructure etc

Material: There are the elements that are needed to be converted in to outputs.

There are mainly electricity and telephone lines etc.

Inn addition, the following internal factors also affect the hospitality industry:

Organisation culture, Resources availability, Supply chain, Employee /staffing levels

External factors are especially used to identify and evaluate trends that occur

within the industry. This could be term of foreign competition, population shifts,

development in technology etc. The evaluation of the external environment can help

hospitality organisation indentify possible opportunities they can capitalize on as well

as emerging threats they can strive to mitigate The external environment for particular

hospitality organisation can be analyzed using framework such as PESTEL:

Political: this factor denotes the political and governmental impact that could

affect the hospitality industry. This encompasses government regulation and de-

regulation and activities such as visa requirement political instability etc.

Economic: this denotes factor such as the level of disposable income,

taxation ,inflation etc that could affect the operations of hospitality industry

establishment

Social: this encompasses cultural social and demographic factors that may affect

the hospitality industry. This would reflect affects such as aging population, change in

social attitudes towers hospitality industry( aversion to change , being more positive

towers green organisation etc

Technological: this encompasses technological development such as internet and

the use of mobile app etc for better functioning of hospitality operations. Now traveller

are able to book their accommodation on theirs Pc , mobile phone and tablet without

having to go through the hassle of visiting and agency or tour operator

Environmental: this factors denotes the changes in the business environmental in

terms of ecological aspects. For ex( sustainable tourism is a concept followed by many

destinations to preserve their local environment

Legal: this involves considering changes in travel laws and tax laws that are

applicable to organisation that function within the industry

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4. THE TOURISM INDUSTRY

The tourism industry is a service industry which provides organization actions,

entertainment businesses, transportation, accommodation, and food service for

travellers or groups who want to travel to an attractive place away from their home

(Macintosh, 2010).

Tourism appeared a long time ago in order to support human’s demand of

exploring and studying new lands. About 2000 years ago, Roman established a trip to

the beach near the place they were living. Step by step, this trip was becoming familiar

to these citizens and service business also developed to provide travellers services and

supplies needed to experience a wonderful trip. Along with the development of society,

travelling became more and more popular. This leads to the development of tourism

industry, and brings it to become one of the fields which have the largest contribution to

the world economy. In 2014, the tourism industry accounted for over 10% of total

global GDP in the world and it is forecasted to increase steadily about 4% annually

(Frenzel, 2015).

Tourism industry is a special sector with totally different characteristics,

comparing to the other industry. Firstly, the product of this industry is intangible and

perishable, the effectiveness of this is just determined due to the experience of

customers. And it has no fixed business hours, opens 24 hours a day, 7 days a week.

Employees working in this industry always need to be ready to sever their tourists

immediately when they get a demand.

The importance of tourism industry

Nowadays, tourism industry has an unshakable position in the global economy. It

is not only the key factor which distributes directly to the development of the world but

also is a backbone frame for other sectors to develop follow. Even as many countries

became tourism-dependent countries.

The first aspect which can be considered as the most important contribution of

tourism industry is that this creates a variety of employment opportunities. Employees

not only can work as directly in the tourism industry, travel companies, restaurants,

hotels, but also server in related organizations such as supplying company, hygiene

service companies. In 2013, this industry is create more than 4.7 million new job in the

world (Weston, 2015).

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The second factor the tourism brings to the global economy is that it creates a

cash flow for the world much more than any other sectors and help countries earn

foreign currency. Services in tourism allow visitors to use various kinds of money in

business easily than the others such as export, direct purchase.

Sources of tax and income for the government are the next importance

mentioned. The tourism pays a larger amount of money for both public sectors such as

sales tax, transporting tax, service tax and private sector when a tourist creates profit

for the residents.

The fourth thing created is the culture exchange. By transporting traveller to a

new destination and help them discover, exchange their culture with the locals,

traveling help people understand others better because of the culture insight. They can

learn art, new languages, and traditional customs together, and then continue to

exchange them with people living in the next destination.

And the last thing is the publicity of nation. With developing the tourism, a

country can firstly give a national sovereignty for place they organize tours for tourists,

and secondly they also publicize and protect the culture copyright for their country. For

example, Vietnam is organizing a lot of tours of islands in East Sea to announce a

statement on its sovereignty over these islands.

5. DEMAND OF TOURISM

Demand of tourism is the expenditure of the tourists before, while experiencing

and after the trip and the related expenditure which they use to support for their trip

besides the usual needs (Dwyer, 2010). This demand relates to the ability of travellers

to buy products; therefore, it can be influenced by both price factors and non-price

factors. The prices factors are the cost of trip the customer need to pay by cash;

meanwhile, the non-price factors include social factors such as economy, population,

education, tourism trends, etc. The tourism demand includes 3 main concepts, actual

demand, suppressed demand and no demand. In terms of actual demand, it required a

number of participants in a tour or travelling. Meanwhile, suppressed demand

considers people who want to travel but do not travel because of some purposes. And

the last, no demand mentions about those who have no desire to travel or no

opportunity to travel.

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To evaluate and monitor the tourism demand, there are a lot of tourism demand

indicators established; however, the following indicators are the most popular

indicators that usually applied in this analysis. Firstly, travel propensity is the most

popular method in the world when penetrating tourism trips due to analysis it in a

population (Tisdell, 2013). In this indicator, there are 2 lower indicators considered is

net travel propensity, the percentage of people having at least a tour in a specific period,

and gross travel propensity, total number of tour organized over the total population.

And the next indicator is demand schedule when referring to the quantities of tourism

product which the customer care to buy or use at the different period due to the time

table set up.

GROWTH OF EMERGING FORMS OF TOURISM

In the previous time, the tourism is considered as a service type only for the

richer, and this is used to serve the purposes as amusement, experience and relaxation.

However, the continuous development and change of the modern world, more and more

new forms of tourism are organized to adapt various demand of travellers (Ateljevic,

2009).

Business tourist is a form of tourist when combining the trip with the business.

Most of companies and organizations are located in the big cities, and in the flat world,

the companies coming from other countries have a business is very common; therefore,

this form is developing fast parallel to the growth in world trade.

Education tourists, travels focusing on study a place, a city or a country further in

order to improve the qualification of education, is becoming more and more popular,

especially in high school and university.

Health or medical tourist has just appeared in recent times. A patient coming

from developed countries where the payment for medicines and health services is very

expensive can join long tours and relax in a beautiful destination while access the

treatments with lower prices in this country. From 2000, the number of these people

has increased steadily 20% per year. In 2015, Chinese spent 137 billion USD on this

type of tourism; meanwhile, American paid over 101 billion USD for the same purpose.

Adventure tourists bring unusual or adventurous experiences to the customers.

The trips combining with rock climbing, skydiving, bungee jumping, and river rafting

serve customers specially seeking for something dangerous. From 2010 to 2014, the

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revenue of adventure tourists increased nearly 200% and reached to over 236 billion

USD (Vogeler, 2015).

Cultural tourists are tours designed to help travellers discover the essence of

cultural aspects. Unique things about the art culture of the ethnic characteristics will be

highlights to attract tourists come and join these tours.

Besides, sustainable tourism, cyber tourism and space tourism are also

implementing strongly in order to bring brand new exciting experiences to the

customers. Sustainable tourism is enacted to focus on the environmental consciousness,

held a trip has the lowest price and the least impact on the environment. Meanwhile,

cyber tourism allows human can tour places that have never existed. Space tourism has

a greater goal, bring people to the space and put a base for the life in Universe in the

future.

6. IMPORTANCE OF TOURISM COMPONENTS

Tourism includes 4 main components which account steady positions in creating

the success in this industry. 4 main components are transportation, accommodation,

attraction of destination, and service ability (Johnpaul, 2014). In this part, four

components will be analysed to illustrate their importance.

6.1. Transportation

Transportation system provides various forms for travellers to get to the

destinations. This will help customers a set of facilities and services which adapts their

specific demands to enjoy a holiday with no usual barriers or problem of accessibility.

The transportation is the first factor tourists consider when finding a destination for

their trip.

6.2. Accommodation

The second component mentioned is accommodation. This provides a place for

traveller to stay and relax after activities in the trip. This component is very important

and plays a vital role in this field. A hotel or apartments with luxury facilities which can

bring the comfort and relaxation will inspire inspiration and make them want to travel

and use these services again.

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6.3. Attraction of destination

It can be denied the need and necessity of attractions of destination to find a

place for the trip. Natural attractions such as climates, landscapes, mountains, beaches

and manmade attractions such as them park, museums, ancient monuments, cultural

centres, traditional culture are strong force which attracts people to visit this area.

These attractions will create the differences from the daily life of tourists and stimulate

them to travel.

7. DEFINATION OF TOURIST AND TOURISM

A tourist is a person who leaves his/her hometown to have a trip to a destination

away from this area for purposes such as finding new experiences, shopping, relaxing,

entertaining, discovering the new culture, etc. In this trip, the tourist will spend money

on their services which they need (Ugurlu, 2010).

Meanwhile, tourism is understood as a collection of activities of tourist who

travelling and staying in a place that is totally outside the usual area for a variety of

purposes (Macintosh, 2015).

PURPOSE AND RESPONSIBILITIES OF TOUR OPERATORS, TRAVEL AGENTS

AND TOUR GUIDES

A tour operator can be defined as a person who is responsible to prepare,

manage and purchase separate tourism components such as transportations,

accommodations and other services then combines them into a package to provide it to

the customers. With this job, the purpose of a tour operator is to bring the most

convenient things to the customer when they want to join a trip and guarantee the

services in the packet given always have a good quality to meet the customer’s needs.

Meanwhile, a travel agent is responsible for helping travellers organize or select

a trip due to their hobby and budget they given. Therefore, its purpose is to provide the

best options and prices and provide product knowledge to the customers in order to

save money and time, however ensure the quality of the customer’s trip.

A tour guide has responsibilities for every activities of the holiday. The tour

guide will follow the traveller’s all of the time they enjoy the trip; therefor, he will guide

the travel everything about the trip, handle incidents by giving the solution or informing

this to the higher level. Purposes of the tour guide is to ensure the customer to have the

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most interesting experience in whole the trip, and avoid these unfortunate incidents can

happen.

8. CONCLUSION

Tourism and hospitality industry have experienced a long-term development

and has their own steady position in the world economy. This industry contributes in

the economy through a variety of ways, both direct and indirect ways. In the future, two

industries will develop more and more strongly in a close relationship and would be a

prerequisite for the development of other service industries.

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