Imagine going on a holiday for a much-needed mini-break. You decide to go to a beach resort with some friends for the weekend. As you enter the picturesque lobby, the guest service executive smiles warmly in welcome and processes your check-in with ease and efficiency. You are issued your room key in a few short minutes and promptly assisted by an engaging bellman who guides you to your room, giving a short tour of the key areas of interest in the hotel on the way. Your room is immaculate with each detail meticulously attended to by the housekeeper from the sweet floral scent of the room to the bed’s crisp white sheets. Your group decides to head down for a leisurely afternoon by the pool. An attentive waiter escorts you to your lounge chairs and takes your order with the choice cocktails partly influenced by his helpful suggestions. The drinks arrive, a pinch of photogenic and a dash of delicious. You sit back and savor the beginning of a much-needed getaway.
The scene above is an example, a small glimpse, of what it may be like to be on the receiving end of such warm, efficient, and exceptional customer service in the hospitality sector. For anyone who has ever booked or gone on holiday; dined in a restaurant; attended a major social event; or participated in a major convention whether for business or leisure, you have experienced hospitality service in its various points of contact.
What it must be like to be instrumental in creating special memories like a family holiday, corporate milestone, an intimate wedding, graduation dinner, or even just a quiet staycation. To the untrained eye, the delivery of exceptional service and the team of professionals that ensure your pleasant and memorable experience may appear like an effortless symphony from the welcoming concierge to the gracious hotel manager. However, hospitality requires teams of skilled professionals each with years of rigorous training, relevant experience and enhanced higher learning. And as the engagement with the sector expands with its growing channels and steep competition, the level of training for hoteliers, restaurateurs and industry professionals has evolved.
Defining hospitality: What is it
You may be asking yourself, “What is hospitality?”. Hospitality is about the fine art of making a guest feel special. On a personal level, hospitality could be the kind of reception you extend family and friends when visiting your home. In the workplace, it’s typically associated with service and can be distinguished in the framework of its delivery. In the simplest of terms, service is what you are presenting in the context of a transaction in order to ensure customer satisfaction. Meanwhile, hospitality captures how a service experience is delivered for a more impactful reception. The latter cultivates a more long-term relationship from a positive experience, resulting in possible repeat business, glowing referrals, and customer loyalty.
Sectors in the hospitality industry
As the hospitality industry spans various service sectors, it has grown to be one of the largest and aggressively expanding business segments. The World Travel & Tourism Council’s (WTTC) report indicates that the industry makes up 10.4% of the global gross domestic product (GDP); 10% of jobs in global employment; and 20% of jobs created in the last 5 years. From accommodations, dining, MICE, recreational entertainment, gaming, and other tourism channels, the hospitality industry spans across many business units that we experience whether for business or leisure.
The accommodations sector captures space or lodging where you may stay such as hotels, inns, bed and breakfast, resorts, serviced residences, and homestays. The dining sector captures a plethora of options for food and beverage including restaurants, cafes, bars, and pop-ups. MICE is an acronym for meetings, incentives, conferences, and exhibitions and captures conventions and industry expos such as travel, social events, food, and leisure. The gaming, leisure, tourism, and entertainment sector of the industry capture a dynamic variety including casinos, amusement parks, holiday cruises, and lifestyle tours. With travel becoming more accessible to a wider market and the market becoming more discerning, the industry has captured mixed developments where more than one area or business unit of hospitality may be found in a single destination. Case in point, you will find large-scale properties that have hotel rooms, serviced residences, and retail and recreational outlets.
Would you consider entering a hospitality career?
With just a brief overview, it’s clear how hospitality has grown to encompass different sectors, functions, and fields of specialization. Not only is it important to learn the technical or practical skills in operations, but it has also become critical to have a sound understanding of business and trends combined with a dynamic approach and sense of innovation. With the bullish market, the industry is easily among the major contributors to professional opportunities and economic growth. And so, as globalization continues to create more possibilities, hospitality management has grown into a relevant and sought after field of study and profession.
If you are looking to channel your business savvy and innovative approach, then a future in hospitality may be in the cards for you. The Philippines has always been known for its signature approach to hospitality coupled with seemingly effortless efficiency. As the country continues to develop and enhance the Philippine tourism experience, institutes of higher learning have recognized the relevance of world-class industry training for the next generation. At Bonifacio Global City, Dusit Hospitality Management College (DHMC) presents notable opportunities for aspiring hoteliers and restaurateurs through its Bachelor of Science in Hospitality Management which is academically certified by a top-ranked school for hospitality and leisure management in the QS World University Ranking, École hôtelière de Lausanne (EHL). Its approach to blended learning will present you with a competitive edge amongst other aspiring industry professionals.
If you want to know more about what hospitality is, Dusit Hospitality Management College (DHMC) will guide you through its quality courses and programs. Studying in a hospitality management school that values excellence in teaching and engagement in the Philippines ensures that you enhance your holistic potential and are prepared to succeed in hospitality management.
To learn more about Dusit Hospitality Management College, head to www.dusitcollege.ph or www.facebook.com/dhmcmanila, or call +63 2 8250 8988.