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APPLIED BUSINESS TOOLS

AND TECHNOLOGIES IN
HOSPITALITY AND
TOURISM INDUSTRY
Learning Module

PREPARED BY:
KYLLE A. OPURA
BSTM Instructor
APPLIED BUSINESS TOOLS AND TECHNOLOGY
Chapter 1: Management and in service-oriented business setting
What is Management?
Management is how businesses organize and direct workflow, operations, and employees to meet company goals.
The primary goal of management is to create an environment that lets employees work efficiently and productively. A
solid organizational structure serves as a guide for workers and establishes the tone and focus of their work. To
understand, management is the key for an organization to perform better. Organization is defined as a group of people
who work together in a setting to achieve set goals. It can be any unit. That sells products and services, produces materials
demanded by sellers, and or offices that oversee other offices.
An organization's relevance stems from the ability to meet its purpose or goals. Goals are targets et by the
organization, articulate the purpose of the organization, and define the expected outcome or performance of an
organization. To achieve these goals an organization will need resources.
Resources is defined as anything wit value that has the potential to generate benefit to the organization. Together
with the resources needed to achieve the goals the company will also be needing materials. Materials are supplies that are
needed as inputs to run its activities. In an organization it will be necessary to identify certain skills needed to produce
their output. Skills can be classified into two, technical and organizational. Technical skills are needed to transform
materials into useful forms. While organizational skills are resources needed to meet the unit’s purpose.
However, having the resources does not automatically generate benefits. It would also require the skills, talents
and materials that are held by other people, that have different values, beliefs and uniqueness that need to be addressed.
For an organization to function effectively and efficiently it will need to make the different people work together.
As defined by Griffin 2014, Management is the set of activities employed to make or meet the goals of the
organization. It deals with the resources and the people who possess them. The person in charge of the organization or an
area is generally referred to as managers.
What Managers do?
A manager is an individual within an organization who is in charge of Planning and
Decision Making
coordinating the efforts of individuals or the allocation of resources. As such, a
manager is one who undertakes management activities. As management cover
several activities that affects the organization, that leads to different processes Controlling Organizing

involved. A manager must be able to identify and know the functions of

management in an organization. Which is, planning and decision-making,
organizing, leading, and controlling. Leading

What is a Service-Oriented Business?

An organization that generates income for its owners or investors is generally referred to as a business or a
company. A business if a social unit dedicated to creating wealth for its owners and group of people who depend on it.
Different business forms can be analyzed in term of the inputs they use, the business processes they employ, the outputs
that they create that customer buys.

Business Process
Input Output
- are the activities
- represents the - are the produced
and systems that
resources required products that
transform input into
by the organization customer purchases.
valuable output.

A service-oriented business is an organization that creates services as outputs. Broadly, a service is a set of
activities, actions, task, information, or sensation that are valuable to the customer. Service can in a form of either be a
expertise rendered and convenience of work. Business has also other natures like merchandising, and manufacturing.

 Merchandising Business – they purchase already finished products and sell them to the market.
 Manufacturing business – is a type that busy raw materials and transform them into goods or products to be sold
in the market.
Merchandising and Manufacturing businesses are somewhat alike as they both sell tangible products/goods. While
service-oriented businesses offer their output as actions, information, task, or sensation. Although different, these
businesses aim to generate profits. Profits refers to the difference between the value of benefits gained and less the cost of
the resources.
What do managers do in a service-oriented business?
Managers may work in various areas of the service-oriented business commonly they are found in the areas of
marketing, operations, human resource, and finance. Managers that are assigned in an area within the organization follows
management processes to meet the goals of the company. Collectively the managers must be decisive in decision making
in relation to business.

Chapter 2: The Tourism and Hospitality Industry Implications on the Management of the Service-Oriented
Business
Before the widespread COVID-19 Pandemic in 2020, the tourism and hospitality industry shaped the societies
and landscape of the communities and the world. By creating tourism activities that created businesses that made the
economy to prosper. According to the data from PSA in 2020, tourism has contributed to 12.7 % of the Philippine
economy. And this directly translated to multiple jobs, and a large variety of hospitality and tourism business.
Tourism and Its Sectors
Tourism is the phenomenon where people travel and spend time outside their homes, through opened territories to
welcome guests and business that cater to visitors. Tourism has a rich history that can be dated way back to the 17 th and
18th centuries.
At present, the UNWTO (United Nations World Tourism Organization) defined tourism as “a social, cultural, and
economic phenomenon which entails the movement of people to countries or places outside their usual environment for
personal or business and professional purposes. Tourism ins the economically significant industry to nations and local
economies that can accommodate tourists. The development of this sector has evolved to becoming a major contributor to
local and national economy. This sector is also composed of a complex chain of other industries.
Tourism is generally associated with individuals who traveled from one place to another. This movement of the
people has suggested the three zones in the tourism activity.
 Tourist Generating Region – it is the environment where the potential tourists come from.
 Transit Region – it is the area where the people go through to return and to go to their destination.
 Tourist Destination Region – it is the area where people visit and participate in tourism activities.
In the Philippines, tourism is its best asset, the national government has made efforts to promote the countries’
tourism activities through various channels. Over the years tourism has evolved to becoming a conglomeration of different
processes, activities, and outcomes of interactions between tourist and other sector.
Generally, there are 5 categories of organizations that constituted the supply side of the tourism industry.
Attractions – these are tourism resources that pulls tourists in an area that features natural landscapes
feature, structures, activities, events, and personalities.
Access – this also refers to the transportation sector and the network of pathways, roads, and
infrastructure that opens a tourism site to destinations and allows the movement of tourists.
Services – it composes the businesses and organizations that meets the needs of the tourists.
Information – it facilitates the appreciation of attractions and other features of the organization. They play
a crucial role in bridging the understanding between tourist and residents and weaving the local cultures
to the offerings.
Promotion – they are the sector that makes the place known to potential guests.
The Hospitality Industry
Hospitality is at the core of tourism, especially among leisure travelers. Being under the service sector of the
tourism industry they primarily engage with providing the meals and lodging to the tourist and other traveling customers.
They cater to the travelers to ensure that their needs are met when away from home. The Hospitality industry can be
classified into two categories:
1. Food Service Industry – these are generally a variety of business that offers or serves food and drinks.
2. Lodging Industry – it is the industry that provides the base to host the guests and provide amenities to allow
tourists to rest.
Hospitality establishments are service-oriented businesses that offers its services as the outputs as tourism products.

Other Sectors in Tourism

 Because there are many needs and wants that travelers may have, there are many sectors of tourism, or categories
within the tourism industry. These categories are based on the needs and wants that travelers may have while visiting a
destination while also including services that assist them in arranging travel to and from a new location. These tourism
sectors also include organizations that establish the types of services available to travelers in different locations. The five
main sectors of the tourism industry include:
Accommodation Food services
Transportation Trade associations
Entertainment Regulators
Attractions

Chapter 3: Overview of Business Tools and Technologies Used in Hotel and Restaurant Setting
Business technology refers to the concept that describes all technologies that helps an organization to run
its business and operational processes. Business tools on the other hand are the assets that helps or assists the
organization to achieve its stated goals and objectives.
Common Types of Business Technologies
1. Computer – are desktop apparatus with a monitor and central processing unit. Before the integration of the
windows software system the computers are powered by a Disc Operating System.
2. Software – it allows the computers to perform multiple functions.
3. Network – this allows the computers to communicate with other devices like a printer and within other computers
within the office, or a group using a telephone lines.
4. Telephone Communication – while telephones allow guests and hotel reservations representative to talk and
confirm details, the computers split the telephone lines into many allowing guest to talk with the reservations
officers while the other is on the line.
5. Accounting System – this are the software that allows businesses to manage their expenses and revenue.
6. Inventory Control System – this is a program that keeps track of the items including how much stocks are sold,
inventory in store, and items that arrived.
7. Customer Relation Management – it is a system that stores the customers information to maintain a good
customer relations management.

In the late 60’s were all the analog devices are used that runs information through a copper cable or a hardware
that can be physically touched. By the 80’s the analog has started to evolve into digital data transmission are easier.
Later, computer programs are introduced, software-based applications are introduced. Technology has completely
revolutionized the conduct of business with its tools being digitalized.

Chapter 4: Operations Management in Service-Oriented Business in Tourism and Hospitality

The operations of business transforms inputs into outputs that customers will buy. However, in the tourism and
hospitality industry offers its products as tangible or intangible service component. Understanding the nature of hospitality
operations can help managers decide on the approach and business technologies to adopt.
What is Operations Management?
Operations management is concerned about the management of the activities that transform the raw materials and
labor into products and services that customers buy. However, given the system and network required in the tourism and
hospitality industry the complexity of work needed can be overwhelming.
In the context of service-oriented businesses, managing its operations has similarities with merchandising and
manufacturing. But its main difference is the intensity of resources and technologies in transforming inputs into
consumable items.
What are common issues faced by Operations Mangers?
Familiarity with the entire process in the operations is what managers will need to do. Designing the efficient
business operation system enables the organization to fulfill the orders efficiently and consistently with its goals. Given
the situations here are common issues faced by operation managers.

 Gathering from sales and marketing personnel about customer orders

 Ensuring the availability of supply
 Maintaining the quality of inputs to business and the output of operations
 Monitoring the process
  Activities, expertise, and technologies to resolve operation issues.

What are the Business Tools and Technologies that Address the Operation Management Concerns?
The following are some of the business tools and technologies to help streamline the processes.

 Information – it provides data to help improve its function and have the following qualities: relevant, timely and
reliable.
 Telephones – mobile phone and landline business tools that facilitates transactions with suppliers and customers.
 Emails – emails are used to transmit information; this is an electronic messaging that contains a more detailed
message.
 Record keeping and Data processing – these are records that are kept and maintained, this includes employee
performance and usage of resources overtime.
 Manuals – are books of specific instructions and protocols on how to go about specific activities. They maintain
the quality of outputs of operations through the prescribed set of activities and processes.
 Audits – audits broadly refer to the engagement of having systematically evaluated to determine the reliability of
the process. It is an action that allows managers to keep track of the quality and evaluate output compliance.
 Internet – it facilitates and create a massive network where computers can communicate with each other. With
internet, the concept of e-commerce has come about. E-commerce refers to the transacting business activities over
the internet.
The internet provides a broad platform for the transformation. Some models that adopt to integrate the
operation of their companies and reach out efficiently to customers are as follows.
 Business-to-Business (B2B) – includes transactions between two businesses.
 Business-to-Commerce (B2C) – it covers companies selling to a community of potential buyer.
 Business-to-Business-to-Commerce (B2B2C) – two businesses work together to meet the
customers needs.