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Chapter 1 Welcome to the Hospitality Industry

Chapter 1 Welcome to the Hospitality Industry. After Reading and Studying This Chapter, You Should Be Able to:. Describe the characteristics of the hospitality industry Explain corporate philosophy Discuss why service has become such an important facet of the hospitality industry

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Chapter 1 Welcome to the Hospitality Industry

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  1. Chapter 1Welcome to the Hospitality Industry

  2. After Reading and Studying This Chapter, You Should Be Able to: • Describe the characteristics of the hospitality industry • Explain corporate philosophy • Discuss why service has become such an important facet of the hospitality industry • Suggest ways to improve service

  3. The Pineapple Tradition • Symbol of welcome, friendship, and hospitality • Recognized internationally • Foundation for concept of “SERVICE”

  4. Hospitality and Tourism • Largest and fastest growing industries • Common dynamics: • Delivery of services and products • Customer and guest impressions are critical

  5. Travel Air Cruise Rail Coach Auto Ecotourism Lodging Hotels Motels Meetings, Conventions, and Expositions Restaurants Managed services Recreation Attractions Gaming Parks Recreation Scope of Hospitality and Tourism Industry

  6. Figure 1-1Scope of the Hospitality-Tourism Industry

  7. Characteristics of the Hospitality Industry • Product is intangible and perishable • No such thing as business hours • Hospitality operations run on a 24-hour basis all year round • Characterized by shift work

  8. Corporate Philosophy • Philosophy: • Shift toward greater employee empowerment • Strong links to TQM • Service philosophy is a way of life

  9. Corporate Culture • Culture: • Overall style and feel of the company • Mission statement: • Central purposes, strategies, and values

  10. Corporate Culture (cont.) • Goal: • Broad statement geared toward accomplishment • Strategy/tactics: • Actions needed to reach goals

  11. “Seven Deadly Sins of Service” • Apathy • Brush-off • Coldness • Condescension • Robotics • Rule book • Runaround

  12. For Success in Service We Need to: • Focus on the guest • Understand the role of the guest-contact employee • Weave a service culture into education and training systems • Thrive on change

  13. Moments of Truth • Examples in a restaurant: • Guest calls for reservation • Guest tries to find restaurant • Guest parking • Guest welcome • Guest is told table is not ready • Guest goes to lounge for a cocktail

  14. Disney Service Model • Smile • Make Eye contact • Respect and welcome all guests • Value the magic • Initiate guest contact • Creative service solutions • End with a “thank you”

  15. Trends • Globalization • Safety and security • Diversity • Service • Technology • Legal issues • Changing demographics • Price-value • Sanitation • Security

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