1 / 23

Welcome to the Wonderful World of Hospitality

C H A P T E R. C H A P T E R. Welcome to the Wonderful World of Hospitality. 1. Hospitality. From the French word “hospice… “To provide care/shelter for travelers”. Pineapple. Symbolic of… Welcome Friendship Hospitality. Characteristics of Hospitality. Hospitality…

victoir
Download Presentation

Welcome to the Wonderful World of Hospitality

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript


  1. C H A P T E R C H A P T E R Welcome to the WonderfulWorld of Hospitality 1

  2. Hospitality • From the French word “hospice… • “To provide care/shelter for travelers”

  3. Pineapple • Symbolic of… • Welcome • Friendship • Hospitality

  4. Characteristics of Hospitality • Hospitality… • Pineapple is a symbol of welcome, friendship, and hospitality • Largest and fastest growing industry • Emphasis on service, and guest satisfaction • Product is intangible and perishable

  5. Characteristics of Hospitality • Hospitality (cont.)… • No such thing as business hours • Hospitality operations run on a 24 hour basis all year round • Characterized by shift work

  6. Corporate Philosophy • Philosophy… • Shift towards greater employee empowerment • Strong links to TQM • Service philosophy is a way of life

  7. Corporate Culture • Culture… • Overall style and feel of the company • Mission Statement • Central purposes, strategies, and values • Goal • Broad statement geared towards accomplishment

  8. Corporate Culture • Culture (cont.)… • Objective • Quantification of goals • Strategy/Tactics • Actions needed to reach goals

  9. Reasons Behind Inconsistency in Service • Inconsistency… • Education system does not teach service • Little priority to training in service • Over reliance on Technology • Lack of motivation

  10. Sins of service… Apathy Brush-off Coldness Condensation Robotics Rule book Runaround 7 Deadly Sins of Service

  11. Success in Service • Success… • Focus on the guest • Understand the role of the guest-contact employee • Weave a service culture into education and training systems • Thrive on change

  12. 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

  13. Leadership • Effective leadership involves… • Applying your own particular brand of leadership to the operation • Managing change effectively Valerie Ferguson

  14. Leadership • Leadership (cont.)… • Fostering teamwork • Soliciting teamwork from employees • Motivating employees • Delivering on all promises Valerie Ferguson

  15. Traits of Leadership • Traits… • Integrity • Honesty • Trustworthiness • Confidence • Creativity • Flexibility

  16. Traits of Leadership • Traits (cont.)… • Communication • Willingness to teach • Motivation • Adaptability

  17. Leadership Characteristics • Characteristics… • Strong sense of purpose • Persistence • Self-knowledge • Always seeks new learningexperiences • Enjoys work

  18. Leadership Characteristics • Characteristics (cont.)… • Relationships based on trust and respect • Socially responsible • Takes risks • Sees mistakes as opportunities • Serves the needs of others

  19. A “MUST” for Leaders • Leaders… • Provide clear expectations and standards • Communicate those expectations • Hold members accountable for their feedback

  20. A “MUST” for Leaders • Leaders (cont.)… • Coach through honest and direct feedback • Recognize, reward, and celebrate success

  21. Service and TQM • Service… • Ensures consistency • Participative process that involves all departments • Continuous process • Should be an integral part of the mission • It’s simply EXCITING

  22. Making it Happen • Happening… • Good Academic record • Resume • Internships • Mentor • Job shadowing

  23. Making it Happen • Happening (cont.)… • Networking • Work experience • Extracurricular Activities

More Related