C H A P T E R Welcome

C H A P T E R Welcome to the Wonderful World of Hospitality 1 © 2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Introduction to Hospitality Management, First Edition John Walker

Hospitality • From the French word “hospice… – “To provide care/shelter for travelers” © 2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Introduction to Hospitality Management, First Edition John Walker

Pineapple • Symbolic of… – Welcome – Friendship – Hospitality © 2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Introduction to Hospitality Management, First Edition John Walker

Characteristics of Hospitality – Largest and fastest growing industry – Emphasis on service, and guest satisfaction – 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 © 2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Introduction to Hospitality Management, First Edition John Walker

Facets of Hospitality – Travel • • Airlines Cruise Rail Car rentals – Lodging • • Hotels Motels Timeshares B & B’s © 2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 – Foodservice • • • Restaurants Bars Catering Institutional F/S Contract F/S – Recreation • • Attractions Parks Gaming Eco-tourism Introduction to Hospitality Management, First Edition John Walker

Characteristics of Service – Product is intangible – Product is highly perishable – Product is effervescent – Measurement of guest satisfaction © 2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Introduction to Hospitality Management, First Edition John Walker

Corporate Philosophy • Philosophy… – Shift towards greater employee empowerment – Strong links to TQM – Service philosophy is a way of life © 2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Introduction to Hospitality Management, First Edition John Walker

Corporate Culture Overall style and feel of the company – Mission Statement • Central purposes, strategies, and values – Goal • Broad statement geared towards accomplishment – Objective (SMART) • Quantification of goals – Strategy • Broad definition of how goal(s) will be achieved – Tactics • Actions needed to reach goals © 2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Introduction to Hospitality Management, First Edition John Walker

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 © 2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Introduction to Hospitality Management, First Edition John Walker

7 Deadly Sins of Service • Sins of service… 1. 2. 3. 4. Apathy Brush-off Coldness Condensation © 2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 5. Robotics 6. Rule book 7. Runaround Introduction to Hospitality Management, First Edition John Walker

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 © 2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Introduction to Hospitality Management, First Edition John Walker

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 © 2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Introduction to Hospitality Management, First Edition John Walker

Leadership • Effective leadership involves… – Applying your own particular brand of leadership to the operation – Managing change effectively © 2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Introduction to Hospitality Management, First Edition John Walker

Leadership • Leadership (cont. )… – Fostering teamwork – Soliciting teamwork from employees – Motivating employees – Delivering on all promises © 2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Introduction to Hospitality Management, First Edition John Walker

Traits of Leadership • Traits… – Integrity – Honesty – Trustworthiness – Confidence – Creativity – Flexibility © 2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 – Communication – Willingness to teach – Motivation – Adaptability Introduction to Hospitality Management, First Edition John Walker

Leadership Characteristics • Characteristics… – – Strong sense of purpose Persistence Self-knowledge Always seeks new learning experiences – Enjoys work © 2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 – Relationships based on trust and respect – Socially responsible – Takes risks – Sees mistakes as opportunities – Serves the needs of others Introduction to Hospitality Management, First Edition John Walker

A “MUST” for Leaders • Leaders… – Provide clear expectations and standards – Communicate those expectations – Hold members accountable for their feedback – Coach through honest and direct feedback – Recognize, reward, and celebrate success © 2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Introduction to Hospitality Management, First Edition John Walker

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 © 2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Introduction to Hospitality Management, First Edition John Walker

Making it Happen • Happening… – – – – Good Academic record Resume Internships Mentor Job shadowing Networking Work experience Extracurricular Activities © 2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Introduction to Hospitality Management, First Edition John Walker