Chapter 1 Welcome to the Hospitality Industry Walker

Chapter 1 Welcome to the Hospitality Industry Walker: Introduction to Hospitality Management, 2 nd edition © 2007 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

After Reading and Studying This Chapter, You Should Be Able to: n n 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 Walker: Introduction to Hospitality Management, 2 nd edition © 2007 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

The Pineapple Tradition n Symbol of welcome, friendship, and hospitality Recognized internationally Foundation for concept of “SERVICE” Walker: Introduction to Hospitality Management, 2 nd edition © 2007 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

Hospitality and Tourism Largest and fastest growing industries n Common dynamics: n ¨ Delivery of services and products ¨ Customer and guest impressions are critical Walker: Introduction to Hospitality Management, 2 nd edition © 2007 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

Scope of Hospitality and Tourism Industry n Travel ¨ ¨ ¨ n Air Cruise Rail Coach Auto Ecotourism Lodging ¨ ¨ Hotels Motels Walker: Introduction to Hospitality Management, 2 nd edition n n Meetings, Conventions, and Expositions Restaurants Managed services Recreation ¨ ¨ Attractions Gaming Parks Recreation © 2007 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

Figure 1 -1 Scope of the Hospitality-Tourism Industry Walker: Introduction to Hospitality Management, 2 nd edition © 2007 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

Characteristics of the Hospitality Industry Product is intangible and perishable n No such thing as business hours n Hospitality operations run on a 24 -hour basis all year round n Characterized by shift work n Walker: Introduction to Hospitality Management, 2 nd edition © 2007 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

Corporate Philosophy n Philosophy: ¨ Shift toward greater employee empowerment ¨ Strong links to TQM ¨ Service philosophy is a way of life Walker: Introduction to Hospitality Management, 2 nd edition © 2007 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

Corporate Culture n Culture: ¨ Overall n style and feel of the company Mission statement: ¨ Central Walker: Introduction to Hospitality Management, 2 nd edition purposes, strategies, and values © 2007 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

Corporate Culture (cont. ) n Goal: ¨ Broad statement geared toward accomplishment n Strategy/tactics: ¨ Actions Walker: Introduction to Hospitality Management, 2 nd edition needed to reach goals © 2007 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

“Seven Deadly Sins of Service” 1. 2. 3. 4. 5. 6. 7. Apathy Brush-off Coldness Condescension Robotics Rule book Runaround Walker: Introduction to Hospitality Management, 2 nd edition © 2007 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

For Success in Service We Need to: Focus on the guest n Understand the role of the guest-contact employee n Weave a service culture into education and training systems n Thrive on change n Walker: Introduction to Hospitality Management, 2 nd edition © 2007 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

Moments of Truth n 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 Walker: Introduction to Hospitality Management, 2 nd edition © 2007 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

Disney Service Model Smile n Make Eye contact n Respect and welcome all guests n Value the magic n Initiate guest contact n Creative service solutions n End with a “thank you” n Walker: Introduction to Hospitality Management, 2 nd edition © 2007 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

Trends n n n n n Globalization Safety and security Diversity Service Technology Legal issues Changing demographics Price-value Sanitation Security Walker: Introduction to Hospitality Management, 2 nd edition © 2007 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.