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 Suggest ways to improve service
The Pineapple Tradition Symbol of welcome, friendship, and hospitality Recognized internationally Foundation for concept of “SERVICE”
Hospitality and Tourism Largest and fastest growing industries Common dynamics: Delivery of services and products Customer and guest impressions are critical
Scope of Hospitality and Tourism Industry Travel Air Cruise Rail Coach Auto Ecotourism Lodging Hotels Motels Meetings, Conventions, and Expositions Restaurants Managed services Recreation Attractions Gaming Parks
Figure 1-1 Scope of the Hospitality-Tourism Industry
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
Corporate Philosophy Philosophy: Shift toward greater employee empowerment Strong links to TQM Service philosophy is a way of life
Corporate Culture Culture: Mission statement: Overall style and feel of the company Mission statement: Central purposes, strategies, and values
Corporate Culture (cont.) Goal: Broad statement geared toward accomplishment Strategy/tactics: Actions needed to reach goals
“Seven Deadly Sins of Service” Apathy Brush-off Coldness Condescension Robotics Rule book Runaround
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
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
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”
Trends Globalization Safety and security Diversity Service Technology Legal issues Changing demographics Price-value Sanitation Security