©2004 Pearson Education, Inc. Upper Saddle River, New Jersey Introduction to Hospitality Management, First Edition John Walker CHAPTERCHAPTER CHAPTERCHAPTER Welcome to the Wonderful World of Hospitality 1

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

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

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

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

©2004 Pearson Education, Inc. Upper Saddle River, New Jersey 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 –Relationships based on trust and respect –Socially responsible –Takes risks –Sees mistakes as opportunities –Serves the needs of others

©2004 Pearson Education, Inc. Upper Saddle River, New Jersey 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 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 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