Introduction to Hospitality, Fourth Edition John Walker ©2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ Chapter 1 Welcome to the Hospitality Industry

©2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ Introduction to Hospitality, Fourth Edition John Walker 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

©2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ Introduction to Hospitality, Fourth Edition John Walker The Pineapple Tradition Symbol of welcome, friendship and hospitality Recognized internationally Foundation for concept of “SERVICE”

©2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ Introduction to Hospitality, Fourth Edition John Walker Hospitality and Tourism Largest and fastest growing industries Common dynamics Delivery of services and products Customer and guest impressions are critical

©2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ Introduction to Hospitality, Fourth Edition John Walker 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 Recreation

©2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ Introduction to Hospitality, Fourth Edition John Walker Figure 1-1 Scope of the Hospitality-Tourism Industry

©2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ Introduction to Hospitality, Fourth Edition John Walker 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

©2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ Introduction to Hospitality, Fourth Edition John Walker Corporate Philosophy Philosophy… Shift towards greater employee empowerment Strong links to TQM Service philosophy is a way of life

©2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ Introduction to Hospitality, Fourth Edition John Walker Corporate Culture Culture… Overall style and feel of the company Mission Statement Central purposes, strategies and values

©2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ Introduction to Hospitality, Fourth Edition John Walker Corporate Culture Goal Broad statement geared towards accomplishment Objective Quantification of goals Strategy/Tactics Actions needed to reach goals

©2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ Introduction to Hospitality, Fourth Edition John Walker Reasons Behind Inconsistency in Service Education system does not teach service Little priority on training in service Over-reliance on Technology Lack of motivation

©2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ Introduction to Hospitality, Fourth Edition John Walker “Seven Deadly Sins of Service” 1. Apathy 2. Brush-off 3. Coldness 4. Condescension 5. Robotics 6. Rule book 7. Runaround

©2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ Introduction to Hospitality, Fourth Edition John Walker 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

©2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ Introduction to Hospitality, Fourth 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

©2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ Introduction to Hospitality, Fourth Edition John Walker Trends Globalization Safety and security Diversity Service Technology Legal issues Changing demographics Price-value Sanitation