Write down what the word hospitality means to you Bellringer: Write down what the word hospitality means to you

Objectives I will define Hospitality I will identify the basic components of the hospitality industry

Principles of Hospitality and Tourism What does that mean? Principles of Hospitality and Tourism

Pineapple, the symbol for hospitality Pineapple, the symbol for hospitality. Began in Brazil to let people know they were welcome to enter their home.

What is Hospitality? -Creating a pleasant environment -Receiving guests in a generous and cordial manner -Creating a pleasant environment -Satisfying a guest’s needs -Generating a friendly and safe atmosphere

What is the Hospitality Industry? Comprising of all businesses that serve guests who are away from home.

Industry Diversity Hospitality employees are also diverse Hospitality businesses provide diverse products and services, including lodging food entertainment transportation The hospitality industry serves diverse customers Hospitality employees are also diverse

Travel for recreation or the arrangement of such travel. What is Tourism? Travel for recreation or the arrangement of such travel.

Industry Complexity The hospitality industry has five segments: food lodging travel tourism recreation ©Sean Pavone Photo/Shutterstock.com

Umbrella of Hospitality

Scope of Hospitality and Tourism Industry Travel Air (airlines) Cruise Rail Coach (RV’s) Auto (rental cars) Ecotourism Travel agents Lodging Hotels Motels Resorts Meetings, Conventions, and Expositions NRG (rodeo) Restaurants Recreation Attractions Gaming Parks Museums Zoos Sporting venues Arcades

Hospitality and Tourism Largest and fastest growing industries The travel and tourism industry in the United States generated nearly $1.5 trillion in economic output in 2012 Common dynamics: Delivery of services and products Customer service

The Foodservice Industry consists of businesses that prepare food and beverages for customers includes businesses of many sizes, types, and locations is the largest and most varied segment of the hospitality industry

Components of the Hospitality and Tourism Network Food and Beverage Services Lodging Services and Ski Resorts Recreation Services Campgrounds and Theme Parks Travel Related Services The Gaming Industry Components of the Hospitality and Tourism Network

799,000+ facilities throughout the U.S From Street Vendors… To 4-star restaurants…

The Lodging Industry The lodging industry consists of businesses that provide overnight accommodations Lodging includes a wide range of prices and levels of service

The Travel Industry The travel industry consists of businesses that physically move travelers from one place to another, such as car rentals taxi and ferry services train and bus services airlines

The Tourism Industry The tourism industry consists of businesses that organize and promote travel, such as travel agencies tour operators cruise companies meeting and convention planners convention and visitors bureaus travel and tourism offices travel planners, who create travel packages

The Recreation Industry Recreation is any activity done for rest, relaxation, and enjoyment The recreation industry includes such operations as entertainment spectator and participatory sports attractions

the most important product of the hospitality industry. What is Service? the most important product of the hospitality industry. Physical and psychological service. They combine to equal total service.

A Customer Focus All segments of the industry must meet customer needs All hospitality workers contribute to a customer’s overall experience

Receiving guest in a cordial manner and anticipating their needs. Service is…… Receiving guest in a cordial manner and anticipating their needs. Focus on: price-value, reliability, responsiveness, assurance, and empathy

Customer Service Service is an activity done for another person In a hospitality business, customer service is the total experience a customer has with that business Customer experience includes staff performance and courtesy, cleanliness of the property, and the way customers are treated

Customers A customer or guest is someone who buys products or services from a business The success of a hospitality business depends on return customers Poor service is the number one reason customers do not return to a business Empathy helps hospitality workers provide what customers need

Customers’ Needs Human needs range from basic physical needs, such as food and shelter, to psychological needs, such as feeling accepted and fulfilling personal goals Successful hospitality businesses provide for their customers’ psychological as well as physical needs

Satisfying Customer Needs Hospitality companies strive for customer satisfaction Quality service is service that meets or exceeds customer expectations Consistent quality service means providing the same good service and products each time a customer comes to a business Quality service depends on service encounters

Quality Service All customers expect to be treated with dignity and respect to have their requests handled accurately and efficiently truthful product descriptions and answers to their questions honesty and accuracy in money transactions

Have things changed over the years regarding service? How? Why? Question?? Have things changed over the years regarding service? How? Why?

What is GOOD Service usually measured by? 1. Number of amenities 3. Speed of service 2. Degree of personal attention/interaction Amenities: features that add material comfort, convenience, or smoothness to social interactions

Importance of Service Quality Poor service results in loss of customers and bad word-of-mouth publicity Quality service brings repeat customers and generates positive word-of-mouth publicity Quality service is achieved by employees who are skilled at their jobs and understand the art of customer service

Characteristics of the Hospitality Industry All about service Customers are primary focus Product is intangible and perishable No such thing as business hours Hospitality operations run on a 24-hour basis all year round

Chapter 1 Review Name the five segments of the hospitality industry. food, lodging, travel, tourism, recreation Which segment is the largest and most varied? the food industry continued

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Activity Categorizing Hospitality Businesses Identify at least 5 examples (names of businesses/companies) in each of the 4 segments on the worksheet. Place your name on top and turn in at the end of class.