1. Unit 1, Lesson 2 Trends in Customer Service in Hospitality and Tourism since 1930 AOHT Delivering Great Customer Service Copyright © 2007–2014 National Academy Foundation. All rights reserved.

2. Airplane travel began in the 1920s Airplanes started taking passengers in the late 1920s. Planes were bigger and more comfortable by the 1950s. The US had only a few airlines. International flights became more common in the 1950s. How many airlines do you think operate in the United States today? Can you name some?

3. Early flight service was synchronized For the first 10–20 years, there was only one flight per day to the most popular destinations. Passengers showed up and bought tickets prior to the flight. If the plane had mechanical difficulties at any given stop and could not continue, flight attendants put passengers on the local train. How and when do people buy plane tickets today? What happens if a plane has mechanical difficulty? How do you get where you need to go?

4. The first stewardesses were hired in 1930 Stephen Stimpson came up with the idea of an airline stewardess in 1930. The job included: Serve complete meals. Swat flies in cabin after takeoff. Warn passengers against throwing lit cigarettes or other objects out the windows. Make sure passengers don’t accidentally open exit door when going to the lavatory. What is different about in-flight service today? What are some job responsibilities of a flight attendant today?

5. In-flight service is different today Flight attendants today have to handle a lot more passengers. Meals are no longer included in the price of (most) domestic airline tickets. Smoking was banned from all domestic flights in the 1980s. Flight attendants depend on technology to help them do their jobs. What effect do you think the large number of passengers has on a flight attendant? On the service you receive?

6. 1950s motels were small and family-owned Motels were fairly small and family-owned. Hilton was the only real hotel chain in America at the time. As road travel increased, service changed to meet new demands: Clean rooms Convenient parking What do you think service was like in these motels?

7. Hotel service has expanded over the years Hotels and motels have grown in number and size. “Full service” has increased and can include restaurants and spas. Technology has brought tremendous changes to the hotel industry, such as automated checkout and electronic key cards. How do you think the Internet has changed competition among hotels? How has that affected the customer service delivered at various properties?

8. Eating out was less common in the ’50s Eating out was a rare, special occasion for many people. There were mostly diners, family-owned restaurants, and fast- food franchises. There was less choice in terms of establishments and food. With smaller, more neighborhood restaurants, what do you think service was like?

9. Restaurant service is very customer-focused today Eating out is much more common. There is much more competition in the restaurant industry. The choice of available foods is huge. Many restaurants change their menus regularly to meet the demands of their customers. With more people eating out, more travelers, and more choices, how do you think service in a restaurant has changed? How do you think technology has changed restaurant service?

10. Until about 30 years ago, travel was booked through a travel agent Often people used a travel agent to make travel plans, by phone or in person. It was difficult and time-consuming to book directly through the airline or hotel. Have you ever used a travel agency? Or do you know someone who is/was a travel agent? How do you think they can provide special service to a customer?

11. Today’s traveler is more in control You can book your entire vacation on your own. You can choose which airline you’ll fly on, which hotel you’ll stay in, and what kind of car you’ll rent and from which company. Most communications are done via email. What else can you do online related to hospitality and/or tourism?

12. More technology changes our expectations of businesses Technology helps customers get information fast. Technology helps businesses function. Technology increases the amount of work employees can accomplish. Technology increases customer’s expectations for good service. Technology opens up a whole world of choice for customers.

13. Trends will always shape customer service Where will these trends take us in the next 25 years? Bigger, faster planes; more flights; more airlines Less service, food, and room on flights Bigger hotels offering more variety and services, like spas, in-room movies, and Internet access More kinds of restaurants offering more choices